Refund policy

Return Policy

At Dawn Glow, we want you to feel complete confidence in the soothing light curves, gentle sounds, and build quality of our wake-up fixtures. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because optical circadian lamps feature scratch-sensitive anti-glare diffusers, precise capacitive touch panels, and electronic power adapters susceptible to desk scuffs and wear during home use, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Product Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The wake-up light, daylight lamp, power adapter, or cord must be completely unused on bedside tables, unweathered, and in its original, brand-new condition.
  • Bedside Trial & Surface Inspection Notice: Units may be carefully unboxed in clean hands for visual assessment. We strictly cannot accept lamps that show hairline scratches or fingerprints on optical acrylic diffusers, adhesive residue on touch buttons, scuffs on weighted base feet, or cables that have been uncoiled and left behind dusty nightstands.
  • Diffuser domes and clock lenses must be pristine, with zero micro-abrasions, smudges, or cleaning chemical marks.
  • AC power adapters, charging cables, and backup battery compartments must remain in factory-tied, untangled condition.
  • All original packaging—including molded protective foam inserts, plastic protective wraps on displays, quick-start guides, and user manuals—must remain 100% complete and undamaged inside the return parcel.
  • Commercial bulk facility purchases or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because precision optical lighting fixtures require rigid protective packaging during transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Dawn Glow cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@dawnglow.sbs within 30 days of delivery. Please include your order number, lamp model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a model variant, casing color, or delivery address), contact us immediately at support@dawnglow.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our electronic inspection technicians will examine the lamp under bright lighting (verifying scratch-free diffusers, responsive touch sensors, pristine clean cables, complete original manuals, and intact protective packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@dawnglow.sbs for further assistance.