Return and exchange policy

Glossnooks (hereinafter referred to as “we”, “us”, or “our”) operates exclusively through an online store and is committed to providing a clear and transparent returns and exchanges process. This policy explains the applicable conditions and procedures for return and exchange requests related to orders placed through our website.

1. Valid Period for Returns and Exchanges

You may submit a return or exchange request within 30 days from the date you successfully receive the product. Requests submitted after this period will not be accepted.

2. Conditions Eligible for Returns and Exchanges

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has an unusual odor, significant color difference, or other abnormal conditions;
• The received item does not match the order details (wrong item or missing item);
• A return or exchange is requested without a specific reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Procedure

1. Please contact us by email or customer service phone to request a return and provide your order number, payment confirmation (if applicable), return reason, and relevant photos or videos as supporting evidence;
2. Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions;
3. Please send the product back to the specified return address using proper packaging and wait for confirmation that we have received the returned package;
4. Once the product is received, we will inspect it. If the return is approved based on the actual condition of the item, a refund will be arranged accordingly. For more details, please refer to the Refund Policy.

4. Exchange Procedure

1. Submit an exchange request via email or phone and provide your order number, payment confirmation (if applicable), exchange reason, and relevant photos or videos as supporting evidence;
2. After approval, our customer service team will notify you and provide the designated return address and exchange instructions;
3. Please return the product to the specified address using proper packaging and wait for confirmation that we have received and inspected the returned item;
4. After inspection confirms eligibility, a replacement item will be shipped to your address within 1–3 business days. Shipping timelines can be found in the Shipping Policy.

5. Refund Processing

Refunds will be issued to the original bank card used for payment, including Visa and MasterCard. Depending on the processing efficiency of the card issuer, refunds are generally credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, the related return shipping costs will be covered by us;
• If the return or exchange is requested without a specific reason (change of mind), the related shipping costs will be borne by the customer.

7. Responsibility Statement

Return and exchange requests will be processed only if they meet the conditions outlined in this policy and are approved following review. Delays or unsuccessful processing caused by incomplete information, failure to follow instructions, improper packaging, or product condition not matching the reported issue may affect the final outcome.

8. Return Label Information

Some orders may include a return label inside the parcel. If a return label is provided, please use it as instructed. If no return label is included, please contact our customer service team for return instructions.

9. Contact Information

Contact Address: 1911 Baylor Drive, Richardson, TX 75081, United States
Customer Service Phone: +1 (860) 989-9981
Customer Service Email: assist@glossnooks.com
Service Hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (CT)