Refund policy

Return & Refund Policy—Glowcella

Last Updated: December 21, 2025

At Glowcella, we value transparency, fairness, and customer satisfaction. This Return & Refund Policy explains in detail the terms, conditions, procedures, timelines, and responsibilities related to returns, exchanges, refunds, cancellations, and delivery-related issues. By placing an order on our website, you agree to the terms outlined below.

1. Return Window

• Customers may request a return within 30 days from the date the order is confirmed as delivered by the shipping carrier.
• Return requests submitted after the 30-day period will not be accepted under any circumstances.
• The return window applies only to eligible items that meet our return conditions.

2. Exchange Policy

Glowcella allows product exchanges for eligible items within the 30-day return window.

Exchanges are subject to:

• Product availability
• Condition of the returned item

If the requested replacement item is unavailable, a refund will be issued instead.

Exchanges follow the same approval and inspection process as returns.

3. No Restocking Fee

Glowcella does not charge any restocking fees.

• Customers will receive the full eligible refund amount without deductions for restocking.
• This applies to both returns and exchanges that meet policy conditions.

4. Return Eligibility Requirements

To qualify for a return or exchange, all of the following conditions must be met:

• The item must be unused, unworn, and unaltered
• The item must be returned in its original packaging
• All original accessories, manuals, tags, and inserts must be included
• The item must not show signs of misuse, damage, or excessive wear
• Proof of purchase (order number or confirmation email) must be provided

Items failing to meet these criteria may be rejected.

5. Return Shipping Costs

We believe in full transparency regarding return shipping costs so customers can make informed purchasing decisions.

Customer Responsibility

Unless otherwise stated below:

• Customers are responsible for all return shipping costs
• Original shipping fees are non-refundable
• Any additional costs such as customs duties, taxes, or import fees are non-refundable and remain the customer’s responsibility (for international orders)

When We Cover Return Shipping Costs

We will fully cover the return shipping costs only if the return is a result of our error, including the following situations:

• The item arrived damaged
• The item is defective
• The wrong item was sent
• The item is missing parts or components due to our mistake

In these cases, customers must contact us within the return window and provide clear evidence (such as photos or videos) to support the claim. Once approved, we will provide return instructions or a prepaid return solution.

Unauthorized or Customer-Initiated Returns

Return shipping costs will not be covered if:

• The item does not fit or meet personal preferences (size, color, style)
• The wrong size, color, or age group was ordered
• The return request is made outside the allowed return window
• The item shows signs of use, wear, damage, or alteration not caused by us

Shipping Method Responsibility

• Customers must use a trackable shipping method for all returns
• We are not responsible for lost or delayed return shipments
• Return shipping fees are non-refundable once the return is shipped

6. How to Initiate a Return

STEP 1—Contact Us

Email: support@glowcella.org

Include:

• Order number
• Reason for return
• Photos, if applicable

STEP 2—Receive Authorization

We will send:

• Return approval
• Return instructions
• Official return address

STEP 3—Ship the Item

Follow packaging instructions and send via a courier of your choice (tracked is recommended).

STEP 4—Inspection

Inspection takes 1–2 business days (Monday-Friday).

STEP 5—Refund or Exchange

Refund: within 10 business days (Monday-Friday)
Exchange: shipped within 1–2 business days (Monday-Friday)

7. Return Methods

• Approved returns must be shipped using a trackable courier service.
• Customers are responsible for securely packaging returned items.
• Glowcella is not responsible for damage during return shipping due to improper packaging.

8. Refund Processing Time

• Once the returned item is received and inspected, refunds are processed within 10 business days (Monday-Friday).
• Refunds are issued to the original payment method.
• Payment providers may take additional time to reflect the refund in your account.

9. Customer Responsibility

Customers are responsible for:

• Reviewing product details before purchase
• Initiating return requests within the allowed timeframe
• Providing accurate return and contact information
• Shipping returned items according to instructions
• Retaining proof of return shipment

10. Our Responsibilities

Glowcella is responsible for:

• Reviewing return requests fairly and consistently
• Communicating approval or rejection clearly
• Processing refunds within stated timelines
• Providing support throughout the return and refund process

11. Return Address

To ensure that your return is processed accurately and efficiently, please follow the instructions below.

Where to Send Your Return: All authorized returns should be mailed directly to our fulfillment and return center at 2429 Graystone St, Wichita, Kansas, 67228, United States

Important Return Instructions:

• Return Authorization Required: Do not send any items back without prior approval. You must contact us at support@glowcella.org to receive a Return Authorization (RA) number.

• Mark Your Package: Please clearly write your RA number on the outside of the return package to help us identify your order quickly.

• Courier Choice: We recommend using a trackable shipping service or purchasing shipping insurance. Glowcella is not responsible for items lost or damaged during return transit.

• Final Confirmation: Once your return is received at the address above, we will notify you via email and begin the inspection process for your refund.

12. Damaged, Defective, Incorrect, or Missing Items

Issues must be reported within 48 hours of delivery.

Customers must provide clear photos or videos as evidence.

Once verified:

• A replacement will be sent or
• A full refund will be issued at no additional cost

13. Lost Parcel Policy

If a package is confirmed as lost by the carrier:

• Glowcella will initiate an investigation
• Resolution may include replacement or refund

Each case is handled individually based on carrier findings.

14. Order Cancellation Policy

• Orders may be canceled within 24 hours of purchase.
• Orders that have entered processing or shipment cannot be canceled.
• Cancellation requests must be submitted via email.

15. Lost or Missing Returns

• Glowcella is not responsible for returned items lost during return transit.
• Customers must provide valid return tracking proof.
• Refunds will not be issued without confirmed receipt of the return.

16. Late or Missing Refunds

If your refund has not appeared:

1. Check with your bank or card issuer
2. Processing times vary by payment provider
3. Contact us if the delay exceeds reasonable processing time

17. Items Returned Without Approval

Returns sent without authorization may be:

• Rejected
• Disposed of
• Returned at the customer’s expense

No refund is guaranteed for unauthorized returns.

18. Policy Abuse Prevention

To ensure fairness:

• Excessive or abusive return behavior may be restricted
• Repeated false claims may result in account limitations
• Glowcella reserves the right to refuse service in abuse cases

19. Fraud, Abuse & Safety Protection

• Orders flagged for fraud may be canceled without notice
• False damage or loss claims may lead to denial of refunds
• We actively protect against misuse of our policies

20. Business Information

Trade Name: Glowcella

Address: 2429 Graystone St, Wichita, Kansas, 67228, United States

E-mail: support@glowcella.org

Live chat: Live chat available on our website

Business Hours: 10:00 AM - 6:00 PM (Mon-Fri), (GMT-05:00) Eastern Standard Time (New York)

21. Policy Updates

Glowcella reserves the right to modify or update this Return & Refund Policy at any time.
Any changes will be published on this page, and continued use of our website constitutes acceptance of the updated policy.