Refund policy

Refund & Returns Policy

At Glacio, we want you to sleep cool with complete confidence. If you're not happy with your order, we're here to make it right.

30-day money-back guarantee

You can return any item within 30 days of delivery for a full refund of the product price. If 30 days have passed since your order arrived, unfortunately we're unable to offer a refund or exchange.

Return conditions

To be eligible for a return, your item must be:

  • In its original condition — unused, unwashed, and undamaged
  • In its original packaging where possible
  • Accompanied by your order number or proof of purchase

We may reduce your refund to reflect any loss in value if the item has been used or damaged beyond what's needed to check it.

How to start a return

  1. Email us at neb647@hotmail.co.uk with your order number and the reason for your return.
  2. We'll reply with confirmation and the return address.
  3. Post the item back to us. Unless the item is faulty or incorrect, return postage is the customer's responsibility, and we recommend using a tracked service as we can't be responsible for items lost in transit.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a few additional days for the funds to appear.

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or not what you ordered, please contact us at neb647@hotmail.co.uk within 48 hours of delivery with a photo. We'll arrange a free replacement or full refund — including any return postage — at no cost to you.

Exchanges

If you'd like a different size or colour, the quickest way is to return your original item for a refund and place a new order. Get in touch and we'll help you sort it out.

Cancellations

If you change your mind before your order ships, email us as soon as possible and we'll do our best to cancel it. Once an order has shipped, our standard return process above applies.

Your statutory rights

These terms are in addition to, and do not affect, your legal rights as a consumer under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy limits those rights.

Contact us

Questions about a return or refund? Email neb647@hotmail.co.uk and our team will be glad to help.

Glacio — Cooler nights. Deeper recovery.