Refund policy
THE GLACÉ 30-DAY MAKE-IT-RIGHT PROMISE
We stand behind our products and want every customer to have a fair opportunity to try them properly.
Our products are consumer goods designed for everyday personal use as described on the applicable product page. They are not medical devices, and individual experiences vary. We do not guarantee any specific result, outcome, or performance beyond what is explicitly described on the product page.
HOW TO OPEN A CLAIM
Contact us within 30 days of confirmed delivery at infoglaceofficial@mail.com.
Your order number must be included in the subject line.
Example: Order #1234 — 30-Day Claim
Your claim must include:
Full name used on the order
Order number
Clear photo of the product
Brief description of the issue
If your claim concerns performance or satisfaction, a description of how and how frequently you used the product
Claims missing required information may remain pending until the requested information is provided.
Do not return any product without receiving written return authorization from us first. Unauthorized returns will not be accepted or refunded.
DEFECTIVE OR DAMAGED ITEMS
Products that arrive damaged, defective, or non-functional must be reported within 7 days of delivery.
Your email must include:
Order number in the subject line
Full name
Clear photos and/or video showing the problem
Photos of the shipping packaging if the item arrived damaged
We may ask you to complete reasonable troubleshooting before approving a replacement.
If we confirm a manufacturing defect or fulfillment error, we will provide an appropriate replacement or remedy at no additional cost to you.
30-DAY SATISFACTION CLAIMS
If you believe the product is not performing as described, contact us within 30 days of confirmed delivery.
Because proper use, consistency, and individual factors can affect your experience, we may provide reasonable guidance or troubleshooting before authorizing a return.
For a satisfaction-based claim, you may be asked to provide:
Your order number
Full name used on the order
Confirmation that you followed the supplied instructions
Description of how you used the product
Approximate frequency of use
Written explanation of the problem
Photos showing the current condition of the product
Any additional reasonable information necessary to evaluate the claim
Submitting a claim does not automatically mean a refund has been approved.
WHAT OUR 30-DAY PROMISE DOES — AND DOES NOT — MEAN
Our products are designed for the everyday personal use described on the product page. We do not promise any specific outcome beyond what is explicitly stated.
Failure to achieve a result we never guaranteed does not, by itself, mean the product is defective or failed to perform as described.
This does not affect any mandatory rights available to you under applicable consumer protection law.
REASONABLE USE REQUIREMENT
Our 30-Day Make-It-Right Promise exists so customers can genuinely evaluate our products.
For performance-based claims, we may ask you to demonstrate that you made a reasonable, good-faith attempt to use the product according to its instructions.
Misuse, intentional damage, unauthorized modification, failure to follow instructions, or refusal to provide information reasonably necessary to evaluate a claim may affect eligibility under this voluntary guarantee.
APPROVED RETURNS
Never send a product back without written authorization.
If your return is approved:
We will provide return instructions and a return address
Customers are responsible for return shipping unless the return results from a confirmed manufacturing defect, fulfillment error, or applicable law requires otherwise
The product must be returned in its current condition — not intentionally damaged, altered, or further misused
Returned products may be inspected before the refund is finalized
The approved return must be shipped within the timeframe stated in your return authorization
WHAT WE DO NOT COVER
To the extent permitted by applicable law, our voluntary guarantee does not cover:
Claims initiated more than 30 days after confirmed delivery
Claims where required information or reasonable supporting documentation is not provided
Products returned without prior written authorization
Intentional damage, abuse, misuse, or unauthorized modification
Damage caused by use contrary to supplied instructions
Normal wear from ordinary use
Products lost or stolen after confirmed delivery
Dissatisfaction based solely on an outcome or result we never promised
Change-of-mind returns involving a materially used product, except where required by law
Products purchased from unauthorized third-party sellers
Nothing in this policy limits rights that cannot legally be excluded.
REFUNDS
Approved refunds are issued to the original payment method.
Once processed by us, please allow approximately 5–7 business days for the refund to appear. Your bank or payment provider may require additional processing time.
Original expedited shipping charges, if applicable, are non-refundable except where required by law or where the refund results from our fulfillment error.
CONTACT
Always include your order number in the subject line.