Returns, Refunds and Terms & Conditions

Terms and Conditions

About these terms

To keep these Terms and Conditions clear, we refer to the customer as “you” and Glowstead as “we”, “us” or “our”.

These Terms and Conditions apply to all purchases made through glowstead.co.uk. By placing an order, you agree to these terms. We recommend that you read them carefully before completing your purchase.

Glowstead is operated by JCOM AB, a company registered in Sweden under company registration number 559575-2949.

Nothing in these terms affects your statutory consumer rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Orders and order confirmation

When you place an order, you will receive an order confirmation at the email address provided during checkout.

A binding agreement is formed when we accept your order and send your order confirmation.

We reserve the right to cancel or correct an order where there has been:

an obvious pricing error;
an inventory or stock error;
incorrect product information;
a technical error;
suspected fraud or unauthorised payment; or
another clear and material mistake.

Should this occur, we will contact you and issue a full refund for any amount already paid.

Prices and payment

All prices displayed on glowstead.co.uk are shown in pounds sterling (GBP).

Prices include any VAT or other sales taxes that we are legally required to collect at checkout, unless clearly stated otherwise.

Where import VAT, customs duties or other import charges may apply upon delivery, this will be communicated as clearly as reasonably possible before the order is completed. You will not be charged undisclosed mandatory fees by Glowstead after placing your order.

The available payment methods will be displayed during checkout and may include:

Visa;
Mastercard;
American Express;
Apple Pay;
Google Pay;
Shop Pay;
Klarna; and
PayPal.

Payment services may be provided by third-party payment providers. We do not directly store your complete card information.

Your payment provider may conduct its own security and identity checks before approving the transaction.

Klarna

Where available, Klarna may allow you to pay immediately, pay later or divide the payment into instalments.

The specific Klarna options available to you will be shown during checkout and are subject to Klarna’s own eligibility checks and terms.

Any payment deadlines, fees or credit terms are determined by Klarna and will be shown before you confirm the payment method.

If you return an order, the Klarna payment or invoice will be adjusted once the return has been processed. We recommend that you also register the return in the Klarna app where applicable.

Delivery

We work with selected logistics partners to provide tracked delivery.

Delivery charges

Standard delivery within the United Kingdom is free unless otherwise stated during checkout.

Order processing

Orders are normally processed within 1–3 business days.

Estimated delivery time

Normal delivery time is approximately 5–9 business days after dispatch.

During periods of high demand, promotional campaigns, public holidays or when an item is dispatched from an international fulfilment centre, delivery may take approximately 5–12 business days.

Delivery times are estimates and are not guaranteed unless we have expressly agreed to deliver by a specific date.

Unless another delivery period has been agreed, we will deliver your order without undue delay and no later than 30 days after the order is accepted.

If we become aware of a significant delay, we will contact you as soon as reasonably possible.

Tracking

Where tracked delivery is available, tracking information will be sent to the email address used when placing the order.

Tracking updates may take several business days to appear after the order has been dispatched.

You are responsible for providing a complete and correct delivery address. Please contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

Your right to cancel

Under UK distance-selling rules, you normally have a statutory right to cancel your order within 14 days after receiving the goods without providing a reason.

In addition to your statutory rights, Glowstead offers a voluntary 30-day returns period beginning on the day you receive your order.

To notify us that you wish to cancel or return an order, contact:

contact@glowstead.co.uk

Your message should include:

your full name;
your order number;
the email address used for the purchase; and
a clear statement that you wish to cancel or return the order.

You may also use the following cancellation wording:

“I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [product and order number], ordered on [date] and received on [date].”

If you contact us before your order has been processed or dispatched, we will attempt to cancel it. However, we cannot guarantee cancellation once processing has begun.

Returning an unwanted item

After notifying us that you wish to cancel, you must return the goods in accordance with the return instructions we provide.

For the statutory 14-day cancellation right, the goods must normally be sent back within 14 days after you notify us of the cancellation.

For returns made under Glowstead’s voluntary 30-day returns policy, the return must be initiated within 30 days of delivery and sent without unreasonable delay after receiving our instructions.

You may inspect the product in the same way that you reasonably could in a physical shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and function.

Where possible, the product should be returned:

with all included accessories and components;
adequately protected for transport; and
in its original packaging, where the packaging is still available.

The absence of original packaging does not automatically remove your statutory cancellation rights. However, damage or a reduction in value caused by inadequate packaging or excessive use may result in a reasonable deduction from the refund.

Return postage

Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it.

We do not charge a separate return administration fee.

Returns must be sent using a tracked delivery service. You should retain the receipt and tracking information until the return has been completed.

The tracking number should be provided to us as confirmation that the return has been sent.

Where an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.

Do not return a product without first contacting us and receiving the relevant return instructions.

Refunds

Where you exercise your statutory right to cancel, we will refund:

the amount paid for the returned goods; and
the cost of the least expensive standard delivery option offered by us, where you paid an outbound delivery charge.

