Politique de remboursement

Last updated: April 15, 2026

At Glacé we stand behind every product we sell and want you to shop with complete confidence. If for any reason you are not fully satisfied with your purchase please read our Return and Refund Policy carefully to understand your options.

 

Our 30 Day Guarantee

We offer a 30 day satisfaction guarantee on all orders. If you are not completely satisfied with your purchase for any reason please contact us within 30 days of receiving your order at glacecoolingofficial@gmail.com and we will make it right. We believe that every customer deserves a fair and straightforward resolution and we will always do our best to find a solution that works for you.

 

Eligible Reasons For a Return or Refund

We accept return and refund requests for the following reasons:

Your item arrived damaged or broken. Your item arrived defective and does not function as described. You received the wrong item entirely. Your item never arrived within the timeframes outlined in our Shipping Policy. The product is significantly different from what was described on our website.

 

Non Eligible Reasons For a Return or Refund

We are unable to accept return or refund requests in the following situations:

You changed your mind after receiving the product and the item is exactly as described. The return request is made more than 30 days after the delivery date. The item has been used, damaged by the customer or is missing its original packaging. The delay is caused by customs processing or circumstances outside of our control as outlined in our Shipping Policy.

 

How To Request a Return or Refund

Requesting a return or refund with Glacé is simple and straightforward. Please follow these steps:

Send an email to glacecoolingofficial@gmail.com with the subject line "Refund Request — Order #[your order number]". Include your full name, order number and the reason for your request in the body of your email. If your item arrived damaged or defective please attach clear photographs showing the issue. Our customer support team will review your request and respond within 24 to 48 business hours with a resolution.

We ask that you do not return any items before contacting us first as unauthorized returns may not be accepted or processed.

 

Damaged or Defective Items

If your item arrives damaged or defective we sincerely apologize for the inconvenience. Please contact us immediately at glacecoolingofficial@gmail.com with your order number and clear photographs of the damage or defect. You will not be required to return the damaged item in most cases. Upon reviewing your claim we will offer you the choice of either a full refund to your original payment method or a free replacement sent to you at no additional cost. We will process your request as quickly as possible.

 

Wrong Item Received

If you received an item that is different from what you ordered please contact us at glacecoolingofficial@gmail.com with your order number and a photograph of the item you received. We will arrange for the correct item to be sent to you immediately at absolutely no additional cost. You will not be required to return the incorrectly sent item in most cases.

 

Lost Packages

If your order has not arrived within the following timeframes from your order date please contact us and we will investigate immediately:

Canada and United States: 30 days from order date
International orders: 45 days from order date

Upon investigation we will either reship your order completely free of charge or issue a full refund to your original payment method depending on your preference.

 

Refund Processing Time

Once your refund has been approved by our team please allow the following timeframes for the refund to appear:

Our processing time: 1 to 3 business days to process and approve your refund. Bank processing time: 5 to 10 business days for the refund to appear on your original payment method after we have processed it.

Please note that processing times may vary depending on your bank or payment provider. If you have not received your refund within 15 business days of our approval please contact your bank directly before reaching out to us as bank processing times can occasionally take longer than expected.

 

Return Shipping

In most cases we will not require you to physically return the item to us as our products ship from overseas fulfillment partners and the cost and logistics of returning items internationally is not practical for either party. If a return is required in your specific situation we will provide you with clear instructions and cover any associated costs.

 

Contact Us

For all return and refund inquiries please contact us at:

Email: glacecoolingofficial@gmail.com
Website: glaceofficial.store

We aim to respond to all refund and return requests within 24 to 48 business hours. Please include your order number in all communications to help us assist you as quickly as possible.