Refund policy

Refund & Return Policy

We want you and your little glowing friend to be completely happy. If something is not quite right, this page explains how returns, refunds and your legal rights work when you shop with Gloamie. Nothing here takes away from the rights you already have under EU and Dutch consumer law.

This policy applies to consumers (people buying for purposes outside their trade or profession). Shipping is free to the EU and the United States, and every order ships with tracking. Please note that delivery typically takes 1–3 weeks after a 1–3 business-day processing period, as your character ships directly from our fulfilment partner.

Your 14-day right of withdrawal (EU/EEA consumers)

As a consumer in the EU/EEA, you have the right to change your mind. You may cancel your order within 14 days without giving any reason. This is called your right of withdrawal.

The 14-day period starts on the day you (or someone you have nominated) physically receive the goods. For an order that arrives in several parts, it starts on the day you receive the last item.

To use this right, simply let us know clearly that you wish to withdraw before the 14 days are up. The easiest way is to email us at support@gloamie.store. A short message stating your order number and that you want to cancel is all we need; you do not have to explain why. You may also use the EU model withdrawal form, but it is not obligatory. Once you have told us within the deadline, you then have a further 14 days to send the item back to us.

When you withdraw, we refund all payments we received from you, including the standard delivery cost. (If you chose a more expensive delivery option than our standard one, we only refund the standard cost.) As our standard shipping is free, this means you receive a full refund of the price you paid for the goods.

Model withdrawal form (optional)

If you prefer, you can copy and complete the following and send it to us:

  • To: Gloamie, support@gloamie.store
  • I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [character / order contents]
  • Ordered on / received on: [date]
  • Order number: [order number]
  • Name of consumer: [your name]
  • Address of consumer: [your address]
  • Date: [date]

How to start a return

Please contact us first at support@gloamie.store before sending anything back. Tell us your order number and which character you would like to return, and we will reply with the correct return address and simple instructions. This helps us match your parcel to your order and refund you quickly.

Condition of the item

You are welcome to handle and inspect your night light just as you would in a shop, to check that it is the character you wanted and that it works. To receive a full refund, please return it in essentially the same condition you received it, ideally with its original packaging and any accessories such as the USB-C cable.

You remain responsible for any reduction in the item's value that results from handling beyond what is needed to establish its nature, characteristics and functioning. In plain terms: a quick check is fine, but heavy use or damage may reduce the refund.

Who pays for return postage

If you are returning an item because you changed your mind under the right of withdrawal, you pay the direct cost of sending it back to us. We recommend using a tracked service, as you are responsible for the parcel until it reaches us.

If the item is faulty, damaged or incorrect, we cover the return postage in full (see below).

Refunds: method and timing

If you withdraw under your right of withdrawal, we will issue your refund within 14 days of being informed of your decision. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever is the earlier. For faulty, damaged or incorrect items, we refund without undue delay once the problem is confirmed.

We refund using the same payment method you used for the original order, unless we have expressly agreed otherwise with you, and the refund itself is free of charge for you. Refunds are made in the original currency of your order. Please note that your bank or card provider may take a few extra days to show the money in your account.

Faulty, damaged or incorrect items (legal guarantee of conformity)

Every Gloamie character is covered by the legal guarantee of conformity, which means it should arrive undamaged, work as described and be the item you ordered, and remain so for a reasonable period of normal use. If your night light arrives faulty or damaged, or if you receive the wrong character, this is on us to put right at no cost to you.

Please email support@gloamie.store as soon as you can, ideally with a photo of the problem and your order number. Depending on the situation and the law that applies to you, we will arrange a free repair, replacement, price reduction or a full refund, including any return postage, at no cost to you. This legal guarantee is provided by us at no charge, applies in addition to your 14-day right of withdrawal, and does not affect your statutory rights. There is no commercial (manufacturer's) warranty beyond these legal rights.

Reasonable exceptions

The right of withdrawal does not apply to a small number of situations, including:

  • Goods that have been sealed for health protection or hygiene reasons and were unsealed after delivery.
  • Goods made to your specifications or clearly personalised.

Separately, the legal guarantee does not cover items that have been damaged through misuse, accidents or normal wear after use, rather than a manufacturing fault. Our duck night lights are standard products, so in most cases your full 14-day right of withdrawal applies. If you are ever unsure whether your return qualifies, just ask us.

Customers outside the EU (including the United States)

The statutory 14-day right of withdrawal and the EU legal guarantee of conformity are EU consumer rights. If you are shopping from outside the EU, such as the United States, these specific statutory rights may not apply to you. However, we extend the same goodwill to all our customers: you may return an unused item in its original condition within 14 days of delivery for a refund, and we will always make faulty, damaged or incorrect items right with a free replacement or refund. Just email us and we will help.

Personal data (GDPR)

To process your return or refund we use only the personal data needed for that purpose, such as your name, order number and contact details. We handle your data in line with the EU General Data Protection Regulation (GDPR) and our Privacy Policy.

Complaints and dispute resolution

If you are not satisfied with how we have handled your return, please contact us first at support@gloamie.store and we will do our best to resolve things. If we cannot resolve it together and you are a consumer in the EU, you can seek help from the European Consumer Centre Netherlands (ECC NL) or refer the matter to the competent Dutch courts.

Contact

For any question about a return or refund, please email support@gloamie.store and we will be glad to help. Gloamie is based in the Netherlands and trades under Dutch and EU law.

Business details

Gloamie is an online shop operated by Stolk Labs, registered in the Netherlands.

Stolk Labs
Box D2037
Strevelsweg 700 303
3083 AS Rotterdam
The Netherlands

Email: support@gloamie.store
Chamber of Commerce (KVK): [KVK number]
VAT identification (BTW): [BTW/VAT number]