Refund policy

THE GLACÉ MEMORY GLOW 30-DAY MONEY-BACK GUARANTEE

We want you to love your Memory Glow. If you're not happy with it for any reason, you can return it within 30 days of confirmed delivery for a refund.

HOW IT WORKS
- Contact us within 30 calendar days of confirmed delivery
- The Memory Glow must be returned in clean, undamaged condition with all included components (charging cable, base, and any accessories)
- Return shipping is the customer's responsibility unless the item is defective, damaged in transit, or incorrect

HOW TO START A RETURN
Email us at support@glaceofficial.store with your order number in the subject line.
Example: Order #1234 — Return Request

We will provide return instructions and the return address. Do not send anything back without written authorization first. Unauthorized returns may not be accepted or refunded.

Once we receive and inspect the returned item, we will issue a refund to your original payment method for the product purchase price. Original shipping charges, if applicable, are non-refundable.

Before returning your Memory Glow, please remove any personal videos you've loaded onto it. We are not responsible for content left on returned devices.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
If your Memory Glow arrives damaged in transit or you received the wrong item, contact us within 7 days of confirmed delivery.

If your Memory Glow develops a manufacturing defect (for example, it won't power on, won't play videos, or the display malfunctions), contact us within 30 days of confirmed delivery.

Email: support@glaceofficial.store
Subject line: Order #1234 — Damaged Item

Please include:
- Your full name and order number
- Clear photos or a short video of the issue
- Photos of the packaging where relevant

If we confirm a manufacturing defect, shipping damage, or fulfillment error on our end, we will provide a replacement or full refund at no cost to you. We cover return shipping in these cases.

WHAT ISN'T CONSIDERED A DEFECT
- Damage caused by drops, impact, water exposure, or misuse
- Damage from incompatible chargers or power sources
- The appearance of low-resolution, blurry, or poorly lit videos you load onto the device

These items may still be eligible for return under our 30-Day Guarantee if they are in clean, undamaged condition.

BUNDLES & FREE GIFTS
Bundle pricing and free gifts are tied to the purchase of the full bundle. If you return part of a bundle, your refund will be calculated based on the bundle price paid per item. Free gifts included with your order must be returned with the bundle, or their retail value may be deducted from your refund.

GIFT ORDERS
The 30-day period begins on the confirmed delivery date to the shipping address provided at checkout, not the date the gift is given. Refunds are always issued to the original payment method used for the purchase.

ONE GUARANTEE PER ORDER
The 30-Day Money-Back Guarantee applies once per order. It cannot be restarted, transferred, or reused.

We reserve the right to decline repeat or abusive use of our voluntary guarantee where there is reasonable evidence it is being used to obtain products without paying for them. This does not affect legitimate claims.

Nothing in this policy limits mandatory consumer rights available under applicable law.

REFUNDS
Approved refunds are issued to the original payment method. Please allow 5–7 business days for the refund to appear after we process it. Your bank or card issuer may require additional processing time.

CONTACT
Email: support@glaceofficial.store
Always include your order number in the subject line.
Response time: 24–48 business hours.