Refund Policy
House of Glow ("we," "us," or "our") stands behind its products and offers a 30-day return guarantee. Please read this policy carefully before requesting a return.
30-Day Window
You may request a return within 30 days of your delivery date. Requests made more than 30 days after delivery cannot be accepted.
Subscriptions
The 30-day guarantee applies to your initial order. Each subscription renewal is a separate charge on its own date. You can skip, pause, or cancel at any time in the customer portal at houseofglow.co/a/subscriptions/login — enter your email address and we will send you a link to your subscription — through the portal link emailed to you with your order, or by emailing hello@houseofglow.co. Your next billing date and amount are shown in the portal. Cancelling stops all future charges immediately. It does not refund an order that has already been processed or dispatched.
How to Request a Return
To start a return, email hello@houseofglow.co with your order number and the reason for your return. Do not ship any product back before you have received a return authorization and instructions from us. Unauthorized returns, and packages sent to any address without our written instructions, cannot be processed or refunded.
Condition Required for a Refund
Refunds are issued only for product returned unopened and unused, with any factory seal intact and in its original packaging. Product that has been opened, used, or returned without its original packaging is not eligible for a refund, and cannot be returned to inventory.
Where Returns Are Sent
Our fulfilment warehouse is located in China. The return address is provided in your return instructions once a return has been authorised, and returns must be sent only to the address we provide.
Return Shipping Is the Customer's Responsibility
Customers are responsible for the cost of shipping a product back to us, including any customs, duties, or brokerage charges. This return-shipping cost is separate from your order and is not refunded. We strongly recommend using a trackable shipping method, as we cannot process a refund for a return that is lost or undelivered in transit and is not received by us.
Refund Processing
Products must be returned in accordance with the instructions we provide. Once your return is received and inspected, and provided it meets the condition requirements above, we will refund the full amount you paid for the product. Original shipping charges and shipping protection are non-refundable. Please allow up to 10 business days after we receive your return for the refund to be processed back to your original payment method. Your bank or card issuer may take additional time to post the refund.
Packaging Variations
Product packaging, labeling, and jar design may vary slightly from what is shown on our website due to ongoing packaging updates, supplier changes, or stock availability. A packaging difference of this kind is not a defect and is not treated as a damaged, incorrect, or "not as described" item under this policy, provided the product itself is the item you ordered.
Damaged or Incorrect Items
If your order arrives damaged, or you received the wrong item, contact us within 7 days of delivery at hello@houseofglow.co with your order number and a clear photo of the issue. In these cases we will make it right at no additional cost to you, and no return shipping charge will apply.
Non-Returnable Situations
We cannot accept or refund:
- Product that has been opened or used.
- Product returned without its original packaging, or with a broken or missing factory seal.
- Requests made more than 30 days after delivery.
- Items returned without a return authorization or not sent according to our instructions.
- Returns sent to any address other than the one provided in your return instructions.
- Claims submitted without a valid order number.
- Free or promotional items received as part of a bundle offer.
Return Authorisation Validity
A return authorisation is valid for 14 days from the date it is issued. Returns must be postmarked within that period and the tracking number supplied to us by email. Authorisations not used within 14 days expire and cannot be reissued.
Bundle and Multi-Unit Orders
Bundle offers are sold and refunded as a single unit. Every jar in the order, including any free or promotional jars, must be returned unopened and unused with its factory seal intact and in its original packaging. If any jar in the order has been opened or used, the entire order is ineligible for a refund. Partial returns of a bundle are not accepted.
Refused and Undeliverable Packages
If a package is refused at delivery, or is returned to us as undeliverable because of an incorrect or incomplete address supplied at checkout, original shipping charges are forfeited.
Inspection and Determination
All returns are inspected on arrival. Our assessment of whether returned product meets the condition requirements set out above is final. Product that fails inspection is not refunded and is not returned to the customer.
Limits and Abuse
Refunds are limited to one per customer, household, billing address, or payment method. Refunds are issued only to the original payment method used at checkout. We reserve the right to decline a return, refuse a refund, or decline future orders where we identify a pattern of repeated returns, or conduct we reasonably consider abusive of this policy.
Before Filing a Payment Dispute
If you are unhappy with your order for any reason, please contact us first at hello@houseofglow.co so we can resolve it. We respond to every message and we would always rather sort a problem out directly. Filing a payment dispute without contacting us does not change the terms of this policy, and where a dispute is raised we will provide your card issuer with a copy of these terms, your order record, and our correspondence.
Cancellations
Orders are transmitted to our fulfilment centre immediately after checkout and cannot be cancelled or changed once placed. Please review your order carefully before completing your purchase.
Acceptance and Changes
By placing an order you confirm that you have read and accepted this policy as it appears on the date of your order. We may update this policy at any time, and the version published at the time your order is placed is the version that applies.
Contact Us
Email: hello@houseofglow.co