GLOWVA.

Exchange & Refund Policy

Exchange & Refund Policy

This is a starting policy. Please review the timeframes and conditions below and adjust them to match how you actually want to operate before going live.

The short version

If a device arrives faulty, damaged, or is not what you ordered, we will replace it or refund you. If you simply changed your mind, we can accept a return where the item is unused and in its original sealed packaging.

Return window

Contact us within 7 days of delivery to start a return or exchange. After this window we may not be able to help.

What we can accept

  • Items in their original packaging, with all accessories and inserts included.
  • Items that are unused, except where you are reporting a fault.
  • Proof of purchase — your order number is enough.

What we cannot accept

  • Personal-care items that have been opened or used, where hygiene prevents resale — this includes toothbrush heads and any device used directly on skin, unless the item is faulty.
  • Items damaged by misuse, dropping, or use against the instructions supplied.
  • Items returned without contacting us first.

Faulty items

If a device arrives faulty or fails shortly after arrival through no fault of your own, message us with your order number and a short video or photo showing the problem. We will arrange a replacement or a refund. You will not pay return shipping on a genuine fault.

How to start a return

  1. Email [ADD YOUR SUPPORT EMAIL] or message [ADD YOUR WHATSAPP NUMBER] with your order number and what went wrong.
  2. We will confirm whether the item qualifies and give you the return address.
  3. Send the item back in packaging that protects it in transit.
  4. Once received and checked, we process your refund or dispatch your exchange.

Refund timing

Approved refunds are processed within 7 working days of us receiving and checking the returned item. Where the original payment method cannot be refunded — for example some Cash on Delivery orders — we will arrange a bank transfer instead.

Return shipping

Return shipping is paid by the customer for change-of-mind returns, and by us for faulty, damaged, or incorrect items.

Cancellations

You can cancel any order that has not yet been dispatched. Message us as soon as possible with your order number.