Refund policy
Refund & Return Policy
Last updated: 1 November 2026
Cancellations
You can cancel your order free of charge at any time before it has been dispatched. Email us with your order number and we’ll cancel it and refund you in full to your original payment method.
Once an order has been dispatched it can no longer be cancelled, but the sections below still apply.
Returns and exchanges
We don’t offer refunds or exchanges for change of mind after delivery, including if you decide you don’t like the size, the look, or how much mist it produces in your room. Please read the product page carefully before you order, and email us with any questions before you buy.
Your statutory rights
If you live in the EU or UK, you have a statutory right to withdraw from your purchase within 14 days of receiving it. To exercise this right, email us within 14 days of delivery with your order number. You can unpack and check the item as you would in a shop. You’ll be responsible for the cost of returning it, and we’ll refund you once we’ve received it. If the item has been handled beyond what’s needed to check it, or comes back damaged or incomplete, we may reduce the refund to reflect that.
Nothing in this policy limits any rights you have under the consumer protection law that applies where you live. Where those laws give you rights this policy doesn’t, those laws apply.
What we will fix
We will send a replacement, or refund you, if:
- Your order arrives damaged: cracked or broken figure, base or buildings, or otherwise damaged in transit
- Your humidifier doesn’t work out of the box: it won’t power on, won’t produce mist, or the lights don’t work
- You receive the wrong item
- Your order is missing an item, such as the power cable
- Your parcel is lost: see “Lost parcels” below
30-Day Warranty
If your humidifier stops misting or the lights stop working within 30 days of delivery under normal use, email us and we’ll send a replacement or refund you.
What isn’t a fault
How visible the mist looks depends on the room. It’s easiest to see in low light and in drier air, and harder to see in a bright or already humid room. A small amount of moisture around the base, and white residue from hard tap water, are both normal for mist humidifiers and aren’t defects.
We also can’t replace a humidifier that has been damaged by:
- Dropping it or knocking it over
- Submerging the base, or putting it under running water
- Using hot water, cleaning chemicals or other additives in the tank
- Using a power adapter other than the one supplied
- Opening, altering or modifying it
How to report a problem
Email glowdeck@outlook.com with:
- Your order number (it’s in your confirmation email and starts with #)
- What’s wrong
- Clear photos or a short video of the item, and photos of the packaging it arrived in
For damage in transit or an item that doesn’t work out of the box, please email us within 48 hours of delivery. For warranty claims, email us within 30 days of delivery. We use the carrier’s tracking and delivery timestamps when we review a claim. Reporting promptly helps us resolve it quickly; your statutory rights aren’t affected by these timeframes.
Please don’t send anything back to us without contacting us first. Items returned without approval won’t be refunded.
Lost parcels
If your tracking hasn’t updated for 15 business days, email us with your order number and we’ll open an investigation with the carrier. Once the carrier confirms the parcel is lost, we’ll send a replacement or refund your order.
We can’t replace or refund an order that doesn’t arrive because the shipping address entered at checkout was incorrect or incomplete. The same applies if nobody was available to receive the parcel and it was returned to sender. See our Shipping Policy.
Refunds
Where a refund is approved, it goes back to your original payment method. After we process it, allow 5–10 business days for it to appear. The timing depends on your bank or card issuer, and some processing time between banks is normal.
If more than 15 business days have passed since we confirmed your refund and you still don’t see it, email us and we’ll look into it.
Contact
glowdeck@outlook.com. We answer within 2 business days.