Refund policy

 

Last Updated: October 2026

At GlowHaus, we want every customer to feel confident in their purchase. If there is an issue with your order, our team is available to help.

This Return & Refund Policy explains the conditions that apply to returns, refunds, replacements, damaged or defective products, and commercial orders.

30-Day Return Window

For standard retail purchases, customers may request a return within 30 days of the delivery date.

To be eligible for a return, the product must:

  • Be unused or only minimally handled for inspection
  • Be in substantially the same condition in which it was received
  • Be free from damage caused by misuse, neglect, accidents, modification, improper handling, or unauthorized repair
  • Include all original packaging, charging accessories, manuals, components, and included items
  • Include proof of purchase
  • Receive return authorization from GlowHaus before being shipped back

Submitting a return request does not automatically guarantee approval. All returned merchandise is subject to inspection before a refund, replacement, or store credit is approved.

Items Not Eligible for Return

The following items are generally not eligible for return:

  • Products showing excessive use, wear, abuse, or damage after delivery
  • Products damaged through misuse, neglect, accidents, improper handling, or unauthorized modification
  • Items specifically marked Final Sale, Clearance, or Non-Returnable at the time of purchase
  • Gift cards
  • Customized, engraved, personalized, or specially modified products
  • Products returned without prior authorization
  • Products missing substantial original packaging, accessories, or components
  • Unauthorized returns sent to an address not provided by GlowHaus Customer Support

Promotional pricing or ordinary discounts do not automatically make an item final sale unless the product or offer was clearly identified as such before purchase.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact GlowHaus Customer Support as soon as possible.

For visible shipping damage, incorrect items, or defects apparent upon delivery, we strongly recommend contacting us within 7 days of delivery.

To investigate a claim, GlowHaus may request:

  • Order number
  • Description of the issue
  • Photographs of the product
  • Photographs of the packaging
  • Video demonstrating a functional or electrical issue
  • Charging or battery-testing information
  • Other reasonable documentation necessary to verify the claim

Depending on the circumstances, GlowHaus may offer:

  • A replacement
  • Replacement components
  • A partial refund
  • A full refund
  • Store credit
  • Another mutually agreed resolution

The appropriate resolution will depend on the nature of the issue, product condition, available evidence, and inspection findings.

Trade, Hospitality, Wholesale & Bulk Orders

Orders placed through the GlowHaus Trade & Hospitality Program, wholesale orders, bulk purchases, custom-production orders, and other commercial purchases may be subject to different return terms than standard retail orders.

Because commercial orders may involve large quantities, special production, custom sourcing, negotiated pricing, or products prepared specifically for a project, these orders require additional review before a return can be authorized.

Unless otherwise agreed to in writing before purchase, commercial and bulk orders are generally not eligible for return solely because of:

  • Change of mind
  • Aesthetic preference
  • Packaging preference
  • Buyer's remorse
  • A change in project plans
  • A customer deciding after delivery that the approved product style, color, finish, size, or appearance is no longer suitable

Claims involving products that are damaged, defective, incorrect, or materially different from the approved specifications will be reviewed individually.

GlowHaus may require photographs, video, testing information, product samples, or other reasonable evidence before approving a commercial return or refund.

Sample and Product Approval

Customers placing large commercial orders are strongly encouraged to order a sample before committing to a large quantity.

When GlowHaus provides product photographs, videos, samples, specifications, finishes, colors, measurements, or other product information for approval before production or fulfillment, written approval by the customer may be considered acceptance of those disclosed product characteristics.

This does not limit valid claims involving undisclosed defects, incorrect products, substantial manufacturing issues, or material differences from the approved specifications.

Commercial Return Authorization

Commercial, hospitality, wholesale, and bulk orders must receive written return authorization from GlowHaus before any merchandise is shipped back.

GlowHaus will provide the appropriate return location after reviewing the request.

Customers should never return commercial orders to the address printed on the original shipping carton unless specifically instructed to do so by GlowHaus.

Commercial returns may be subject to:

  • Return shipping costs
  • Inspection requirements
  • Restocking charges when disclosed and permitted
  • Freight costs
  • Missing-item deductions
  • Damage deductions
  • Other reasonable costs associated with processing the return

Any applicable charges will be communicated before the return is finalized.

