Shipping policy

GlowRiot – Refund & Returns Policy

1. Overview
At GlowRiot, we are committed to providing a smooth and fair shopping experience for customers worldwide. This policy outlines your rights and our procedures regarding returns, refunds, and replacements.

2. Our Responsibility as the Seller
GlowRiot is the official seller of all products listed on our website. While we work with international suppliers, we remain fully responsible for:

  • Delivering your order
  • Resolving any issues
  • Providing refunds or replacements where applicable

3. Order Cancellations

  • Orders may be cancelled within 12 hours of purchase
  • After this time, orders may already be processed and cannot be cancelled
  • Once shipped, orders must follow the return process

4. Delivery & Non-Delivery
We ship internationally, and delivery times may vary depending on destination and demand.

  • Estimated delivery times are 7–21 business days (may be longer during peak periods)
  • Delays caused by customs, couriers, or global logistics are outside our direct control

If your order has not arrived within 30 days:

  • Contact us and we will investigate
  • If confirmed lost, we will offer a replacement or full refund

5. 14-Day Cooling-Off Period (UK & EU Customers)
If you are located in the UK or EU, you have the legal right to cancel your order within 14 days of receiving your item.

To qualify:

  • You must notify us within 14 days of delivery
  • Items must be unused and in resellable condition

6. Returns (General Policy)
We accept returns under the following conditions:

  • You must contact us within 14 days of receiving your item
  • Items must be unused and in original condition

Important:
Due to the international nature of our fulfilment:

  • Return shipping costs may be high and are the responsibility of the customer unless the item is faulty
  • In many cases, we may offer a refund or replacement without requiring a return

We reserve the right to determine the most appropriate resolution on a case-by-case basis.

7. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect:

  • Contact us within 30 days of delivery
  • Provide photo or video evidence

We will offer one of the following at no cost to you:

  • Replacement
  • Full refund
  • Partial refund (where appropriate)

8. Refunds Without Return (Customer-Friendly Guarantee)
To provide a better experience and avoid unnecessary shipping costs:

  • Low-value items may be refunded without requiring return
  • Damaged or defective items will not need to be returned
  • In some cases, we may ask you to keep, donate, or dispose of the item

9. Non-Returnable Items
The following items cannot be returned unless faulty:

  • Personal care or hygiene products
  • Opened or used items
  • Custom or personalised products

10. Refund Processing
Once a refund is approved:

  • Refunds are issued to your original payment method
  • Processing time: 3–10 business days depending on your bank/provider

Shipping costs:

  • Original shipping fees are non-refundable unless required by law

11. Customs, Duties & Taxes
Orders may be shipped internationally.

  • Some countries may charge import duties or taxes
  • These charges are the responsibility of the customer unless otherwise stated

We recommend checking your local customs policies before ordering.

12. Incorrect Address & Failed Delivery
Customers are responsible for providing accurate shipping details.

  • If an order is returned due to incorrect address or failed delivery:
    • We may offer reshipment at the customer’s cost
    • Refunds may be reduced to cover incurred shipping costs

13. Chargebacks & Disputes
We are committed to resolving all issues fairly.

  • Customers must contact us before initiating a chargeback
  • We reserve the right to dispute fraudulent or abusive claims
  • Evidence of delivery, communication, and policy agreement may be used in disputes

14. Policy Abuse
We reserve the right to refuse refunds or returns in cases of:

  • Repeated abuse of the policy
  • Suspicious or fraudulent activity
  • Excessive refund requests

15. Contact Us
For all refund, return, or order issues, please contact:
Email: [insert email]

We aim to respond within 24–48 hours.

Final Note
This policy is designed to be fair, transparent, and aligned with international eCommerce standards while protecting both our customers and our business.

GlowRiot is committed to resolving issues quickly and maintaining customer satisfaction wherever possible.