Refund policy
RETURNS & REFUNDS
We sell two categories of products, and returns work differently for each. If within 14 days of receiving your order you are not happy with a purchase, please email us at glow@glowgearpro.com to request a return. Do not send anything back before contacting us, as we cannot accept returns or exchanges without a return being arranged first. Once a return is requested and accepted, you will have 7 days to send the product to us. All returns are subject to inspection and to the conditions below.
BEAUTY DEVICES
Unused devices may be returned within the return window in their original packaging, intact and with all parts included (for example the charging wire and any rings or accessories), together with your receipt or proof of purchase. Once we have received and inspected the device and confirmed it is unused and complete, we will arrange your refund.
SKINCARE AND TOPICAL PRODUCTS
Because these are personal-care items, we can only accept returns of skincare and topical products that are unopened, unused and in their original sealed packaging. For health, hygiene and safety reasons, opened or used skincare cannot be returned or exchanged, except where the item is faulty or was damaged in transit.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order as soon as it arrives. For the purposes of this policy, a "damaged" item means the product itself, or its primary container (such as the bottle, tube, jar, or other container that directly holds the product), is broken, cracked, leaking, or otherwise rendered unusable. Damage to outer or secondary packaging alone — for example the outer box, carton, or sleeve — does not qualify, provided the product and its primary container remain intact and usable. If a product is defective, arrives damaged as defined above, or you have received the wrong item, contact us at glow@glowgearpro.com within 14 days of delivery with your order number and a photo, so we can evaluate the issue and make it right. Where an item is genuinely faulty or incorrect, we will cover the cost of return and replace or refund it.
RETURN SHIPPING
Unless the item was faulty, damaged, or incorrect, return shipping is the customer's responsibility. We recommend using a tracked service, as we are not responsible for items lost in return transit.
REFUNDS
Once we have received and inspected your return, we will notify you whether the refund has been approved. Approved refunds are issued to your original payment method for the cost of the product, and we will send confirmation within 14 days of receiving the return. Depending on your bank or card provider, it may take a few additional days to appear on your statement.
EXCHANGES
The fastest way to get the item you want is to return the original item and, once the return is accepted, place a separate order for the replacement while your refund is processed.
SUBSCRIPTIONS
Subscription orders are governed by our Subscription Terms in our Terms of Service, including the cancellation cut-off. You may cancel, pause, or skip through your account portal or by emailing glow@glowgearpro.com at least three (3) working days before an order's scheduled date. Once a subscription order has entered processing or been dispatched it cannot be cancelled or refunded, but you may cancel to stop all future orders.
NON-RETURNABLE ITEMS
We cannot accept returns or exchanges on opened or used skincare, discounted or sale items, or gift cards. We are also unable to accept returns arising from destination customs issues, or from incorrect shipping or verification details provided at the time of order, though you are welcome to email us and we will do our best to help. Products returned to us are not re-sold.
UNDELIVERED ITEMS
If you have not received your order within the delivery time frame provided at checkout, please contact us within 14 days so we can help locate it. If the courier notifies us that an item could not be delivered, we will contact you and re-ship your order.
CONTACT
For any questions about returns or refunds, email us at glow@glowgearpro.com and we'll be happy to help.