At Glassbox, we strive to provide our customers with exceptional products and service. If you are not completely satisfied with your purchase, we offer a hassle-free return and exchange policy, subject to the following terms and conditions:
I. Return Period:
You may return or exchange your jewellery item within 15 days of the original purchase date.
II. Condition of the Product:
To be eligible for a return or exchange, the item must be unused, undamaged, and in its original packaging with all tags and accessories included.
III. Reasons for Returns:
- Defective or damaged product upon receipt.
- Incorrect size, colour, or style ordered.
- Change of mind.
IV. Refund vs. Exchange:
- Refund: Customers will receive a full refund to the original payment method for returned items.
- Exchange: Customers can exchange the item for a different product of equal or lesser value. If the new item is of greater value, the customer will be responsible for paying the price difference. If it is of lesser value, we will issue a refund for the difference.
V. Return Process:
- Contact our customer service team at info@glassbox.co.ke or call +254708593864 to initiate the return or exchange process.
- Obtain a return authorization number and shipping instructions.
- Package the item securely, including all original packaging and accessories, and ship it back to us.
VI. Return Shipping Costs:
- For returns or exchanges due to defective or damaged products or incorrect orders, we will provide a prepaid return shipping label.
- For returns or exchanges due to a change of mind, the customer will be responsible for covering the cost of return shipping. This cost will be deducted from the refund amount.
VII. Exceptions and Restrictions:
- Customized or personalized items are non-returnable and non-refundable unless defective or damaged upon receipt.
VIII. Exchange Process:
- Once we receive your returned item and it meets the eligibility criteria, we will process the exchange and ship out the new item the same day.
Please note that all returns and exchanges are subject to inspection and approval by our team. We reserve the right to refuse returns or exchanges that do not meet our policy criteria.
If you have any questions or concerns regarding our return and exchange policy, please don’t hesitate to contact us. We’re here to assist you every step of the way.