Refund policy

This policy applies to every GLOWMASK device — masks, wands, eye devices, belts and caps. Because our products are electronic devices used directly on the skin, this policy explains exactly when a return, refund or replacement is available. Please read it before ordering.

1. If you are in the European Union or the United Kingdom — 14-day right of withdrawal. You may cancel your order and return your device for any reason, without giving one, within 14 days of the day you receive it. Tell us by email at glowmask.ca@gmail.com within that period, then send the device back within 14 days of telling us. Return shipping is at your cost unless the device is faulty or not as described. We refund the full price you paid, including standard outbound delivery, within 14 days of receiving the device back or of your proof of return, whichever comes first. You may unpack and test the device as you would in a shop; if it comes back showing handling beyond that, we may reduce the refund to reflect the loss in value. This right is in addition to everything below.

2. Everywhere else — defect resolution within 7 days. If you are outside the EU and the UK, requests must be submitted within 7 days of the delivery date shown by the carrier's tracking.

3. What is covered. We accept defect claims for a genuine manufacturing defect — for example: the device does not power on, one or more light modes do not work, the battery will not charge or hold a charge, or the item arrived physically damaged (broken casing, torn silicone, damaged strap or panel) on delivery.

4. What is NOT covered by the defect process. Outside the EU/UK withdrawal right in section 1, we do not offer refunds, returns or exchanges for: change of mind or personal preference; not achieving expected or hoped-for cosmetic results (results vary from person to person); ordering the wrong item or quantity; damage caused by misuse, drops, water exposure, unauthorized repair, or normal wear and tear.

5. Proof required for a defect claim. Before any decision, please send clear photos and/or a short video showing the defect, together with your order number, so we can verify it. Claims without supporting evidence cannot be processed.

6. How to claim. Email glowmask.ca@gmail.com with (a) your order number and (b) your evidence, or your withdrawal request if section 1 applies to you. We review every claim within 1–2 business days. Please do not ship anything back before we confirm the address and instructions.

7. Remedy for a confirmed defect. If we confirm a manufacturing defect, we will, at our option and at no cost to you, provide a free replacement or a full refund to your original payment method. We choose the remedy that resolves the issue fastest; where applicable law requires a specific remedy, that remedy applies. Approved refunds are issued within 5–10 business days, depending on your bank or card issuer, and always in the currency you were charged.

8. Your legal rights (important). Nothing in this policy removes or reduces the rights you have under applicable consumer protection law. This includes the legal warranty under the Consumer Protection Act (Quebec) and the Sale of Goods legislation of other Canadian provinces, which guarantees that goods are fit for their intended use and durable for a reasonable time; the EU Consumer Rights Directive and the UK Consumer Contracts Regulations for customers in those regions; and, for all customers, the right to dispute a charge with their card issuer. Quebec customers also keep any distance-contract cancellation rights, for example if an order is not delivered within 30 days.