Refund Policy

At Glow Phone, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you can request a refund under certain conditions. Please read our refund policy carefully below.

1. Right of withdrawal

In accordance with Article L.221-18 of the Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to justify your decision or pay penalties.

Conditions for exercising the right of withdrawal :

  • The product must be returned in its original condition , unused, undamaged, unwashed, and in its original packaging with all accessories provided (if applicable).
  • Certain products are excluded from the right of withdrawal, such as:
    • Personalized or custom-made products.
    • Perishable items (eg food).
    • Sealed goods cannot be returned for reasons of hygiene or health protection, if their packaging has been opened (e.g. underwear, cosmetic products).

To exercise your right of withdrawal, please contact us from the contact pop-up on the home page of the site or by email at contact@glowuptonphone.com specifying:

  1. Your order number.
  2. The products you wish to return.

We will provide you with the necessary instructions for returning the product.

2. Non-receipt of the package

  • For a package reported as "delivered" by the carrier but not found in the mailbox by the customer: the seller undertakes to make every effort to ensure customer satisfaction upon delivery. However, it cannot be held responsible for lost packages once they have been handed over to the carrier. If it has not been found in the customer's mailbox, no refund will be made. We encourage our customers to check with their local Post Office or delivery service in the event of a reception problem. For any questions or assistance, our customer service remains at your disposal.

3. Reimbursement procedure

Steps to request a refund :

  1. Contact our customer service : From our contact pop-up on the site's homepage or by email at contact@glowuptonphone.com
  2. Returning Products : Once your request is accepted, you will need to return the items to the address provided in the instruction email. You are responsible for arranging, paying for shipping, and ensuring proper packaging for the return of the item.
  3. Return costs are the responsibility of the customer, except in the case of a defective product or an error on our part.
  4. Verification of returned products : Once the return is received and verified, we will notify you by email of the approval or rejection of your refund.

Reimbursement method :

The refund will be made via the same payment method used for the purchase. Banking times may vary, but processing is generally completed within 3 to 10 business days after validation.

4. Defective products or ordering error

If you receive a product that is defective, damaged or does not match your order, please contact us immediately by email at contact@glowuptonphone.com or from the contact pop-up on the home page of the site.

Options in case of problem :

  • Replacement : We will send you a replacement product at no additional cost.
  • Refund : If the product cannot be replaced, we will issue a full refund, including initial and return shipping costs.

Please include photos of the affected product and a brief description of the issue to expedite processing.

5. Exceptions to the Refund Policy

The following items are not eligible for refund unless they are defective or due to our error:

  • Personalized or custom-made products.
  • Products on sale or clearance (final sales).
  • Opened or used products that cannot be resold for hygiene or safety reasons.

6. Return costs

Return costs are the responsibility of the customer, except in the following cases: if the delivered product is defective or if an error was made in the order. In these situations, we will cover the return costs.

Special cases :

  • If you exercise your right of withdrawal for a product benefiting from free delivery, we reserve the right to deduct the actual shipping costs from your refund.

7. Contact us

For any questions or requests regarding our refund policy, you can contact us via the contact pop-up on the homepage of the site or by email at contact@glowuptonphone.com

Customer support is available to assist you and answer your questions.

8. Policy Update

This Refund Policy is effective and may be updated at any time to reflect changes in our business practices or for regulatory reasons. Any changes to this policy will be posted on this page. We encourage you to review this policy periodically to stay informed of the terms that apply to your purchases.