Please see the below policies concerning damaged/faulty products for both UK and international sales, no-fault returns, making changes to your order, order cancellations, and our complaints procedure. Please get in touch with any questions and we will be glad to help.
Table of Contents
Damaged Products & Policy Overview
If you have received damaged products, we apologise in advance and ask you to please email sales@gsplating.co.uk with a description and/or photo of the damage and we will respond as soon as possible to resolve the problem. Please notify us of any damaged goods within 14 days beginning the day after delivery.
Faulty Equipment Policy
If you believe your product is faulty, please get in touch and we will be happy to investigate this. Faulty goods are deemed as operational or manufacturing faults with equipment such as plating machines, polishing machines, anodes, and plating leads.
Please email sales@gsplating.co.uk with a description of the fault and we will respond as soon as possible to resolve the problem. A full refund or a full replacement plus any postage costs incurred for the return will be granted if a defect is confirmed.
Please do not attempt to repair a fault yourself or ask anyone else to repair a fault for you, as this may invalidate your right to a refund. If original packaging is no longer available, please ensure that any damaged goods are returned in packaging which is robust enough to ensure safe transit. Boxes must be sufficiently larger than the item/items placed into them and well sealed.
Faulty equipment strictly does not cover the following:
• Damage to equipment resulting from incorrect use or operating practices.
• Damage to equipment as a result of incorrect maintenance of either chemicals or equipment.
• Damage to equipment due to incorrect storage.
• Damage to chemicals or equipment due to the use of faulty products not supplied by us, or products that we have advised are unsuitable (such as damage to chemicals due to defective anodes purchased elsewhere or using an incorrect anode type).
Faulty Chemicals Policy
All chemicals are tested before dispatch, so it is highly unlikely that you will ever receive defective chemicals in the first instance. If you believe you have received defective chemicals, please email sales@gsplating.co.uk with a description of the fault and we will respond as soon as possible to resolve the problem.
After contacting us, we will ask you to perform a quick and basic test to ascertain the viability of the solution. If this test is unsuccessful or refused, you may return the chemical in full for testing at our premises.
A full refund or a full replacement plus any postage costs incurred for the return will be granted if a defect is confirmed. If we find the chemical to be functioning normally, we are unable to offer a refund. Customers will be asked to cover return costs if a refund is refused and they wish for the goods to be returned to them.
Faulty chemicals strictly does not cover the following:
• Damage to chemicals resulting from the incorrect use of your equipment.
• Damage to chemicals as a result of incorrect maintenance of either chemicals or equipment.
• Damage to chemicals due to incorrect storage.
• Damage to chemicals due to incorrect use, or incorrect practices.
• Damage to chemicals due to the use of faulty products not supplied by us, and/or products that we have advised are unsuitable (such as damage to chemicals due to defective anodes purchased elsewhere or using an incorrect anode type).
Standard no-fault returns of chemicals apply only when they are returned unopened, unused, and in full quantity. Please advise us via email that you would like to return your goods within 14 days from the date of delivery. Customers then have another 14 days to return the goods once we have been notified of the intent to return.
If you require any additional advice beyond what can be found on our website or in the instructions provided with your purchase, or you would like clarification on any aspect of your instructions, we are always happy to help. Please seek advice by directing these queries to us before operating your equipment and/or using your chemicals. We can be contacted via email at enquiries@gsplating.co.uk or by phone on 01634 788385.
Standard No-Fault Returns
If you have changed your mind once your order arrives or your goods are no longer needed, please do not open the products. This policy applies to both UK and international orders. If you wish to request an exchange or return, please contact sales@gsplating.co.uk to notify us in writing before sending any items back.
Under no circumstances do we accept returns or offer exchanges for no-fault goods that have been opened, used, or altered. Once seals or shrink wrap are broken, products strictly no longer qualify for a no-fault return or exchange.
To process your no-fault return successfully, the following terms apply:
• You must notify us in writing within 14 days of receiving the goods, and items must be returned within 14 days of that notification date. Return requests made after this timeframe has elapsed may be refused.
• Unwanted goods are returned at your own cost and must be completely unused and undamaged in their original, unopened packaging with all seals intact.
• The goods remain your absolute responsibility until they have been securely received on Gold Solutions Plating’s premises.
• We strongly recommend using a trackable shipping service and obtaining proof of posting, as we cannot be held responsible for missing returns or goods lost in transit.
• Goods must be returned in full quantities; we cannot offer partial refunds or refund individual components of a kit package.
• Where provided, any original instruction booklets or reference sheets must be included with your return.
• No-fault refunds strictly exclude initial delivery charges and any surcharges incurred by international customers who paid via bank transfer.
• Once received, all returned equipment will undergo a full inspection, and all returned plating or electroforming solutions will be chemically tested.
• We do not accept returns found to have been used, altered, or damaged; these will not be granted a refund and may be returned to you at your own cost.
