Return & Refund Policy

Last Updated: September 14, 2026

At Glaines, we want you to feel confident when shopping with us. If there is an issue with your order, please review the following Return & Refund Policy carefully.

30-Day Return Policy
Return requests must be submitted within 30 days of the date your order is delivered.

To request a return, please contact Glaines Customer Service at service@Glaines.com within 30 days after receiving your order.

Once your return request has been reviewed and approved, we will provide you with the applicable return instructions.

Your return package must be shipped within the timeframe specified in the return instructions.

Please do not send a product back without contacting us first. The appropriate return location may vary depending on the product and fulfillment location.

Return Eligibility
To be eligible for a return, the product must:

Be unused and in substantially the same condition in which you received it

Include the original packaging, accessories, components, and documentation, where applicable

Be packaged appropriately to prevent damage during return shipping

Be in a condition suitable for inspection and, where applicable, resale

We reserve the right to reject a return or reduce the refund amount where permitted by applicable law if the returned product has been used, damaged, altered, is missing components, or is otherwise returned in a condition materially different from the condition in which it was received.

Nothing in this policy limits any mandatory consumer rights that may apply in your jurisdiction.

Defective, Damaged, or Incorrect Items
If you receive a product that is defective, damaged, or materially different from what you ordered due to an error on our part, please contact us at service@Glaines.com within 30 days of delivery.

Please provide:

Your order number

A description of the issue

Clear photographs or video showing the product and the issue

Photographs of the shipping package, where applicable

After reviewing your request, we may offer an appropriate solution, which may include a replacement or refund, depending on the circumstances, product availability, and applicable law.

If the problem was caused by us, we will work to resolve the issue at no additional cost to you where required under this policy or applicable law.

Return Shipping Costs
For returns that are not caused by a defective, damaged, or incorrect item attributable to Glaines, the customer is responsible for applicable return shipping costs.

Where the return is the result of an error on our part, such as receiving a defective, damaged, or incorrect product, we will provide an appropriate solution in accordance with this policy and applicable law.

Customers will not be charged a restocking fee for eligible returns.

Original shipping charges may be non-refundable unless otherwise required by applicable law or the return is caused by an error attributable to us.

Returning Your Product
Before returning any product, please contact us at:

service@Glaines.com

Once your return has been approved, follow the return instructions provided by our customer service team.

We strongly recommend using a trackable shipping service for your return.

After shipping your return, please retain:

Your return tracking number

Shipping receipt

Clear photographs of the product before shipment

Clear photographs of the sealed return package

We may request this information to help verify or locate your return.

Glaines cannot be responsible for a return package that is lost before reaching the designated return location when the return shipping method was arranged independently by the customer, except where otherwise required by applicable law.

Non-Returnable or Ineligible Returns
Subject to applicable law, a return may be rejected if:

The return request is submitted outside the applicable 30-day return period

The product has been used, altered, or damaged by the customer

Required components, accessories, or documentation are missing

The product is returned without the required original packaging where that packaging is necessary to verify or safely return the product

The return was shipped without authorization or to an incorrect return location

The returned package cannot be located or verified and was not received by our designated return facility

Certain products may also be non-returnable for hygiene, safety, customization, or other reasons where permitted by applicable law. Any applicable product-specific restrictions will be disclosed on the relevant product page or before purchase where required.

Partial Refunds
In certain circumstances, only a partial refund may be granted where permitted by applicable law.

Examples may include:

Products returned in a condition materially different from the condition in which they were received

Products damaged for reasons not attributable to Glaines

Products with missing accessories, components, packaging, or documentation

Other circumstances where the reduction in value is attributable to handling or damage beyond what is reasonably necessary to inspect the product

Any deduction will be determined reasonably based on the condition of the returned product and applicable law.

Refunds
Once your return has been received and inspected, we will notify you by email.

We will also inform you whether your refund has been approved or rejected.

If your refund is approved, it will generally be processed within 7 business days.

The refund will be issued to your original payment method, unless another method is required or agreed upon under applicable law.

After we issue the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.

Late or Missing Refunds
If you have received confirmation that your refund was processed but have not yet received the funds:

Check your bank or payment account again.

Contact your credit card company or payment provider, as processing times may vary.

Contact your bank, as additional processing time may be required before a refund is posted.

If you have completed these steps and still have not received your refund, please contact:

service@Glaines.com

Please include your order number and any relevant refund information so we can assist you.

Exchanges
We offer exchanges or replacements for eligible products that arrive defective, damaged, or incorrect.

If you need a replacement for the same product, please contact:

service@Glaines.com

Please provide your order number and clear photographs or other evidence showing the issue.

Replacement availability depends on current inventory.

If the same product is unavailable, we may offer an alternative resolution, including a refund where appropriate.

Orders Not Received
If you have not received your order within the expected delivery timeframe, please first check your tracking information for the latest shipment status.

If your order remains undelivered for an unusually long period, please contact Glaines Customer Service at service@Glaines.com.

If you have not received your order within 3 months of shipment, please contact us so that we can investigate the shipment and determine an appropriate resolution based on the tracking information, circumstances, and applicable law.

Return & Exchange Shipping
The time required for a replacement or exchanged product to reach you may vary depending on your location, inventory availability, fulfillment location, carrier operations, and customs processing.

Eligible customers will not be charged a restocking fee for returning a product.

Return shipping charges will be handled according to the reason for the return and the provisions of this policy.

Business Information
Store / Brand: Glaines
Website: Glaines.com
Operated By: Hangzhou Shenbao E-Commerce Co., Ltd.
Email: service@Glaines.com
Phone: +1 973-270-8962

Registered Business Address:
Room 13036, No. 54 Xixing Street, Xixing Subdistrict, Binjiang District, Hangzhou, Zhejiang Province, China