Returns and product problems

Your consumer rights

Australian Consumer Law gives you automatic consumer guarantees. Nothing in this policy limits those rights, including for sale items or products dispatched from overseas.

For a major product problem, you may choose a refund or replacement. You may instead keep the product and claim its loss in value. Additional loss or damage may also qualify for compensation.

For a minor product problem covered by Australian Consumer Law, we must fix the problem without charge and may first offer a repair. If we cannot or will not fix it within a reasonable time, you can seek a refund or replacement, arrange a repair elsewhere and recover reasonable costs, or keep the product and seek compensation for its reduced value.

These rights are separate from any voluntary change-of-mind policy and may continue after a manufacturer’s warranty ends. There is no single store-imposed return deadline that replaces your statutory rights.

Tell us what happened

Contact glowstride.team@gmail.com with proof of purchase, a description of the problem and the outcome you want. Photos can help where practical. We may assess the product before confirming the appropriate remedy. You can raise the problem with us directly.

Returning a problem item

Contact us for the correct return instructions before posting, so your parcel reaches the right place. This does not limit your consumer rights.

Original packaging is not required for a faulty-product claim. If a fault is confirmed, we reimburse reasonable return costs. Keep postage receipts. We arrange or pay for return of faulty items that are large, heavy or difficult to remove.

Refunds

A statutory refund is not reduced for use and is made through the original payment method unless we agree otherwise with you. Approved refunds are issued to the original payment method within 10 business days, with additional bank processing time possible. Contact us if more than 15 business days have passed since approval. This processing target does not limit your statutory rights.

Change of mind

Our change-of-mind policy provides a 14-day request window after receipt. Items must be unused and unworn, with tags attached, original packaging and proof of purchase. Contact glowstride.team@gmail.com before sending a return. For approved change-of-mind returns, the customer pays return postage unless otherwise agreed, and original shipping charges are non-refundable. The policy's exclusions for custom or personalised products, final-sale or clearance items, and gift cards apply to change-of-mind requests only. These conditions do not limit remedies under Australian Consumer Law.