Return Policy for GlowThatWows Products
Your satisfaction is important to us at GlowThatWows™, operated by Glowholic, MB. We want you to be delighted with your glow-in-the-dark products. This Return Policy outlines the procedures and conditions for returning products purchased from our online store.
By making a purchase from GlowThatWows™, you agree to this Return Policy.
1. Right of Withdrawal (14-Day Cooling-Off Period)
As per Lithuanian and European Union consumer protection laws for distance sales, you have the right to withdraw from your purchase without giving any reason within 14 calendar days from the day you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
To exercise your right of withdrawal:
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Notify Us: You must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g., a letter sent by post or e-mail). You can use the model withdrawal form provided below, but it is not obligatory.
- Email: info@glowthatwows.com
- Postal Address: Glowholic, MB, Ežero g. 47, Riešės k., LT-14265 Vilniaus r., Lithuania
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Return the Goods: You must send back the goods without undue delay and in any event no later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
Conditions for Returns under Right of Withdrawal:
- The products must be returned in their original, unused, and undamaged condition, including all original packaging, labels, and accessories.
- The product must be suitable for resale. If the value of the goods diminishes due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, you may be liable for that diminished value.
Return Shipping Costs for Right of Withdrawal:
- You will be responsible for the direct cost of returning the goods.
2. Returns of Faulty, Damaged, or Incorrect Items
If you receive a product that is faulty, damaged, or incorrect (not what you ordered), please contact us immediately within 48 hours of receiving your order.
To report a faulty, damaged, or incorrect item:
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Contact Us: Please email us at info@glowthatwows.com with the following information:
- Your order number.
- A clear description of the fault or damage, or the incorrect item received.
- Photographs or videos clearly showing the defect or damage, or the incorrect item.
- Our Assessment: We will review your claim and may ask for further information.
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Resolution: If the item is confirmed to be faulty, damaged, or incorrect due to our error or a manufacturing defect:
- We will arrange for a replacement to be sent to you, or offer a full refund.
- We will cover the cost of return shipping for the faulty/damaged/incorrect item. We will provide you with instructions on how to return the item.
Important Note: Do not dispose of or attempt to repair any faulty or damaged items before contacting us and receiving instructions.
3. Non-Returnable Items (Exceptions to the Right of Withdrawal)
Certain types of items cannot be returned under the 14-day right of withdrawal, unless they are faulty:
- Custom-made or personalized products: Goods made to your specifications or clearly personalized.
- Opened glow paints or pigments: Due to product integrity, safety, and hygiene reasons, we cannot accept returns on opened glow paints or pigments.
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Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., certain cosmetic products).
- Goods that are, after delivery, according to their nature, inseparably mixed with other items.
Please check product descriptions carefully before purchasing, especially for items that might fall under these exceptions.
4. Refunds
- Once your return is received and inspected (for items returned under the right of withdrawal) or a faulty item claim is approved, we will send you an email notification regarding the approval or rejection of your refund.
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If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 calendar days of us receiving the returned goods or receiving sufficient proof from you that you have sent back the goods (whichever is earlier).
- Original shipping costs (if any) are generally refunded for items returned under the 14-day right of withdrawal, but any supplementary costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us will not be reimbursed.
Late or Missing Refunds:
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund, please contact us at info@glowthatwows.com.
5. Exchanges
If you wish to exchange a product for a different color, size, or a different product altogether, please contact us at info@glowthatwows.com to discuss options. Exchanges are generally treated as a return followed by a new purchase, and standard return conditions apply.
6. How to Initiate a Return
- Contact Us: Send an email to info@glowthatwows.com with your order number and the reason for your return.
- Await Instructions: We will provide you with detailed instructions and the return address.
- Prepare Package: Securely pack the item(s) you are returning, ensuring they meet the conditions outlined in this policy.
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Ship: Send the package back to us according to the instructions provided. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
7. Disputes and Consumer Rights
Glowholic, MB adheres to the consumer protection laws of the Republic of Lithuania and the European Union. In case of a dispute that cannot be resolved directly with us, consumers have the right to address the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba - VVTAT) or use the European Online Dispute Resolution (ODR) platform for online purchases within the EU.
State Consumer Rights Protection Authority (VVTAT): A. Gostauto str. 12, 01108 Vilnius, Lithuania Email: tarnyba@vvtat.lt Website: www.vvtat.lt
European Online Dispute Resolution (ODR) Platform: https://ec.europa.eu/consumers/odr/
8. Contact Us
For any questions regarding our Return Policy, please contact us:
Email: info@glowthatwows.com
Phone: +37064605465 (Support hours: Monday–Friday, 9am–2am GMT+2)
Company Address: Glowholic, MB, Ežero g. 47, Riešės k., LT-14265 Vilniaus r., Lithuania