Return Policy

Please note that we do not offer free returns; return shipping costs apply.

Returns

Is it possible to return my order?
Yes, it is. If you're not satisfied with the items you ordered, you can return them within 30 days of receipt.

For a return to be valid, the following conditions must be met:

  1. The order must include all original parts, components, and packaging in the same condition as when the product was received.
  2. The product must have been handled normally, and damage caused by improper handling is not accepted.
  3. Products that are sensitive from a hygiene standpoint cannot be returned for hygiene reasons.
  4. The product must be defective immediately upon receipt.
  5. We reserve the right to charge the customer for the return shipping costs.
  6. A return will be processed within 7 business days, and if all conditions are met, the return will be confirmed within this time frame.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, please follow these steps to start the return process:

  1. Send an email to: support@glacr.se
  2. Make sure your email includes the following information:
    • Order number
    • Reason for the return request
    • Photo of the product in case of any damage
    • Customer's first and last name
    • Customer's address

We will contact you with information about the return address. Please do not send the items to our sender address. We will send you the correct return address after you have contacted us. As the customer, you are responsible for the return shipping costs.

100% Money-Back Guarantee

In addition to our standard return policy, we also offer a 100% money-back guarantee for customers who want to try the product completely risk-free.

For opened products (tested product)

For the guarantee to apply, you must be able to provide clear and complete documentation of your use of the product. The documentation must include:

  • Before photos of your teeth prior to first use

  • After photos following each use, where the date and time are visible

  • Photos that clearly show the product was used according to our instructions

Once the documentation has been reviewed and approved, you will receive a 100% refund, even if the product has been opened or used.

What counts as approved documentation?

For the guarantee to be approved, the following are required:

  • The photos are sharp, well-lit, and taken from the same angle each time

  • The entire row of teeth is clearly visible (not just parts)

  • The photos are unedited and without filters

  • The date and time can be verified (metadata or timestamp)

  • It is clear that the product was used according to the instructions

  • The photos show no visible improvement in the whiteness of the teeth

If the photos are unclear, taken in poor lighting or from different angles, or if the product was not used correctly, the guarantee may be denied.

For unopened products (sealed packaging)

If the package has not been opened, we offer a 100% refund within 30 days of receiving the product. We will issue a refund as soon as the product is returned to us in unbroken original packaging. The customer is responsible for the return shipping.

Please note that the guarantee does not cover the customer's shipping costs, and that all guarantee requests must first be registered via support@glacr.se before the product is sent back.

GLACR.SE
The consumer has a right of withdrawal under the following provisions, if the consumer is a natural person entering into a contract for purposes that are not primarily related to their business or professional activity:

A. The withdrawal period is 30 days from the day on which you, or a third party designated by you (and who is not the carrier), received or took possession of the last goods.

Because we work with a fully automated system, orders are processed as soon as they are placed. As a result, we cannot stop the shipping process before delivery, and a refund is not possible once the goods have been received.

To exercise the right of withdrawal, you must inform us at glacr.se of your decision to withdraw from the contract through an unambiguous statement (e.g., by email). The withdrawal process is complete once we have received the returned goods. The cost of return shipping is borne by the buyer.

Shipments in transit
Because our goods are shipped from Asia, longer transit times that are beyond our control may occur. If the goods are already on their way to you, it is not possible to cancel the delivery. Please wait until you have received the goods and then return them to us. You are of course welcome to inform us of your cancellation in advance.

To ensure the fastest possible return shipping, we ask that you send us a delivery confirmation.

Consequences of cancellation
If you withdraw from the contract, we will refund all payments we have received from you, excluding delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), promptly and no later than fourteen days from the day on which we received notice that you are withdrawing from the contract and we have received the returned goods. We will use the same payment method that was used for the original transaction for the refund, unless otherwise agreed with you. You will not be charged any fees for this refund.

ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.

Return address:
Building 1, Fuyuexiang County, Gongshu District, Hangzhou City, Zhejiang Province, China

In special cases, returns may also be sent to our Swedish partner. Please contact us for further instructions.