Return and Refund Policy

This Return and Refund Policy explains how returns, cancellations, replacements, and refunds are handled on Glovia Marketplace.

Effective Date: July 5, 2026

Website: www.gloviamarket.com

Company: Glovia Marketplace Pvt. Ltd.

1. About This Policy

Glovia Marketplace Pvt. Ltd. is a multi-vendor marketplace. Products listed on our platform are supplied by independent vendors, sellers, stores, and service partners.

This policy applies to orders placed through Glovia’s website or official sales channels. By placing an order, you agree to this Return and Refund Policy.

2. Return Eligibility

Customers may request a return, replacement, or refund only if the product meets the conditions mentioned in this policy.

A return request may be accepted if:

• The wrong product was delivered.
• The product was damaged during delivery.
• The product is expired at the time of delivery.
• The product is defective or unusable.
• The product received is different from the description shown on Glovia.
• The order is missing an item that was paid for.

3. Return Request Time Limit

Customers must report any issue within 24 hours of delivery.

Return or refund requests made after 24 hours may not be accepted, unless required by law or approved by Glovia after review.

4. Proof Required for Return

To request a return, replacement, or refund, customers must provide clear proof of the issue.

Required proof may include:

• Order ID or invoice details.
• Clear photos or videos of the product.
• Photos of packaging, labels, expiry date, batch number, or seal.
• Explanation of the issue.
• Delivery confirmation details if requested.

Glovia may reject the request if the customer fails to provide proper proof.

5. Non-Returnable Products

Some products cannot be returned due to hygiene, safety, health, expiry, or product nature.

Non-returnable products may include:

• Opened cosmetics and skincare products.
• Used personal care products.
• Opened or used hygiene-related items.
• Pharmacy, wellness, or health-related products once delivered.
• Grocery items, food items, and perishable products.
• Products with broken seals, missing tags, or damaged packaging caused by the customer.
• Products damaged due to customer misuse, improper storage, or mishandling.
• Flash sale, clearance sale, or final sale items unless damaged, expired, or wrongly delivered.

6. Condition of Returned Products

Returned products must be unused, undamaged, unopened where applicable, and in their original packaging with all labels, tags, accessories, manuals, freebies, and invoices.

Glovia may reject the return if the product is used, altered, damaged, missing parts, or not in the same condition as delivered.

7. Replacement Policy

If the product is eligible, Glovia may offer a replacement instead of a refund.

Replacement depends on vendor stock availability, product condition, delivery location, and verification of the issue.

If replacement stock is not available, Glovia may offer a refund, store credit, wallet credit, or another suitable solution.

8. Refund Policy

Refunds are approved only after Glovia or the vendor verifies the return request and confirms that the product is eligible for refund.

Refunds may be provided in the following cases:

• The order was cancelled before dispatch.
• The product was unavailable after payment.
• The wrong product was delivered and replacement is not available.
• The product was damaged, expired, or defective at delivery.
• The vendor failed to fulfill the confirmed order.

9. Refund Method

Refunds may be processed through the original payment method, bank transfer, digital wallet, store credit, coupon, or another available method approved by Glovia.

Cash refunds may not always be available. The refund method will depend on how the payment was made and what option is available at the time of refund.

10. Refund Processing Time

Once approved, refunds may take 3 to 10 business days to process, depending on the payment method, bank, wallet provider, vendor confirmation, and internal review.

Glovia is not responsible for delays caused by banks, payment gateways, wallet companies, or third-party service providers.

11. Order Cancellation

Customers may request order cancellation before the order is dispatched or handed over for delivery.

Once the product has been dispatched, cancellation may not be possible. In such cases, the request will be handled according to this Return and Refund Policy.

Glovia may cancel an order due to product unavailability, incorrect pricing, payment failure, delivery restrictions, suspicious activity, or vendor-side issues.

12. Delivery Charges and Service Fees

Delivery charges, service fees, transaction charges, or convenience fees may be non-refundable unless the issue was caused by Glovia or the vendor.

If the customer provides wrong delivery details, refuses to receive the order, or is unavailable during delivery, extra delivery charges may apply.

13. Damaged or Wrong Product

If the customer receives a damaged, expired, wrong, or defective product, the issue must be reported within 24 hours of delivery.

Customers should not use, open further, throw away, or damage the product before Glovia completes the review.

14. Missing Items

If any item is missing from the order, the customer must report it within 24 hours of delivery with order details and proof.

After verification, Glovia may arrange delivery of the missing item, replacement, partial refund, or another suitable solution.

15. Vendor Review and Approval

Since Glovia is a marketplace, some return and refund requests may require vendor confirmation.

Glovia reserves the right to make the final decision after reviewing customer proof, vendor response, delivery details, and product condition.

16. Abuse of Return Policy

Glovia may reject return or refund requests if we detect misuse, fraud, repeated false claims, fake proof, product switching, damaged returns, or suspicious activity.

Glovia may suspend or permanently block users who misuse the return and refund system.

17. Offers, Discounts, and Coupons

If an order was purchased using a discount, coupon, flash sale, or promotional offer, the refund amount may be adjusted based on the actual amount paid by the customer.

Coupons, discounts, and promotional benefits may not be refundable or reusable unless Glovia decides otherwise.

18. Final Decision

Glovia reserves the right to approve, reject, or partially approve any return, replacement, cancellation, or refund request after proper review.

Decisions will be made fairly based on product condition, customer proof, vendor response, delivery details, and applicable marketplace policies.

19. Changes to This Policy

Glovia may update this Return and Refund Policy at any time. Updated policies will be posted on the website with a new effective date.

Continued use of Glovia after changes means you accept the updated policy.

20. Contact Us

For return, refund, cancellation, or support-related questions, you can contact us at:

Glovia Marketplace Pvt. Ltd.
Kumarigal, Kathmandu, Nepal
Phone: 9700003327
Email: [email protected]
Website: www.gloviamarket.com