Additional delivery costs resulting from your choice of an enhanced or express delivery method are not refundable beyond the cost of standard delivery.

We may withhold the refund until:

we have received the returned goods; or
you provide sufficient evidence that the goods have been sent back,

whichever occurs first.

The refund will be made without undue delay and no later than 14 days after the relevant requirement above has been satisfied.

Refunds will normally be issued using the same payment method used for the original transaction, unless otherwise agreed.

Your bank or payment provider may require additional processing time before the refund appears in your account.

Exchanges

Should you wish to exchange an item, contact us at contact@glowstead.co.uk.

Where possible, we will help arrange an exchange. In some cases, you may be asked to return the original product and place a new order.

Your statutory rights remain unaffected.

Faulty, damaged or incorrect goods

Goods sold by Glowstead must be:

of satisfactory quality;
fit for their intended purpose;
as described; and
supplied in accordance with applicable consumer law.

Please inspect your order after delivery and contact us as soon as reasonably possible if the item is faulty, damaged, incorrect or incomplete.

Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days of receiving them.

After the initial 30-day period, you may be entitled to a repair or replacement. Where a repair or replacement is unavailable, unsuccessful or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or refund.

The appropriate remedy will depend on the circumstances and applicable law.

To submit a claim, email contact@glowstead.co.uk and include:

your order number;
a description of the issue;
photographs or video showing the issue, where reasonably possible; and
any other relevant information.

We may request reasonable evidence to assess the claim. This does not limit your statutory rights.

Where the claim is valid, we will cover reasonable return costs and provide the remedy required by law.

Product warranty

Any commercial warranty offered by Glowstead is provided in addition to, and does not replace, your statutory consumer rights.

A warranty does not cover damage caused by:

misuse or use contrary to the product instructions;
accidental damage;
unauthorised alterations or repairs;
normal wear and tear;
improper installation;
negligent handling; or
external circumstances for which the product was not designed.

This exclusion does not apply where the damage or fault results from a product that did not meet the standards required by law.

Uncollected and refused deliveries

You are responsible for collecting or accepting delivery of your order where reasonably required.

If an order is returned to us because it was:

not collected;
refused without exercising a valid cancellation right;
addressed incorrectly due to information provided by you; or
undeliverable after reasonable delivery attempts,

we may deduct our reasonable and actual costs for return shipping and handling from any refund.

Any deduction will reflect the costs actually incurred and will not affect your statutory rights.

If you wish to cancel an uncollected order, you must still contact us so that the cancellation can be properly registered and processed.

Promotions and discount codes

Promotions and discount codes:

apply only during the stated promotional period;
cannot normally be applied retrospectively;
cannot be exchanged for cash;
may be limited to one use per customer or order; and
cannot be combined unless expressly stated.

Any additional conditions will be displayed together with the relevant promotion.

Consumer rights apply equally to discounted and full-price goods.

Product information

We take reasonable care to ensure that product descriptions, images, measurements and colours are accurate.

However, colours may appear slightly different depending on your screen settings and lighting conditions. Minor differences that do not materially affect the product’s function may occur between production batches.

Nothing in this section limits your rights where a product is materially different from its description.

Limitation of liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation; or
breach of statutory consumer rights.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We are not responsible for business losses arising from a consumer purchase, including loss of profit, revenue, opportunity or business interruption.

Products must be used and installed in accordance with the supplied instructions and safety information.

Events outside our control

We are not responsible for a delay or failure caused by events outside our reasonable control, including:

natural disasters;
severe weather;
strikes or transport disruption;
war or civil unrest;
pandemics;
interruptions affecting postal, customs or logistics services;
government action; or
widespread telecommunications or technical failures.

This does not remove any mandatory rights you may have, including rights relating to significantly delayed or undelivered orders.

Personal data

We process personal data in accordance with applicable data-protection law.

Further information about how we collect, use and protect personal data is available in our Privacy Policy.

Governing law and disputes

We will always attempt to resolve complaints directly and fairly through our customer support.

These terms are governed by applicable consumer law. If you are a consumer living in the United Kingdom, you retain the protection of the mandatory consumer laws applicable in the part of the United Kingdom where you live.

Nothing in these terms prevents you from bringing a claim in the courts available to you under applicable consumer law.

Changes to these terms

We may update these Terms and Conditions from time to time.

The version that applies to your purchase is the version published on glowstead.co.uk when you placed your order.

Age requirement

You must be at least 18 years old to place an order, or have the permission and supervision of a parent or legal guardian.

Contact us

For questions regarding these terms or an order, contact:

Email: contact@glowstead.co.uk

Customer support hours:

Monday–Friday: 08:00–15:00 UK time
Saturday–Sunday: 10:00–14:00 UK time

We normally respond within 12 hours. During campaigns, sales or periods of unusually high demand, response times may be up to 24 hours.

Your cart is empty

Your cart

Subtotal

Meny