Refund policy

For help with a return or order, email hello@glowstoryshop.com with your order number or other proof of purchase.

30-day satisfaction guarantee

If you are not satisfied with your ornament, contact us within 30 days after delivery to request a return for a refund. You may open the packaging and reasonably test the ornament. Please include the ornament and supplied accessories. Original packaging is helpful but is not required.

For eligible U.S. returns, we provide a prepaid return label and instructions. We do not charge a restocking fee. Contact us before mailing a return so we can provide the correct return address. Do not return a parcel to the original shipping address unless we confirm it.

This voluntary satisfaction policy does not cover damage caused by misuse, accidental damage after delivery, or modifications that cause the problem. These exclusions do not limit remedies for products that arrive damaged, are defective, or do not match their description, or any rights provided by law.

Damaged, defective, incorrect, or missing items

Contact us as soon as you discover a problem. We may request a description or reasonable supporting photos to investigate. Do not send private photos or videos stored on the ornament. We will arrange an appropriate remedy, including a refund or a replacement you agree to, and cover necessary return shipping for damaged, defective, or incorrect items. Your legal rights may extend beyond the 30-day satisfaction period.

If a parcel is missing or marked delivered but cannot be found, contact us. We will investigate with the carrier and arrange an appropriate resolution. A tracking scan does not automatically end our responsibility to investigate.

Refunds

After receiving and checking a returned item, we will notify you of the outcome and initiate an approved refund to the original payment method within five business days. If a return is not required, that period begins when we approve the refund. Your payment provider may require additional time to post it. Any shorter deadline required by law applies.

Refunds include the amount paid for returned items and applicable refundable taxes. Discounts are allocated according to the original order. We do not retrospectively increase the price of items you keep because you return part of a bundle. There is no deduction for the original free standard shipping.

Cancellations and exchanges

Email us promptly to request cancellation or an address change. We will make the change if fulfillment has not progressed too far. If an order has shipped, our return policy applies. This does not restrict cancellation or refund rights arising from shipment delays or applicable law.

For a different color, contact us to arrange a return and new order, subject to availability.

Personal content

Back up and remove your photos and videos before returning an ornament where possible. If the device will not allow removal, tell us before sending it back so we can agree on suitable handling. Do not send passwords or sensitive personal content to customer support.

Nothing in this policy excludes mandatory consumer rights or other enforceable warranty rights.