Refund policy

Last Updated: July 2026

At Glassy Gems, customer satisfaction is our top priority. We are committed to providing premium-quality drinkware and ensuring a smooth shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

We accept return requests within 7 days from the date your order is delivered.

To qualify for a return, the item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging with all accessories, labels, and inserts.
  • Be free from scratches, dents, cracks, stains, or any signs of misuse.
  • Be accompanied by proof of purchase or your order number.

Products that do not meet these conditions may not be eligible for a return.

2. Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged during transit
  • Defective due to a manufacturing issue
  • Different from the item you ordered

Please contact us within 48 hours of receiving your order.

To help us process your request quickly, kindly provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging
  • A brief explanation of the issue

After verification, we will arrange a replacement or provide a refund, depending on the situation.

3. Items Not Eligible for Return

For hygiene and quality reasons, we cannot accept returns for:

  • Used products
  • Washed or cleaned items
  • Products damaged due to customer misuse or accidents
  • Products without original packaging
  • Items returned after the 7-day return period
  • Clearance or final sale items (unless received damaged or defective)

4. Exchange Policy

We are happy to exchange products if:

  • You received the wrong item.
  • The product arrived damaged.
  • The product has a verified manufacturing defect.

Exchange requests must be submitted within 7 days of delivery and are subject to product availability.

If the requested item is unavailable, a refund or store credit may be offered.

5. Refund Process

Once your returned item is received and inspected, we will notify you regarding the status of your refund.

If your refund is approved:

  • Refunds are processed within 5–7 business days after approval.
  • The refund method will depend on the original payment method.

For Cash on Delivery (COD) orders, refunds may be issued through bank transfer, Easypaisa, JazzCash, or another mutually agreed payment method.

6. Return Shipping

If the return is due to:

  • Our error
  • A defective product
  • A damaged shipment
  • An incorrect item

Glassy Gems will cover the return shipping cost.

If the return is requested for personal reasons (such as changing your mind or ordering the wrong item), the customer may be responsible for the return shipping charges.

7. Order Cancellation

Orders can be cancelled before they are dispatched.

Once an order has been shipped, it cannot be cancelled. Customers may request a return after receiving the order, subject to this policy.

8. Cash on Delivery (COD)

Cash on Delivery is available throughout Pakistan.

Customers are requested to:

  • Ensure someone is available to receive the package.
  • Pay the courier upon delivery.
  • Inspect the package before accepting it if possible.

Repeated refusal of confirmed COD orders without a valid reason may result in future COD restrictions.

9. Product Care & Quality

Our drinkware products undergo quality checks before dispatch.

Please note that slight differences in color or finish may occur due to lighting conditions or screen settings. Such variations are not considered manufacturing defects.

To extend the life of your drinkware, please follow any care instructions provided with the product.

10. Contact Us

If you have any questions regarding returns, refunds, or exchanges, our support team is here to help.

Glassy Gems Customer Support

Email: glassygems1@gmail.com

WhatsApp/Phone: +92 331 7973303

Business Hours: Monday – Saturday, 10:00 AM – 7:00 PM (PKT)

We aim to respond to all customer inquiries within 24 business hours.