Policy · updated 28 October 2026
Refund and returns policy
The short version: if something is wrong with your order, we fix it at our cost.
Damaged, faulty or incorrect orders
If your order arrives damaged, a seal is broken, the product is faulty, or you received the wrong item or quantity, tell us within 30 days of delivery. Send your order number and a photo of the problem to hello@glowstackaustralia.com. We will replace the order or refund it in full, including shipping, whichever you prefer. You don't need to send anything back unless we ask, and if we do, we pay the return postage.
Lost parcels
If tracking shows no movement for five business days, or the parcel hasn't arrived 30 days after dispatch, contact us. We will send a replacement or refund the order in full.
A lot that doesn't match its report
If the lot number on your vial doesn't match a report on our lab results page, we will refund the order.
Change of mind
You can return sealed, unopened vials within 30 days of delivery for a refund of the product price. Email us first for the return address. You pay the return postage, and we recommend a tracked service. Opened vials, vials with a broken seal and vials that have left the recommended storage conditions can't be returned for change of mind.
Cancelling an order
You can cancel at no cost any time before dispatch by email or phone. Standing orders can be skipped or cancelled at any time by replying to any of our emails.
How refunds are paid
We refund within 5 business days of approving the refund. Refunds go back to the card you paid with; your bank may take a few business days to show them.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Contact
Glow Stack Australia · 309 Sussex St, Sydney NSW 2000, Australia · +61 468 279 944 · hello@glowstackaustralia.com