Política de reembolso

At Glowra, we want you to feel confident when purchasing your jewelry. This policy explains when products may be returned, which products are considered Final Sale, and how refunds, exchanges, and product-related claims are handled.

Nothing in this policy limits any consumer right that cannot be waived under applicable law.

1. Return Period

Eligible products may be returned within 30 calendar days of delivery.

An order is considered delivered on the date the shipping carrier records it as delivered to the address provided at checkout.

To qualify:

The return request must be submitted within 30 days of delivery.
The approved product must be shipped within 7 calendar days after Glowra provides return instructions.

Returns requested or shipped outside these periods may be declined, except where required by law.

2. Return Conditions

To qualify for a return, the product must be:

Unused and unworn
Undamaged and unaltered
Free from scratches, residue, odors, stains, bending, tangling, or other signs of use
Returned with all included components, accessories, pouches, cards, gifts, tags, protective materials, and hygiene seals, when applicable
The same product and variation identified in the approved return request

Glowra may deny a return or reduce the refund when a product is worn, used, damaged, altered, incomplete, improperly packaged, or otherwise returned in a condition different from the condition in which it was delivered.

Return authorization allows the product to be sent for inspection but does not guarantee a refund.

3. Personalized and Custom Products

Personalized, engraved, customized, made-to-order, or customer-modified products are Final Sale and cannot be returned, exchanged, or refunded because of a change of mind or an error submitted or approved by the customer.

This includes, without limitation:

Names, initials, dates, numbers, coordinates, or messages
Custom engraving
Custom sizes or measurements
Products modified at the customer’s request
Made-to-order products

Customers are responsible for reviewing spelling, capitalization, dates, measurements, symbols, colors, sizes, and all other customization details before submitting the order or approving a proof.

The customization entered at checkout, or any proof approved by the customer, will be treated as final authorization.

Digital previews are illustrative. Minor differences in spacing, scale, engraving depth, alignment, or placement caused by the product’s shape, material, curvature, or available engraving area are not considered defects.

Personalized products remain eligible for review when they arrive damaged, defective, incorrect, or materially different from the customization submitted or approved by the customer.

4. Products Not Eligible for Return

The following products cannot be returned or exchanged, except where otherwise required by law or when they arrive damaged, defective, or incorrect:

Personalized or custom-made products
Products clearly identified as Final Sale before purchase
Gift cards
Worn, used, altered, repaired, or incomplete products
Products damaged after delivery
Products damaged through misuse, improper storage, accidents, or failure to follow care instructions
Products repaired, resized, polished, engraved, cleaned, or modified by a third party
Promotional gifts not returned with the qualifying purchase

A discounted product is not automatically Final Sale. It will be treated as Final Sale only when that designation is clearly disclosed on the product page, in the cart, at checkout, or in the applicable promotion terms.

5. Earrings and Hygiene-Sensitive Products

For hygiene reasons, earrings and other hygiene-sensitive products may be returned only when they are unworn, unused, and in their original condition.

Any hygiene seal, protective covering, or sealed packaging must remain intact when applicable.

Products showing signs of insertion, wear, residue, or removed hygiene protection are not eligible for return.

6. How to Request a Return

Email sales@glowrausa.com within the applicable return period and include:

Order number
Email address used for the order
Product or products being returned
Reason for the return
Photos when reporting damage, a defect, or an incorrect product

Do not send a product back before receiving written return instructions.

Approved returns must be sent only to the address provided by Glowra. The address shown on the original package may not be the correct return address.

Unauthorized or incorrectly addressed returns may be refused, delayed, or returned to the sender.

7. Return Shipping

Customers are responsible for return shipping when the return is due to a change of mind, preference, size expectation, or another reason not caused by Glowra.

Glowra will cover authorized return shipping when Glowra confirms that the product arrived:

Damaged
Defective
Incorrect
Materially different from the order

Original shipping charges and optional services such as gift wrapping, expedited shipping, or rush processing are non-refundable unless the return results from a confirmed Glowra error.

Glowra does not charge a standard restocking fee.

Returns must be securely packaged and sent using a trackable shipping service. Customers should retain their shipping receipt and tracking information until the return is completed.

The returned package remains the customer’s responsibility until it is recorded as delivered to Glowra’s authorized return address. Glowra is not responsible for return packages lost, stolen, delayed, misdelivered, or damaged in transit.

Glowra does not accept cash-on-delivery packages or returns requiring Glowra to pay postage or other charges upon receipt.

8. Inspection and Refunds

Please allow up to 5 business days after the return is delivered for inspection.

Glowra will notify the customer whether the return is approved, partially approved, or denied.

Approved refunds will be issued to the original payment method. Refunds cannot be redirected to a different card, account, or payment method.

Glowra will generally issue an approved refund within 7 business days after accepting the return. The customer’s bank or payment provider may require additional time to post the funds. The FTC advises that, for most payment methods, refunds should be provided within seven business days after an accepted return.

