Refund policy

We prioritize a smooth and transparent return process for our Australian customers. Please review the key points below for our return, refund, and exchange procedures, in accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010. This law ensures strong protections for consumers in Australia.

Return Period and Conditions

• Return Window: You may return items within 30 days from the delivery date.
• Item Condition: To qualify for a return, items must be unused, in original condition, with all tags attached, and in the original packaging. Faulty items are exempt from the packaging requirement.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.

Return Shipping Costs

• Change of Mind (Buyer's Remorse): Customers are responsible for the international shipping costs for returns to China. We recommend using a trackable and insured shipping service.
• Defective, Damaged, or Incorrect Products: We will cover the return shipping costs. A pre-paid return label will be provided, or we will reimburse you for reasonable shipping expenses once the item is inspected.

Return Process

1. Contact Customer Service: To initiate a return, email us at info@glowwo.com with your order number, reason for return, and photos if applicable.
2. Receive Return Authorisation: After reviewing your request, we will send you a return authorisation and detailed instructions.
3. Prepare for Return: Safely package the item with all tags and original packaging, attaching the return authorisation form.
4. Ship the Item: Use a reliable, trackable shipping service. For defective or incorrect items, we will cover the return shipping costs.

Refund Processing

• Refund Approval: Once we receive your returned item, we will notify you regarding the approval status.
• Refund Issuance: If approved, your refund will be processed to the original payment method within 10 business days of receiving the returned product. Please note, your bank or credit card provider may require additional time for the refund to be posted.
• Confirmation: You will receive a confirmation email once your refund has been processed. If you do not see the refund within the expected time, please check with your bank or contact us at info@glowwo.com for further assistance.

Order Cancellations

• Cancel Within 24 Hours: You may cancel your order within 24 hours of placing it, provided it has not yet begun processing. Contact us at info@glowwo.com to request cancellation.
• After Processing/Shipping: Once the order is processed or shipped, cancellation is no longer possible. Please refer to the Return Instructions above for further steps.

Exchange Policy

Exchanges are only available for incorrect or faulty items. If this happens, please contact our customer service team immediately at info@glowwo.com.

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, please contact us within 48 hours of delivery. Under Australian Consumer Law, you are entitled to a refund or replacement. We will arrange return shipping at no cost to you.
• Incorrect Products: If you receive an incorrect item, contact us, and we will cover the return shipping costs and promptly send you the correct item.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Important Note Regarding Returns to China

Please be aware that our return address is located in China. For returns, particularly for "change of mind" or "cooling-off period" returns, customers are responsible for international shipping costs. These costs can be significant, so we recommend using a trackable and insured service.

For defective, damaged, or incorrect items, we will cover the return shipping costs, as required by Australian Consumer Law.

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

Website: glowwo.com
Address: 44 Hampstead Rd, Maidstone, Melbourne VIC 3012, Australia
Email: info@glowwo.com
Phone: +61370441947
Contact Form: Contact
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+10)

Our customer service team aims to respond within 24 hours.