Scope of This Policy

This policy applies to eligible transactions conducted through GlowVive.tech, including purchases from the Marketplace, transactions connected to Find a Service and Offer a Service, and eligible GlowVive Importation orders.

Transaction-specific terms shown on a product, quotation, service request, importation quote or checkout may supplement this policy, provided they do not remove rights that cannot lawfully be excluded.

General Refund & Return Principles

GlowVive aims to resolve legitimate transaction problems fairly. A refund or return is not automatic merely because a request is submitted. Eligibility will depend on the circumstances and applicable law.

• The request should relate to a genuine transaction made through GlowVive.tech.
• The customer should provide the relevant order or transaction information.
• Products should not be deliberately damaged, altered or materially used beyond what is reasonably necessary to identify a problem.
• Where a third-party vendor or service provider is involved, GlowVive may obtain information from both sides before resolving the matter.
• Approved refunds are returned through an available and appropriate refund method.

Marketplace Purchases

For physical products purchased through the GlowVive Marketplace, a customer may request review for a return, replacement or refund where, for example, an item is materially different from its listing, the wrong item is supplied, the item arrives damaged or defective, or another valid basis exists under applicable law or the transaction terms.

The appropriate remedy may be a replacement, repair where appropriate, partial refund, full refund or another reasonable resolution depending on the circumstances.

Damaged, Defective or Wrong Items

If an item arrives damaged, defective or materially different from what was ordered, contact GlowVive through the official support channel as soon as reasonably possible after discovering the issue.

You may be asked for photographs or video of the product and packaging, order details, delivery evidence, serial/batch information where relevant, and a description of the problem. Keep the product, accessories and packaging while the claim is being reviewed unless instructed otherwise.

Change-of-Mind Requests

Change-of-mind returns may not be available for every product or transaction. Where such a return is accepted, the product may need to be unused, complete, undamaged and in suitable original packaging, subject to the product category, seller terms and applicable law.

Where the product is not faulty and the return is based solely on preference or change of mind, return-delivery costs may be the customer's responsibility where permitted and disclosed.

Items That May Not Be Returnable

Subject to applicable law, return restrictions may apply to products whose nature makes return inappropriate after delivery or opening, including personalised/custom-made goods, certain hygiene-sensitive or personal-care goods after opening, perishable goods, products materially used or damaged after delivery, digital products already supplied, and items expressly sold under lawful non-returnable conditions.

How to Request a Return

1. Contact GlowVive through the official support/contact channel.
2. Provide your order number or relevant transaction reference.
3. Explain the reason for the request.
4. Provide requested photographs, videos or other supporting information where relevant.
5. Wait for return or resolution instructions before sending an item.
6. If a physical return is authorised, send or hand over the item using the instructed method.

Sending an item to an unrelated address or returning it without sufficient transaction identification may delay resolution.

Marketplace Vendor Responsibility

Independent vendors are responsible for products they list and supply, including accurate descriptions and fulfilment of valid obligations relating to defective, wrong, misdescribed or otherwise non-compliant products.

GlowVive may facilitate the complaint and resolution process, request evidence, communicate with the vendor, restrict affected funds where supported by the platform/payment arrangement, or take reasonable platform action where a vendor repeatedly fails to meet applicable standards.

Refund Processing

Once a refund is approved, processing time may depend on the payment method, bank, payment gateway and transaction circumstances. GlowVive cannot control additional processing time required by an independent financial institution after a refund has been properly initiated.

A refund may cover the whole transaction or only the affected part. Delivery, service, customs or other charges will be included or excluded according to why the refund is being made, what services have already been performed and applicable law.

Order Cancellations

An order may generally be easier to cancel before processing, dispatch, vendor fulfilment, sourcing or other irreversible work has begun. Once fulfilment has started, cancellation may be restricted or may involve costs already reasonably incurred.

GlowVive or a responsible vendor may also cancel an order because of stock unavailability, payment problems, verification issues, obvious listing/pricing errors, prohibited goods, suspected fraud or another legitimate reason. Where an unfulfilled paid order is cancelled, an appropriate refund will be processed.

Find a Service & Offer a Service

Physical-product return rules do not automatically apply to services. Where an independent service provider accepts a job through GlowVive.tech, refund or adjustment eligibility may depend on whether work has started, the agreed scope, what was actually delivered, provider/customer conduct and applicable law.

