Refund policy

Refund & Return Policy

Our return policy is valid for 30 days from the date of purchase. If more than 30 days have passed since your order arrived, we are unfortunately unable to offer a refund or exchange.

Return Eligibility

To be eligible for a return, your item must be:
- Unused, for hygiene and safety reasons
- In the same condition that you received it
- In its original packaging
- Accompanied by a valid receipt or proof of purchase

Please do not return your purchase directly to the manufacturer. All returns must be processed through our customer service team.

Partial Refunds

In certain cases, only a partial refund may be granted:
- Items that are not in their original condition, are damaged, or are missing parts for reasons not caused by us
- Items returned more than 30 days after delivery

Order Cancellations

A fee of €15 will be applied for any order cancellation made without a valid reason. The following situations qualify as valid reasons for a full refund cancellation:
- Product issues (defective product, or product damaged during transit — not damage to the outer box)
- Payment problems (credit card error, payment declined)

Returns for discomfort related to mask fit or weight are not accepted for the regular GLED model. We strongly encourage customers to carefully consider their purchase decision in advance, taking into account their personal comfort preferences. For customers seeking maximum comfort, we recommend the GLED Pro mask as a premium alternative.

Refund Processing

Once your return has been received and inspected, you will receive an email confirming receipt of your item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed automatically and a credit will be applied to your original method of payment within a few business days.

Delayed or Missing Refunds

If you have not received your refund yet, please follow these steps in order:
1. Check your bank account again to confirm the refund has not already been posted.
2. Contact your credit card company — there may be additional processing time before the refund officially appears.
3. Contact your bank directly, as some banks require extra time to release refunded amounts.

If you have completed all of the above and still have not received your refund, please contact us at info@MyGlamoura.com and we will resolve the situation as quickly as possible.

Sale Items

Only regular-priced items are eligible for a refund. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items that are defective or damaged at the time of delivery. If you need to exchange an item for the same product, please send us an email at info@MyGlamoura.com and our team will guide you through the process.

Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the returned item is received, a gift certificate will be sent to you.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves before passing it on to you, the refund will be issued to the original purchaser.

Claim Window

Customers have 10 days from the date of technical recommendation issued by our customer service team to initiate a return. Beyond this period, the claim will be considered closed and no further action can be taken.

Contact

For any questions regarding refunds, returns, or exchanges, please contact us at info@MyGlamoura.com. Our team responds within 24 business hours.