Refund policy

REFUND, RETURNS & PRODUCT PROTECTION POLICY

We want returns, refunds and product problems to be simple to understand.

This Policy applies to purchases made through the Glowinex online store.

Glowinex may work with suppliers, fulfillment partners, warehouses, return centers and delivery companies, but your purchase is made from Glowinex and we remain responsible for our obligations to you as the seller.

Nothing in this Policy limits any mandatory consumer right available to you under applicable law.

1. 30-DAY GLOWINEX RETURN

Changed your mind? That is okay.

For eligible products, Glowinex gives you 30 calendar days after delivery to request a return, even when there is nothing wrong with the product.

This is our 30-Day Glowinex Return.

Where mandatory law already gives you a withdrawal or cancellation right, that legal right applies first. Any remaining time within the Glowinex 30-day period continues as our voluntary return period.

For example, an eligible EU consumer normally has a statutory 14-day withdrawal period. After that period ends, the remaining part of the Glowinex 30-Day Return Promise can still be used for an eligible voluntary return.

The 30-day period is the time available to request a return. It is not a 30-day refund-processing period.

To start a return, contact Glowinex Customer Support.

Please provide your:

• order number;
• email address used for the order; and
• a short explanation of the return request.

Do not send a product back until Glowinex has provided return instructions.

The address printed on your parcel, shipping label or product packaging may not be the correct return address.

2. RETURN CONDITION

For a voluntary change-of-mind return, please send the product back in a condition that allows us to inspect and resell it where reasonably possible.

Please include the product and the items originally supplied with it, such as accessories, cables, power adapters, controllers, mounting hardware, manuals and packaging.

Opening a product to reasonably inspect it does not automatically prevent a return where applicable law allows this.

For the voluntary part of the Glowinex 30-Day Return Promise, excessive use, avoidable damage or missing essential parts may affect return eligibility or the amount refunded where permitted by law.

These voluntary return conditions do not remove mandatory rights relating to faulty, damaged, unsafe, incorrect or non-conforming products.

3. EU / EEA WITHDRAWAL RIGHTS

EU and EEA consumers may have statutory withdrawal rights in addition to our 30-Day Return Promise.

For eligible distance purchases, consumers generally have 14 calendar days after receiving the goods to withdraw from the contract without giving a reason.

You can exercise this right by contacting Glowinex Customer Support or using our Withdrawal from the Contract function.

After notifying us of a statutory withdrawal, the product should be returned without undue delay and within the period required by applicable law.

Where permitted by law, the customer may be responsible for the direct return cost of a standard change-of-mind withdrawal.

Glowinex will issue any reimbursement required by law and may wait until the goods have been received or reliable evidence of return has been provided where the law permits this.

If the product has been handled beyond what was reasonably necessary to inspect its nature, characteristics and operation, a legally permitted reduction in value may apply.

Once the statutory withdrawal period ends, an eligible customer may still use the remaining part of the Glowinex 30-Day Return Promise.

4. UNITED KINGDOM CUSTOMERS

UK customers retain all mandatory consumer rights available under UK law.

Eligible online purchases normally include statutory cancellation rights in addition to the Glowinex 30-Day Return Promise.

Faulty or non-conforming products are handled separately from change-of-mind returns.

The Glowinex voluntary return and warranty programs do not replace or reduce mandatory UK rights.

5. OTHER MARKETS

Customers outside the EU, EEA and United Kingdom may also use the Glowinex 30-Day Return Promise for eligible products.

This includes supported customers in North America, Australia, New Zealand and other Glowinex markets.

Mandatory consumer guarantees or other local rights continue to apply where relevant and may provide protections beyond this Policy.

The Glowinex voluntary return program never replaces stronger mandatory rights.

6. DAMAGED, DEFECTIVE, INCORRECT OR INCOMPLETE PRODUCTS

If a product arrives damaged, defective, incomplete, incorrect or materially different from its description, contact Glowinex Customer Support as soon as reasonably possible.

For visible delivery damage or another immediately identifiable problem, reporting it promptly helps us investigate the issue with the relevant warehouse, fulfillment partner or carrier.

We may ask for reasonable evidence such as:

• your order number;
• a description of the problem;
• photographs or video;
• photographs of the packaging;
• the shipping label;
• relevant measurements or diagnostic information.

A request for this information is intended to help us understand the problem. It does not remove any mandatory consumer right.

Depending on the problem and applicable law, a solution may include repair, replacement, replacement of a missing component, price reduction, partial refund, full refund or another legally required remedy.

For delivery and tracking information, see the Glowinex Shipping Policy and Glowinex Track Order.

7. TWO YEARS OF PRODUCT PROTECTION

A 30-day return period and protection against a faulty product are not the same thing.

The Glowinex 30-Day Return deals mainly with returns and change of mind.

Product faults may continue to be protected long after those 30 days.

EU / EEA legal guarantee

Consumers in the European Union receive a minimum two-year legal guarantee of conformity for eligible consumer goods.

This protection begins when the product is delivered.

If a product was defective, does not work as advertised, does not match its description or otherwise fails to conform to the contract, mandatory law may entitle the customer to repair, replacement, price reduction, refund or another remedy.

This legal guarantee is separate from the Glowinex 30-Day Return Promise and cannot be reduced by the voluntary warranty conditions below.

National law may provide additional protection.

