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.

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.

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.

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.

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.

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.