Refund policy

RETURN & REFUND POLICY — GlowMerry™
theglowmerry.store
Last updated: October 5, 2026

Return Window
You have 30 days from the date of delivery to request a return or exchange. All returns and exchanges require prior authorization from our team.

Orders Already In Transit
Once an order has shipped, it cannot be intercepted or redirected. If you no longer want the item, please wait until it is delivered, then follow the return process below.

Damaged, Defective, or Incorrect Items (Our Error)
If your item arrives defective, damaged, or different from what you ordered (wrong model, size, or color), contact us at theglowmerry.store@outlook.com within 48 hours of delivery with:

  • Clear photos or video showing the issue
  • A photo of the item next to the shipping label
  • A photo of the outer packaging
  • A short description of the problem

We verify every claim against your order record. If the item received matches the model, size, and color shown on your order, the claim will be declined. Claims without photo or video evidence, or received after the 48-hour window, will be closed.

Approved claims are resolved with a free replacement or a full refund, at your choice. GlowMerry™ may request that the item be returned for inspection before the claim is resolved; in that case, we cover the return shipping. Approval is confirmed within 3 business days, and refunds are credited within 7 business days of approval.

Malfunction During Use
If the lights stop working under normal use within 30 days of delivery, contact us with a video showing the issue. First, make sure the power adapter is firmly connected and plugged into a working outlet. If the problem persists and is confirmed, we will send a replacement at no cost.

Wrong Choice (Customer Error)
Please review the product details, sizes, and colors before ordering. If you ordered the wrong model, size, or color, we offer one exchange per order under these conditions:

  • Requested within 30 days of delivery
  • Item unused and uninstalled, with all pieces, the light strand, the power adapter, and the original packaging
  • The customer pays the return shipping and the shipping of the new item

Only one exchange is allowed per order.

Changed Your Mind
Contact us within 30 days of delivery, before sending anything back. Returns sent without prior authorization will be refused and returned to the sender at the customer's expense.

  • Unused, uninstalled, in original packaging and resalable condition: eligible for a refund of the item price.
  • Used or installed: eligible for a refund minus a 20% handling and restocking fee, deducted from the item price.

In both cases, return shipping is paid by the customer, and all pieces, the light strand, and the power adapter must be returned together. Once your return is received and inspected, your refund is processed within 10 business days.

Shipping Protection
Shipping Protection is an optional add-on offered at checkout. It covers your package from the moment it leaves our warehouse until the carrier marks it as delivered at the shipping address you provided, including packages lost in transit, damaged in transit, or never delivered.

Once the carrier confirms delivery at your address (including front door, porch, mailbox, building lobby, or reception area), responsibility for the package transfers to you. Shipping Protection does not cover packages stolen or damaged after confirmed delivery, or packages sent to an incorrect address entered at checkout.

Orders without Shipping Protection are still covered for items that arrive damaged, defective, or incorrect (see above).

Non-Returnable Situations

  • Original packaging missing or discarded
  • Missing pieces, light strand, or power adapter
  • Item returned without prior authorization
  • No proof of purchase provided
  • Return window (30 days) or evidence window (48 hours for damage claims) has expired
  • Gift cards

Not Covered
Our guarantee covers manufacturing defects and malfunctions under normal use. It does not cover:

  • Damage caused by exposing the lights or power adapter to water, or by using an incorrect power source
  • Cutting, modifying, or disassembling the light strand or decoration pieces
  • Damage from installing the decoration on surfaces not recommended (such as heavily textured stucco or raw brick)
  • Damage caused by accidents, pets, or misuse
  • Normal wear and tear

Return Shipping Responsibility
Return instructions and the return address are provided by our team after your request is authorized. Please use a trackable shipping method and keep your tracking number until your refund or exchange is confirmed. GlowMerry™ is not responsible for return packages lost or damaged in transit. A return is considered received only once it arrives at our facility.

Refund Method
All approved refunds are issued to the original payment method used at checkout. Original shipping charges and Shipping Protection fees, if any, are non-refundable.

Chargebacks & Payment Disputes
Please contact us before filing a chargeback or payment dispute, as most issues are resolved quickly through our return process. We keep full records of all orders, shipping confirmations, tracking information, and communications, and will contest any chargeback filed without valid grounds. Customers who file fraudulent chargebacks may be barred from future purchases.

European Union — 14-Day Right of Withdrawal
If your order is delivered within the European Union, you may cancel or return it within 14 days of delivery without giving a reason. The item must be returned complete, with all pieces, the light strand, the power adapter, and the original packaging. You are responsible for any loss in value caused by handling beyond what is needed to check the item (including installation), and for the cost of return shipping. Refunds are issued within 14 days of receiving the returned item.

Contact
theglowmerry.store@outlook.com
Response within 24–48 business hours.