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Refund policy
GladWares is committed to customer satisfaction. If you are not satisfied with your purchase, you may request a return within 60 days of delivery, subject to the conditions below.
Quick Overview
- Return requests may be submitted within 60 days of delivery.
- Items must be unused, in original condition, and returned with original packaging and included accessories.
- Customers should contact us before sending any return.
- EU consumers may have a statutory 14-day right of withdrawal.
Return Eligibility
To be eligible for a standard return, the item must be unused, in the same condition that you received it, and returned in its original packaging with all included accessories, manuals, and documentation.
Handmade, customized, or personalized products are not eligible for return unless they arrive damaged, defective, or incorrect.
Items that are damaged due to misuse, improper handling, unauthorized repair, or normal wear and tear are not eligible for return.
How to Start a Return
Before sending any item back, please contact us through our Contact Us form or email us at Support@GladWares.com to request return instructions and a Return Merchandise Authorization (RMA) number.
We will provide the correct return address and return instructions. Please do not send your return to the address printed on the package unless we specifically confirm that address.
Returns sent without contacting us first may be delayed or may not be accepted, except where prohibited by applicable law.
Return Shipping
Return parcels are sent to mainland China and may incur cross-border or international return shipping costs. For standard returns, customers purchase their own return shipping labels. Responsibility for return shipping costs and any statutory exceptions remain governed by the corresponding provisions of this policy.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
We do not charge handling fees or restocking fees for eligible returns or exchanges.
We recommend using a trackable shipping service. GladWares is not responsible for lost, damaged, or untraceable return shipments.
Standard Exchanges
Items that meet our existing standard return conditions may be exchanged. Please contact us first for return instructions. Return the original item first, and we will then arrange the exchange.
Refunds
For standard returns, within 5 business days after we receive the returned items, we will complete our inspection, notify you whether your refund has been approved, and initiate any approved refund to your original payment method.
After we initiate the refund, your bank or payment provider may need an additional 5–10 business days for the amount to appear in your account. This standard processing timetable does not limit applicable statutory refund deadlines or the statutory rights described below.
Original shipping fees are non-refundable unless the return is due to our error, such as a defective, damaged, or incorrect item.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us at Support@GladWares.com within 7 days of delivery. Please include your order number, a description of the issue, and clear photos or videos showing the problem.
If the issue is confirmed, we may offer a replacement, repair, refund, or other appropriate solution.
EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.
To exercise your EU right of withdrawal, you may notify us by using our online EU withdrawal function, by contacting us through our Contact Us form, or by emailing us at Support@GladWares.com with a clear statement that you wish to withdraw from your purchase.
Your withdrawal request should include your name, order number, email address, the item or items you wish to withdraw from, and whether you are withdrawing from the full order or only part of the order.
After we receive your withdrawal request, we will send you a confirmation by email and provide return instructions.
For EU consumers exercising the statutory right of withdrawal, an RMA number may be used to help us provide return instructions and process the return efficiently, but it does not limit your statutory withdrawal rights.
After notifying us of your withdrawal, you must send back the goods without undue delay and no later than 14 days from the day you informed us of your decision to withdraw.
EU Refunds
For eligible EU withdrawals, we will refund the payment received for the returned goods, including the standard outbound delivery cost where required by law. Any additional cost paid for expedited, premium, or non-standard delivery will not be refunded unless required by law.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
You are responsible for the direct cost of returning the goods unless the item arrived damaged, defective, or incorrect.
You may inspect the product as you would in a physical store. If the product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct any diminished value from your refund where permitted by law.
Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.