Refund policy

RETURN & REFUND POLICY

Effective date: 01.01.2019

This Return & Refund Policy applies to purchases made on gleoni.com (“Store”, “we”, “us”). By placing an order, you agree to the terms below.

(1) CONTACT
If you have any issues with your order, contact us first:
Email: gleonishop@gmail.com
WhatsApp: +48 575 183 196
Please include your order number and a brief description of the issue.

(2) IMPORTANT DEFINITIONS
Delivery Date: the delivery date shown by the carrier tracking.
Dispatch: the date your order is handed over to the shipping carrier (shipment/dispatch confirmation).

(3) RETURN WINDOW
You may request a return within 30 days of the Delivery Date.
Return requests submitted after 30 days from the Delivery Date may be refused.

For “Not delivered / lost shipment” cases, where there is no Delivery Date, the timelines and process in Sections (6.3), (9), and (4.4) apply.

(4) IMPORTANT: REFUNDS VS STORE CREDIT
We offer:
A) Money-back refunds (to the original payment method) only for eligible cases listed in Section (5).
B) Store credit or exchange (at our discretion) for eligible “change of mind” cases listed in Section (6).
We do not issue refunds to the original payment method for “change of mind” situations.

(5) ELIGIBLE CASES FOR A MONEY-BACK REFUND (SELLER/DELIVERY FAULT)
A refund to the original payment method may be issued only if one of the following applies:

(5.1) Defective item / manufacturing issue
Examples: stains that cannot be removed, broken zipper, tears/rips, poor stitching, obvious material defects, significant and clearly visible color difference compared to the product listing.

(5.2) Damaged in transit
The item arrived damaged due to shipping.

(5.3) Incorrect item received (our mistake)
We shipped the wrong product, wrong color, or wrong size compared to your order confirmation.

(5.4) Not delivered / lost shipment
You may submit a “not delivered” claim if your order has not arrived within 21 days after Dispatch.
A refund/replacement is provided only after the carrier investigation is completed or the carrier confirms a loss/failed delivery.

If your claim is approved, we will provide, at our discretion:
a replacement shipment at no additional cost, or
a full refund to the original payment method.

(6) “CHANGE OF MIND” RETURNS: STORE CREDIT / EXCHANGE ONLY (CUSTOMER CHOICE)
If you changed your mind, the item does not fit your preferences, you ordered the wrong size, or you simply don’t like the item, we do not offer refunds to the original payment method.

In these cases, we may offer store credit or an exchange, provided that all conditions below are met:

Return request is made within 30 days of the Delivery Date.

The item is new, unworn, unwashed, and unused.

All original tags are attached.

The item is returned in the original packaging (including accessories, if any).

The return is authorized (RMA issued) before you ship the package.

Return shipping costs for “change of mind” returns are paid by the customer.

(7) REPORTING DEADLINES & REQUIRED EVIDENCE
To be eligible for a refund/replacement under Section (5), you must contact us within the deadlines below:

(7.1) Damaged, defective, or incorrect item
Contact us within 72 hours of the Delivery Date.

(7.2) Missing items (package delivered but something is missing)
Contact us within 48 hours of the Delivery Date.

(7.3) Not delivered (no Delivery Date)
Contact us if your order has not arrived within 21 days after Dispatch.

(7.4) Evidence requirements
Provide clear photos showing:
the outer packaging (including the shipping label),
the inner packaging,
the item and the issue (close-up and full view).
If possible, include a short, unedited unpacking video. This is strongly recommended to help resolve claims faster.

Claims submitted without reasonable supporting evidence may be denied.

(8) RETURN AUTHORIZATION (RMA) REQUIRED
All returns must be authorized by our support team before you ship the package.

Steps:
Email gleonishop@gmail.com with your order number and the reason for return.
If approved, we will issue an RMA number and provide the return address and instructions.
Ship the package with tracking and send us the tracking number.
Returns sent without an RMA number may be refused or returned to sender.

(9) WRONG ADDRESS, REFUSED, OR UNCLAIMED PACKAGES (CUSTOMER RESPONSIBILITY)
Customers are responsible for entering a complete and correct shipping address during checkout.

(9.1) Address changes after purchase
If you need to change your address after placing an order, contact us immediately. Address changes are not guaranteed once processing has started.
For PayPal payments, we ship only to the address shown in the PayPal transaction details.

(9.2) Returned to sender due to customer actions
If a shipment is returned to us due to:
an incorrect/incomplete address provided by the customer,
refusal of delivery,
failure to claim the package,
repeated unsuccessful delivery attempts,
then:
we can reship the order at the customer’s expense, or
we may issue store credit only after the package is returned and inspected.
Shipping fees and any return-to-sender costs are non-refundable in these cases.

(10) NOT DELIVERED / “DELIVERED” BUT NOT RECEIVED
(10.1) If tracking shows “Delivered”
First check with household members, neighbors, building management, and safe places around the delivery location. Then contact the carrier immediately to open a case.
If the package still cannot be located, contact us. We will assist with the investigation.

(10.2) Reshipment/refund decision
Reshipment or refund is provided only after the carrier investigation is completed or the carrier confirms a loss/failed delivery.

(11) RETURN SHIPPING COSTS
If we confirm an eligible case under Section (5) (defective/damaged/incorrect item), we will cover reasonable return shipping costs or provide an alternative solution (replacement without requiring return) at our discretion, depending on the case.

For “change of mind” cases under Section (6), the customer pays return shipping.

(12) INSPECTION, CONDITION, AND PARTIAL CREDITS
Returned items are inspected upon arrival.
If an item is returned with signs of wear, use, washing, odors, stains, damage, missing tags, or missing packaging/accessories, we may:
refuse the return, or
issue reduced store credit to reflect the diminished value.

(13) REFUND / STORE CREDIT PROCESSING TIME
Refunds:
If a refund is approved, it will be issued to the original payment method after:
we receive and inspect the return (if a return is required), or
we confirm the claim with the carrier (for not delivered/lost cases).
Processing typically takes 5–10 business days after the return is delivered to our return address (or after claim approval if no return is required). Your bank may take additional time to post the credit.

Store credit:
If store credit is approved, it will be issued after the returned item is received and inspected. Store credit is not redeemable for cash.

(14) OUT OF STOCK / UNFULFILLABLE ORDERS
If an item is out of stock or cannot be fulfilled, we will contact you. You may choose:
a replacement item, or
store credit, or
a refund for the unshipped item(s).

(15) CANCELLATIONS
If you need to cancel, contact us immediately. Cancellation is not guaranteed once an order has been processed or shipped.

(16) FINAL NOTES
We reserve the right to refuse returns and claims that do not meet the requirements above, or that appear abusive or fraudulent.
This policy does not limit any rights that cannot be excluded under applicable law.