1. Our returns policy
We want you to be completely satisfied with your Glourra purchase. If you are not happy with your order, we accept returns within 7 days of the delivery date.
2. Eligibility for returns
Items must be:
- ✓ Returned within 7 days of delivery date
- ✓ Unopened and in original packaging
- ✓ In the same condition as received
Items NOT eligible for return:
- ✗ Opened or used products (for hygiene reasons)
- ✗ Items returned after 7 days of delivery
- ✗ Items damaged due to misuse or improper storage
3. How to initiate a return
Step 1: Email hello@glourra.com within 7 days of delivery with:
- Your order number
- Reason for return
- Photos of the product (if damaged/incorrect)
Step 2: We will respond within 2 business days with return instructions and our warehouse address.
Step 3: Ship the item back using a trackable courier. Return shipping cost is the responsibility of the customer. We recommend using a tracked shipping service as we cannot be responsible for items lost in transit.
Step 4: Once we receive and inspect the returned item, we will process your refund.
4. Refunds
- Refunds are issued to the original payment method
- Refunds are processed within 10 business days of receiving the returned item at our warehouse
- Original shipping charges are non-refundable
- You will receive an email confirmation when your refund has been processed
- Bank processing time may add 3-5 additional days depending on your bank
5. Damaged or incorrect items
If you received a damaged or incorrect item, please contact us within 48 hours of delivery at hello@glourra.com with your order number and photos. In these cases, we will cover the return shipping cost and send a replacement or issue a full refund.
6. Contact us
We aim to respond to all enquiries within 24 business hours.