Terms of service

Return & Exchange Policy - GLOUZ

At GLOUZ, we are committed to providing a seamless and reliable shopping experience for all our customers. Please read the following Return and Exchange Policy carefully to understand your rights and service procedures.

1. Timeframe & Policy Rules

  • General Returns (Change of Mind): General returns are accepted only with the courier representative at the time of delivery. You may inspect your package upon arrival and decline to receive it by returning it directly with the driver and paying only the shipping fee.

  • Returns & Exchanges (Defective or Incorrect Items): Return or exchange requests due to a product defect, damage, or manufacturing issue are accepted within 48 hours from the time of delivery.

2. Conditions for Return & Exchange

To be eligible for a return or exchange, the following conditions must be met:

  • The item must be in its original condition with no signs of use.

  • The item must be in its original packaging, complete with all accessories and original tags attached.

  • Proof of purchase must be provided (Order Number / Registered Email / Phone Number).

3. How to Submit a Request

  1. Submit Request: Contact our Customer Support team via [WhatsApp / Phone] with the following information:

    • Order Number.

    • Name of the product to be returned or exchanged.

    • Reason for return or exchange (including clear photos or videos of the issue).

  2. Review: Our team will review your request within 24 to 48 business hours to provide initial approval and return instructions.

  3. Item Return: The package must be handed over to our authorized courier service or returned to our main head office.

  4. Inspection & Quality Check: Once received, the item will be inspected to confirm its condition and verify the reported issue.

4. Shipping Fees

  • Store Error or Defective Items: GLOUZ covers all shipping and delivery costs incurred for the return or exchange.

  • General Return at Delivery: The customer pays only the shipping fee directly to the courier representative at the time of delivery.

5. Refund Policy & Timelines

Upon final approval and successful inspection of the returned item:

  • Electronic Payments (Cards / Digital Wallets): Refunds are processed back to the original payment method within 7 to 14 business days (processing time may vary based on your bank).

  • Cash on Delivery (COD): Refunds are transferred via (Bank Transfer / Digital Wallet / Store Voucher) based on customer preference within 3 to 7 business days.

  • Customers may also choose to receive Store Credit for immediate use on future purchases.

6. Contact Us

For any inquiries or to initiate a return or exchange request, please contact us via:

  • WhatsApp / Phone: [Phone Number]

  • Working Hours: Saturday to Thursday, from 10:00 AM to 10:00 PM.