Refund policy

• 30-Day Change of Mind: You may return your item within 30 days of purchase if it is completely unopened, unused, and in its original sealed condition.
  • Hygiene Standard: For health and safety reasons, returns cannot be accepted once the factory security seal is broken or the device has been used.
  • Bundle Integrity: The face mask and the neck/décolletage piece must be returned together as a complete set.
• Return Logistics:
  • Change of Mind: The customer is responsible for return shipping costs. We strongly advise using a trackable service with signature and insurance, as we cannot be held liable for items lost during return transit.
  • Technical/Warranty Returns: If a manufacturing fault is verified under our 12-Month Limited Warranty, Glow Script will reimburse reasonable return postage costs and cover outbound shipping for your replacement.
• Initiating a Return: Contact info@glowscript.com.au with your order number and clear photos of the unopened product seal. Once approved, you will receive a Return Merchandise Authorisation (RMA). Unauthorised returns without an RMA cannot be processed.
• Processing Time: Once your return is received and inspected (typically 3–5 business days), approved refunds will be issued to your original payment method.

Glow Script Manufacturers Limited Warranty

Product: LED Light Therapy Face Mask

Warranty Period: 12 Months from the original date of purchase.

This manufacturer’s warranty is provided by Glow Script and applies strictly to products purchased and used within Australia and New Zealand by the original retail purchaser.

🇦🇺 & 🇳🇿 Mandatory Statutory Consumer Guarantees

For Australian Customers:

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. The benefits provided by this 12-month warranty are in addition to other rights and remedies available to you under the Australian Consumer Law.

For New Zealand Customers:

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Nothing in this Manufacturer's Limited Warranty purports to modify or exclude the statutory guarantees, rights, and remedies provided to consumers under New Zealand consumer law, except where permitted by law.

The benefits provided to you by this Manufacturer's Limited Warranty are in addition to other rights and remedies available to you under the Australian Consumer Law and the New Zealand Consumer Guarantees Act.

1. Who is Covered?

This warranty is strictly non-transferable and applies only to the original purchaser of the product. If the product is resold, gifted to a third party, or purchased through an unauthorized second-hand platform or reseller, this warranty automatically becomes void (without limiting your rights under statutory consumer guarantees). A valid proof of purchase (original digital invoice or receipt) clearly displaying the purchase date from Glow Script or an authorized stockist is mandatory for all claims.

2. What is Covered?

Glow Script warrants that your LED Light Therapy Face Mask (comprising the flexible silicone housing, internal circuit board, and LED components) will be free from defects in materials and workmanship under normal household use for a period of 12 months from your original date of purchase.

If a verified manufacturing defect arises and a valid claim is received within the 12-month Warranty Period, Glow Script will, at its sole discretion, either repair the device components or replace the unit with a brand-new or comparable model. Due to the precise technical integration of the flexible silicone and circuit components, certain components may be deemed non-repairable; in such cases, a full device replacement will be the sole remedy. If the product is replaced, the warranty period continues from the original date of purchase, not from the date of replacement.

3. Critical Power & Charging Requirements

To safeguard the delicate internal lithium battery, controller, and micro-circuitry of your Glow Script device, users must strictly follow these electrical guidelines:

Approved Charging: This device must only be connected to a standard, low-output USB power supply (5V / 1A or 5V / 2A maximum).

Prohibited Power Sources: The use of "high-powered" wall adapters, laptop fast-charging blocks, or rapid phone/tablet chargers is strictly prohibited. Using an unapproved high-output power source can permanently degrade or damage the battery unit, creating a thermal risk and voids the voluntary manufacturer warranty. 

4. What is NOT Covered? (Exclusions)

This manufacturer warranty applies only to normal, intended residential use and does not cover any damage, malfunction, or failure resulting from:

Improper Storage & Handling: Damage resulting from bending, squeezing, sitting on, or folding the mask. The mask contains delicate internal LED light sources and PCB boards. The mask must be stored flat inside its original packaging or box when not in use.

Wire and Cable Maltreatment: Any internal cable severing, structural strain, or loose connections caused by overly twisting, tightly wrapping, yanking, pulling, or severely bending the cords. This applies directly to the critical wire connecting the controller/battery pack to the face mask, as well as the external USB charging cable.

Misuse, Abuse, or Accidental Damage: Dropping the device, applying excessive physical weight, folding or bending the flexible silicone shield beyond its intended contours, general wear and tear, scratching, or failing to operate the device according to the instruction booklet.

Improper Environmental Storage: Storing the mask in high-humidity or moisture-dense environments (such as bathrooms), exposing it to ambient heat, direct prolonged sunlight, or folding it improperly during transit.

Liquid and Chemical Exposure: Introducing water, excess humidity, or harsh topical skincare liquids into the LED diodes, controller ports, or charging connections; or using abrasive chemicals instead of recommended sanitizing protocols.

Unauthorized Modifications: Any structural alterations, modifications, tampering, servicing, or attempts to open the sealed controller battery case by unauthorized personnel. Any attempt to self-service the device instantly voids this warranty.

5. Warranty Shipping & Postage Policy

Logistical and transport expenses incurred during a warranty claim process are split equitably between the consumer and Glow Script:

Inbound Shipping (Customer to Brand): The customer holds responsibility for safely packaging, insuring, and paying postage to send the faulty device to the designated Glow Script service centre for professional inspection. We strongly advise utilizing a trackable shipping service with insurance, as Glow Script cannot assume liability for items lost or severely damaged in inbound transit. If our technicians confirm a manufacturing fault covered under this policy, Glow Script will cover 100% of the return postage and reimburse the customer for reasonable inbound shipping costs.

Outbound Shipping (Brand to Customer): If our technicians confirm a manufacturing fault covered under this policy, Glow Script will cover 100% of the postage and handling fees to safely dispatch the repaired or replacement LED mask back to your residential address.

Mandatory Hygiene Notice: Due to strict health and hygiene regulations, any returned mask must be thoroughly cleaned and wiped down prior to postage. Glow Script reserves the right to reject or charge a handling fee for any returns received in an unhygienic state.

6. How to Initiate a Claim

If your device demonstrates a fault, cease use immediately. Contact our dedicated support team via email at info@glowscript.com.au providing the following within the 12-month warranty period:

Your full name, billing address, and original online order number.

A clear image or PDF copy of your original sales receipt/invoice.

A concise description of the functional issue, accompanied by a short video clip or photo clearly demonstrating the operational malfunction.