This policy explains when an order may be cancelled, returned, exchanged or refunded.
Nothing in this policy limits any rights available to you under applicable consumer protection law.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at hello@shopglaia.com and provide your order number.
Orders may generally be cancelled without additional charge if the cancellation request is received before the order has been dispatched.
Once an order has been dispatched, we may no longer be able to stop the shipment. If the product is eligible for return, you may request a return after delivery in accordance with this policy.
Cancellation by GLAIA
In rare circumstances, we may cancel an order before dispatch, including where:
- the product becomes unavailable;
- there is an obvious pricing or listing error;
- payment cannot be verified;
- the order is identified as potentially fraudulent;
- the delivery address is not serviceable; or
- we are otherwise unable to fulfil the order.
If we cancel an order for which payment has already been received, the amount paid for the cancelled order will be refunded.
Return Window
Eligible products may be requested for return within 7 days from the date of delivery.
To start a return, contact hello@shopglaia.com with:
- your order number;
- the product you wish to return;
- the reason for the return; and
- photographs where relevant.
Please do not send a product back without first contacting us and receiving return instructions.
Return Conditions
For a return based on change of mind or preference, the product must generally be:
- unused and unworn;
- free from scratches, marks, damage or alteration;
- returned with its original packaging;
- returned with any tags, certificates or accessories supplied; and
- accompanied by proof of purchase.
Products that do not meet these conditions may be refused where permitted by law.
Non-Returnable Products
Unless the product is defective, damaged, incorrectly supplied or applicable law requires otherwise, the following may not be eligible for change-of-mind returns:
- customised, personalised or engraved jewellery;
- pierced earrings or other pierced jewellery for hygiene reasons;
- gift cards or vouchers;
- products altered or resized at your request;
- products damaged through misuse, improper storage or accidental damage;
- products marked as final sale where permitted by applicable law.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, incorrect or materially different from what you ordered, please contact us as soon as reasonably possible.
Where possible, we recommend notifying us within 48 hours of delivery and providing clear photographs or an unboxing video. This helps us investigate the issue with the courier or fulfilment team.
The 48-hour recommendation does not remove any rights you may have under applicable consumer law.
Once verified, we will arrange an appropriate remedy, which may include replacement, exchange, repair or refund depending on the circumstances and applicable law.
Exchanges
Where an exchange is available, it is subject to product availability.
If the requested replacement is unavailable, we may offer an alternative product, store credit where agreed, or a refund.
Any price difference for an exchange will be communicated before the exchange is completed.
Return Shipping
If a return is required because we supplied a defective, damaged or incorrect product, GLAIA will bear the reasonable return shipping cost or arrange collection where available.
For an approved change-of-mind return, return shipping charges may be borne by the customer unless otherwise stated.
We recommend using a trackable courier service when returning a product independently.
Inspection
Returned products may be inspected after they reach us to confirm that they meet the applicable return conditions.
We will notify you if the return has been approved or if additional information is required.
Refunds
Once a refund is approved, we aim to initiate it to the original payment method within 7 business days.
Your bank, card issuer, UPI provider or payment gateway may require additional time to reflect the refund in your account.
Accepted refunds will always be processed within any mandatory timeline required under applicable law.
If the original method of payment cannot be used for the refund, we may contact you to arrange an appropriate alternative method.
Original Shipping Charges
Where a return is made solely because you changed your mind, original shipping charges, if any, may not be refundable where permitted by applicable law.
If the return arises from a damaged, defective or incorrect product supplied by us, applicable shipping charges will also be addressed as part of the resolution.
Refund Delays
If we have confirmed that a refund has been initiated but it has not appeared in your account, please first check with your bank, card issuer or payment provider.
If you still require assistance, contact us with your order number and refund details.
Contact Us
To request a cancellation, return, exchange or refund, contact:
GLAIA JEWELLERY PRIVATE LIMITED
Email:
hello@shopglaia.com
Phone:
+91 919 912 3539