Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.
Submitting a return request
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
- Log in to your account here
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code. - Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Submit request".
If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We'll send the email from "Underglow" so you can quickly search for it. If it isn't in your inbox, check your folders. If a spam filter or email rule moved the email, it might be in the Spam, Junk, Trash, Deleted Items, or Archive folder.
You can always contact us for any return question at info@underglow.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. We charge a 30% restocking fee on all returns which includes a return shipping label. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@underglow.ca.
Warranty
All Underglow products are backed by a 1-Year Limited Warranty from the date of delivery.
Our warranty covers manufacturing defects and failures under normal use. It does not cover damage resulting from improper installation, misuse, accidents, modifications, water intrusion caused by improper installation, normal wear and tear, or any unauthorized repairs or alterations.
- During the 1-year warranty period your first approved warranty replacement is provided free of charge.
- Any additional warranty replacements within the same warranty period are subject to a $49 CAD replacement fee per item. This fee helps cover processing and shipping costs.
Replacement products provided under warranty do not extend or restart the original warranty period.
Warranty Claims
To submit a warranty claim, please email info@underglow.ca with the following:
- Your order number
- A description of the issue
- Clear photos and/or videos showing the problem
Our support team will review your claim and respond with the next steps. Additional troubleshooting may be required before a replacement is approved.
Underglow reserves the right to inspect, troubleshoot, and verify all warranty claims before issuing a replacement. Warranty coverage applies only to the original purchaser and is non-transferable.