Refund policy

GLUXEHAUS | REFUND & REPLACEMENT POLICY

At GluxeHaus, we are committed to providing quality products and a smooth shopping experience. To maintain product integrity, preserve strict hygiene, and keep our prices competitive, we enforce the following structural policies.

1. Global Policy: All Sales Final (No Returns)

We do not accept returns or exchanges for change of mind or incorrect selection.

Change of Mind: We do not accept returns or refunds for:

  • Change of mind

  • Incorrect selection

  • Items that do not meet personal expectations

Please review product descriptions and technical specifications carefully before placing your order. Once an order is processed and shipped, it cannot be returned, exchanged, or canceled.

2. Damaged, Defective, or Incorrect Items Only

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

To protect against fraudulent claims and ensure an accurate assessment, strict, unedited video documentation is mandatory to initiate a file review. Please include:

  • Your official order number.

  • Clear photos or videos of the item (a single, continuous, close-up video actively demonstrating the specific operational flaw, physical break, or transit damage).

  • Photos of the external shipping box and internal packaging.

3. Strict 3-Day Video Submission Timeline

  • Enforced Response Window: The mandatory technical video proof must be submitted to our support team within 3 business days of your initial claim email.

  • Automated Case Closure: If the required video documentation is not received within this 3-day window, or if the video does not conclusively demonstrate a structural factory defect or transit break, the support ticket will be automatically marked as abandoned, and the claim will be permanently closed.

4. Tiered Resolution Framework (Case-by-Case Discretion)

Once a claim is successfully verified via your video submission, we will arrange a resolution at no additional cost based on the product tier:

  • High-Ticket Technology & Core Devices: For our premium devices and technology suites, we do not issue financial refunds. Verified claims qualify strictly for an identical replacement device shipped directly to the buyer.

  • Standard & Accessory Items: For smaller items, consumables, or accessories that arrive damaged, GluxeHaus reserves the right to arrange either a replacement or a refund, evaluated strictly on a case-by-case basis.

5. Order Cancellation

Orders may be canceled within 1 hour of purchase only. After this time, orders may already be processed and entering our automated fulfillment queue, and they cannot be canceled or altered.

6. Shipping Delays

If your order has not been delivered within 45 days (U.S. orders), please contact us and we will provide a resolution, including a refund or replacement if applicable.

7. Delivery Confirmation & Package Security

Orders are considered delivered once the shipping carrier confirms delivery. GluxeHaus is not responsible for lost or stolen packages after delivery confirmation has been established by the carrier. It is the customer's responsibility to provide a secure delivery location.

8. Address Accuracy & Misdelivery Liability

  • Customer Responsibility: It is the sole responsibility of the buyer to ensure that the shipping address entered at checkout is completely accurate and secure. GluxeHaus automates fulfillment directly from the raw data provided by the customer at the time of purchase.

  • Delivered to Wrong/Incorrect Address: If a package is successfully delivered by the carrier to an incorrect, incomplete, or old address entered by the customer, GluxeHaus assumes zero liability. We cannot retrieve packages delivered to incorrect locations, and we do not issue refunds, credits, or free replacements for customer address entry errors.

  • Returned Packages: If the package is actively rejected by the unintended recipient or deemed undeliverable by the carrier and successfully returned to our facility, the customer will be responsible for purchasing an additional shipping fee invoice to arrange reshipment to a corrected address.

9. Approved Refunds

Approved refunds (applicable to standard/accessory items only) will be issued to the original payment method within 5–10 business days.

Please note:

  • Refund processing times may vary depending on your bank or payment provider.

  • Original shipping costs are non-refundable.

Contact Us

For any concerns or to submit a technical claim, please contact us at: support@gluxehaus.com. We are committed to resolving any issues quickly. Please contact us first so we can assist you and provide the best possible solution.

The self-serve return request button is available for EU customers exercising their right of withdrawal under EU law. Non-EU customers, please contact us directly at support@gluxehaus.com for assistance.