Returns & Replacement Policy
At Glora every product — handmade pottery, specially crafted scented candles, natural and faux plants — is made with great care and love. To make your online shopping comfortable and safe, we set out our rules with complete transparency.
Key points
- Damaged, faulty or wrong item: a full refund or a free replacement — your choice.
- You don't have to post a damaged item back — 2–3 photos within 48 hours are enough.
- Faux plants, pots and unopened candles: return within 14 days, no reason needed.
- Approved refunds go back to the original payment method within 5–10 business days.
1. Damaged, faulty or wrong item (all products)
If your order reaches you damaged, broken, spoiled or with the wrong contents, the responsibility is entirely ours. The remedy: a full refund or a free replacement with a new item — the choice is yours.
No return required: you are not asked to post a damaged live plant or a broken handmade pot back to us.
Time to claim: within 48 hours of delivery, simply send your order number and 2–3 photos of the item/packaging to hello@glora.one or our WhatsApp line.
2. Special conditions for live plants
Live plants are delicate organisms. Under Decision No. 114 of the Cabinet of Ministers of the Republic of Azerbaijan and international e-commerce norms (EU Directive 2011/83/EU, Art. 16(d)), live plants fall into the category of goods liable to deteriorate rapidly, so they cannot be returned or exchanged for a «change of mind» (didn't like it).
Why? On the return journey the plant is left without light and water, suffering serious stress and damage.
Our guarantee: the plant must arrive healthy, alive and pest-free (within the first 48 hours). Once 48 hours have passed since delivery, watering the plant and caring for its light and temperature are the buyer's responsibility, so the guarantee does not cover wilting or rot that appears afterwards.
3. Non-living products (faux plants, pots, candles)
14-day right of return: faux plants, unused pots and unopened scented candles may be returned within 14 days of delivery without giving a reason.
Conditions: the item must be unused, in its original packaging and in resaleable condition. Candles that have been lit cannot be accepted back for reasons of hygiene and safety.
Shipping cost: for a change of mind the return postage is paid by the buyer. The refund is issued within 5 business days of the item reaching us undamaged.
4. Refund procedure
Approved refunds are carried out via the method you paid with, within 5–10 business days.
If the mistake or damage was on our side, the full amount is refunded, including the original delivery charge.
5. International shipments
Product restriction: because of phytosanitary and customs restrictions, international delivery applies ONLY to non-living products (faux plants, handmade pots, candles). Live plants are not shipped abroad.
Customs and taxes: the destination country's customs duties and local taxes are the buyer's responsibility.
If something isn't right, just write: hello@glora.one or our WhatsApp line. Our aim isn't to argue — it's to fix the problem.