Refund policy
Refund & Return Policy — last updated 26 September 2026
We want you to be happy with your GlowWonder Drawing Board. If something is wrong with your order, here is exactly how to get a replacement or your money back.
The short version
Something wrong with your GlowWonder Drawing Board — damaged in shipping, lights do not turn on, board is cracked, pen does not work, wrong item, missing parts or accessories? Tell us within 14 days of delivery with photos or a short video of the issue. We replace it or refund you, and in most cases you can keep the original. Nothing to ship back, nothing to pay.
Changed your mind? Tell us within 7 days of delivery, as long as the GlowWonder Drawing Board is unused, undamaged, and in its original packaging. We will send you a return authorization. You cover return shipping. After day 7 and up to day 30, we can usually still help — see the table below.
1. Contact us first
All returns and refunds start with an email to:
We cannot process a return we do not know about.
Please include:
- Your order number
- A description of the problem
- Photos or a short video showing the issue
- A photo of the item next to the shipping label, if possible
For a light-up or electronic issue, a short video is much more useful than a photo. It lets us see exactly what is happening and helps us resolve the issue faster.
We reply within 24 hours. If you have not heard from us in 48 hours, please check your spam folder and email us again.
2. What you can claim, and by when
| What happened | Tell us within | What you get |
|---|---|---|
| Damaged in shipping, lights do not turn on, board is cracked, pen does not work, wrong item, missing parts or accessories | 14 days of delivery | A replacement — or a refund instead if you prefer. No return needed in most cases. |
| Changed your mind, item unused and original packaging intact | 7 days of delivery | Return authorization, then a refund of the product price when the item arrives back. You pay return shipping. |
| Changed your mind after day 7 | 30 days of delivery | A partial refund or store credit. We will tell you the available option when you contact us. |
| Order not dispatched yet | Any time before dispatch | Full refund, including shipping. |
| Parcel never arrived | See our Shipping Policy | Replacement or full refund once the carrier investigation closes. |
Dates run from the delivery date shown by your tracking. Requests outside these windows are considered case by case, but we cannot promise an outcome.
3. Return authorization is required
Please do not ship anything back before we send you a Return Authorization RA number and the correct return address.
Returns go to our fulfillment partner’s warehouse, not to our registered office. The return address is issued per return.
A parcel sent to the sender address printed on your package, or sent without an RA number, may not be tracked to your order and may not be refundable.
When returning an item:
- Write the RA number on the outside of the parcel
- Use a carrier that provides tracking
- Email us the tracking number after shipping
4. Condition of returned items
GlowWonder Drawing Boards must be returned unused and in the condition you received them, with all original packaging, accessories, and free gifts included.
This may include, depending on your order:
- GlowWonder Drawing Board
- Drawing pen or light pen
- Markers or accessories
- Stencils, cards, stickers, or templates
- USB cable or charging cable, if included
- Instruction manual
- Original box and packaging
- Any free gifts included with your order
An item returned used, damaged by the customer, scratched, drawn on, incomplete, or missing accessories may receive a partial refund or may be declined.
If this happens, we will always send you photos and an explanation before making a final decision.
5. Who pays return shipping
We pay — and you usually do not need to send anything back — when the GlowWonder Drawing Board arrived damaged, defective, incomplete, or was not what you ordered.
You pay when you simply changed your mind. Please use a tracked shipping service, as we cannot refund a return we never receive.
One honest note: our returns may go to an overseas warehouse, and international return postage can sometimes cost more than the product itself. Before you spend money on return shipping, email us with your country and we will tell you what the return may cost. Where returning the product does not make sense, we may offer a partial refund or store credit and let you keep the item.
6. Refund timing and what is covered
Where no return is needed, we issue the refund within 3 business days of agreeing to it.
Where an item is coming back, we refund within 3 business days of it arriving and passing inspection.
Your bank then usually takes 5–10 business days to post the refund. That part is outside our control.
If the issue was our fault — damaged in shipping, defective item, wrong item, or missing parts — we refund the full amount you paid, including original shipping.
If you changed your mind, we refund the product price only. Original shipping costs and any customs duties already paid are not refundable, because they have already been spent getting the parcel to you.
We email you when the refund is issued. If your bank has not posted it after 10 business days, forward us that email and we will send you the transaction reference to give them.
Refunds go to the original payment method only.
7. Cancellations
Email us within 24 hours of ordering and we will cancel and refund in full, as long as our warehouse has not already picked and packed the order.
Once the order has been processed for dispatch, we cannot stop it. The order will then be handled as a return under the sections above.
8. Damaged, defective, or faulty GlowWonder Drawing Boards — what to send us
Email help.whaletraking@gmail.com within 14 days of delivery.
The more information you send in your first message, the faster we can resolve it — often the same day.
Please include:
- Your order number
- Clear photos of the damage or problem, in good lighting
- A photo of the GlowWonder Drawing Board next to the shipping label
- If the lights do not turn on, the pen does not work, or the board behaves unexpectedly: a short video, 15–30 seconds, showing the issue
- If parts or accessories are missing: a photo of everything that was inside the box, laid out clearly
We will replace the item or refund you if you prefer. Either way, it costs you nothing. In most cases, you can keep the original item.
If only an accessory is missing, we will send the missing accessory.
9. Items we cannot take back
We cannot accept change-of-mind returns of GlowWonder Drawing Boards that have been used, drawn on, scratched, damaged, altered, or returned without original packaging and accessories.
This includes items where:
- The board has been drawn on or marked
- Stickers or decorations have been applied
- Accessories are missing
- The item is damaged after delivery
- The original packaging is missing or heavily damaged
This does not apply if the product is faulty or was damaged in shipping.
Gift cards and clearly marked final-sale items are not refundable. Final-sale items are labelled as such on the product page before you buy.
10. Please talk to us before disputing a charge
If something has gone wrong, email us at:
Please give us the chance to fix it. We refund, replace, and reship when there is a genuine problem with an order.
Opening a bank dispute instead freezes the order in a formal process that can take 45 to 90 days. It often takes much longer than simply contacting us directly.
We answer every message within 24 hours and keep a full record of every contact.