At Glimmer and Glitz, we value our customers and aim to provide exceptional service and quality in every transaction. However, we understand that disputes may arise occasionally. This Dispute and Settlement Policy outlines the framework for resolving any disagreements between the customer and the company.
1. General Scope
This policy applies to:
- Transactions conducted on the Glimmer and Glitz
- Issues related to product quality, delivery, cancellations, refunds, and
- Misunderstandings or conflicts arising during the purchase, delivery, or post-sale
Our objective is to resolve disputes in a fair, efficient, and transparent manner while maintaining the trust and satisfaction of our customers.
2. Types of Disputes Covered
Disputes that fall under this policy include but are not limited to:
1. Product Discrepancies:
- Incorrect item
- Damaged or defective
- Items differing from the description or specifications
2. Delivery Issues:
- Non-receipt of the
- Delayed deliveries beyond the promised
3. Payment Concerns:
- Overcharging or incorrect
- Refunds not processed within the stated
4. Policy Misinterpretation:
- Misunderstanding regarding return, cancellation, or refund
3. Steps to Resolve a Dispute
Step 1: Contact Customer Support
The first step in resolving a dispute is to contact our Customer Support Team.
- Customers must provide the following information:
- Order
- Details of the
- Supporting evidence (e.g., photos of damaged products).
Step 2: Internal Investigation
Once a dispute is raised:
- We will initiate an internal investigation to understand the
- Customers may be contacted for additional information or
- The investigation is typically completed within 7 business days.
Step 3: Proposed Resolution
Based on the findings, one of the following resolutions may be proposed:
- Replacement of the
- Refund to the original payment
- Store credit for future
4. Timeline for Resolution
We strive to resolve all disputes promptly:
- Acknowledgment: Within 24 hours of receiving the
- Investigation: Completed within 7 business days.
- Resolution: Provided within 3-5 business days after the
5. Escalation of Disputes
If a customer is not satisfied with the proposed resolution:
- The dispute may be escalated to the Dispute Resolution Team for a secondary
- This team will reassess the case and provide a final resolution within 10 business days.
6. Settlement Process
Mutual Agreement
We prioritize resolving disputes amicably through open communication and mutual understanding.
Third-Party Mediation
If a resolution cannot be reached through internal channels, customers may choose to involve a third-party mediator. The costs for such mediation will be shared equally by both parties unless agreed otherwise.
Legal Recourse
As a last resort, disputes may be referred to a legal authority.
7. Disputes Related to Custom Orders
Custom or personalized jewelry orders are non-refundable and non-cancellable. However, disputes regarding quality or defects will be addressed on a case-by-case basis.
8. Customer Responsibilities
To ensure a smooth dispute resolution process, customers are expected to:
- Provide accurate and honest details during the dispute filing
- Cooperate with our investigation by sharing all necessary
- Adhere to the timelines mentioned in this
9. Company’s Responsibilities
Glimmer and Glitz is committed to:
- Handling disputes promptly and
- Maintaining transparency throughout the resolution
- Ensuring customer satisfaction wherever
10. Policy Updates
This Dispute and Settlement Policy may be updated periodically to reflect changes in our processes or legal requirements. Customers are encouraged to review the policy regularly.
