Refund policy

Returns and refunds

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an orb is faulty, doesn't work as described or arrives damaged, you're entitled to a repair, replacement or refund, and compensation for any other reasonably foreseeable loss or damage. Email hello@glowkeep.com.au with your order number and a photo or short video of the problem and we'll sort it out quickly, including return postage.

Change of mind

• Loaded orbs are made for you with your own photos and videos, so we can't take them back for change of mind.
• Blank orbs can be returned for change of mind within 14 days of delivery if they're unused and in their original packaging. You cover return postage and we refund the product price once it arrives back.

Cancelling an order

You can cancel for a full refund any time before we post your order. For a loaded orb, that means any time before we start loading it, which we do as soon as your files arrive. Email us with your order number.

Refunds

Refunds go back to the original payment method within 5 business days of approval; your bank may take a few more days to show it.