Refund policy

Returns & Refunds Policy

At BookGlow, we want you to love every moment with your order. If something isn't quite right, we're here to make it right.

This policy applies to all purchases made through bookglow.shop and to customers worldwide. Nothing in this policy affects the statutory rights you may have under the consumer laws of your country.

1. Your 30-Day Return Window

You have 30 days from the date your order is delivered to request a return. To be eligible, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging, with any protective materials intact
  • Accompanied by proof of purchase (your order number or confirmation email)

2. Your Right to Cancel (EU & UK Cooling-Off Period)

If you are shopping from the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of receiving it, for any reason and without giving a reason. We extend this to a full 30 days for every customer, wherever you are.

This right applies to all items, including sale and discounted items. To exercise it, simply contact us at silvia.are777@gmail.com before the 30-day period ends. You may use the wording below, though it is not required:

"I hereby give notice that I withdraw from my contract of sale for the following order: [order number], ordered on [date] and received on [date]. Name: [your name]. Address: [your address]."

3. How to Start a Return

  1. Email us at silvia.are777@gmail.com within 30 days of delivery, including your order number and the reason for your return.
  2. We'll reply within 1–2 business days with return instructions and the correct return address.
  3. Pack your item securely and ship it to the address we provide.

Please do not return items to the manufacturer, and please do not ship anything back before contacting us — returns sent without prior confirmation cannot be processed.

4. Condition & Reduced Refunds

You are welcome to inspect your item as you would in a shop. However, if an item is returned showing use, wear, or handling beyond what is necessary to check its nature and function, we may reduce your refund to reflect the loss in the item's value, as permitted by law.

We cannot accept returns of items that have been used, assembled, or damaged after delivery, or of gift cards.

5. Damaged, Faulty, or Incorrect Items

We take great care with every order. If your item arrives damaged, faulty, or not as described, please contact us at silvia.are777@gmail.com within 48 hours of delivery with your order number and clear photos of the issue.

In these cases we will arrange a free replacement or a full refund — including all shipping costs — at no charge to you. You are never responsible for return costs on a faulty or incorrect item.

6. Return Shipping Costs

  • Change of mind: You are responsible for the cost of return shipping. We recommend a tracked service, as we cannot be held responsible for returns lost in transit. For items over €70 / $75, we suggest adding shipping insurance.
  • Faulty, damaged, or incorrect items: We cover all costs (see Section 5).

7. Refunds

Once we receive and inspect your return, we'll email you to confirm the outcome. If your return is approved, we'll issue your refund to your original payment method within 14 days.

Please note that your bank or card provider may need additional time to display the refund on your statement.

8. Late or Missing Refunds

If you haven't received your refund after 14 days:

  • Check your bank account again
  • Contact your card provider, as processing times can vary
  • If you've done both and still haven't received it, email us at silvia.are777@gmail.com and we'll look into it right away

9. Exchanges

The fastest way to get a different item is to return the original (following Section 3) and place a new order. We will replace an item free of charge if it is faulty or damaged.

10. Gifts

If your item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once we receive it. If the item wasn't marked as a gift, the refund will be sent to the original purchaser.

11. Contact Us

BookGlow [Registered business name / sole trader name, if applicable] Pompeu Fabra 17, 3A, Calonge i Sant Antoni, GI, 17251, Spain Email: silvia.are777@gmail.com