Glowinex Limited 2-Year Product Warranty Every Product, Every Market We Serve

At Glowinex, we believe peace of mind should come with every purchase.

That is why every product purchased directly through the Glowinex online store comes with our voluntary Limited 2-Year Product Warranty, at no additional cost, wherever Glowinex offers delivery. Coverage begins on the day your product is delivered and lasts for two years.

If your product develops a manufacturing, material, electrical or functional defect during normal and intended use within this period, we’re here to help. Contact our support team, and we’ll review the issue and arrange an appropriate warranty solution. This may include repairing the product, replacing an affected component or product, providing an equivalent replacement, or another suitable remedy.

Our warranty is designed to protect you against faults with the product itself. Damage caused by accidental drops, impacts, misuse or other external events is not covered where that event caused or materially contributed to the reported problem. However, an unrelated cosmetic mark or minor scratch does not take away your protection for a separate, covered defect.

Your consumer rights always come first. The Glowinex Limited 2-Year Product Warranty is an additional commercial promise and never replaces, limits or reduces any mandatory consumer rights available under the laws that apply to your purchase.

For warranty assistance, please contact Glowinex Customer Support. Further details about coverage, exclusions and claims are explained in the following sections of this Policy.

8. WHAT THE LIMITED WARRANTY DOES NOT COVER

The Glowinex Limited 2-Year Product Warranty does not cover a problem to the extent that it was caused by:

• accidental or intentional physical damage;
• dropping, crushing, impact or other external damage;
• misuse, abuse or use contrary to supplied instructions;
• incorrect or unsafe installation;
• use with an incorrect voltage, unsuitable power supply or incompatible electrical equipment;
• exposure to water, moisture, heat, cold or other conditions beyond the product’s stated limits;
• unauthorized disassembly, repair or modification;
• damage caused by third-party accessories or equipment;
• normal cosmetic wear and tear that does not affect product function;
• loss, theft or destruction after delivery; or
• another event occurring after delivery that is unrelated to a defect in the product.

An exclusion applies only where the excluded event caused or materially contributed to the problem.

The presence of unrelated cosmetic damage, for example, does not automatically cancel protection for an independent covered defect.

These limitations apply only to the voluntary Glowinex warranty.

They do not exclude, restrict or modify mandatory consumer rights where the law does not allow those rights to be limited.

9. MAKING A PRODUCT WARRANTY CLAIM

To report a product problem, contact Glowinex Customer Support.

Please provide your order number, the email address used for the purchase, a description of the problem and any photographs or video reasonably needed to understand the issue.

Glowinex may ask you to complete reasonable troubleshooting before a return is arranged.

If the product must be returned, Glowinex will provide the correct return instructions.

Never return a product to an address found on the original parcel unless Glowinex has specifically confirmed that address for the return.

For an approved covered claim, Glowinex will handle return or replacement costs where required by the warranty or applicable consumer law.

10. RETURNS REQUIRED FOR PRODUCT PROBLEMS

Not every faulty-product claim requires the physical product to be returned.

A return may not be necessary where photographs, video, diagnostic information or other evidence is sufficient to resolve the claim.

A return may also be unnecessary where a missing accessory can simply be resent or where returning a severely damaged product would be unreasonable.

Where inspection is necessary, Glowinex may require the product to be sent to a designated warehouse, return center or inspection location.

Glowinex will provide the appropriate instructions.

11. REFUNDS

Approved refunds are normally returned to the original payment method, unless another lawful arrangement has been agreed.

The Glowinex 30-Day Return Promise does not mean that Glowinex may hold an approved refund for 30 days.

For statutory withdrawal, faulty products and other legally protected claims, refund timing follows the applicable mandatory consumer rules.

After Glowinex issues a refund, the customer’s bank, card issuer or payment provider may need additional processing time before the funds appear.

Glowinex does not charge a separate refund-processing fee.

12. AUSTRALIA AND NEW ZEALAND

Customers in Australia and New Zealand retain the consumer guarantees and remedies provided by applicable local law.

These statutory protections are separate from and may continue beyond any voluntary Glowinex warranty period.

A voluntary warranty cannot remove those rights.

Where a customer’s misuse, alteration or other conduct caused the product problem, statutory remedies may not apply to that particular damage where applicable law provides so.

Any additional country-specific warranty information required by law will apply together with this Policy.

13. ORDER CANCELLATION BEFORE SHIPMENT

If you want to cancel an order before shipment, contact Glowinex Customer Support as soon as possible.

We will try to stop the order where possible.

Cancellation cannot always be guaranteed after warehouse processing, packaging or fulfillment has started.

If the order can no longer be cancelled before shipment, the applicable withdrawal or return procedure can be used after delivery.

EU / EEA consumers may also use our Withdrawal from the Contract function where applicable.

14. CONTACT AND RELATED INFORMATION

For a return, refund, cancellation, withdrawal, warranty claim or product problem, contact Glowinex Customer Support.

Email: support@glowinex.com

Related Glowinex information:

Customer Support:
Glowinex Contact Us

Track a Shipment:
Glowinex Track Order

EU / EEA Withdrawal:
Withdrawal from the Contract

Delivery Information:
Glowinex Shipping Policy

Purchase Terms:
Glowinex Terms of Service

Business Information:
Glowinex Legal Notice

The registered business address shown in the Glowinex Legal Notice is not automatically a product return address.

Always obtain return instructions from Glowinex before sending a product.