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Refund & Return Policy

Transparent, secure, and satisfying shopping experience for all our customers

Effective Date: December 7, 2025

1 Our Commitment & Marketplace Model

Welcome to Gletr! We are an online marketplace connecting you with trusted Sellers. Our goal is to provide a transparent, secure, and satisfying shopping experience.

This policy outlines the procedures for returns and refunds. As a marketplace platform, we do not hold inventory or ship products ourselves. Returns are processed in coordination with the Seller you purchased from. This policy is designed to be fair to both our valued customers and our trusted Sellers.

2 General Return Eligibility

A return or refund request will be considered eligible if it meets one or more of the following criteria:

  • The item was delivered in a physically damaged condition
  • The item is fundamentally different from its description, specifications, or images on the product page
  • The wrong item was delivered
  • The item has a manufacturing defect that was not apparent at the time of delivery

Important: Unboxing Video Required

To protect against fraudulent claims, we strongly recommend that you record a complete and uncut unboxing video of your package upon receipt. This may be required to process claims for damaged or missing goods.

3 Items Not Eligible for Return

Due to the nature of jewellery and for hygiene reasons, the following items are generally not eligible for return or refund:

  • Custom-made, personalised, or engraved jewellery
  • Earrings, nose pins, and other body-piercing jewellery (for hygiene reasons)
  • Items returned without their original packaging, tags, certificates of authenticity, and all included accessories
  • Items that show signs of wear, alteration, resizing, or damage caused by the buyer
  • Return requests initiated after the specified timeline (see Section 5)

Change of Mind Returns

Returns for "change of mind" are subject to the individual Seller's discretion. Please check the Seller's specific return policy on the product page, if available.

4 The Step-by-Step Return & Refund Process

1
Initiate a Return Request

You must initiate a return request within the timelines specified in Section 5.

  • Go to the 'My Orders' section of your Gletr account
  • Select the order you wish to return and click on "Request Return"
  • Fill out the return form, clearly stating the reason for the return
  • Upload clear photos and/or a video of the product showing the defect or issue
2
Request Review

Our support team will review your request within 2 business days. We will verify the details and coordinate with the Seller. We may contact you for additional information.

3
Prepare the Package for Pickup

Once your return request is approved, you will receive instructions for the pickup.

  • Ensure the item is in its original, unused condition
  • Pack the item securely in its original box, along with all tags, certificates, and freebies
  • Do not seal the package - Our service partner will handle the seal after checking the product
4
Scheduled Pickup by Our Partner

We will arrange for a return pickup from your address through our service partner within 2-4 business days of the request approval.

  • You will be notified of the pickup schedule via email and/or SMS
  • Please ensure you are available to hand over the package
  • Two pickup attempts will be made. If the pickup fails after two attempts, the return request will be cancelled
5
Inspection by Seller

Once the returned item reaches the Seller, they will inspect it within 3-4 business days. The refund will only be approved if the item passes the quality check and is found to be in its original, unused condition with all its accompaniments.

6
Refund Processing
  • Once the return is approved by the Seller, Gletr will process your refund
  • The refund will be credited to your original mode of payment within 5-7 business days
  • You will receive an email confirmation once the refund has been processed

5 Important Timelines

Please adhere to the following timelines to ensure your request is processed:

Damaged or Wrong Item

Report within delivery

48 Hours
Manufacturing Defect

Report within delivery

7 Days
Pickup Availability

Be available within communicated window

2 Attempts

Important

Failure to adhere to these timelines may result in your request being denied.

6 Return Pickup Fees

Free Pickup

For Damaged, Defective, or Incorrect Items - The return pickup will be arranged free of charge for you.

7 Our Role as a Marketplace

Gletr acts as a facilitator to ensure a smooth and fair process for both buyers and Sellers:

  • We mediate disputes between buyers and Sellers regarding returns
  • We ensure that Sellers adhere to the policies stated on our platform
  • In the case of a dispute, the decision made by Gletr shall be final and binding on both parties

8 Questions & Support

If you have any questions or need assistance with your return, please contact our Customer Support team:

Get in Touch

Email Us support@gletr.com
Call Us +91 98765 43210
Working Hours Mon-Sat, 10 AM - 6 PM IST