Return and refund policy
At Glenson Hudson, we want shopping with us to feel simple and transparent from start to finish. Please take a few moments to read through the policy below before placing your order. By completing a purchase on our website, you accept the terms set out in here.
1. Return Period
Eligible items may be returned within 30 days from the date of delivery, provided the conditions below are met.
2. Conditions for Returns
To qualify for a return, an item must meet all of the following:
- It is unused, unworn, and free from damage
- It remains in its original condition
- All tags, labels, and original packaging are still intact
- The return request reaches us within the 30-day window
- The return has been approved by our customer service team in advance
Trying an item on briefly to check fit — much as you would in a shop — is perfectly fine. Where there are clear signs of wear, washing, or damage, a reduction in refund value may be applied.
3. Items Excluded from Returns
Returns cannot be accepted for:
- Items whose hygiene seal has been opened or removed
- Personalised or made-to-order products
- Items damaged as a result of improper use or care
- Underwear, shapewear, and bras once the hygiene seal has been removed
4. Return Shipping & Restocking Fee
All approved returns must be sent to the central return address provided to you once your return has been authorised.
The customer is responsible for:
- All return shipping costs
- Selecting a delivery service that supports customs clearance, where applicable
- Any customs duties, taxes, or handling charges that may arise
- Ensuring any customs paperwork is filled in accurately
Glenson Hudson cannot be held responsible for parcels that are delayed, refused, or lost as a result of customs problems or an unsuitable shipping method.
Restocking Fee
A restocking fee of 15% applies to all approved returns, covering inspection, processing, and inventory handling.
The same 15% restocking fee also applies to:
- Sealed parcels returned to us unopened
- Deliveries that were refused at the door
- Parcels left unclaimed and automatically sent back to us
The restocking fee may be waived only where the item arrived damaged or defective. Each case is reviewed individually.
5. Return Address
Returns must be sent only to the return address shared by our customer service team after your request has been approved. Returns sent to any other location cannot be processed.
6. How to Start a Return
To begin a return, please email info@glensonhudson.com and include:
- Your order reference number
- The item(s) you would like to return
- The reason for the return
- Clear photographs (required for damaged or incorrect items)
- Your full name and delivery address
We will reply with the next steps within 24 working hours, Monday to Friday.
7. Order Cancellations
Orders may be cancelled within 30 minutes of being placed. Once your order has moved into our processing system, cancellation is no longer possible. If your order has already been delivered, you are welcome to submit a return request in line with this policy.
8. Refunds
Once your return has reached us and been inspected:
- We will email you with the outcome
- Approved refunds are issued to the original payment method
- Please allow 7 working days for the funds to reach you, depending on your bank or payment provider
Please note:
- The 15% restocking fee, where applicable, will be deducted from your refund
- Original shipping charges are non-refundable
- Any optional insured shipping option selected at checkout is also non-refundable
9. Returns on Discounted or Promotional Orders
If your order included a promotional offer — such as a bundle deal, "spend more, save more" promotion, or similar discount — and you return part of it, your refund may be adjusted.
Discounts are recalculated based on the items you keep rather than the items originally purchased.
For example, if your remaining order no longer meets the conditions of the original promotion, the discount is removed and your refund is recalculated accordingly. The final refund is always based on the qualifying value of the order after returns have been accounted for. The 15% restocking fee may still apply, and return shipping remains the customer's responsibility.
10. Store Credit
In certain situations, store credit may be offered as an alternative form of resolution at our discretion. Store credit is non-refundable and may be issued only once per order.
11. Failed Delivery or Incorrect Address
Where an order is sent back to us because the delivery address provided at checkout was incomplete or inaccurate, we will, once the parcel arrives back:
- Arrange a redelivery to the correct address, once confirmed, or
- Offer store credit as a goodwill gesture, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
12. Policy Updates
Glenson Hudson reserves the right to revise or amend this policy at any time. Updates take effect immediately once they are published on our website.
13. Get in Touch
Shop Name: Glenson Hudson
Address: 607 Canby St, Sheridan, WY 82801, USA
Warehouse address: 99 Nam On St, Shau Kei Wan, Hong Kong
Email: info@glensonhudson.com
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
Our customer service team will usually get back to you within 12–24 hours on weekdays. Thank you for your patience!