Refund policy

Refund & Replacement Policy

At GlowNest by Firefly, we are committed to delivering genuine products and ensuring customer satisfaction. To maintain transparency and smooth claim processing, please carefully read our Refund & Replacement Policy below.

📦 Unboxing Video – Mandatory for Claims

To be eligible for any replacement or damage claim, a complete unboxing video is mandatory.

The video must clearly follow the guidelines mentioned below. Claims submitted without proper unboxing video proof will not be eligible for verification or replacement.

🎥 Guidelines for Unboxing & Replacement Claims

To ensure fair verification, please follow these steps carefully:

  1. Take a clear image of the parcel from the top side immediately upon delivery. The shipping label must be clearly visible to verify the shipment.

  2. Start the unboxing video before opening the parcel. Show a complete 360-degree view of the sealed parcel to verify that it has not been tampered with.

  3. Record the entire unboxing process from start to finish in a single continuous video. Do not pause or edit the recording.

  4. Show all edges and corners of the package while opening to verify possible damage or tampering.

  5. Clearly display all items and components received inside the package to verify missing items, if any.

  6. If there is any physical damage, defect, or usage marks, it must be shown clearly in the same video.

  7. The video must be:

    • A single clip

    • Unedited

    • Clear and continuous

Only unboxing video evidence will be considered valid proof for damage or missing item claims.

🔄 Replacement Policy

If your product is received damaged, defective, or incorrect:

  • Notify us within 24 hours of delivery.

  • Share the unboxing video along with your order details.

  • Once verified, we will arrange a replacement at the earliest possible time.

Replacement will be processed only after proper verification of the unboxing video.

🚫 Open Box Delivery

Open box delivery is not available as we ship through third-party logistics partners.

However, we guarantee that you will receive the exact product you ordered.

❌ Returns & Refunds

Returns and refunds will only be considered in cases of:

  • Damaged product (verified through unboxing video)

  • Wrong product delivered

  • Missing items (verified through unboxing video)

If the claim is approved, we will either:

  • Replace the product, or

  • Issue a refund (if replacement is not available)

⏳ Claim Time Limit

All issues must be reported within 24 hours of delivery. Claims raised after this period may not be accepted.

📩 How to Raise a Claim

Please contact our support team with:

  • Order number

  • Clear unboxing video

  • Description of issue

Once verified, our team will assist you promptly.

Important Note

We request all customers and resellers to strictly follow the unboxing guidelines to ensure smooth processing of claims. This policy helps us maintain fair business practices and long-term trust with our customers.