RETURN, REFUND & REPLACEMENT POLICY
GLUZO RETURN, REFUND & REPLACEMENT POLICY
Last Updated: 04 March 2026
Effective Date: 04 March 2026
This Return, Refund & Replacement Policy (“Policy”) applies to purchases made on the Gluzo Platform operated by GLUZO AI INC (“Gluzo”, “we”, “us”).
1. General Principles
Returns, refunds, and replacements are subject to verification and compliance with this Policy. Products must be returned:
- unused and unaltered;
- in original packaging with seals, labels, and barcodes intact;
- along with any freebies/accessories supplied.
For hygiene and safety reasons, opened/used cosmetic or skincare products are generally not eligible for return, except where required due to damage/defect/wrong item delivery (subject to verification).
2. Return/Replacement Windows (No Inconsistency)
2.1 Wrong / Damaged / Defective Item
You must raise a request within 7 (seven) days of delivery (including by email to team@gluzo.com).
2.2 All Other Eligible Returns (If Applicable)
You must raise a request within 15 (fifteen) days of delivery.
Requests raised after the applicable window may be declined.
3. Non-Returnable / Non-Replaceable Situations
Returns will not be accepted where:
- product is damaged due to misuse/overuse;
- product is used, opened, or altered (except verified damage/defect/wrong item cases);
- returned without original packaging, price tags, labels, seals, barcodes, freebies, or accessories, or where original packaging is materially damaged;
- serial number/label is tampered with;
- request is initiated after the applicable timeline;
- free promotional product is provided by brand/Gluzo (unless defective/wrong).
4. How to Initiate a Return/Refund/Replacement
Option A — In-App
Go to Account → Orders → Select Order → “Have a Concern” → Choose reason → Submit.
Option B — Email
Email team@gluzo.com from your registered email/phone details with:
- order ID,
- item name(s),
- reason,
- Supporting photos/videos (especially for damage/defect/wrong item).
5. Pickup and Verification
Upon acceptance of your request, Gluzo will arrange pickup where serviceable. Refund/replacement will be initiated only after the returned products are received and verified at Gluzo’s warehouse.
If pickup is not possible due to address/serviceability constraints, Gluzo will share alternate instructions.
6. Replacement
Replacement is subject to availability. If replacement is not available, Gluzo will process a refund.
7. Refunds; Timelines
Refunds are processed after return verification.
- Card / Debit / Digital Wallet: refund initiation generally within 24–48 business hours post-verification; bank processing may take up to 5 business days to reflect.
- Other payment methods: refund is processed to the original payment method or via ACH bank transfer to details provided by you, generally within 24–48 business hours post-verification; bank processing may take up to 5–10 business days.
8. Cancellation
Order cancellations (if allowed) will follow the cancellation flow available on the Platform and the stage of fulfilment. If an order is already shipped/dispatched, cancellation may not be possible and the return process will apply.
9. Contact
Operator: GLUZO AI INC
Registered Office: 16192 Coastal HWY, Lewes, Sussex, Delaware, 19958, USA
For support: team@gluzo.com
For grievances/escalations: legal@gluzo.com
