Return Policy

CANCELLATION, RETURNS & REFUND POLICY

1. Order Cancellation Orders may be cancelled exclusively prior to shipment or before entering the production phase. If a cancellation request is formally approved before the item leaves our facility, a full refund will be processed back to the original payment method. Once an order has been dispatched, cancellation is no longer possible, and the transaction must be handled under our standard return guidelines.

2. Return Eligibility & Terms Customers have a window of fourteen (14) days from the date of delivery to initiate a return request. To qualify for a return, items must meet the following mandatory criteria:

  • The product must be completely unused and remain in its original condition.

  • The item must be returned inside its original packaging.

  • A valid order confirmation or proof of purchase must accompany the request.

Important Note: Do not ship any items back to us without first securing written authorization from our support desk. Unauthorized returns cannot be processed. Customers will be charged no more than a single shipping fee in total (covering original and return transport where applicable), and no restocking fees will ever be applied.

3. Inspection and Refund Processing Upon receipt and quality inspection of the returned merchandise, an email notification will be dispatched to confirm that your return has been handled. This communication will state whether your refund has been approved or declined based on the condition of the item. Approved refunds are automatically credited to the original payment method, generally appearing within several business days depending on your financial institution's processing cycles.

4. Protocol for Delayed Refunds If your approved refund has not yet been reflected on your statement, please execute the following troubleshooting steps before reaching out:

  1. Verify your bank account balance or pending transactions once more.

  2. Contact your credit card issuer, as processing windows can delay the public posting of funds.

  3. Reach out to your banking institution regarding their specific clearance timelines. If you have completed these verifications and require further assistance, please contact customer support at info@glueassociates.hk.

5. Return Logistics & Address

  • Responsibility for Fees: If a return is initiated due to personal preference, remorse, or customer-related reasons, the buyer is responsible for the return shipping costs. Conversely, if an item arrives damaged, defective, or incorrect, we will fully absorb all return shipping expenses.

  • Return Address: Exact routing addresses and shipping instructions will be issued individually by our support team once your return claim has been approved.