Refund and Returns Policy

1. Eligibility Period for Return & Refund

2. Qualified Return Conditions

1. Products remain unused, unwashed, undamaged, with all original packaging, labels, accessories and user manuals intact;
2. No man-made scratches, stains, deformation or disassembly traces on the goods;
3. Intimate apparel, customized personalized goods, digital downloadable products, perishable goods and clearance sale items are non-refundable and non-returnable under any circumstances;
4. You must obtain a valid Return Merchandise Authorization (RMA) number from our support team before sending back items. Packages returned without an RMA code will be rejected directly by our warehouse.

3. Cost Allocation for Return Shipping & Customs Fees

1. Returns caused by our faults (wrong item, defective product, shipping damage, missing accessories): We shall bear the full cost of return shipping, and provide a pre-paid shipping label for you. All original customs duties and taxes incurred for the order will be fully refunded after inspection.
2. Voluntary no-reason returns by customers: You shall take full responsibility for international return shipping fees, customs clearance charges, import duties and related service fees generated during return transit. Original order duties and taxes paid at the time of purchase are non-refundable. A 15% restocking fee will be deducted from your final refund amount to cover product inspection and logistics costs.
3. We strongly recommend using traceable logistics with cargo insurance for all return shipments. Glivo.shop will not be liable for lost or damaged parcels during return transit if you choose untracked shipping.

4. Application & Processing Procedures

1. Submit a service ticket via our website chat or official support email, providing your order number, clear photos/videos of the product, and detailed return reason;
2. Our customer service team will review your application within 24 working hours and issue an RMA number if approved;
3. Send back the goods following the shipping address provided by us, and fill in the tracking number on your return application form;
4. After our warehouse receives and inspects the returned items, we will confirm the refund result within 3–7 working days;
5. Approved refunds will be credited back to your original payment account within 7–14 business days, subject to the processing cycle of your payment provider and bank institution.

5. Special Refund Scenarios Without Returning Goods

• Severe product damage during delivery with complete unboxing video evidence;
• Massive quantity mismatch or completely wrong item delivery confirmed by official logistics records;
• Products fail core functional tests and cannot be repaired or replaced.

6. Policy Modification Right

7. Contact Channel for After-Sales Inquiries