Refund policy
At GLAGLA, we are committed to providing high-quality products and a thoughtful customer experience. If you are not completely satisfied with your purchase, please review the policy below.
1. Right of Withdrawal
You have 14 days from the date you receive your order to notify us that you wish to withdraw from your purchase, without providing a reason.
To exercise this right, email us at info@glaglacare.com with a clear statement confirming your decision to withdraw. Please include:
- Your full name
- Your order number
- The product or products concerned
After notifying us, you must return the product within 14 days. Products should be returned complete, with their original packaging and accessories whenever possible.
You may handle the product only to the extent necessary to establish its nature, characteristics and proper functioning. You may be responsible for any loss in value caused by handling beyond what is reasonably necessary.
2. Hygiene Exceptions
For health and hygiene reasons, sealed products that have been opened after delivery may not be eligible for return when they cannot safely be resold.
This exception applies only where permitted by applicable consumer law. Your statutory rights remain unaffected.
3. Sale and Promotional Items
Products purchased during a sale or with a promotional discount remain eligible for the statutory right of withdrawal, unless a specific legal exception applies.
4. Return Shipping
Please contact us before returning an item so that we can provide the correct return address and instructions.
Unless the product is defective, damaged or incorrect, return shipping costs are the customer’s responsibility.
We recommend using a tracked shipping service. GLAGLA cannot be held responsible for returned parcels lost in transit.
5. Refunds
Once we receive and inspect your return, we will notify you.
For an eligible withdrawal, we will refund payments received from you, including the cost of our least expensive standard delivery option. Additional costs resulting from your choice of a more expensive delivery method will not be refunded.
The refund will be made to the original payment method within the legally required period. We may withhold the refund until we receive the returned product or proof that it has been sent back, whichever occurs first.
Your bank or payment provider may require additional time to display the refund in your account.
6. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your product arrives damaged, defective or incorrect, contact us as soon as possible at info@glaglacare.com.
Whenever possible, include:
- Your order number
- A description of the issue
- Clear photographs of the product and its packaging
If the claim is accepted, GLAGLA will provide an appropriate remedy in accordance with applicable consumer law. Return shipping costs for defective, damaged or incorrect products will be covered by GLAGLA.
Requesting photographs or prompt notification does not limit your statutory rights or any applicable legal guarantee.
7. Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return the eligible item in accordance with this policy and place a new order.
8. Late or Missing Refunds
If your refund does not appear after we have confirmed that it was processed:
- Check your bank account again.
- Contact your bank or payment provider, as processing times may vary.
- If you still need assistance, contact us at info@glaglacare.com.
9. Contact
For return or refund enquiries, contact us at:
This policy does not affect any mandatory rights or legal guarantees available to consumers under applicable law.