Refund policy

GlaceAir Return & Refund Policy

At GlaceAir, we are committed to ensuring that you love your purchase. If you need to make a return, exchange, or cancellation, we're here to help with a simple and transparent process.

Order Cancellation Policy

We understand that sometimes plans change! If you need to cancel your order, please review the conditions below:

When You Can Cancel Your Order

You may request a cancellation if:

  • Your order has not yet been processed for shipping.

  • The order status in your account shows as "Pending" or "Awaiting Fulfillment."

When Cancellation Is Not Possible

We are unable to cancel your order if:

  • It has already entered processing at our warehouse.

  • The order status shows "Processing" or "Fulfilled."

  • The order has been shipped.

How to Request a cancellation

If your order meets the criteria for cancellation, please contact our Customer Support Team at info@glaceairstore.com as soon as possible with your order number. If the order cannot be canceled, we will guide you through our Return & Exchange Policy for alternative solutions.

Return & Exchange Policy

We want you to be fully satisfied with your purchase. If you need to return or exchange an item, please follow the guidelines below:

Eligibility for Returns & Exchanges

  • You may return or exchange unused items within 10 days of delivery. (Except Diffusers and Room
    Spray, please see Scent Diffuser return policy.

  • You can access our Return & Exchange portal here.

  • Items must be unused, sealed, and in their original packaging.

  • All return and exchange requests are subject to review, and we may require supporting images or videos for verification.

  • Once your return is initiated, you have 10 days to return the product to us.

  • Subscription items are not eligible for refunds or returns. However, if your request is submitted within 10 days of delivery, we'll be happy to issue you store credit for you next purchase.

How to Initiate a Return or Exchange

You can initiate a return or exchange within 10 days of receiving your package by clicking here.

Exchange Options

You can swap your item for any product available on our website. If the exchanged item is:
Less expensive, we'll issue store credit for the difference.

GlaceAir Diffuser Return Policy

We want you to have a seamless experience with your diffuser. If you need to return it:

  • Returns and exchanges are accepted within 7 days of receiving your of diffuser.

To be eligible for an exchange:

  • The diffuser must be unused, in its original packaging, and include all original parts and accessories.

Refunds:

  • If the diffuser is unused, you'll receive a full refund.

  • If the diffuser has been used, a $25 return processing fee will be deducted from your refund.

Please Note:

  • Return shipping costs are the responsibility of the customer and are non-refundable.

  • Once your return is initiated, you have 10 working days to return the product to us.

Subscription Orders

  • Once a subscription order has been processed (paid), it cannot be canceled. Please refer to our order cancellation policy and return policy if needed.

  • Subscription items are not eligible for refunds. However, if your request is submitted within 10 working days of delivery, we'll be happy to issue you a credit for the value of the item.

Damage, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we sincerely apologize. Please contact us at SalesGlaceair@gmail.com immediately with photos of the item, and we will make it right as quickly as possible.

Special

Non-Refundable Items

  • Mystery Gifts: These are final sale and cannot be returned, exchanged, or refunded.

  • Package Protection: This is non-refundable.

  • Credit: All credit sales are final.

  • Rush Order fee: This fee is non-refundable.

  • Shipping Costs: This fee is non-refundable.

  • Subscription items are not eligible for refunds.

Refund Process

When to Expect Your Refund

  • Once we receive and inspect your return, we will notify you of the approval status.

  • Approved refunds are issued to the original payment method within 7 business days.

  • If more than 7 business days have passed since your refund was approved, please contact us SalesGlaceair@gmail.com

Shipping labels for Returns

  • Return shipping costs are the responsibility of the customer.

  • Original shipping costs are non-refundable.

  • Please allow 10-14 business days for us to process your return or exchange after receiving the item.

  • Once your return is initiated, you have 10 working days to return the product to us.

Important Notes:

  • Securely package your return to prevent damage during transit.

  • Scentiment is not responsible for lost or damaged return packages.

  • Some returns may be subject to a 30% restocking fee if the item does not meet return criteria.

Need Help?

Our customer support team is happy to assist you! Reach out to us anytime at SalesGlaceair@gmail.com We appreciate your trust in GlaceAir and look forward to