At Sense Glow, we want you to feel confident in every purchase. If something isn’t right with your order, we’re happy to help you sort out a return, exchange, or refund. Please read through the details below so you know exactly what to expect.
1. Return Eligibility Window
You have 30 days from the date of delivery to request a return. Requests submitted after this window will generally not be accepted, though we review situations on a case-by-case basis if there’s a valid reason for the delay.
2. How to Start a Return
To begin a return, email us at support@senseglow.store with your order number and the reason for your return. Please don’t send items back before hearing from us — once we review your request, we’ll send you confirmation along with the correct return address and any instructions specific to your item.
Returns sent without prior approval, or to an address other than the one we provide, may be delayed or refused, since they won’t be traceable back to your order.
3. Condition Requirements for Returned Items
To qualify for a return, items must be:
- Unused and not installed or mounted
- In their original condition, free of scratches, marks, or wear
- Packed with all original components, including mounting hardware, batteries (if included), manuals, and protective packaging
- Returned in the original retail packaging where possible, to prevent damage in transit
Because our products include electronic and motion-sensor components, items that show signs of use, wiring, or attempted installation may not be eligible for a refund. If you’re unsure whether your item qualifies, send us a few photos before shipping it back and we’ll confirm.
4. Who Covers Return Shipping
If you changed your mind (wrong style, no longer needed, ordered by mistake):
You’re responsible for the cost of return shipping, and your original shipping charges (if any) are non-refundable. We recommend using a trackable shipping method, since we can’t issue a refund for items lost in transit back to us.
If the item arrived damaged, defective, or incorrect:
Contact us within 7 days of delivery with clear photos or a short video showing the issue, along with your order number. Once we’ve verified the problem, we’ll cover return shipping and arrange a replacement or refund at no cost to you.
5. Exchanges
If you’d like a different product, finish, or style rather than a refund, let us know when you submit your return request. We’ll walk you through the process — in most cases this means returning the original item and placing a new order once your return is received, so the correct item can ship out without waiting on inspection first.
6. Restocking Fees
We do not charge restocking fees on eligible returns.
7. Order Cancellations
If you need to cancel an order, contact us as soon as possible after purchase. If your order hasn’t shipped yet, we’ll cancel it and issue a full refund. Once an order has shipped, it’s treated as a standard return and the guidelines above will apply.
8. Refund Processing
Once we receive your returned item, we’ll inspect it and email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days of approval. Please note that your bank or card provider may take a few additional business days to reflect the refund on your statement.
If a return doesn’t meet our condition requirements, we’ll reach out to discuss your options, which may include sending the item back to you at your expense.
9. Items That Are Not Eligible for Return
The following are generally not eligible for return or refund:
- Items that have been used, installed, or show signs of wear
- Products missing original packaging, mounting hardware, or accessories
- Items damaged due to misuse, improper installation, or normal wear and tear
- Products marked as final sale at the time of purchase
- Gift cards, where applicable
10. Damaged or Missing Items During Shipping
If your package arrives visibly damaged, or if an item appears to be missing from your order, please contact us within 7 days of delivery with photos of the packaging and product. We’ll work with our shipping partners to resolve the issue quickly, whether that means a replacement, reshipment, or refund.
11. International Returns
If you’re returning an item from outside the United States, please reach out to us before shipping anything back, as international return shipping costs and timelines can vary. We’ll do our best to find a solution that works for both sides.
12. Questions About This Policy
We know return policies can be confusing, especially for lighting and electronic products. If anything here is unclear, or your situation doesn’t fit neatly into the categories above, just reach out — we’d rather talk it through than leave you guessing.
13. Contact Information
Business Name: Sense Glow
Email: support@senseglow.store
Phone: +1 409 281 2086
Address: 4325 Summit Cir, Amarillo, TX 79109, United States
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