Gold Solutions Plating will aim to process all returns within 5 working days of receipt. Once processed and approved, your refund will be issued via your original payment method, and we will notify you via email. Funds typically take 3 to 5 business days, up to a maximum of 14 days, to reflect in your account depending on your banking provider.
International Customs & Refused Deliveries
International orders are typically subject to import duty charges and local taxes, which are not collected by Gold Solutions Plating at the point of sale. Instead, the courier handling your shipping will contact you on or before delivery to advise the amount of duty due and to request payment.
As a buyer, it is your responsibility to ensure you are satisfied with any potential customs charges before committing to a purchase. You must pay these duties promptly, as failure to do so will result in major transit delays or the return of your order. Gold Solutions Plating has no control over these charges and cannot predict their final amount.
Occasionally, international orders are dispatched and subsequently refused by the recipient, or the requested duty and taxes are not paid on time when contacted by the courier, resulting in the order being automatically returned to the UK.
In all such scenarios where goods are refused or duty goes unpaid, the following terms apply:
• Gold Solutions Plating reserves the right to charge a formal administration fee: £5.00 for orders valued up to £300.00, and £10.00 for orders over £300.00.
• The applicable administration fee, along with your original shipping charges, will be strictly deducted from any refund that may be issued.
• In instances where the courier charges Gold Solutions Plating the full or partial return shipping costs to bring the package back to the UK, these return freight charges will also be deducted from your final refund.
• Refunds will not be processed for refused goods or unpaid duty items until the shipment has successfully returned to Gold Solutions Plating’s premises.
• Please note that returned international shipments are not prioritised by freight couriers and can take several weeks, or even months, to arrive back at our facility.
If you have refused your goods or missed a duty window, please notify us immediately via email at sales@gsplating.co.uk
Once the items have been successfully received and checked at our premises, we will contact you to arrange your remaining product refund.
International Buying Advice
We strongly advise that you verify and confirm your acceptance of any applicable import duty rates with your local customs authority before placing a order. To avoid shipping complications, transit delays, or administrative return fees, please ensure that all local taxes and courier fees are paid promptly when requested by the delivery carrier.
General International Returns
For all other international return queries—including claims for faulty equipment, defective chemical solutions, or standard no-fault unwanted items that have been delivered—please refer directly to our primary return policies detailed in the sections above. Our core warranty terms, notification windows, and return conditions are completely consistent for both UK and international sales.
Order Amendments & Cancellations
If you need to make an amendment to an active order—such as adding a forgotten product or adjusting a chemical solution bottle size—please contact us as soon as possible. We will make every effort to accommodate your request, but we are strictly unable to modify any order once it has been packed or dispatched.
If you need to cancel an order entirely, please notify us immediately. Once an order has left our facility, cancellation is no longer possible. If you decide you do not wish to keep the items after they arrive, you will need to follow our standard returns procedure.
Please note that many orders are processed, packed, and dispatched the exact same day they are placed. To protect your order details and prevent unwanted shipping charges, please notify our team of any requested changes or cancellations without delay.
Complaints & Feedback Policy
We welcome feedback regarding all of our electroplating products and customer services, and we hope you are thoroughly pleased with your purchase. We appreciate that despite our best efforts, challenges can occasionally arise, and we sincerely apologise if things have not gone to plan. The fastest way to resolve any operational issue is to get in touch with our team directly. You can also find immediate answers to common technical queries inside our comprehensive FAQs dashboard.
Should you wish to make a complaint, please notify us as early as possible so we can address your feedback and resolve any outstanding issues without delay.
Please direct all official feedback or complaints to our service desk using one of the following verified channels:
• Telephone: Call our customer service desk directly on 01634 788385.
• Email: Contact our resolution team at sales@gsplating.co.uk.
• Postal Mail: Write to us at Gold Solutions Plating, Unit 3, Pier Road Ind. Estate, Pier Approach Road, Gillingham, Kent, ME7 1RZ, United Kingdom.
Please note: While we provide contact links on our social media platforms and welcome general interaction, we encourage a professional use of these channels and do not consider social media to be an appropriate environment for managing formal commercial complaints.
To help us investigate and process your complaint efficiently, please ensure your submission includes the following information:
• Your full name, delivery address, phone number, and email address.
• The original date of your order.
• A clear, detailed description of your concerns.
• A brief summary of your proposed solution or preferred path to resolution.
Once we receive your correspondence, we will review the details and contact you as soon as practically possible—usually within 3 working days—to acknowledge the issue or request further details.
Under standard operating circumstances, we aim to completely resolve all complaints within 14 working days of receipt. If a technical delay arises, we will provide a clear explanation alongside a confirmed date by which to expect a final response. In the unlikely event that you are unhappy with the outcome of your complaint, we will provide clear details on the next mediation steps available to you.
