Refund policy

At Glowr, we want you to be happy with your lighting purchase. This policy explains how to request a return, exchange or refund.

Nothing in this policy affects your statutory rights under UK consumer law.

Your Right to Cancel an Online Order

For most products purchased online, you have the right to cancel your order within 14 days after receiving the goods, without giving a reason.

To exercise this right, notify us within the cancellation period by emailing glowrretail@gmail.com. Please include your order number and clearly state that you wish to cancel.

After notifying us, you generally have a further 14 days to send the goods back.

Condition of Returned Products

You may handle and inspect an item as you would reasonably be able to in a shop to establish its nature, characteristics and functioning.

You may be responsible for diminished value resulting from handling beyond what is necessary to inspect the goods, where permitted by law.

Where possible, return lighting products with all supplied components, accessories and packaging. However, missing original packaging does not automatically remove your statutory cancellation rights.

Please ensure that returned products are packaged securely.

Return Costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods only where we informed you of this requirement before your purchase.

If goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, we will explain the appropriate remedy and will not improperly transfer legally required return costs to you.

Refunds

When you validly cancel an order, we will refund payments received, including the standard outbound delivery cost where required by law. Any additional cost you chose for a more expensive delivery option may be excluded where permitted by law.

Refunds will generally be made using the original payment method unless you expressly agree otherwise.

We may withhold a refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first, where the law permits.

We will process refunds within the applicable legal time limits.

Faulty or Damaged Products

If a product arrives faulty, damaged, incorrect or not as described, email glowrretail@gmail.com with your order number and a description of the problem. Photographs may help us assess the issue.

Under the Consumer Rights Act 2015, you may have rights to reject faulty goods, obtain a repair or replacement, or receive a refund, depending on the circumstances and applicable time limits.

Where the short-term right to reject applies, it is generally available for 30 days from delivery. Other statutory remedies may apply after that period.

We will assess the issue in accordance with your legal rights. A manufacturer's warranty does not replace or reduce your statutory rights.

Exclusions

Certain products or circumstances may be excluded from the standard change-of-mind cancellation right under applicable law. We will only apply an exclusion where the legal requirements for it are met.

We will not use this section to exclude statutory rights relating to faulty, misdescribed or incorrectly supplied goods.

How to Request a Return

Email glowrretail@gmail.com with:

• Your order number

• The product you wish to return

• The reason for the return, if applicable

• Photographs, where relevant

We will respond during our customer service hours: Monday to Friday, 9:00 am–5:00 pm UK time, excluding public holidays.

Please contact us before sending a return so we can provide the appropriate return instructions.