Return & Refund Policy

Our Commitment

At Glowmoor, your satisfaction is our priority. We want you to love your SunCast, and if something goes wrong, we're here to make it right.

30-Day Return Window

You have 30 days from the date of delivery to request a return. To be eligible, the item must be unused, in its original condition, and in its original packaging. Please contact us at support@glowmoor.com before sending anything back. Items returned without prior authorization will not be accepted.

Self Serve Returns

You can request a return directly through your customer account on our store, where available.

To start a self serve return:

1. Log in to your customer account using the email address used at checkout.
2. Select the order you would like to return.
3. Submit a return request.
4. Wait for approval and return instructions before sending the item back.

Once your return request is reviewed and approved, you will receive the return address and instructions.

If you are unable to access your customer account or submit a return request, please contact us at support@glowmoor.com.

European Union — 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must be unused and in its original packaging. Proof of purchase is required.

Damaged or Defective Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at support@glowmoor.com with photos or a video showing the issue. For fully damaged items, we will offer a full refund or replacement. For partially damaged items, we may offer a partial refund or replacement. Please note that minor packaging damage from international shipping is not covered.

Wrong or Missing Items

If you receive the wrong product or a product with missing parts, contact us with a photo and we will arrange a replacement or refund at no cost to you.

Delayed Orders

If your order has not been delivered within 45 days of dispatch (110 days for Brazil), please contact us and we will open an investigation with our fulfillment partner. If the tracking shows delivery but you have not received the item, a non-delivery certificate from your local post office may be required.

Return Process

To start a return, contact us at support@glowmoor.com. Once your return is approved, you will receive the return address and instructions. Please use a tracked shipping service and keep your tracking number. The customer is responsible for return shipping costs unless the item is defective or incorrect. A warehousing fee of $1.50 may apply upon receipt of the returned item.

Return Address

No. 3 Elevator Entrance, Tengsheng Intelligent Equipment Co., Ltd., Zhisheng Road, Xiegang Town, Dongguan City, Guangdong Province, China

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction. If more than 15 business days have passed since approval, contact us at support@glowmoor.com.

Non-Returnable Items

We cannot accept returns on gift cards or items clearly marked as Final Sale at the time of purchase.

Discounted or promotional SunCast orders are still eligible for return under this policy, provided they meet the return conditions stated above.

This does not affect your legal rights, including the 14 day cooling off period for eligible European Union orders.

Order Cancellations

Orders can be cancelled before they are processed. Once dispatched, cancellations are no longer possible. Contact us immediately at support@glowmoor.com if you need to cancel.

Force Majeure

Glowmoor is not responsible for delays or issues caused by events outside our control, including natural disasters, customs inspections, international conflicts, or pandemics. We will always communicate any such delays as soon as possible.

Questions?

Contact us anytime at support@glowmoor.com. We typically respond within 24 hours.