Our stipulated refund and returns policy is valid for a period of seven (7) days. Regrettably, if a duration of seven (7) days has elapsed from the date of your acquisition, we are unable to facilitate a comprehensive refund or exchange of the purchased item(s). To qualify for a return, the merchandise must be in an unused condition, mirroring the state in which it was originally received, and it must also be contained within its original packaging. Please note that refunds are exclusively applicable to custom-made apparel and items designated as ‘sale’ items, encompassing both branded items available through our online store and those procured at our physical retail location. Personalized items, such as customized hoodies, t-shirts, mugs, gift bags, or diaries created according to individual specifications, are ineligible for refund consideration. To finalize your return request, submission of a receipt or suitable proof of purchase is mandatory.
Refunds
Upon receipt and inspection of your returned item, a notification email will be dispatched to inform you of its arrival. This notification will also convey the approval or rejection status of your refund request. In the event of approval, your refund will be duly processed, and a credit will be automatically applied to your credit card or the original payment method utilized during the purchase, subject to a standard processing timeframe.
Late or Missing Refunds
Should you not receive a refund within the expected timeframe, we advise that you initially re-examine your bank account records. Following this, we recommend contacting your credit card provider, as there may be an interim period before the refund is formally reflected in your account. Subsequently, please liaise with your banking institution, as refund postings are often subject to processing delays. If, after completing these steps, you have yet to receive your refund, kindly reach out to us at sales@glmgroup.co.ke for further assistance.
Exchanges
We facilitate exchanges exclusively for items that are demonstrably defective or damaged. Should you require an exchange for the same item, please forward an email to sales@glmgroup.co.ke outlining the details of the exchange request.
Shipping Returns
The responsibility for all shipping costs associated with the return of merchandise rests solely with the customer. It is important to note that shipping costs are non-refundable. In circumstances where a refund is granted, the cost of return shipping will be deducted from the total refund amount. The transit time for exchanged products to reach you may fluctuate depending on your geographical location. For returns involving items of considerable value, it is advisable to utilize a trackable shipping service or acquire shipping insurance. Please be aware that we cannot provide a guarantee of receipt for returned items.
Assistance
For any inquiries pertaining to refunds and returns, please do not hesitate to contact us at sales@glmgroup.co.ke.