If a service was materially not provided as agreed, a customer may submit a complaint with relevant evidence. Possible resolutions may include correction/re-performance where appropriate, a partial refund, a full refund or another reasonable remedy.

Service Cancellations & No-Shows

A customer should cancel a booked service as early as reasonably possible. A provider should likewise notify the customer promptly if unable to perform an accepted service.

Where work, travel, materials, booking commitments or other costs have already been reasonably incurred, those circumstances may be considered when determining any refund, subject to what was disclosed or agreed and applicable law.

GlowVive Importation Orders

Importation transactions can involve sourcing, international purchasing, warehousing, shipping, customs processes and local delivery. Because costs may be committed to third parties at different stages, cancellation and refund eligibility can change as an importation order progresses.

Before sourcing or external payment is committed, cancellation may be possible subject to any disclosed costs already incurred. After goods have been purchased, customised, shipped or committed to international logistics, some charges may become non-refundable where permitted by law.

Any transaction-specific quotation or importation terms should be read together with this policy.

Problems With Imported Goods

If an imported item is wrong, materially misdescribed, damaged or missing, notify GlowVive promptly and preserve relevant packaging and evidence. Resolution may require investigation involving the overseas seller, warehouse, carrier, customs handler or local delivery provider.

Where a claim against a carrier, supplier or other third party is necessary, the customer may be required to provide reasonable supporting documentation. The final remedy will depend on the cause of the problem, applicable protections and the stage at which loss or damage occurred.

Shipping & Delivery

GlowVive.tech may offer local delivery, interstate delivery, collection/pickup or logistics connected to importation, depending on the transaction and destination. Available methods and applicable charges should be displayed or communicated where relevant.

Delivery dates and international arrival estimates are estimates unless expressly guaranteed. Carrier delays, customs, inspections, weather, public holidays, address problems, security restrictions and events outside reasonable control may affect timing.

A delay alone does not automatically mean a parcel is lost or that every transaction is immediately refundable. GlowVive will assess the circumstances and applicable obligations.

Failed Delivery & Incorrect Address

Customers must provide an accurate, accessible delivery address and working contact information. If delivery fails because the customer supplied incorrect information, was unavailable after reasonable delivery attempts, refused a valid delivery without a qualifying reason, or requested redelivery, reasonable additional delivery costs may apply where permitted.

If delivery fails because of an error attributable to the responsible seller or delivery arrangement, GlowVive will work toward an appropriate resolution.

Pickup / Collection Orders

Where pickup is available, customers should collect within the communicated collection arrangement and may be asked to provide an order reference or reasonable identification. Uncollected orders may be handled according to the transaction circumstances, storage constraints and applicable law.

Evidence, Inspection & Returned Products

GlowVive or the responsible vendor may reasonably inspect a returned product before completing a claim. Evidence may be requested to distinguish a pre-existing defect or fulfilment problem from damage caused after delivery.

Inspection must not be used to deny a legitimate remedy arbitrarily. Decisions should be based on the transaction information, evidence and applicable rules.

Complaints & Disputes

Where a buyer and vendor, customer and service provider, or another transaction participant disagrees about a refund or return, GlowVive may review relevant evidence from all sides and facilitate a resolution.

Users should cooperate with reasonable requests for information. GlowVive's internal resolution process does not remove legal remedies that remain available under applicable law.

Fraud & Abuse Prevention

GlowVive may investigate or restrict refund/return activity reasonably suspected to involve fraud, fabricated evidence, item substitution, intentional damage, repeated abusive claims, payment abuse or other misuse. Genuine customers with legitimate claims will not lose mandatory legal rights merely because fraud-prevention checks are performed.

Your Legal Rights

This policy is intended to operate alongside applicable Nigerian law and does not exclude, waive or reduce consumer or other rights that cannot lawfully be excluded or limited.

Changes to This Policy

GlowVive may update this policy when platform services, fulfilment methods, operational practices or applicable requirements change. The current version may be published on GlowVive.tech with a revised effective date.

Need Help With an Order?

Use GlowVive's official Contact Us or support channel and include your order/transaction reference and a clear description of the issue.