Gloryte

Purpose
This policy ensures transparent, customer-centric handling of crediting requests, whether for refunds, exchanges, or, while protecting Gloryte's operational integrity.

1. Eligibility for Credit Requests

1. Time Frame for Requests:
   • Refund Requests: Within 14 days of the purchase date.
   • Exchange Requests: Within 30 days of the purchase date.
     
2. Conditions:
   • Items must be in unused, unworn condition with all original tags, certificates, and packaging intact.
   • Custom or engraved pieces are non-refundable and non-exchangeable unless defective.

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2. Submission Process

1. Customer Responsibilities:
   • Submit a request via our online portal, email, or in-store visit.
   • Include proof of purchase (receipt or transaction ID).
   • For defective items, upload photos showcasing the defect during the request process.
2. Processing by Gloryte:
   • Acknowledgment of the request within 48 hours.
   • Initial assessment and communication of next steps within 5 business days.

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3. Evaluation and Approval Timeline

1. Quality Inspection:
   • Items received for return or exchange undergo a thorough inspection to ensure eligibility.
   • Inspection completed within 7 business days of receipt.
2. Credit/Refund Authorization:
   • Approved refund requests will be credited within 7–10 business days.
     
   • Exchanges shipped within 10 business days, subject to inventory availability.

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4. Refund and Credit Methods

1. Refunds:
   • Processed back to the original payment method used at checkout.
   • Credit card refunds may take an additional 3–5 business days to reflect, depending on the bank.

 

5. Exceptions

1. Holiday Purchases:
   • Extended return/exchange window for purchases made between November 1 and December 31, with requests accepted until January 15.
2. Final Sale Items:
   • These are ineligible for credit unless defective upon arrival.
3. Custom Orders:
   • Alterations or adjustments to custom pieces are available under a separate repair policy, with no monetary credits issued.

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6. Communication Channels

1. Updates and Notifications:
   • Customers will receive updates via email or SMS at every stage of the request (submission, approval, shipping of exchange items, etc.).
2. Live Support:
   • Dedicated support team available Monday to Friday, 9 AM–5 PM, via phone or live chat.

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7. Dispute Resolution

1. Escalation Path:
   • If a customer disputes the credit decision, they can appeal by providing additional details within 10 business days of receiving the decision.
   • Appeals resolved within 5 business days of receipt.