Refund policy

REFUND POLICY

 

Refund Policy

Last updated: September 2026

At Glenor Heritage LLC, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we are here to make it right. Please read our complete refund and returns policy below.

Our 14-Day Return Guarantee

We offer a 14-day return window from the date your order is delivered. If 14days have passed since your confirmed delivery date, we are unable to offer a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

  • The item must be in its original, unworn and unwashed condition
  • All original tags must be attached and intact
  • The item must be returned in its original or equivalent protective packaging
  • The item must not have been altered, customised, personalised or worn

The following items are non-returnable:

  • Items that have been worn, washed, altered or damaged by the customer
  • Custom-made, personalised or made-to-order items
  • Items returned more than 14days after the confirmed delivery date
  • Items returned without prior authorisation (RMA number)
  • Reed sets, hemp thread and consumable instrument accessories (for hygiene and safety reasons)

How to Start a Return

To initiate a return, please contact us at glenorheritagellc@gmail.com with the following information:

  • Your order number
  • The name of the item(s) you wish to return
  • The reason for the return
  • A photograph of the item if it arrived damaged, faulty or incorrect

We will respond within 1 to 2 business days with return instructions and a Return Merchandise Authorisation (RMA) number. Please do not return items without contacting us first — returns sent without prior authorisation may not be processed.

Return Shipping

  • Faulty, damaged or incorrect items: Glenor Heritage will cover the full cost of return shipping. We will provide a prepaid return label or reimburse reasonable tracked return shipping costs.
  • Change of mind or size exchanges: The customer is responsible for return shipping costs. We strongly recommend using a tracked shipping service — we cannot accept responsibility for items lost in transit on their return journey to us.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the outcome. If approved:

  • A full refund will be processed to your original payment method within 5 to 10 business days
  • Credit and debit card refunds may take an additional 3 to 5 business days to appear depending on your bank or card issuer
  • PayPal refunds typically appear within 3 to 5 business days

If your return is not approved because the item does not meet our return conditions, we will notify you and arrange to return the item to you at your expense.

Exchanges

If you need a different size or colour, please contact us at glenorheritagellc@gmail.com. We will do our best to accommodate exchanges subject to stock availability. The fastest route to the correct size is to return your original item and place a new order.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or is not what you ordered, please contact us within 48 hours of delivery at glenorheritagellc@gmail.com with your order number and a clear photograph of the problem. We will resolve the issue immediately at no cost to you — either by sending a replacement or issuing a full refund, whichever you prefer.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at glenorheritagellc@gmail.com. We process orders quickly, so we cannot guarantee cancellation once an order has been passed to our fulfilment team. If your order has already shipped, our standard 14-day returns policy applies.

Late or Missing Refunds

If you have not received your refund within 10 business days of our approval notification, please first check your bank account and contact your card issuer. If you have done this and the refund has still not appeared, contact us at glenorheritagellc@gmail.com and we will investigate immediately.

UK Consumer Rights

If you are purchasing from the United Kingdom, you have additional statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Under these regulations, you have the right to cancel an online purchase within 14 days of receiving your goods (the cooling-off period) and to receive a full refund. Our 14-day returns policy exceeds the minimum statutory requirement. Nothing in this policy affects your statutory rights.

Contact Us

Questions about a return or refund? Contact us at glenorheritagellc@gmail.com. We aim to respond to all enquiries within 1 to 2 business days, Monday to Friday.