Refund Policy

At PelvaGlow, we are proud of the quality and craftsmanship of every device we make. We want every customer to feel confident when they shop with us. If something is not right, we will do our best to make it right — within the fair terms outlined below.

Please read this policy carefully before making your purchase. By completing an order on our website, you agree to the terms of this Refund & Returns Policy.

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1. Return Eligibility

We accept returns under the following conditions:

✅ You may return your item if:

• The item is returned within 30 days of the date of delivery
• The item is in its original, unused condition
• The item is returned in its original packaging, including all accessories, manuals, and components
• The item has not been assembled, modified, or used
• You have proof of purchase (order confirmation email or receipt)

❌ We are unable to accept returns if:

• The item has been used, assembled, or shows signs of wear
• The return is requested more than 30 days after delivery
• The item is missing original packaging or components
• The item was purchased through a third-party retailer (please contact that retailer directly)
• The item was marked as Final Sale at the time of purchase

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2. Damaged, Defective, or Incorrect Items

We take quality seriously. If your PelvaGlow device arrives damaged, defective, or not as described, we will resolve it quickly at no cost to you.

What to do:

1. Contact us at support@pelvaglow.com within 7 days of receiving your order
2. Include your order number, a brief description of the issue, and clear photos of the damage or defect
3. Our team will review your case within 2 business days and offer one of the following resolutions:
   • 🔄 Free replacement of the item
   • 💰 Full refund to your original payment method
   • 🛠️ Replacement parts sent where applicable

We do not require you to return damaged or defective items in most cases. Our team will advise you on a case-by-case basis.

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3. Return Process

Returning your PelvaGlow device is straightforward. Follow these steps:

Step 1 — Contact Us First Email us at support@pelvaglow.com with:

• Your full name
• Order number
• Reason for return
• Photos of the item in its current condition (required)

Step 2 — Receive Return Authorisation Do not send your item back without receiving a Return Authorisation (RA) number from our team. Returns sent without an RA number will not be accepted.

Step 3 — Pack & Ship

• Pack the item securely in its original packaging
• Write your RA number clearly on the outside of the package
• Ship using a tracked shipping service — we recommend keeping your tracking number as we are not responsible for items lost in return transit

Step 4 — Refund Processed Once we receive and inspect your return, we will notify you by email within 3 business days and process your approved refund.

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4. Refund Details

Approved refunds will be processed as follows:

Please note: Your bank or payment provider may take additional time to process and post the refund to your account. This is outside of our control. If you have not received your refund after 10 business days, please contact your bank first, then reach out to us.

What is refunded:

• ✅ Full product purchase price
• ✅ Original standard shipping cost (for defective/damaged items only)

What is NOT refunded:

• ❌ Return shipping costs (paid by the customer, unless the item is defective or incorrect)
• ❌ Express or upgraded shipping charges on the original order
• ❌ Any applicable customs or import duties

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5. Exchanges

We currently offer exchanges for the following reasons only:

• 🔄 Wrong item received — we will send the correct item at no cost
• 🎨 Wrong colour or variant received — we will arrange an exchange at no cost
• 🛠️ Defective item — exchanged for the same product free of charge

We do not offer size or preference-based exchanges at this time. If you would like a different product, please return your original item (if eligible) and place a new order.

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6. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or refunded once opened or used:

• 🚫 Any device that has been placed between the thighs or used for pelvic floor exercise
• 🚫 Replacement pads or accessory components
• 🚫 Bundled hygiene accessories (resistance bands, cleaning cloths, etc.)
• 🚫 Digital products, guides, or downloadable content

This policy exists to protect the health and safety of all our customers. We appreciate your understanding.

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7. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

1. Check your bank account again — processing times vary by institution
2. Contact your credit card company — it may take several business days before your refund is officially posted
3. Contact your bank — there is often some processing time before a refund is posted
4. If you have done all of the above and still have not received your refund — please email us at support@pelvaglow.com and we will investigate immediately

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8. Sale & Promotional Items

• Items purchased at a discount of up to 30% off are eligible for standard return under this policy
• Items purchased at a discount greater than 30% off are eligible for store credit only, not cash refund
• Items marked "Final Sale" at the time of purchase are not eligible for return or refund under any circumstance, except in the case of defect or damage upon arrival

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9. Order Cancellations

Before dispatch: Orders can be cancelled for a full refund if contacted within 12 hours of placing the order. Email us immediately at support@pelvaglow.com with your order number and "CANCEL ORDER" in the subject line.

After dispatch: Once your order has been shipped, it cannot be cancelled. You may initiate a return once the item is delivered, subject to the return eligibility conditions above.

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10. Questions? We're Here.

Our customer support team is real, responsive, and ready to help. We aim to respond to all enquiries within 1–2 business days.

📧 Email: support@pelvaglow.com 🌐 Website: www.pelvaglow.com 📱 Instagram: @pelvaglow 🕐 Support Hours: Monday – Friday, 9:00am – 5:00pm

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Our Promise to You

We built PelvaGlow because we care about women's wellness — and that care extends far beyond the moment you hit "buy." If something goes wrong, we will make it right. If you have a question, we will answer it honestly. If our product is not for you, we will handle your return with respect and without hassle.

Thank you for trusting PelvaGlow.

PelvaGlow — Glow from the Inside Out.