Returns & Refunds

Returns, refunds & our damage promise

Every order ships with tracking. If something goes wrong, this is exactly what happens.

1. Damaged, faulty or the wrong item

If your order arrives damaged, a light doesn't work, or we sent the wrong item, we will send a free replacement or give you a full refund. You choose which.

Email hello@glowbough.com within 14 days of delivery with your order number and a clear photo or short video showing the problem.
In most cases you won't need to send anything back.
If a fault appears later, contact us anyway. Your statutory rights for faulty goods are not affected by this policy.

2. Changed your mind? (UK customers)

Under the Consumer Contracts Regulations, UK customers can cancel an online order within 14 days of delivery for any reason. To use this right:

Tell us by email within 14 days of delivery. Then send the item back within a further 14 days.
The item must be unused, with all parts, in its original packaging.
You pay the cost of returning the item, and we recommend a tracked service. Items are your responsibility until they reach us.
We will refund the price you paid for the item within 14 days of receiving it back. We may reduce the refund if the item has been used or handled more than needed to inspect it.
Returns sent without contacting us first can't be accepted, because we give you the correct return address when you get in touch.

3. Customers outside the UK

Outside the UK we accept returns only for items that are damaged, faulty or incorrect (section 1). We do not offer change-of-mind returns, except where the law in your country requires it.

4. Things we can't accept for return

Items that have been used, assembled into arrangements, cut or altered.
Damage caused after delivery, such as by leaking batteries or misuse.
Batteries, which are not included with any product.

5. Before you open a dispute

Please contact us first. We reply within 1 business day and almost every issue is fixed with a replacement or refund faster than a bank dispute. Every order ships with tracking, and we share the tracking and delivery records with your card provider if a dispute is opened.