Overview
At the Glow Zone, we want to play as fair as we possibly can. We do our utmost to ensure that all our products are of the highest quality. It does need to be remembered that these are hand made products, parts of which are 3D printed and parts of which are wood.
3D printed parts: We use very high quality 3D printers but it sometimes happens that you might get small artefacts from the 3D printing process. These are not “faults” and are unavoidable
Wood: This is obviously a natural product. We can’t control this. We do whatever we can to avoid warped panels and knots in the surface but sometimes we just can’t get round this.
Handmade: Every care is taken to ensure that the products we make are made to the best possible quality. But they are handmade by us in the UK. They’re not made in their thousands in a factory on the other side of the world.
Return Period
For standard items, we’ll accept returns for up to 30 days for any reason. If you change your mind, or the item isn’t what you expected even though it was described correctly then you can return it to us for a refund. It needs to be returned in its original, unused condition.
For personalised items, we cannot offer a refund unless the product is damaged or faulty when it arrives with you.
Shipping Costs
For items where you change your mind then you will need to cover the cost of returning it to us.
For damaged items, we’ll cover the cost of return.
Refunds or Exchanges
In the case where you change your mind, or in the case of a damaged item, we’ll offer you the choice of whether you would like a refund or whether you would like an exchange.
Communication
In the case of a damaged item, you need to contact us within 48 hours of delivery being logged by the courier. Refunds and exchanges where you tell us outside this period will be at our sole discretion.
We will require photos of the damaged box and the damage to the item. We take photographs of all products and packaging before they are sent so that we can go back to the courier if they’re to blame.