Refund policy
Return & Refund Policy
For GlowTrack personalized orders, we use the image information submitted at checkout to prepare a design preview. Production begins only after the customer confirms the design. If we don’t receive a confirmation or reply within 14 calendar days after the first design email, we may cancel the unfulfilled order and issue a refund to the original payment method. This does not limit any statutory consumer rights.
Standard Returns (Non-Personalised Items) We accept returns within 14 days of delivery for non-personalised items in their original, unused condition. To initiate a return, please log into your account and submit a return request through your order.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit.
Once we receive and inspect the returned item, refunds will be processed to your original payment method within 5–10 business days.
Personalised & Custom Orders Items that have been personalised or customised (including custom photo uploads) are final sale and are not eligible for return or refund, unless they arrive damaged or defective.
Production of personalized GlowTrack orders begins only after the design is confirmed. Delivery estimates begin from the date of design confirmation. Once production has started, personalized orders can’t be cancelled except where required by applicable law or in the case of a product defect.
EU Customers — Right of Withdrawal If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your items without giving a reason, except for personalised or custom-made goods. Once production has started, the order can’t be cancelled except where required by law. To exercise this right, please submit a cancellation request through your account before or within 14 days of delivery of your last item.
Damaged or Defective Items If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos and your order details. We will arrange a replacement or full refund at no cost to you.
Contact Us For any return or refund enquiries, please reach out via our Contact Us page.
