Effective date: 11 June 2025
Website: glow.com.au
Contact: support@glow.com.au

These Terms form a legally binding agreement between you and the entity operating Glow in Australia. Insert your full legal name here, for example Wellness Pty Ltd. Do not publish until the placeholders are completed.

1. Acceptance of Terms

By accessing or using our website, creating an account, or purchasing products, you agree to these Terms and all policies referenced in them, including our Refunds and Returns Policy and Privacy Policy. If you do not agree, do not use the website.

2. Eligibility

You must be at least 16 years old to use the website. If you are under 18, you must have a parent or guardian consent to these Terms.

3. Account Registration and Security

• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
• You must promptly notify us of any unauthorised use. We may suspend or terminate accounts that breach these Terms.

4. Products, Pricing and Availability

• Product images and descriptions are provided in good faith. Minor variations may occur due to packaging updates or improvements.
• Prices are shown in Australian dollars and include GST where applicable. We may change prices at any time prior to order acceptance.
• Availability is not guaranteed. We may limit quantities or refuse an order where stock is unavailable or an error has occurred.

5. Orders and Payment

• When you submit an order you make an offer to purchase the products in your cart under these Terms.
• We accept your offer when we send an order confirmation email or dispatch the products, whichever occurs first. We may cancel an order and provide a full refund if we cannot fulfil it.
• Accepted payment methods will be displayed at checkout. By providing payment details you warrant that you are authorised to use the selected method and that funds are available.

6. Shipping and Delivery

• Shipping options, costs and delivery timeframes are shown at checkout. Timeframes are estimates only.
• Risk in the goods passes to you on delivery to the address you provide. Title passes upon our receipt of full payment.
• You are responsible for providing an accurate shipping address and for any redelivery fees if the carrier is unable to complete delivery due to incorrect or incomplete information.

7. Preorders and Backorders

• Preorder or backorder dates are estimates and may change. We will ship when stock arrives. You may cancel for a full refund any time before dispatch.

8. Promotions, Discounts and Gift With Purchase

• Promotional codes must be entered at checkout and cannot be applied to past orders.
• Unless stated otherwise, promotions cannot be combined and exclude bundles, gift cards, and already discounted items.
• If you return items purchased with a gift with purchase, the gift must also be returned unused and in its original packaging or we may deduct its value from your refund.

9. Gift Cards and Store Credit

• Gift cards are issued in AUD, are not legal tender, and are non refundable except as required by law.
• Gift cards do not expire for at least three years in Australia.

10. User Content and Reviews

• If you post a review, image, video or other content you grant us a non exclusive, royalty free, worldwide licence to use, reproduce, modify and publish that content in connection with our business and marketing.
• You must not post content that is unlawful, misleading, defamatory, obscene, infringes third party rights, or contains medical claims.

11. Acceptable Use

You must not use the website to:

• Commit or encourage unlawful activity
• Introduce malware or interfere with website security
• Scrape or harvest data without written consent
• Misrepresent your identity or affiliation

12. Intellectual Property

All trademarks, logos, product names, graphics, text, photos, videos and other content on the website are owned by us or our licensors. You must not copy, reproduce, or exploit any part without prior written consent.

13. Third Party Brands and Warranties

We sell both our own products and third party brands. Some products may be subject to manufacturer warranties in addition to your rights under the Australian Consumer Law. Warranty claims may be handled by us or the manufacturer depending on the brand.

14. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantees, rights or remedies you may have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

15. Liability

To the maximum extent permitted by law and subject to the Australian Consumer Law:

• We exclude all warranties, representations and guarantees not expressly stated in these Terms.
• Our liability for any claim arising out of or in connection with these Terms or the website is limited to the price paid for the products giving rise to the claim, or one thousand Australian dollars, whichever is greater.
• We are not liable for any indirect or consequential loss, loss of profit, loss of revenue, or loss of data.

16. Indemnity

You indemnify us against all loss, cost, expense and liability arising from your breach of these Terms or misuse of the website, except to the extent caused by our negligence or breach of law.

17. Termination and Suspension

We may suspend or terminate your access to the website at any time if you breach these Terms or where required by law. On termination the licences granted by you survive to the extent necessary for our legitimate business needs.

18. Privacy

Our handling of personal information is governed by our Privacy Policy. By using the website you consent to our collection and use of your personal information in accordance with that policy.

19. Changes to the Website and Terms

We may update the website and these Terms from time to time. The version posted on the website at the time you place an order will apply to that order. Continued use of the website after an update means you accept the updated Terms.

20. Governing Law and Disputes

These Terms are governed by the laws of Victoria, Australia. The parties submit to the non exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia.

21. Contact Us

If you have questions about these Terms, please contact support@glow.com.au.

Refunds and Returns Policy

Effective date: 11 October 2025

This policy applies to purchases made directly from glow.com.au. If you purchased through another retailer or marketplace, please contact that seller directly and follow their policy.

1. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We offer change of mind returns on eligible items within 30 days of delivery, subject to the conditions below.

• Items must be unused, unopened, in original packaging, and in resaleable condition.
• For hygiene and safety reasons we cannot accept returns of opened cosmetics, skincare, grooming devices with used heads, or items marked Final Sale unless required by law.
• Proof of purchase is required.

3. Incorrect, Damaged or Faulty Items

Please contact us within 7 days of delivery if your order arrives incorrect or damaged so we can investigate. For faulty items within a reasonable time after purchase, contact us as soon as you become aware of the issue. We may request photos or a short video and may provide a prepaid return label if a return is required.

Remedies will be provided in accordance with the Australian Consumer Law. Depending on the nature of the problem this may include a refund, replacement, or repair. Where a replacement is not available we will offer a refund to your original payment method.

4. Returns Process

1. Email returns@glow.com.au with your order number, photos if applicable, and the reason for return.
2. We will confirm eligibility and provide a Return Merchandise Authorisation number and instructions.
3. Pack the item securely. Use the original packaging where possible.
4. Affix the provided label or use a tracked postal service. Keep your lodgement receipt.

5. Return Shipping Costs

• If the return is due to our error or a product failure we will cover return shipping or provide a prepaid label.
• For change of mind returns you are responsible for return shipping. Original shipping fees are non refundable except where required by law.

6. Bundles, Sets and Gifts with Purchase

• For bundles or sets all components must be returned together in unused and resaleable condition unless otherwise agreed.
• If a gift with purchase was included it must be returned unused and unopened. If it is not returned we may deduct its value from any refund.

7. Refund Method and Timing

Approved refunds will be processed to the original payment method. Processing times vary by payment provider. If you used a gift card, the refunded amount will be reissued to a gift card.

8. Marketplace Orders and Third Party Brands

For items sold by third party sellers on our platform the seller’s return policy may apply. We will assist you in contacting the seller. Your Australian Consumer Law rights apply regardless of any third party policy.

9. Devices and Electrical Goods

For beauty devices and electrical goods you may be required to perform basic troubleshooting steps. Some brands provide direct warranty support. We will advise the most efficient path to resolve your claim.

10. Exceptions

We may refuse a return where the item has been used contrary to instructions, modified, or damaged through misuse, accident, neglect, or improper storage. This does not limit your rights under the Australian Consumer Law.

11. Contact

For all return and warranty enquiries please contact returns@glow.com.au or support@glow.com.au.