This Return & Refund Policy applies to physical products supplied by ECOMMERCE LIMITED GLORY WU following an enquiry through the GLORYWU catalogue.
Digital products, membership services, subscription services and other non-physical products are governed by separate policies.
1. Return Eligibility
Customers may request a return or refund by contacting our customer support team within the applicable return period. All requests must include sufficient order information to allow verification.
2. Unused and Unopened Products
Customers may request a return within fourteen (14) days of delivery if the product:
- Remains unopened;
- Remains unused;
- Is in its original packaging;
- Is in resalable condition.
Once the returned item is received and inspected, the product purchase amount may be refunded. Original shipping fees, customs charges, taxes, insurance fees and other third-party charges are generally non-refundable unless required by applicable law.
3. Opened or Partially Used Products
If a product has been opened or partially used, customers may still submit a refund request. After review, we may offer a replacement product, store credit, partial refund or another reasonable resolution.
Any partial refund granted shall not exceed fifty percent (50%) of the product purchase amount. Approval and refund amounts are determined at our discretion based on product condition, usage status, customer explanation and supporting documentation.
4. Product Quality Issues
If a product arrives damaged, defective, incorrect or incomplete, customers must notify us within seven (7) days after delivery.
Customers may be required to provide an order number, photos or videos, packaging photos and a detailed description. After verification, we may provide a replacement shipment, product exchange, partial refund or full refund.
5. Non-Quality Related Returns
Returns requested due to personal preference, change of mind, purchasing-decision changes, colour expectations or size-selection issues may be accepted at our discretion.
Customers are responsible for return shipping costs and any associated duties, taxes, customs charges or handling fees. Returned products must remain in good condition and suitable for resale.
6. Non-Refundable Situations
Refund requests may be denied if:
- More than ninety (90) days have passed since delivery;
- The product has been fully consumed or used;
- The order cannot be verified;
- The customer fails to provide requested information;
- The claim cannot be reasonably substantiated;
- Fraudulent or abusive activity is suspected.
7. Return Procedure
Customers must contact customer support before returning any product. Unauthorised returns may not be accepted.
- Contact customer support;
- Submit supporting information;
- Receive return instructions;
- Ship the product if requested;
- Product inspection;
- Refund or resolution decision.
8. Refund Processing
Approved refunds will generally be processed within three (3) to seven (7) business days and are normally issued back to the original payment method. Actual posting times depend on the customer’s bank, card issuer or payment provider and may require additional processing time.
9. Dispute Resolution Before Chargebacks
Customers agree to contact our customer support team before initiating a payment dispute, chargeback or claim with their card issuer.
Our support team will make reasonable efforts to resolve concerns through shipment assistance, product replacement, product exchange, partial refund or full refund. Failure to contact support before initiating a chargeback may delay resolution.
We reserve the right to provide relevant order records, tracking information, communications and supporting documentation to payment processors, acquiring banks, card issuers and dispute-resolution providers.
10. Abuse of Policy
We reserve the right to deny refund requests where we reasonably believe a customer is abusing this policy, including repeated excessive refund requests, fraudulent claims, false non-delivery or damage claims, abuse of promotional offers or other bad-faith conduct.
11. Contact Details
ECOMMERCE LIMITED GLORY WU
UNIT B53 2/F KWAISHINGINDUSTRIAL BUILDING PH 1 36-40TAI LIN PAI ROAD KWAI CHUNGNT
support@glorywu.asia