Returns & Refunds

Changed your mind? (consumers)

If you are buying as a consumer, you can cancel your order within 14 days of receiving the goods without giving a reason.

  1. Email materials@the-glow-group.co.uk with your order number, telling us you want to cancel.
  2. Return the goods within 14 days of telling us. They must be unused, uninstalled and complete. Original packaging helps us resell them.
  3. Once we receive the goods, or proof you have sent them back, we refund the price and the standard delivery charge within 14 days. Refunds go to your original payment method.

Some things to be aware of:

  • You pay the cost of returning the goods. For large or pallet items, we can collect, and we will tell you the cost beforehand.
  • If goods have been used, installed, or handled beyond what is needed to inspect them, we may reduce the refund to reflect the loss in value.
  • Equipment that has been charged with refrigerant, connected to a system, or had its seals broken cannot normally be returned. This is because it can no longer be resold as new.

Trade and business customers

  • Returns from trade and business customers are accepted at our discretion, for unused items in resaleable condition with original packaging, within 30 days of delivery.
  • We must agree the return in writing before you send anything back.
  • Special-order and to-order items, including most air conditioning and ventilation equipment, may only be returnable if the manufacturer accepts the return. A restocking charge may apply.

Faulty, damaged or incorrect goods

If something arrives damaged, faulty or not as ordered, email materials@the-glow-group.co.uk with your order number and photos.

  • Delivery damage must be reported within 48 hours, as set out in our Shipping Policy.
  • We will arrange a repair, replacement or refund in line with your legal rights, and we cover the return costs.
  • Faults that appear after installation are usually handled through the manufacturer's warranty process, and we will help you with this.

How to start a return

Email materials@the-glow-group.co.uk with your order number, the items and the reason. We will reply within 5 working days with return instructions.

Please do not send goods back without contacting us first.

Full terms: see our Terms of Service.

Last updated: 18 October 2026