Refund Policy

1. Overview & Consumer Rights

NorthwardGlow (“Company”, “we”, “us”, “our”) offers high-quality goods to customers across North America (US, Canada) and South America. This Refund Policy applies to all purchases made on northwardglow.com. We respect your statutory rights under applicable consumer protection laws, including but not limited to the US FTC Cooling-Off Rule, Canadian Consumer Protection Acts, and Brazilian Consumer Defense Code (CDC) which grants a 7-day right of withdrawal for online purchases. Where local law provides additional protections, those provisions shall prevail.

By placing an order, you agree to the terms of this Refund Policy. However, nothing in this policy overrides your mandatory legal rights regarding defective goods, misdescribed items, or consumer guarantees.

2. Return Eligibility & Timeframe

Standard 30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return. After 30 days, we cannot accept returns unless required by local mandatory regulations (e.g., hidden defects discovered later).

Conditions for Return

• Items must be unused, in original condition, with all tags, original packaging, and accessories.
• Proof of purchase (order number / email) is required.
• Products marked as “final sale”, intimate apparel, opened consumables, and gift cards are non-returnable (see Section 6).
• For defective, damaged, or incorrect items, please contact us within 14 days of delivery.

3. How to Request a Return / Refund

1. Contact our support team via email at [email protected] with your order number, item(s), and reason for return.
2. We will provide a Return Merchandise Authorization (RMA) number and instructions for shipping. Unauthorized returns may be rejected.
3. Pack the items securely in original packaging (or similar protective packaging). Write the RMA on the outside of the parcel.
4. Ship the return to our designated return warehouse address (USA or Canada – the address will be provided in our reply). For customers in South America, we may provide a local consolidated return address or direct guidance; please contact us before shipping.

We strongly recommend using a trackable shipping method and keeping the receipt. Return shipping costs are the responsibility of the buyer, except in cases of defective, damaged, or incorrectly shipped items (see Section 4 below).

4. Return Shipping Fees

• Change of mind / no longer wanted: Buyer pays return shipping. Original shipping fees (if any) are non-refundable unless the entire order was shipped free.
• Defective, damaged, or wrong item sent: We cover return shipping costs via a prepaid label or reimbursement up to reasonable amount. Contact us for approval first.
• Cross-border returns (South America): We will assist you with economical return solutions. For regions with high customs complexity, we may offer partial refunds or alternative resolutions to avoid excessive courier fees — always with your consent.

5. Refund Method & Timeline

Once your returned item is received and inspected at our US/CA warehouse, we will process your refund within 5-7 business days. You will receive an email confirmation.

Refund options:

• Refund to the original payment method (credit card, PayPal, debit card, etc.).
• Store credit / gift card (faster processing, if preferred).
• Exchange for another product (size/color) – no extra shipping fee for exchanges caused by our error.

Important: Depending on your financial institution, it may take an additional 3-10 business days for the refund to appear in your account. If the original payment method is unavailable (e.g., expired card), we will contact you to arrange an alternative.

6. Non-Returnable & Final Sale Items

For hygiene, safety, and contractual reasons, the following items cannot be returned or refunded unless they arrive defective:

• Underwear, socks, swimwear (if hygiene seal is broken).
• Gift cards / e-vouchers.
• Items marked “Final Sale”, “Clearance”, or “Non-returnable” on product page.
• Customized or personalized products (unless manufacturing defect).
• Perishable goods, beauty products with broken seals.

7. Late or Missing Refunds

If you haven’t received a refund after 15 business days from our confirmation email, please first check your bank account again, then contact your credit card company or payment provider (processing delays may occur). If you have done all of the above and still have not received your refund, reach out to us at [email protected] with your order number and we will investigate immediately.

8. Exchanges

The fastest way to exchange an item is to return the original product (following return steps) and place a separate order for the new item. This guarantees inventory availability. For a direct exchange due to our error (wrong size/color sent), we will ship the correct item at no additional cost and provide a return label for the original product.

9. Defective or Damaged Goods

All products are inspected before shipping from our US/CA warehouses. If you receive a defective or damaged item, notify us within 14 days of delivery. Attach clear photos/videos showing the defect. We will arrange:

• Full refund including original shipping costs, or
• A free replacement sent to you, or
• Partial refund if you choose to keep the item with minor defect (subject to agreement).

Our liability for defective products is governed by local consumer laws; however, we offer at least a 60-day warranty against manufacturing defects unless otherwise noted.

10. Governing Law & Dispute Resolution

This Refund Policy shall be interpreted under the laws of the State of Delaware (for US operations) and applicable federal laws of the United States. For Canadian customers, provincial consumer protection laws (e.g., Ontario Consumer Protection Act) apply. For South American customers, we comply with local statutory regulations, including Brazil’s CDC, Chile’s SERNAC, and Argentina’s Ley de Defensa del Consumidor. Any dispute arising from a refund may first be resolved through our customer support; if unresolved, you may refer to local small claims court or consumer mediation bodies.

NorthwardGlow is committed to fair, prompt, and transparent refund processes across the entire American continent.

11. Refund & Return Inquiries

Our dedicated support team is here to assist you. For any return-related questions or to initiate a process, please contact us:

We reserve the right to update this Refund Policy occasionally. Any changes will be posted on this page and take effect immediately for future purchases. Continued use of northwardglow.com after modifications constitutes acceptance of the revised policy.