Refund policy

Last updated: September 30, 2026

This Return & Refund Policy applies to all orders placed at glowlaya.com. GlowLaya is operated by BLYRIX LTD, Office 7287, 58 Peregrine Road, Hainault, Ilford, Essex IG6 3SZ, United Kingdom. For all return, refund and order questions, email us at info@glowlaya.com with your order number. We reply within 1–2 business days.

1. Our 60-Day Guarantee

LED, microcurrent and other at-home beauty routines take time, so we give you 60 days from the delivery date (as shown by the carrier's tracking) to decide whether a product is right for you. You may return an eligible item within this period for a refund, subject to the conditions below.

To be eligible for a refund, the returned item must:

  • be returned complete, with all original parts, heads, tubes, cups, cables, chargers, protective glasses, manuals and accessories that came in the box;
  • be returned in its original packaging (including the gift box), protected well enough to arrive undamaged;
  • be clean and free from damage caused by misuse, accidents, water exposure, drops, unauthorized repairs or use contrary to the instructions;
  • be covered by a Return Authorization issued by us before it is sent (see Section 3).

The 60-Day Guarantee is limited to one unit of each product per customer or household. Orders placed for resale, or items purchased from other sellers, are not covered.

2. Items That Cannot Be Returned

  • Consumables once opened, including conductive gels, serums and creams;
  • Replacement heads, glass tubes, cups and other attachments sold separately, once used;
  • Gift cards and digital products;
  • Items marked as "Final Sale" at the time of purchase.

This section does not affect your rights if an item is defective or not as described (see Section 5).

3. How to Return an Item

  1. Contact us first. Email info@glowlaya.com within the return period with your order number, the item(s) you want to return and the reason.
  2. Receive your Return Authorization. If your return is approved, we will send you a Return Authorization number and the return address together with instructions. Please do not send items to our business address or to the address on your package. Returns sent without a Return Authorization, or to the wrong address, cannot be accepted or refunded.
  3. Ship the item within 14 days of receiving your Return Authorization, using a tracked shipping service, and send us the tracking number.

Return shipping costs. For returns under the 60-Day Guarantee or a change of mind, you are responsible for the cost of return shipping and for any duties or fees charged on the return shipment. We recommend a tracked and insured service. We are not responsible for returns lost or damaged in transit back to us. If the item is defective, damaged on arrival or not the item you ordered, we cover the return cost (see Section 5).

4. Refunds

Once we receive your return, we will inspect it and notify you by email. Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post the refund.

Deductions. We may reduce the refund amount to reflect:

  • missing parts, accessories or packaging (deducted at their replacement cost);
  • damage, or wear and handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

If we deduct an amount, we will explain why. Items that fail inspection may be sent back to you at your cost instead of being refunded.

Non-refundable costs. Unless applicable law requires otherwise, return shipping costs, and any customs duties, import taxes or brokerage fees you paid to the carrier on delivery, are not refundable by us.

Exchanges. We do not offer direct exchanges. To get a different item, return the original under this policy and place a new order.

5. Damaged, Defective or Incorrect Items

We check every order, but if your item arrives damaged, defective or is not what you ordered, email us within 7 days of delivery with:

  • your order number;
  • clear photos and/or a short video showing the problem (for example, the device not powering on or a broken glass tube);
  • a photo of the outer shipping package and its label, if the item arrived damaged.

After reviewing your claim, we will, at our discretion, send a free replacement part, replace the item, or issue a full or partial refund. In many cases you will not need to send the item back; if we do need it returned, we will provide a prepaid label or reimburse reasonable tracked return shipping.

Reporting within 7 days helps us resolve claims with our carriers and suppliers quickly. If a defect appears later, contact us anyway. Nothing in this policy limits your statutory rights regarding faulty goods.

6. Order Cancellations

Orders are processed quickly. You may cancel an order free of charge if you contact us within 12 hours of placing it and before it has been processed or shipped. Once an order has shipped it cannot be cancelled, but it may be returned under this policy.

7. Lost or Undelivered Orders

Please make sure your shipping address is complete and correct at checkout. We are not responsible for orders delivered to an address provided by the customer that is incorrect or incomplete. If your tracking shows no progress for 30 days, or shows as delivered but you have not received it, contact us and we will open an investigation with the carrier. If the carrier confirms the parcel is lost, we will reship your order or issue a refund.

8. Customers in the United Kingdom and European Union

If you are a consumer in the UK or EU, you have a statutory right to withdraw from your purchase within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. To exercise this right, notify us of your decision by a clear statement sent to info@glowlaya.com before the 14-day period expires. You must then send the goods back without undue delay and no later than 14 days after notifying us, to the return address we provide.

We will refund all payments received from you, including standard delivery costs, no later than 14 days after we receive the goods back or you provide proof of having returned them, whichever is earlier, using the same payment method you used. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

This right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery. Our 60-Day Guarantee is offered in addition to, and does not reduce, your statutory rights, including your legal rights for goods that are faulty or not as described.

9. Before Opening a Dispute

If something has gone wrong with your order, please contact us at info@glowlaya.com before contacting your bank or payment provider. We resolve almost every issue directly and quickly, and this is the fastest way to get your refund or replacement.

10. Changes to This Policy

We may update this policy from time to time. The version in effect on the date of your order applies to that order.