Refund Policy

Last updated: November 7, 2026

Personalized products

Every GlowMories projector is made especially for you with the photo and text you upload. Because each item is personalized, we cannot accept returns or exchanges if you simply change your mind.

Customers in the EU and UK: the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized (Article 16(c) of Directive 2011/83/EU; in the UK, the Consumer Contracts Regulations 2013). This does not affect your legal rights for faulty or damaged goods described below.

Cancelling an order

You can cancel your order free of charge until we start producing your personalized design. Email us as soon as possible with your order number. Once production has started, the order can no longer be cancelled.

If something is wrong with your order

We'll make it right. We offer a free replacement or a full refund if:

  • your projector arrives damaged;
  • your projector is faulty (for example, it doesn't light up or the battery doesn't charge);
  • the photo or text on your projection is different from what you uploaded or typed (our mistake);
  • you received the wrong item or something is missing from your order.

Please check your order when it arrives and email us at glowmories.support@gmail.com within 30 days of delivery, with your order number and a photo or short video of the problem. In most cases you won't need to send anything back — we will tell you if we need the item returned.

Customers in the EU also keep the statutory guarantee of conformity, which lasts 2 years from delivery. Customers in the UK keep their statutory rights for faulty goods. The 30-day period above does not limit these rights.

What is not covered

  • Low image quality caused by the uploaded photo itself (for example a dark, blurry or very small photo). Please follow the photo tips on the product page.
  • Spelling mistakes in the text you typed yourself.
  • Damage caused by misuse, accidents or normal wear and tear after delivery.
  • The projection looking weaker in bright daylight — the projector is a light and looks best in the evening, at night or in a garage.

Add-ons

If your order is cancelled before it ships, Shipping Protection and Skip the Line are refunded together with your order. Skip the Line is also refunded if we did not process your order with priority. For claims on lost or stolen parcels, see our Shipping policy.

Refunds

Once your refund is approved, it is sent to your original payment method within 10 business days. Please note that your bank or card provider may need some extra time to show it. If more than 15 business days have passed since we approved your refund, please contact us.

Contact

For any question about your order, email us at glowmories.support@gmail.com.