Return and Refund Policy
Last updated: 1 July 2026
This Return and Refund Policy applies to purchases made through Private Label Trade, operated by Glamlac OÜ, a company registered in Estonia.
Private Label Trade sells stock white label products. Products sold through our online store are not personalised, custom-labelled or custom-made unless expressly agreed otherwise in writing.
If you would like to order personalised, custom-labelled, custom-packaged or otherwise customised products, please contact our sales team. Such orders are handled separately and may be subject to separate commercial terms.
1. Customer type: consumer and business orders
This policy applies differently depending on whether you place an order as a consumer or as a business customer.
A “consumer” means a natural person who purchases products for purposes that are not related to their business, trade or professional activity.
A “business customer” or “B2B customer” means a company, sole trader or any person purchasing products for business, resale, trade or professional use. If you place an order using company details, a VAT number, or for resale or professional use, the order is treated as a B2B order.
Nothing in this policy limits any mandatory consumer rights that apply under applicable law.
2. Consumer returns: 14-day right of withdrawal
If you are a consumer, you have the right to withdraw from your online purchase within 14 days from the day you, or a third party indicated by you, receive the products.
To exercise your right of withdrawal, you must contact us within 14 days of receiving the products by email: shop@privatelabeltrade.com
Please include:
- your order number;
- the email address used for the order;
- the product(s) you wish to return;
- your name and contact details.
You do not need to give a reason for withdrawal, but providing a short explanation helps us improve our service.
After notifying us of your withdrawal, you must send the products back to us without undue delay and no later than 14 days from the day you informed us of your decision to withdraw.
3. Return condition
Returned products must be unused, complete and, where possible, in their original packaging.
You may inspect the products only to the extent necessary to establish their nature, characteristics and functioning, in the same way as you would normally be allowed to inspect them in a physical store.
If the products have been handled or used more than necessary, we may reduce the refund to reflect any loss in value.
Where a product is sealed and is not suitable for return for health, hygiene or safety reasons, we cannot accept the return if the seal or protective packaging has been opened or damaged, unless the product is defective, incorrect or damaged upon arrival.
We cannot accept returns of products that:
- have been used;
- are missing parts, accessories or packaging components;
- have been damaged after delivery;
- are not products purchased from Private Label Trade;
- are custom-made, personalised, custom-labelled, custom-packaged or otherwise customised, unless they are defective or incorrect.
4. Return shipping costs
For consumer returns based on withdrawal or change of mind, the customer is responsible for the cost of returning the products.
We recommend using a tracked shipping service. We are not responsible for returned products that are lost or damaged in transit before they reach us.
If the return is due to our mistake, a defective product, an incorrect product or damage that occurred before delivery to you, we will cover the reasonable return shipping cost or provide return instructions.
5. Refunds for consumer returns
If you withdraw from the purchase within the 14-day withdrawal period, we will refund the payments received from you for the returned products.
We will also refund the original standard delivery cost, if it was paid by you. If you chose a more expensive delivery method than the least expensive standard delivery option offered by us, the additional delivery cost is not refundable.
We will make the refund using the same payment method that you used for the original transaction, unless expressly agreed otherwise.
We will issue the refund no later than 14 days from the day we receive your withdrawal notice. However, we may withhold the refund until we have received the returned products or until you provide proof that you have sent the products back, whichever occurs first.
Please note that your bank, card provider or payment provider may need additional processing time before the refund appears in your account.
6. Business / B2B returns
For B2B orders, all sales are final unless otherwise agreed in writing.
We do not accept B2B returns or cancellations for change of mind, over-ordering, ordering the wrong item, changes in business plans, resale issues or customer preference.
B2B returns may be accepted only if:
- the product is defective;
- the wrong product was delivered;
- the order is incomplete;
Business customers must inspect the products immediately upon delivery and notify us of any visible damage, missing items or incorrect products as soon as possible, preferably within 48 hours of delivery.
For hidden defects that could not reasonably be identified upon delivery, please contact us as soon as the defect is discovered.
7. Damaged, defective or incorrect products
If your order arrives damaged, defective or incorrect, please contact us at: shop@privatelabeltrade.com
Please include:
- your order number;
- a description of the issue;
- clear photos of the product;
- photos of the outer shipping package and inner packaging, if the shipment was damaged;
- your contact details.
Please keep the product and all packaging until we have reviewed your claim.
Depending on the situation, we may offer:
- a replacement;
- a repair, where applicable;
- a refund;
- a partial refund;
- another reasonable solution agreed with you.
8. Exchanges
We do not offer automatic exchanges for change of mind.
If you wish to order a different product, quantity or variant, please place a new order. If your original order is eligible for return, it will be processed under this Return and Refund Policy.
9. Return address
Before sending any product back, please contact us by email so we can confirm the return instructions.
Returns should be sent to:
Glamlac OÜ / Private Label Trade
Kassi 10
Tallinn 12618
Estonia
Email: shop@privatelabeltrade.com
Phone: +372 601 7725
Returns sent without prior contact may be delayed because we may be unable to identify the order.
10. International returns, customs and import charges
For international returns based on withdrawal or change of mind, the customer is responsible for return shipping, customs documentation and any costs related to returning the products.
Please mark the shipment as returned goods where applicable. We are not responsible for customs charges, duties, taxes, brokerage fees or delays caused by incorrect or incomplete customs documentation.
Import duties, taxes, customs fees and brokerage fees charged by the destination country are not collected by us and are not refundable by us.
11. Refused or unclaimed deliveries
If a shipment is refused, not collected or returned to us because the customer provided incorrect delivery information or failed to collect the parcel, we may deduct the original shipping cost, return shipping cost and any related fees from the refund, unless mandatory consumer law provides otherwise.
12. Contact us
For all return and refund questions, please contact us:
Glamlac OÜ / Private Label Trade
Email: shop@privatelabeltrade.com
Phone: +372 601 7725
Customer support hours:
Monday to Friday, 10:00–17:00 Estonian local time (EET/EEST), excluding Estonian public holidays.
