Refund policy
We want you to be happy with your order. If something isn't right, email us first at contact@glowontee.com and we'll help you sort it out.
Change of Mind
You can return an item within 14 days of receiving it if you simply changed your mind. The item needs to be unworn, unwashed and in its original condition.
Because our products are made to order rather than picked from stock, we ask you to contact us before sending anything back, so we can give you the right return instructions.
For a change-of-mind return, you pay the direct cost of returning the item. We refund the price of the item itself, and the standard delivery cost you paid on the original order.
How to Start a Return
Email contact@glowontee.com with:
- your order number
- which item or items you'd like to return
- the reason, or a description of the issue
We'll reply with return instructions, including where to send the item. Please don't send anything back before you've heard from us, as returns sent without instructions can go missing.
Damaged, Defective or Incorrect Items
If your order arrives damaged, has a printing fault, or isn't the item you ordered, this is our problem to fix and it will not cost you anything.
Email contact@glowontee.com with your order number and, where possible, clear photos of the item and the issue. We'll arrange a replacement or a refund, whichever suits your situation, and we cover the return shipping if we ask you to send the item back.
This applies alongside your statutory rights. You are always entitled to a product that matches its description and works as you would reasonably expect.
What Cannot Be Returned
Almost everything we sell can be returned. Our designs are our own, created in advance and offered to everyone, so a shirt printed after you order it is still a standard product with full return rights.
The one exception is a genuinely personalised product: an item made to your own specifications, such as one carrying a name, message, photo or other detail that you supplied. Those are made for you alone and cannot be resold, so they are excluded from change-of-mind returns and from the statutory right of withdrawal, as far as the law allows.
If an item is personalised, this is made clear on the product page before you order.
European Union — 14-day Cooling-off Period
If you are a consumer with your habitual residence in the European Union, you have a statutory right to cancel your order within 14 days of receiving it, without giving a reason. This right exists under Dutch and European consumer law, applies independently of the policy above, and cannot be limited by it.
To use this right, email contact@glowontee.com with your order number before the 14 days are up. That notice is what exercises the right; you don't need our approval. You then have another 14 days to send the item back.
You pay the direct cost of returning the item.
We refund your payment, including the standard delivery cost of your original order, within 14 days of receiving your notice. Where you return the item yourself, we may withhold that refund until we have received the item back, or until you have supplied evidence that you have sent it back, whichever happens first.
This right does not apply to products made to your own personal specifications, as described above.
Our full trader and contact details, including our registered business information, are set out in our Contact Information policy.
Refunds
Refunds go back to the original payment method. Once we've processed a refund, it usually takes a few business days to appear, depending on your bank or card issuer.
If you paid a shipping charge on your original order, we refund the standard rate. Any extra you paid for a faster or upgraded shipping option is not refunded on a change-of-mind return.
Questions
Email contact@glowontee.com with your order number and we'll help you sort it out.