Refund policy
Refund & Return Policy
Last updated: 15 September 2026
We want every GLOWDECK to arrive in perfect condition and work the way it should. If it doesn't, we'll put it right.
What we accept
We accept returns and issue replacements or refunds for products that are damaged, defective, or faulty. That includes:
- Damage that happened in transit
- LEDs that are dead, flickering, or won't light
- A controller or battery pack that won't power on or won't hold a charge
- Adhesive that fails on a first, correctly prepared installation
- The wrong item or a missing item in your order
What we don't accept
We are unable to accept returns for:
- Change of mind — you decided you don't want it after all
- Used products — anything that has been installed and ridden, unless it's faulty
- Products damaged by a crash, a caught edge, or other impact
- Strips that have been cut, trimmed, or modified
- Strips that have been peeled off and re-applied more than once
- Products returned without contacting us first
Reporting a problem
Email glowdeck@outlook.com within 30 days of delivery with:
- Your order number
- A short description of the problem
- A photo or a short video showing the issue
For transit damage, please contact us within 48 hours of delivery where you can, and include a photo of the packaging as well as the product. It makes the carrier claim far easier.
What happens next
We'll reply within 2 business days. In most cases we can resolve a fault from the photos or video alone and send a replacement without asking you to ship anything back — it's faster for you and cheaper for us.
Where we do need the product returned, we'll give you the return address and cover the return shipping cost, because the fault is ours.
Refunds
Approved refunds go back to your original payment method. Once we process it, allow 5–10 business days for it to appear, depending on your bank or card issuer. Original shipping charges are refunded where the entire order was faulty.
If more than 15 business days have passed since we confirmed your refund and nothing has arrived, email us and we'll chase it.
Order cancellations
We can cancel an order and refund you in full if it hasn't entered processing yet — usually within a few hours of you placing it. Email us as soon as possible. Once an order is with our fulfilment partner we can't stop it, but you can still contact us if it arrives faulty.
Your statutory rights
Nothing in this policy limits any rights you have under the consumer protection law that applies where you live. If those laws give you broader rights than this policy does, those laws take precedence.
Contact
glowdeck@outlook.com — we answer within 2 business days, usually sooner.