Return and Refund Policy

1. Overview and general agreement

By completing a purchase on Glabora, operated by J&S Group S.R.L.S., you agree to the terms set out in this Returns and Refunds Policy. This document constitutes a direct agreement governing transactions in all supported international delivery regions, including Italy, the United States, the United Kingdom, Australia, and Switzerland. Nothing in this policy excludes or limits consumer rights provided by law that cannot be waived by contract under applicable regulations.

2. 14-day evaluation period and item condition

You have 14 calendar days from the delivery date confirmed by the carrier to initiate a return request. To qualify for an authorized return, all items must be returned in their original condition:

• Unworn and unwashed: You may try on a garment at home to check its size and fit. Items showing signs of wear or washing, alterations, deodorant or makeup marks, perfume, smoke, or pet hair will not be accepted.
• Tags and original packaging: All original garment labels, security tags, care labels, and manufacturer packaging must remain attached and intact.
• Footwear standards: Shoes must be tried on clean, carpeted surfaces. Footwear returned with scuffed soles, without inner packaging, or with shipping labels attached directly to the original shoe box will be rejected.

3. Hygiene exclusions and non-returnable goods

To protect customer health and maintain strict hygiene standards, the following goods cannot be returned once opened:

• Skin-contact and thermal clothing: Fleece-lined leggings, tights, base layers, bodysuits, underwear, and swimwear once the original seals or protective packaging have been opened.
• Accessories: Piercing earrings, personal jewelry, and cosmetic/personal care accessories.
• Customized and promotional items: Made-to-order customized garments or items marked as “Final Sale” at checkout.
• Shipping and protection fees: Express delivery fees and optional Shipping Protection fees are non-refundable once the shipment has left the distribution center.

4. Standard production characteristics (what is not considered a defect)

Our clothing collections are made in structured production batches with hand-finishing. The following characteristics are normal features of garments produced in batches and do not constitute manufacturing defects or grounds for free returns:

• Loose threads: Minor thread ends on hems, seams, or buttonholes that can be safely trimmed with scissors.
• Minor seam tolerances: Small seam openings (up to 2 cm) that can be fixed with ordinary sewing.
• Size variations: Measurement variations of up to 2–3 cm (approximately 1 inch) compared with published size charts, due to manual cutting, fabric stretch, and drape.
• Color calibration: Slight variations in garment color due to computer or mobile screen settings, studio lighting conditions, or fabric dye lots.
• Packaging creases and natural odors: Temporary creases caused by vacuum packaging or the normal smell of new fabrics, which fades naturally after opening.
• Fit differences: Differences in how garments drape on different body types compared with model images. Measurements and fit details are provided on product pages to help you choose before checkout.

5. Return shipping, warehouse routing, and responsibility for import VAT

Returns at the customer's expense: For returns due to sizing, personal preference, or a change of mind, the customer is responsible for arranging and paying all tracked international return shipping costs. Return shipping costs are non-refundable.

Return address in Asia / Europe: Once you request an authorized return, we will provide our dedicated international returns address (located in Asia/China or at our European partner warehouse).

This is not a return address: The Italian registered office or the courier forwarding address printed on the parcel label is not a return facility. Parcels sent there without authorization cannot be received or refunded.

Responsibility for import VAT and customs duties on returns: For all return shipments, the customer is solely responsible for paying any import VAT, customs duties, customs clearance charges, and courier brokerage fees incurred when the goods enter the destination country/warehouse. Glabora (J&S Group S.R.L.S.) is not responsible for these charges on returns and will not pay them. Return parcels arriving with unpaid import VAT or customs charges will be automatically rejected and sent back to the sender.

Customs declaration: International return packages must be clearly marked “Returned Goods – No Commercial Value” on the customs declaration form.

6. Return merchandise authorization (RMA) process

Submit a request: Contact customer support at info@glabora.com within 14 days of confirmed delivery. Include the order number, full name, item(s) to return, and reason.

Receive warehouse details: After verification, our support team will provide the Return Merchandise Authorization (RMA), packaging instructions, and the address of the designated return warehouse in Asia or Europe.

Ship and provide tracking: Pack the item securely, include the order note in the package, ship with a trackable carrier within 14 calendar days of receiving authorization, and send the tracking number to info@glabora.com.

Inspection: Returned packages are inspected within 3 business days of arriving at the facility. Unidentified packages received without prior RMA approval cannot be processed or refunded.

