Refund policy
Return & Refund Policy
Last updated: 15/07/2026
Thank you for shopping with Glow Zone ("we," "us," "our"). Please read this policy carefully before ordering. By completing a purchase, you confirm that you have read, understood, and agreed to the terms below.
Advertising media acknowledgment. All images, photographs, videos, animations, and other media showing our products - on this website, in our advertising, and on our social media - are provided for advertising and promotional purposes only. They are illustrative and are intentionally stylized, enhanced, and exaggerated to showcase the product and convey its intended experience. They are not a literal or exact representation of the product, and actual items may differ in color, size, shape, finish, packaging, performance, and overall appearance. By placing an order, you expressly acknowledge, confirm, and agree that you understand all product images and videos are advertising material and are exaggerated, and that your purchase is not based on any expectation of an exact match to that media.
No "change of mind" returns. Except where a refund or cancellation right is required by the mandatory consumer-protection laws of your country (see "Your statutory rights" below), we do not accept returns or issue refunds because a customer simply did not like the product, changed their mind, or found it different from their personal expectations based on advertising media. All such sales are final.
When we do provide a refund or replacement. We will provide a refund or replacement only in the following cases:
- the item arrived physically broken or damaged, or
- the item, or part of your order, arrived missing (not delivered or incomplete).
How to make a claim (all steps required). To be eligible, all of the following conditions must be met:
- Time limit - you must contact us within 48 hours (2 days) of receiving the package. Claims made after this window will not be accepted.
- Photo evidence - you must include clear photographs showing the broken or damaged item, or evidence of the missing item, together with the shipping label and original packaging.
- Order details - include your order number and the email used to place the order.
Send all claims to dmkhn9150@gmail.com with the subject line "Damaged/Missing Order - [your order number]". We may request additional information or photos to process your claim. Approved claims are refunded to the original payment method, in the currency of your original purchase (USD, EUR, NIS, GBP, or CHF), or replaced, at our discretion, within 8-12 business days.
What is not covered:
- change of mind, buyer's remorse, or "didn't like it";
- minor variation in color, size, shape, or appearance versus advertising media;
- damage caused by misuse, accident, or normal wear after delivery;
- claims made after the 48-hour window or without photo evidence;
- delays or losses caused by an incorrect or incomplete shipping address provided by the customer.
Your statutory rights (EU, UK, USA & others). Nothing in this policy removes or limits any right you have under mandatory consumer-protection law that cannot legally be waived.
- EU & UK customers: under distance-selling / consumer contract rules, you generally have a 14-day right to withdraw from an online purchase without giving a reason. Certain exceptions apply, including custom-made or personalized goods, perishable goods, sealed health or hygiene items unsealed after delivery, and digital or downloadable products. Where this right applies, it overrides the "No change of mind returns" section above. To exercise it, contact dmkhn9150@gmail.com within 14 days of receiving your goods. Unless the item was faulty, return shipping costs are your responsibility.
- USA customers: refund rights vary by state. This policy is offered in addition to any non-waivable rights you hold under applicable federal or state law.
Where local law grants you stronger rights than this policy, the law prevails.
Contact: dmkhn9150@gmail.com