Return Shipping

Unless otherwise required by law or agreed to in writing:

  • Customers are responsible for return shipping costs for standard preference-based returns
  • Original shipping charges are non-refundable
  • Expedited shipping charges are non-refundable
  • GlowHaus is not responsible for unauthorized return shipments
  • Customers should use a trackable shipping service and retain proof of shipment

If GlowHaus confirms that an item arrived damaged, defective, incorrect, or materially different from what was ordered, GlowHaus may provide a prepaid return label or another appropriate shipping solution depending on the circumstances.

Important Return Address Notice

Do not return products to the shipping address printed on the original package unless GlowHaus Customer Support specifically instructs you to do so.

GlowHaus may designate a different return warehouse, inspection location, or authorized return facility depending on the product and order.

Returns sent to an unauthorized address may be delayed, refused, or become ineligible for processing.

Return Inspection

All returned products may be inspected before a refund, replacement, or store credit is approved.

The inspection may include:

  • Verifying the reported issue or defect
  • Testing electrical, rechargeable, battery, and functional components
  • Inspecting for shipping damage
  • Checking for misuse, abuse, neglect, or improper handling
  • Checking for signs of excessive use
  • Verifying the condition of the product
  • Confirming that original accessories and components were returned
  • Comparing the returned product with the customer's claim
  • Documenting the return through photographs or video

GlowHaus reserves the right to deny or reduce a refund if the returned merchandise does not meet the conditions outlined in this policy, subject to applicable law.

Refund Approval Process

Once an authorized return has been received, GlowHaus will inspect the merchandise and determine whether the return meets the requirements of this policy.

For most standard returns, please allow up to 10 business days after receipt for inspection and refund approval.

Complex cases involving bulk orders, warranty claims, shipping damage, manufacturer verification, battery testing, or substantial product-condition concerns may require additional review.

GlowHaus will notify the customer once the return has been approved, denied, or requires additional information.

Refund Processing

Approved refunds will be issued to the original payment method used during checkout, unless otherwise agreed or required by law.

After GlowHaus issues the refund, your bank, credit card company, or payment provider may require an additional 3–10 business days to post the funds to your account.

GlowHaus does not control processing times imposed by banks, card issuers, or other financial institutions.

Partial Refunds

In certain circumstances, GlowHaus may offer a partial refund instead of requiring a full return.

Examples may include:

  • Minor cosmetic concerns
  • Missing components
  • Partial defects affecting only part of an order
  • Commercial customers who wish to keep products despite an issue
  • Other situations where both GlowHaus and the customer agree that a partial reimbursement is appropriate

Acceptance of an agreed partial refund may constitute resolution of the specific claim involved.

Exchanges and Replacements

GlowHaus may offer an exchange or replacement when appropriate.

Replacement eligibility depends on product availability, the nature of the issue, supporting documentation, and inspection findings.

A replacement may be offered instead of a refund when the issue can reasonably be resolved by replacing the affected product or component.

Order Cancellations

Orders may be cancelled before processing or shipment when possible.

Once an order has entered production, processing, fulfillment, or shipment, cancellation may no longer be possible.

Commercial, wholesale, custom-production, and bulk orders may become non-cancellable once production or sourcing has begun.

If cancellation is no longer possible, the order will be handled under the applicable portion of this Return & Refund Policy.

Chargebacks and Payment Disputes

We encourage customers to contact GlowHaus Customer Support before initiating a chargeback or payment dispute so we have an opportunity to investigate and resolve the issue.

GlowHaus maintains order records, communications, tracking information, delivery confirmations, product approvals, photographs, return documentation, and other supporting information that may be provided to financial institutions when responding to payment disputes.

Fraudulent claims, abuse of return policies, or intentionally false chargebacks may result in refusal of future transactions where permitted by law.

Nothing in this section limits any rights a customer may have under applicable law or through their payment provider.

Limitation of Liability

To the fullest extent permitted by applicable law, GlowHaus will not be responsible for indirect, incidental, consequential, or special damages arising from the purchase, use, or inability to use a product.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be waived.

Policy Changes

GlowHaus may update this Return & Refund Policy from time to time.

Any changes will apply to purchases made after the updated policy becomes effective unless otherwise required by law.

The policy applicable to an order will generally be the version in effect at the time the order was placed.

Contact Information

For questions about returns, refunds, replacements, exchanges, or damaged products, please contact:

GlowHaus Customer Support
Email: support@glowhauslighting.co

Please include your order number and a description of your request so our team can assist you as quickly as possible.