7. Damaged, defective, or incorrect deliveries (“Keep the Item” policy)

48-hour reporting window: Any manufacturing defect, shipping damage, or incorrect item must be reported to info@glabora.com within 48 hours of carrier delivery.

Required evidence: Claims must include the order number and clear photos/videos showing the defect, the entire garment, the care/size label, and the outer packaging with the carrier shipping label clearly visible.

Replacement policy: Verified damaged or defective items will be resolved with an immediate, free replacement shipped at our expense (no return required). Cash refunds are issued only if a replacement cannot be provided.

Incorrect delivery addresses: Packages delivered incorrectly due to inaccurate or incomplete delivery information entered at checkout are not eligible for a refund.

Carrier “Delivered” discrepancies: If tracking confirms delivery but you cannot find the package, check the premises, ask family members or neighbors, and contact your local carrier office immediately. Email info@glabora.com so our team can file an official tracking request.

8. Order cancellation window (strict 5 minutes)

Strict 5-minute cancellation deadline: Cancellation or address-change requests are accepted only within 5 minutes of order completion. Because orders are automatically transmitted to our suppliers' fulfillment centers for immediate packaging and queue assignment, we cannot intercept or modify orders once this 5-minute window has elapsed.

Processed orders: After the first 5 minutes, orders are locked into the logistics network and cannot be canceled or intercepted in transit. If you no longer wish to keep the order, you must accept delivery and follow the standard return procedure within 14 days. Refusing delivery at the door does not constitute an authorized return.

9. Restocking fees and settlement times

Restocking fees: Glabora charges 0.00 (zero) restocking fees on all standard authorized returns received in accordance with this policy.

Depreciation: If an authorized return arrives damaged, worn beyond reasonable in-home try-on, without packaging, or without the original tags, a deduction proportionate to the loss in value (from 15% up to 100%) will be applied to the final refund.

Settlement times: Approved refunds are issued within 10-14 business days after warehouse inspection and credited directly to the original payment method. Depending on the bank or card issuer, it may take an additional 3–5 business days for the funds to appear on your statement.

10. Payment inquiries and dispute terms

Direct communication by email with our support team at info@glabora.com before initiating a bank dispute or chargeback. Most order issues are resolved within 24–48 business hours. In the event of a dispute over an unauthorized payment, Glabora will provide financial institutions with this agreed-upon policy, delivery confirmation, and order records to dispute the claim.

11. Policy changes

We reserve the right to modify, update, or change this Return and Refund Policy to reflect regulatory or operational changes. Revisions take effect immediately upon publication on the website. The terms governing your transaction are those published on the exact date and time your order was completed.

12. Contact details and customer support

Store name: Glabora
Legal entity: J&S Group S.R.L.S.
VAT number: IT03389370598
Registered office: Via Francesco Caracciolo 5, 04022 Fondi (LT), Italia (this is not a return address; unauthorized packages sent here will be refused)
Support email: info@glabora.com
Phone: +39 329 563 0900
Hours: Monday – Friday, 9:00 – 17:00 (CET)
Contact page: https://glabora.com/pages/contatti

13. Consumer rights (Italy and EU) – additional information

These terms apply together with the rights granted to consumers by law and, where those rights provide greater protection, they prevail. In particular, consumers residing in Italy and the EU have the right to withdraw from a distance sales contract within 14 days of receiving the product, without giving a reason (Articles 52 et seq. of the Consumer Code, Legislative Decree No. 206/2005), by notifying info@glabora.com; refunds are issued within 14 days of the withdrawal notice, but may be withheld until the goods are received or proof of shipment is provided. Consumers are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The right of withdrawal does not apply to statutory exclusions (for example, sealed goods that cannot be returned for hygiene reasons once opened, or personalized goods). The 24-month legal guarantee of conformity (Articles 128 et seq. of the Consumer Code) and the rights provided under applicable laws in the United Kingdom, Australia and Switzerland also remain in force.

Model withdrawal form (to be completed and sent to info@glabora.com only if you wish to withdraw from the contract):
To: J&S Group S.R.L.S. – Glabora, Via Francesco Caracciolo 5, 04022 Fondi (LT), Italia – info@glabora.com
I/we (*) hereby notify you of my/our (*) withdrawal from my/our (*) sales contract for the following goods (*): ______________________
Ordered on (*) / received on (*): ______________________
Order number: ______________________
Consumer name(s): ______________________
Consumer address(es): ______________________
Date: ______________________
Signature (only if the form is submitted in paper form): ______________________
(*) Delete unnecessary wording.