Last updated: 20 September 2026
This Refund & Returns Policy explains what happens if something goes wrong with your order from Glow Lab Protocols. It works alongside our Terms & Conditions, which govern if the two ever differ. Nothing in this policy limits any rights you have under the law.
Refunds at a glance
- Changed your mind before we ship? Cancel for a full refund.
- Arrived damaged or wrong? We replace it or refund it. Send a photo within 7 days.
- Never arrived 14 days after we shipped it (US)? We replace it or refund it.
- Other than that, products can’t be returned once shipped, because we never resell returned items.
- Refunds go back the same way you paid.
Contents
- Cancelling before we ship
- Damaged or wrong items
- Orders that don’t arrive
- Charged the wrong amount
- Returns
- How to request help
- How refunds are paid
- Contact us
1. Cancelling before we ship
You can change or cancel an order for a full refund at any time before it ships. We do not ship until your payment has been received and matched to your order, so there is normally time. Reply to your order confirmation email and we will take care of it.
2. Damaged or wrong items
- Damaged in transit. For example, a broken vial, a broken seal or crushed packaging. Send us a photo within 7 days of delivery and we will replace the item or refund it, whichever you prefer.
- Wrong item. If what arrived is not what your order says, we will send the correct item, and we will cover return postage if we need the original back.
3. Orders that don’t arrive
If tracking shows no delivery 14 days after dispatch within the United States, contact us and we will replace the order or refund it.
4. Charged the wrong amount
If you paid an amount that does not match your order, we will refund the difference once we have matched your payment.
5. Returns
Products are generally non-returnable and non-refundable once shipped, except as described in this policy or where the law requires otherwise. Once a product has left our hands we cannot check how it has been stored or handled, so we never resell a returned item to another customer.
6. How to request help
Reply to your order confirmation email, or contact us through our contact page with your order number. For anything damaged, please include a photo. We aim to answer within one business day.
7. How refunds are paid
Refunds are returned the same way the payment was made (Cash App, Venmo, Zelle or PayPal). If that is not possible, we will agree another method with you.
8. Contact us
Glow Lab Protocols
180 Valley St, PO Box 33
Ball Ground, GA 30107
United States
Please do not send returns to this address unless we have asked you to.