Refund policy

At Glowden, we want you to love your purchase. This policy outlines your rights and our obligations in accordance with the Australian Consumer Law.

1. Australian Consumer Law (ACL)

Under the ACL, you are entitled to a replacement, repair, or refund if your item has a major fault, is not as described, or is otherwise not fit for purpose.
We are not required to provide a refund or exchange if you simply change your mind, so please choose carefully.

2. Return Timeframe

We offer a 30-day return period from the date you receive your order, subject to the conditions below.

3. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unworn, in the same condition as when received, and in its original packaging with all tags attached.

  • You must provide proof of purchase (receipt or order confirmation).

4. How to Request a Return

To start a return, contact us at info@glowden.com.au with:

  • Your order number

  • Reason for return

  • Supporting photos (if applicable)

If your return is approved, we will provide:

  • The return shipping address

  • A return authorisation number and instructions

Important: Items returned without prior authorisation will not be accepted.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us within 48 hours if:

  • The item is faulty or damaged

  • The wrong product was sent

We may request photographic evidence to assess the issue. If confirmed, we will cover return shipping costs and provide a replacement or refund.

6. Non-Returnable Items

We do not accept returns for:

  • Clearance or sale items

  • Gift cards

  • Custom or personalised products

  • Items damaged due to misuse, neglect, or incorrect installation

7. Exchanges

For faster processing, we recommend returning the unwanted item (if eligible) and placing a new order for your preferred product.

8. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Refund timeframes may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at info@glowden.com.au.

9. Shipping Costs

Unless the return is due to our error or a faulty product:

  • Return shipping costs are the responsibility of the customer

  • Shipping costs paid at the time of purchase are non-refundable

10. Contact Us

If you have any questions about this policy, please contact us at: info@glowden.com.au