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Warranty, Return and Refund Policy

Last Update: Sept 2023

Thank you for purchasing from GlobePay. We want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. You also have statutory rights to do so when the goods are not sold as exactly described in the literature, not fit for purpose or not of satisfactory quality.

This policy aims to describe the steps which you must follow when you wish to return products (“Product”) purchased from us such as POS terminals.

1. Always contact us in case of Return

In case you have an issue with your Product purchased from us, or in any case in which you wish to return a Product, you must first contact us by email at sales@globepay.co or call +44(0)20 8226 5115. You must describe the issue or request more information regarding the Product. We may suggest that you exchange your Product for another item, which may be more suitable for you. We will do our best to provide you with the best solution as soon as possible.

2. Voluntary return policy

2.1. Return:

You can return most Products purchased from us within 30 days from the date of purchase of the Products and if the following conditions are met:

  • Products are complete and are in an unused and undamaged condition; and
  • You provide or send us the original or a clean and true copy of the invoice or receipt for the purchase of the Products you intend to return; and
  • Please note that you must return each item in the same condition in which you received it. This means that items must be returned new, unused and complete.

Please note that this return policy doesn’t affect your statutory rights and therefore doesn’t affect your right of cancellation if you qualify as a consumer and have bought a Product in distance sale as a consumer.

The following Products cannot be returned under the Voluntary Return Policy (unless defective):

  • Goods customised according to your specifications or personalized;
  • A service, if the supplier has fully performed it; or
  • Digital content (including apps, and digital software) is not supplied on a tangible medium.

2.2. Refunds:

In case the conditions for the Returns above are satisfied, you will get a full refund of the amount that you paid for the Product as stated on the invoice. Refunds will be transferred to your card used for payment or via a bank transfer to your bank account held in a reliable financial institution.

Please note that your refund request will be processed instantly. However, it may take 5-7 business days for it to appear on your payment card or bank statement. We may determine at our discretion that a refund can be issued without a return. In this case, we will notify you via e-mail.

If your refund doesn’t appear in your bank account, and the processing time for your payment method has passed, please contact us for further assistance.

Please note that it may take up to 2 weeks for us to receive the returned item and process your return depending on the type of carrier service you have chosen. We recommend you using a tracked service and keep the receipt, as we shall not be held liable for any lost in transit.

2.3. Refund of shipment costs and return postage costs:

We’ll refund your shipment and/or return costs for returned Products in compliance with the above conditions and up to our standard delivery option cost, if:

  • You received a wrong item; or
  • You received a damaged item; or
  • You received a defective item.

3. Warranty

Most of our products carry a manufacturer warranty. For example, the POS terminal has 1 (one) year warranty from the date of purchase of the Products. This means that within the period of that warranty, we can replace your defective terminals or defective accessories free of charge.

We shall not be liable for any damages or defects to any products, caused by improper use or by accident, malicious damage, hazard, excess humidity, liquid ingress, electrical stress, or other environmental conditions not commonly found in a normal and safe working environment.

4. Replacement of defective products

4.1. How to replace a defective product:

In case the Product you bought (such as a POS terminal) has a technical defect and is not functioning, you are entitled to return it and have it replaced within the period of your warranty. To make the replacement you must follow these steps:

4.1.1. You must contact us at sales@globepay.co or call +44(0)20 8226 5115 before return and explain the assumed defect, so that we can try to rectify the defect remotely, thus saving you time and costs;

4.1.2. If we instruct you to return the defective Product, you must place the Product and all the original accessories initially accompanying the defective POS terminal in the original box in which it was purchased;

4.1.3. Before you send the Product back, you must ensure that the Product is packed in a way suitable for transportation that will ensure protection from any mechanical damages or wear out during transportation;

4.1.4. You have to provide or send us the original or a clean and true copy of the invoice or the receipt for the purchase of the Products;

4.1.5. The defect must occur within the valid period of the warranty. We may, but we are not obliged to, replace defective Products when the defect has occurred after the warranty period has expired.

4.2. Replacement:

4.2.1. In case you return the defective Product (such as a POS terminal or accessories), we will do our best to replace it immediately and, in any case, not later than 14 days from the date of receipt by us. A repaired or replaced Product will be warrantied for the unexpired time of the initial warranty.

4.2.2. We shall not replace your Product and you shall not be entitled to any refund if it is determined that you have caused the defect of the returned Product.

4.2.3. If we determine that the returned Product (such as POS terminal or accessories) does not have any defect and is/are functioning, we reserve our right to charge you with a Handling Fee amounting to 20.00 (twenty) GBP, plus all shipping costs if such incurred. You agree that the Handling Fee may be debited from your GlobePay Account. The returned Product will be kept by us if meanwhile, you have received a new POS terminal as a replacement from us. Otherwise, it will be shipped back to you.

Please note that in case you have any outstanding due payments to us, we will complete the return procedure only after your obligation is paid.

5. Where to return your Products

When you return your Products in any of the described cases above, you must take into consideration the following:

You must return the Products to the following address by post and use secure post services:

GlobePay Limited

Level 2, 30 Churchill Place


United Kingdom

E14 5RE

To ensure a faster response, please send us an email to sales@globepay.co.