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Warranty & Repair


RETURNING FAULTY OR DAMAGED GOODS
Glow Products Canada (GPC) must test all returned products before we can issue a refund or exchange any products. This is necessary so we are able to file claims on defective or damaged goods with the manufacturer or the shipping company. Rest assured we take the utmost care in packaging your order so that it will withstand even the most rigorous shipping practices.  We also test all products before they are shipped to ensure that they work perfectly.

*Please note that packages returned to us without a Returned Merchandise Authorization (RMA) number will not be accepted.  Should you receive an RMA from us, it is valid for 14 days.  All products (both defective and non-defective) must be returned in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. IMPORTANT: In the event that a returned order has items missing, the order may be refused, or the value of the missing materials may be deducted from the total credit amount.

Refunds on purchases made with a credit card, the same card used to make the purchase will be credited with the refund. If we refund, the credit will be made within 7 business days of us receiving and verifying the returned merchandise.

DEFECTIVE GOODS
Customers are initially responsible for the cost of returning defective goods to Glow Products Canada (GPC). Upon reception of the returned goods, GPC will determine if there is, in fact, a defect in manufacture.  If there is a defect in manufacture, GPC will either repair or replace the item at its discretion.  The return shipping costs, up to a maximum of $10 (CDN) will be refunded to the customer if the product was deemed to have been defective by GPC.

If, on the other hand, it is determined that there was no defect in manufacture, GPC will not refund the cost of returning the item and we will re-send the item to customers at their cost.  We’ll notify you of our findings via e-mail after we’ve received and processed the returned item.  You accept GPC as the final arbiter in determining if an item is affected by a defect in manufacture.

SHIPPING DAMAGES
Our goal is to ensure that you are completely satisfied with your purchase. When you receive your package, we ask that you examine it closely prior to accepting it and prior to opening the factory sealed product packaging. Should the delivery service attempt to deliver your product to you and the exterior packaging is damaged, Glow Products Canada (GPC) recommends that you refuse delivery of the item.  Contact GPC within 48 hours of refusing delivery at customers@glowproducts.ca

If you accept goods that turn out to have been damaged by the delivery service, email us at customers@glowproducts.ca with your order number and a brief explanation of the situation. You have 3 days from the arrival of the package to report damaged goods. You will be emailed steps for completing an exchange.  You may also be required to initially return-ship the item at your expense.  If we can reasonably confirm that the damages occurred as a result of the delivery service, you will be refunded for the shipping cost, up to a maximum of $15 (CDN) and a replacement product will be shipped back to you. We’ll notify you of our findings via e-mail after we’ve received and processed the returned item.

Most deliveries are insured against damage and you may alternatively be required to show proof of damage to the delivery service itself.  You accept Glow Products Canada as the final arbiter in determining if an item was damaged as a result of delivery.

If you do not receive an e-mail response within 2 business days, you can call us at 1-514-313-6111 to report your case.

RETURNING MERCHANDISE TO GLOW PRODUCTS CANADA
Pack your broken product in a durable cardboard box and use a shipping service that offers both insurance and tracking to ensure a safe delivery. Glow Products Canada is not responsible for packages lost or damaged in transit. After inspection we will replace or repair the item as needed.

Please include the following information in your package

Your name, return address, telephone number, and email
A typed brief description of the problem or services you are requesting
A copy of the receipt dated within 15 days of receiving the Product

Glow Products Canada

1616 St. Catherine West
Suite 2040 box 402
H3H 1L7
Montreal, Quebec, Canada

NON-WARRANTY REPAIR 
If your Glow Products item is out of warranty or if the damage was caused by something other than defects in material or workmanship, Glow Products Canada will still service your product for a processing fee. Repair quotes will be done by phone when a technician receives your product. Please contact our customer service department at 514-313-6111 for more info

CHECK BATTERIES
Many problems are related to low or empty batteries. Please check or change the batteries in your product before you send in for repair.

WARRANTY
Our warranty covers against breakage due to defects in material or workmanship for 10 days from the date of purchase. Warranty is only valid with proof of purchase from Glow Products Canada (GPC). Alterations that are made to products purchased through GPC may void the warranty.