Applicable sales tax will be refunded when required. Original shipping, return shipping, personalization, gift-wrapping, expedited-service, and other non-refundable charges may be excluded when the return is not caused by Glowra.

If a full refund is not appropriate because the product is damaged, incomplete, used, missing components, or has lost value, Glowra may issue a reasonable partial refund and explain the applicable deduction.

9. Exchanges

Eligible non-custom products may be exchanged subject to availability and inspection.

Glowra cannot guarantee that the same product, size, color, or style will remain available while the return is in transit.

Personalized or custom products are not eligible for exchange unless Glowra confirms that they arrived damaged, defective, incorrect, or materially different from the approved customization.

Glowra may require the original product to be returned and inspected before sending a replacement.

For eligible standard products, customers may also place a new order and return the original product separately.

10. Damaged, Defective, Incorrect, or Incomplete Products

Contact sales@glowrausa.com within 7 calendar days of delivery when a product arrives damaged, defective, incorrect, or incomplete.

Include:

Order number
Description of the issue
Clear photos of the product and affected area
Photos of the packaging and shipping label
Photos showing all items received
A short video when reasonably requested

Keep the product, packaging, labels, accessories, and shipping materials until Glowra completes its review. Do not use, repair, alter, discard, or return the product unless instructed.

Depending on the circumstances, Glowra may provide a replacement, repair, exchange, refund, store credit, or another appropriate resolution.

A manufacturing defect generally means a material or workmanship problem that existed when the product was delivered.

Normal wear, accidental damage, scratches, gradual wear of plated finishes, tarnishing, discoloration, pulling, bending, improper storage, chemical exposure, misuse, loss, theft, or failure to follow care instructions are not generally considered manufacturing defects.

11. Missing Contents or Tampered Packages

Claims involving missing contents, empty packages, or suspected package tampering must be reported within 48 hours of delivery.

Provide photos of:

All sides of the package
The shipping label
Any opened, damaged, cut, or resealed area
The interior packaging
All contents received

Glowra may require reasonable cooperation with a carrier investigation, insurance claim, affidavit, or other verification process.

Packages shown by the carrier as delivered but not located by the customer are handled under Glowra’s Shipping Policy rather than this return process.

12. Jewelry Care and Product Variations

Glowra jewelry is water-resistant, not waterproof.

To preserve its finish, avoid prolonged or repeated exposure to water, sweat, perfume, lotion, alcohol-based products, cleaning products, saltwater, chlorine, chemicals, and abrasive surfaces.

Damage caused by improper care, normal use, chemical exposure, accidents, or third-party modifications may not qualify for a refund or replacement.

Minor variations in color, finish, texture, stone pattern, engraving appearance, or tone may result from lighting, screen settings, manufacturing methods, or material characteristics and do not automatically constitute a defect.

A difference in personal size expectation is not considered a defect when the product materially matches the measurements disclosed on the product page.

13. Promotions, Sets, and Gifts

Refunds for discounted products are based on the amount actually paid, not the regular retail price.

Products sold as a set, bundle, pair, or multipiece package generally must be returned together.

When a return causes the remaining order to no longer qualify for a discount, bundle price, free gift, free shipping, or minimum-purchase promotion, Glowra may recalculate the transaction and adjust the refund accordingly.

Any promotional gift required by the offer must be returned unused with the qualifying purchase. Its disclosed promotional or retail value may be deducted when it is not returned.

14. Order Changes and Cancellations

Contact Glowra immediately to request an order change or cancellation.

Cancellation is not guaranteed once processing, packing, fulfillment, or shipment has begun.

Personalized, engraved, customized, or made-to-order products cannot be changed or canceled once production, preparation, or engraving has started.

Glowra may cancel and refund an order before fulfillment when affected by an obvious pricing error, inventory error, technical malfunction, materially inaccurate product information, suspected fraud, or another material processing error.

15. Refused or Undeliverable Orders

Customers are responsible for providing a complete and accurate shipping address.

Packages returned because of an incorrect address, refusal of delivery, failed delivery attempts, or failure to collect the package may be refunded only after they are received and inspected.

Original shipping costs, carrier return fees, and other costs caused by the failed delivery may be deducted where permitted by law.

Personalized and custom products are not refundable solely because the package was refused or could not be delivered for a reason attributable to the customer.

16. Return Misuse

Glowra may limit or refuse returns, exchanges, refunds, replacements, or future transactions when there is reasonable evidence of fraud, product substitution, intentional damage, false claims, repeated policy violations, or misuse of the return process.

This provision will be applied reasonably and does not limit rights that cannot be waived under applicable law.

17. Consumer Rights and Policy Updates

Nothing in this policy excludes or limits rights or remedies that cannot be waived under applicable federal, state, or local law.

Where applicable law provides greater consumer protection, that law will control.

Glowra may update this policy periodically. The policy generally applicable to an order is the version in effect when the order was placed, unless otherwise required by law.