Refund policy
Returns and Refunds
In addition to your statutory rights under the ACL, GlowState offers the following return and refund policy.
Change of Mind Returns
We accept change-of-mind returns within 30 days from the date of confirmed delivery (as evidenced by proof of delivery from the carrier). To be eligible for a return, the item must be:
• In its original, undamaged packaging;
• In clean, resaleable condition, with no physical damage, and with all accessories, documentation, and components included; and
• Accompanied by proof of purchase.
To initiate a return, please submit a Returns Request through the returns form on our website before sending any goods back. We will review your request and, if approved, provide you with return instructions and a return authorisation reference.
Customers are responsible for arranging and paying for their own return shipping using a trackable, insured service. GlowState accepts no responsibility for items lost or damaged in transit during a return.
Once we receive the returned goods, we will inspect them to confirm they meet the above conditions. If the return is approved, a full refund of the original purchase price will be issued to your original payment method within suggested 5–10 business days of inspection. If the returned goods do not meet our conditions (for example, they are physically damaged, have missing components, or are not in original packaging), we will notify you and may decline the return or offer a partial refund at our discretion.
Returns postmarked or dispatched after the change-of-mind window will not be accepted.
Faulty or Defective Items
If you believe an item is faulty or not of acceptable quality, please submit a Returns Request through the returns form on our website as soon as possible, including your proof of purchase, a description of the fault, and photographs where possible. We will assess your claim and, where the fault is confirmed, we will cover the reasonable cost of returning the item (or arrange and pay for its collection, where the item is large or heavy) and provide a repair, replacement, or refund in accordance with the ACL and our Warranty.
If, after assessment, the item is found not to have a fault, we will let you know and may ask you to pay the reasonable costs of collection and inspection. We will provide you with an estimate of any such costs before they are incurred.
Product Warranty
In addition to your rights under the Australian Consumer Law, GlowState red light therapy panels are covered by a two (2) year limited warranty. GlowState warrants your panel against defects in materials or workmanship for two (2) years from your purchase date.
GlowState red light therapy wraps, caps, masks and other products are covered by a one (1) year limited warranty. GlowState warrants your wrap, cap, mask or other items against defects in materials or workmanship for one (1) year from your purchase date.
At its discretion, GlowState will either repair or replace your product if it is found, on inspection by GlowState or a service agent assigned by GlowState, to have any such defect within the relevant warranty period.
This warranty does not cover damage caused by:
• Improper use;
• Accidental damage;
• Unauthorised modification; or
• Exposure to liquids or high humidity environments.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits provided under this warranty are in addition to, and do not limit, your rights under the Australian Consumer Law.
How to make a warranty claim: To make a warranty claim, please submit a Returns Request through the returns form on our website, or contact us using the details below, with your proof of purchase and a description of the defect, including photographs where possible. You will not be charged for return shipping on an approved warranty claim; we will advise you of the return or collection method when your claim is accepted. If, after assessment, no qualifying defect is found, we may ask you to pay the reasonable costs of collection and inspection, for which we will provide an estimate in advance.
