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 Glow may sell the product, 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. Expiry

Unless otherwise and at Glow’s sole discretion waived, gift cards and pre-purchased services will expire 12 months after purchase. Once expired, these items cannot be utilised nor refunded.

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7. Refunds

Gift cards are non-refundable but are transferrable.

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Customers may return products that are defective or otherwise not fit for the manufacturer’s intended purpose within seven days of purchase. A credit to 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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8. Exchanges

Glow checks all products for quality before dispatch. While making best efforts to ensure the product is delivered to you in 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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If you receive a damaged, defective, or incorrect product, Glow will replace it. We will arrange to re-send the product using the same shipping method originally used for purchase without an additional delivery charge. If you return 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 if the product is no longer available from suppliers will Glow refund its value. The refund will be in the same form of payment originally used for the purchase.

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9. 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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10. Undeliverable Orders

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

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

If the customer provides 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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