SHIPPING & RETURNS

Returns, cancellations and refunds

For cancellations, returns or problems with an order, contact support@glowl.online. Include your order reference, if available, or enough information to identify your purchase. You do not need to contact our suppliers or obtain our approval to exercise your statutory rights.

Customer care: Alex A. Alves — support@glowl.online.

1. Changing your mind
For eligible online purchases, you may cancel without giving a reason within 14 days after the day you receive your goods. You may also cancel before delivery. Send us a clear cancellation statement; using the form below is optional. If a return is required, send the goods within 14 days after notifying us.

You bear the direct cost of returning unwanted goods only where legally permitted and clearly disclosed before purchase. If we have not provided the required advance information, or have agreed to pay, we bear that cost. We do not charge a restocking fee. You may inspect the goods as you would in a shop; a lawful deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not exclude all beauty or personal-care products from cancellation rights.

2. Faulty, damaged, incorrect or misdescribed goods
Tell us about the problem. Where reasonably available, photographs or videos can help us assess it, but they are not an absolute condition of your rights. GLOWL remains responsible for providing the remedies required by law, including reasonable return costs; we do not pass those costs to you improperly.

Where the statutory conditions are met, you may reject faulty goods for a full refund within the statutory 30-day period following delivery. Repair, replacement and further refund rights may apply after that period. We will not require you to accept store credit, a replacement or a supplier dispute instead of a refund to which you are entitled. Your rights do not necessarily end after 30 days.

3. Return arrangements and refunds without a return
Contact us for practical arrangements. We will provide a confirmed authorised recipient, address and instructions whenever a physical return is required. Direct return to a supplier may be offered only when that supplier and destination are confirmed for your case; this route is not currently guaranteed. Goods will not automatically be directed to Brazil. Do not send goods to an unconfirmed address.

Where a physical return would be economically disproportionate, GLOWL may offer a refund without requiring the goods back, assessed case by case and confirmed in writing. If we waive the return, no proof of return is required. We will not delay a refund that is legally due while waiting for an unconfirmed return destination or reimbursement from a supplier. If no workable authorised return route can be provided within the applicable legal requirements, we will resolve the claim without making that unavailable route a condition of the refund due. Contacting us for arrangements does not suspend your legal rights or reduce legal deadlines.

4. Refunds
Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee. For a full eligible cancellation, we refund the price paid and standard outward delivery charges. Any extra paid for delivery above the standard option need not be refunded.

When a return is required, we refund without undue delay and within 14 days after receiving the goods or evidence that they were sent back, whichever is earlier. If we collect the goods or do not require their return, the cancellation refund is made without undue delay and no later than 14 days after we are informed of the cancellation. Refunds for rejected faulty goods are made without undue delay and within 14 days after we agree that you are entitled to a refund; we will not use this step to delay your statutory remedies. For partial cancellations, we refund the amounts legally due.

Your statutory consumer rights are unaffected.

Legal seller identification
ALVES & LIMA CONSULTORIA DE OBRAS LTDA, trading as GLOWL.
Business address: Rua Nascimento, 285, AP232, Araguaia, Belo Horizonte – MG, 30620-390, Brazil. This is our business identification address. It does not exclude or override any return destination available to you under applicable UK law, including the statutory rules that apply where no other authorised return address has been specified.

Optional cancellation form
To: GLOWL Customer Care (Alex A. Alves); Rua Nascimento, 285, AP232, Araguaia, Belo Horizonte – MG, 30620-390, Brazil; support@glowl.online.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____.
Ordered on / received on: ____.
Name of consumer(s): ____.
Address of consumer(s): ____.
Signature (only if sent on paper): ____. Date: ____.
Delete as appropriate. Any other clear cancellation statement is also acceptable.