Refund policy
Refund, Returns & Shipping Policy
Last Updated: November 2, 2026
At GlowPets, we are committed to providing quality products and ensuring a positive shopping experience. This policy explains the conditions under which returns, refunds, replacements, and shipping arrangements apply to purchases made through our store.
This policy applies to international orders, subject to applicable consumer protection laws in the customer's country or region.
1. 30-Day Defective Product Coverage
GlowPets offers a 30-calendar-day commercial refund policy for products that arrive damaged, defective, or present a verifiable manufacturing defect.
Customers should contact us within 30 calendar days of receiving their order to report an issue under this voluntary policy.
This 30-day period does not limit or replace any longer statutory warranty, guarantee, or consumer protection period that may apply under local law.
2. Eligible Refund and Replacement Claims
A product may qualify for a refund or replacement if:
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It arrives visibly damaged.
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It presents a manufacturing defect.
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It fails to function as intended due to a manufacturing issue.
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The wrong product was delivered.
To evaluate a claim, we may request:
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Your order number or proof of purchase.
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A clear description of the issue.
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Photographs or videos demonstrating the defect or damage.
We may request reasonable additional information when necessary to verify a claim.
3. Non-Eligible Claims Under Our Voluntary Policy
Except where applicable law provides otherwise, GlowPets does not voluntarily accept returns or issue refunds for:
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Change of mind or buyer's remorse outside any applicable statutory cancellation period.
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Incorrect size selection when accurate sizing information was provided on the product listing.
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Products that are no longer wanted or needed.
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Damage caused by misuse, negligence, accidents, or improper handling.
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Damage caused by chewing, scratching, excessive pulling, or other actions by pets.
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Normal wear and tear.
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Unauthorized modifications or repairs.
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Failure to follow the product's instructions or intended use.
These exclusions do not apply to manufacturing defects or any circumstances where consumer protection laws require a remedy.
4. Right of Withdrawal and Statutory Returns
Customers may have a legal right to cancel an online purchase or return an item without providing a reason, depending on their country or region.
Where applicable, GlowPets will honor statutory cancellation and withdrawal rights, including applicable cooling-off periods and return procedures.
For example, consumers in the European Union and United Kingdom generally have a 14-day withdrawal period for eligible online purchases.
This right is separate from our voluntary 30-day defective product coverage.
Nothing in this policy removes or restricts mandatory consumer rights.
5. How to Request a Return or Refund
To submit a request:
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Contact us at glowwpeet@gmail.com.
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Include your order number.
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Explain the reason for your request.
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Provide photographs or videos if reporting a defective or damaged product.
Please contact us before sending any product back.
We will provide the appropriate return instructions and address when a return is required.
6. Return Shipping Costs
For verified defective, damaged, or incorrectly delivered products, GlowPets will cover reasonable return shipping costs where a return is required by this policy or applicable law.
For change-of-mind returns, customers may be responsible for return shipping costs where permitted by applicable law and where this responsibility has been properly disclosed before purchase.
No return shipping charges will be imposed where prohibited by applicable consumer protection laws.
7. Refund Processing
Once a return or claim has been reviewed and approved, refunds will be issued to the original payment method whenever possible.
Refund processing times may vary depending on the payment provider and financial institution.
Where applicable law establishes a specific refund deadline, GlowPets will comply with that deadline.
For defective or damaged products, an appropriate resolution may include a refund, replacement, repair, or other remedy required by applicable law.
8. Shipping and Delivery Policy
Order Processing Time
All orders are processed within 1–3 business days, excluding weekends and public holidays.
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
Estimated Delivery Time
After shipment, estimated delivery takes 7–12 business days.
Please note that delivery estimates are approximate and may vary depending on the destination country, customs clearance, local postal services, weather conditions, and other circumstances beyond our reasonable control.
Order Tracking
Once your package has been dispatched, a tracking number will be sent to your email address so you can monitor your shipment throughout its journey.
Please allow some time for tracking information to become available after dispatch.
Shipping Delays
Although we work to ensure timely delivery, GlowPets cannot guarantee exact delivery dates.
Delays caused by customs inspections, carrier disruptions, or other circumstances beyond our reasonable control may affect estimated delivery times.
If your order has not arrived within the estimated delivery timeframe, please contact us at glowwpeet@gmail.com so we can investigate.
Nothing in this section limits any refund, cancellation, or other rights that may apply under mandatory consumer protection laws.
Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information at checkout.
GlowPets is not responsible for delivery issues resulting from incorrect or incomplete addresses supplied by the customer, to the extent permitted by applicable law.
9. Order Cancellations
Customers may request order cancellation before shipment, subject to applicable law and the order's fulfillment status.
Once an order has been shipped, cancellation may no longer be possible.
If an order cannot be shipped within the advertised or legally required timeframe, GlowPets will provide the required notification and cancellation or refund options.
10. Exchanges
For voluntary exchanges, please contact us before returning your product.
For defective or incorrectly delivered products, GlowPets will provide an appropriate remedy in accordance with this policy and applicable consumer protection laws.
11. Consumer Protection and Applicable Laws
This policy is intended to establish GlowPets' voluntary return, refund, and shipping procedures worldwide.
It does not exclude, restrict, or waive any mandatory consumer rights, statutory warranties, legal guarantees, or remedies that cannot legally be excluded.
If the consumer protection laws of your country or region provide greater rights or protections than those described in this policy, the applicable legal requirements will prevail.
Nothing in this policy limits any legal obligation that GlowPets may have under applicable federal, national, state, provincial, or local laws.
12. Contact Information
For all refund, return, replacement, shipping, or product-related inquiries, please contact:
Store: GlowPets
Customer Support Email: glowwpeet@gmail.com
Please include your order number in all communications to help us process your request efficiently.