Refund policy

Returns Policy

We want you to be happy with your Glowride gear. This policy explains your options if something isn't right. It sits alongside your rights under the Australian Consumer Law, which we don't take away.

Your rights under Australian Consumer Law

Our products come with guarantees that can't be excluded under the Australian Consumer Law. If a product is faulty, not as described, or doesn't do what we said it would, you're entitled to a repair, replacement or refund. For a major problem, you can choose a refund or replacement; for a minor one, we may offer to repair or replace it first.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or isn't what you ordered, email us at [your support email] within 30 days of delivery with your order number and a photo of the issue. We'll sort out a replacement or a full refund — whichever you'd prefer for a major fault.

In most cases you won't need to post the item back to us. We'll let you know at the time; often it's easier for everyone if you keep or dispose of the faulty item and we simply refund or replace it.

Change of mind

If you've simply changed your mind, get in touch within 30 days of delivery. The item needs to be unused, in its original packaging, and in resalable condition. Change-of-mind returns are at your own postage cost, and we'll refund the product price once the item arrives back with us. We're not able to refund change-of-mind returns on items that have been used or installed.

How refunds are paid

Refunds go back to your original payment method. Once a refund is approved, it usually takes 5–10 business days to appear, depending on your bank or card provider.

Pre-orders

If your order was a pre-order, see our Cancellation Policy for how cancellations and refunds work before dispatch.

Getting in touch

Email us at [your support email] with your order number and we'll help. We reply to every email within 24 hours on business days.

Refund processing

Approved refunds are processed to the original payment method within 5 business days of us receiving the returned item. Card refunds may take an additional 3-5 business days to appear on your statement depending on your bank.