These terms define Glow’s policies for sales, cancellations and rescheduling of online sales where a more specific policy does not exist.

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1. Online Sales

These terms apply only to online product and gift-cards sales. Items purchased in-store are not covered by these terms.

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2. Fitness for Purpose

Other than where required by law, Glow makes no warranty as to the fitness of any product for the customer’s intended purpose.

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3. Waiver Requirement

Where required by Glow, customers must read and sign a liability waiver before purchasing specific products.

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4. Refusing and Cancelling Sales

Glow may at their discretion, refuse or cancel sales. Reasons include but are not limited to where

• where the customer is purchasing quantities indicating the product is not for personal use

• where there is reason to believe the customer lies outside of the geographic area into which the product may be sold or in some other way does not meet the pre-requisites for sale due to, e.g. supplier agreements.

• where the customer has a history of returning products

• where the customer has a history of disputing charges

• where there is reasonable suspicion that the payment is fraudulent

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5. Discounts

Unless otherwise and at Glow’s sole discretion waived, discounts and promotions may not be combined.

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6. Refunds

Gift cards are non-refundable but are transferrable.

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Customers may return within seven days of purchase products that are defective or otherwise not fit for the manufacturer’s intended purpose. A credit to the value of the purchase price of the returned product will be applied to the customer’s account.

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Where a customer decides the product is not wanted but is otherwise unopened and in a saleable condition, at Glow’s discretion, on the return of the product Glow will refund the value of the product in the same form of payment originally used for the purchase.

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Shipping and handling fees are not refundable.

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Free gifts or samples are not refundable.

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Where the product is part of a package of services and products, the product may not be returned separately.

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Where a product is expressly declared non-returnable, the product may not be returned.

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7. Exchanges

Glow checks all products for quality before dispatch. While making best efforts to ensure that the product is delivered to you in a perfect condition, damage may occur during delivery. Should this happen, please return the damaged or wrong products by following the return procedures.

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Glow will replace the product if you receive a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without an additional delivery charge. If you have returned a damaged, defective, or incorrect product to Glow, Glow will refund the return shipping fee if sent within Hong Kong.

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Only in the case that the product is no longer available, Glow will refund the value of the product in the same form of payment originally used for purchase.

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8. Return Address

Return products to the following address. They must clearly state the purchaser’s name, address, phone number, order number and a description of the issue with the product (where defective or damaged):

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Glow Returns

8/F Silver Fortune Plaza

1 Wellington Street

Central, Hong Kong

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9. Undeliverable Orders

Occasionally orders are returned due to an incorrect address, a PO Box or hotel address, failed delivery attempts,  the recipient refuses the package and other reasons.

When the delivery agent returns an undeliverable package to us, Glow will issue a refund where the amount refunded is calculated by deducting the original shipping and handling fees from the purchase amount.

On the customer providing an updated delivery address, the product can be re-shipped. Additional shipping fees may be applicable – Glow will advise the customer before re-shipping.

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