Customer support
Returns and refunds
We want returns to be clear before you buy. Global Merchandising reviews each return request against the order status, product condition, supplier rules, and delivery issue details before issuing return instructions.
Policy summary
Standard return window
Most eligible items can be requested for return within 30 days after delivery.
Condition
Items should be unused, complete, and returned with original packaging when possible.
Return approval
A return request must be reviewed before anything is shipped back. Approved returns receive an RMA and return instructions.
Return shipping
Customer-paid return shipping is the default unless GMUS, the supplier, or the carrier caused the issue.
Refund timing
Refunds are submitted after the return is received and reviewed, unless the order is cancelled before fulfillment.
How the flow works
- 1. Open your account and choose the delivered order.
- 2. Submit the return reason and condition details.
- 3. GMUS reviews the request and sends an RMA if approved.
- 4. Ship the item only to the provided return destination.
- 5. After inspection, GMUS records the return and submits any eligible Stripe refund.
Items that may not qualify
- - Final sale or clearance items marked non-returnable on the product page.
- - Used, installed, altered, damaged, or incomplete items unless they arrived that way.
- - Personal care, hygiene, consumable, or custom items when a return would be unsafe or supplier-restricted.
- - Items returned without authorization, an RMA, or the destination provided by GMUS.
Delivery problems
If an item arrives damaged, is lost in transit, refused by the carrier, or is the wrong item, contact GMUS from your account as soon as possible. Keep packaging, labels, photos, carrier notices, and tracking details so the admin team can record the issue and pursue any supplier or carrier reimbursement.
Refund notes
Approved refunds go back through Stripe to the original payment method. Your bank or card issuer controls final posting time after Stripe accepts the refund. Shipping charges, return shipping, restocking fees, and supplier restrictions may affect the final refundable amount.