Return and Exchange Policy
Please note that returns and exchanges cannot be accepted under the following circumstances:
- Beyond the 7-day cooling-off period.
- Incomplete product accessories (please make sure to return all packaging accessories).
- Obvious signs of use, damage, or human-caused stains, dirt, or damage that render the product ineligible for return or exchange.
- Some products have time-sensitive and personal hygiene concerns and are not eligible for return or exchange.
- The 7-day cooling-off period is not a trial period, and products must be in new condition with complete packaging (including the product itself and all necessary accessories, zipper bags, packaging bags, etc.), with no omissions affecting consumer rights.
- Returned products must be in good, undamaged condition and complete with all accessories.
- The outer box of the product is also part of the product (the original outer box, not the shipping box). Loss or damage may affect return rights, and the cost of restoring the original condition may be deducted according to the extent of damage.
- Full refund for a single return: Returned products must include all items in this order (including gifts). If all contents of this order package are not properly packaged, additional shipping fees may apply, so please make sure to return all items.
- Partial product returns: The desired return items and any gifts that have not been returned must be returned. If the gift is not returned, the gift amount will be deducted based on the selling price.
- Some products cannot be returned due to time sensitivity and personal hygiene concerns. Reminders will be provided on the respective product pages.
- For all return and exchange requests, please contact customer service within 7 days of receiving the product (based on the time recorded in the backend system and email), and send out the product the next day for return or exchange processing.
- Only one return or exchange request can be made per order. If the request cannot be completed due to failure to contact or failure to return the product within the specified time, the return or exchange request will be automatically canceled, and no further requests will be accepted.
- Please use ink-free packaging paper/bags/boxes for packaging (do not stick the return slip directly on the product accessories). Please use an additional outer packaging bag to avoid damage to the product box or original packaging.
- Once a coupon is used at checkout, it is no longer valid, and once a return request is approved, the coupon cannot be retrieved. We apologize for any inconvenience caused.
- By submitting the return request form, you agree to our return policy and accept our handling of invoice voids and related follow-up procedures.
Exchange Process
- Please contact us via the messaging function of your order and provide detailed information about the product condition. If the product is defective, please provide photos of the defect. After confirmation, Glolux will arrange for pickup.
- If an exchange is required due to personal reasons, the consumer must return the product to the designated address.
- Please return the product in its original packaging or box, and include any shipping documents if available.
- Once the exchange request is confirmed, please ensure that your contact phone is available at all times. Glolux will also send reminder emails. Please make sure your phone number registered on the Glolux website is correct.
Return and Refund Process
- Once your return request is approved, we will process the refund within 7 working days after receiving the returned product.
- If you paid by credit card, we will issue a refund; if you paid by ATM transfer, we will cancel the transfer. However, the specific refund time may vary depending on the regulations of each bank, so please contact your issuing bank for details.
