Return Policy
Return Policy
We want you to be happy with your order. This policy explains your rights when shopping with Glomyx, including your 14-day right of withdrawal as an EU consumer.
1. Order cancellation (before shipping)
You can cancel your order for a full refund (including any shipping paid) at any time before it is shipped. Email us at support@glomyx.com with your order number. Approved cancellations are refunded within 5–7 business days after approval; your bank may take an additional 3–5 business days to post the refund.
2. Your 14-day right of withdrawal (EU consumers)
If you are a consumer in the European Union, you have the right to withdraw from this contract within 14 calendar days of receiving the goods, without giving any reason. The withdrawal period ends 14 calendar days after the day on which you (or a third party other than the carrier and indicated by you) receive the goods. To exercise your right, simply notify us at support@glomyx.com with a clear statement (for example, an email) before the period ends. This does not affect your statutory rights.
To be eligible for a return, the goods must be in the condition you received them: unused, with the original packaging, tags and accessories, together with proof of purchase. You may handle and inspect the goods as you would in a shop — reasonable inspection to establish the nature, characteristics and functioning of the goods is allowed. You are liable for any diminished value caused by handling beyond what is reasonably necessary.
Custom-made or personalised items are excluded from the right of withdrawal, in line with EU consumer law.
3. How to return an item
Please email support@glomyx.com before sending anything back. We will reply with the return address and return instructions. Do not send items back without contacting us first — returns sent without prior contact may be delayed or refused.
4. Who pays the return shipping cost
- If you exercise your 14-day right of withdrawal or change your mind: you are responsible for the cost of returning the goods (the actual cost charged by the carrier you choose).
- If the return is due to our fault (damaged, defective or incorrect item): we cover the return shipping cost.
5. Refunds
After we receive and inspect your return, we will notify you by email. If your return is approved, we will refund the price you paid for the goods (and the standard delivery cost, where you exercised your right of withdrawal) within 10 business days after we receive the returned goods. Your bank may take an additional 3–5 business days to post the refund to your account.
If we approve a refund without requiring you to return the goods (for example, damaged, defective or incorrect items verified by photos, an item that has not arrived, or a cancelled order that has not shipped), we will process the refund within 5–7 business days after approval, plus 3–5 business days for your bank to post it.
Refunds are issued to the original payment method. If only part of your order is affected, we will issue a partial refund for the affected items.
6. Damaged, defective, incorrect or missing items
If your order arrives damaged, defective or incorrect, please contact us within a reasonable time (we recommend within 7 days of delivery) at support@glomyx.com with your order number and photos. Once we have verified the issue, you can choose between a replacement and a refund. We will not require you to return the item unless we ask you to, and in that case we will cover the return shipping cost.
If an item does not arrive, please contact us and we will investigate with the carrier; once the issue is confirmed, we will arrange a replacement or a refund.
7. Late or missing refunds
If you have not received your refund within the timelines above, first check your bank account, then contact your card issuer (refunds can take extra business days to post), and then contact us at support@glomyx.com with your order number.
8. Contact us
Email: support@glomyx.com. We usually reply within 1–2 business days.
