Refund policy
In the event that the goods are not delivered due to the recipient's absence or because the maximum storage period at an Access Point (Store authorized for storage and pickup) has been exceeded, Glusen will cover the return shipping costs.
If the customer, having already been informed about how to retrieve their order (email + tracking number + contact by the courier), requests a refund for the order returned to the sender, the refund will be issued minus the shipping costs related to the delivery and return of the goods. The amounts deducted by Glusen correspond to the actual costs incurred, namely €20 for shipping + €60 for return.
These amounts are calculated per package.
IMPORTANT:
Even in the case of a damaged package, the customer is required to accept the delivery in order to avoid incurring return shipping costs. Damaged products will then be refunded, subject to evaluation by Glusen’s customer service.
Upon delivery of the goods by the courier, the customer is required to check:
– that the number of parcels delivered matches the number indicated on the delivery note;
– that the packaging is intact, not damaged, wet or otherwise altered, including the sealing materials (adhesive tape or metal straps).
Any damage to the package or mismatch in the number of parcels or delivery information must be immediately reported to the courier by writing a detailed reservation notice (e.g., damaged, crushed, wet, pierced parcel, etc.) on the delivery document, and must be reported in the Glusen customer service area.
In case of damaged products, the customer must contact customer service and report the damaged items with photographic evidence, no later than 7 days after delivery.
Once the required documentation is received, and if the customer has followed the procedure outlined in these general terms, Glusen will resolve the issue by offering either a refund (processed within 24/48 hours) or a no-expiry coupon usable on the next order.
In any case, the customer is required to accept the shipment and to immediately check the contents of the package.