Refund policy

Return & Refund Policy

At CustomGlow, we take pride in creating personalised, made-to-order LED light frames and custom products. Please read our policy carefully before placing your order.

Custom & Personalised Orders Because all CustomGlow products are made to order, we do not accept returns or exchanges for change of mind. Please double-check your personalisation details before submitting your order.

Damaged or Defective Items If your item arrives damaged or defective, please contact us within 7 days of delivery with your order number and a clear photo of the damage or defect. We will offer a replacement or store credit at our discretion.

Cancellations Orders may be cancelled within 24 hours of purchase. After this window, production has begun and cancellations cannot be accepted.

Australian Consumer Law Nothing in this policy limits your rights 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.

Shipping Issues We are not responsible for delays caused by Australia Post or third-party couriers once your order has been dispatched. If your order is lost in transit, please contact us and we will work with the carrier to resolve the issue.