VITROCOAT

Permanent Bond Glass Paint Solution

We are committed to ensuring your satisfaction with your Vitrocoat glass paint purchase. While we strive for perfection, we understand that issues may occasionally arise with packaging or product performance. Please review our policy below for details on how to initiate a return or exchange.

Eligibility for Returns or Exchanges

To be eligible, your issue must fall into one of the following categories:

Damaged Packaging Upon Receipt: Visible damage to the outer packaging or a leaking bottle during delivery.
Product Performance Issues: The paint fails to adhere properly (e.g., peeling off the glass) when used as intended.

Orders must be reported within 30 days of delivery. Returns or exchanges are not available for misuse, improper application, or issues arising after initial use without following instructions.

If you believe your order qualifies, please contact us promptly with supporting evidence.

How to Initiate a Return or Exchange

Submit Evidence: Email us at [info@vitrocoat.com] or message us via WhatsApp at [+971503469516] with clear photos or videos of the damage or performance issue. Include your order number and a brief description of what happened for faster processing.
Assessment: Our team will review your submission within 2-3 business days.
- For damaged packaging: We’ll assess the images and typically resolve without a return.
- For performance issues: We’ll contact you to verify if the product was mixed and applied per our instructions. We’ll troubleshoot the problem together— in the vast majority of cases (over 99%), this resolves the issue.
Return Shipment (If Required): Returns are rare and only requested when necessary (e.g., for thorough testing in performance cases). If instructed, we’ll provide a shipping return address. Pack the item securely to avoid additional complications.

Resolution Options

Upon assessment (and inspection of any returned item), we will:

For damaged packaging:

We issue store credit equivalent to the item’s value (for your next order) or ship a replacement Vitrocoat order at no extra cost.

For performance concerns or issues:

If troubleshooting fails, we’ll arrange a full replacement after receiving and testing the returned product (if applicable). The original item will be analyzed for faults.

All resolutions are processed within 7 to 10 business daysof final assessment.

Important: We do not offer cash refunds or reimbursements to your original payment method under any circumstances, except in rare cases where a returned product is proven faulty and you explicitly decline a replacement—in which case, a full refund will be issued.

For questions or support, reach out to our team anytime—we’re here to help make it right.

We appreciate your understanding and value your business. Thank you for choosing Vitrocoat!

Late or missing refunds

Refunds are issued only in rare cases where a returned Vitrocoat order has been tested and proven faulty, and you have explicitly declined a replacement. If you believe you qualify for a refund and haven’t received it yet, please follow these steps:

Verify Your Account: Double-check your bank or payment method for any recent transactions or credits.
Contact Your Payment Provider: Reach out to your credit card company or bank, as processing delays can occur (typically 3-10 business days) before a refund appears.
Contact Us: If the above steps don’t resolve it, email us at {email address} with your order number and details of the tested faulty item. We’ll review your case promptly and provide an update within 2-3 business days.

We appreciate your patience—our goal is to resolve issues fairly and quickly.