Complaints Policy

1. How to submit a complaint

All complaints must be submitted by email to support@glow-tip.com. We do not currently operate phone or live chat support. To help us resolve your complaint quickly, please include:

• your name and the email address associated with your account or purchase;
• the order number or billing descriptor reference (charges appear as GLOWTIP.COM);
• a clear description of the issue and what outcome you are seeking; and
• any supporting evidence, such as screenshots or email confirmations.

2. Our response times

We operate during business hours, Monday to Friday. Emails received on weekends are answered on the next business day. Our service commitments are:

• Acknowledgement: within 48 hours of receipt.
• Standard complaints: a substantive response within 48 hours.
• Payment, billing, or chargeback complaints: prioritised and handled within 24 to 72 hours.
• Content or safety complaints: reviewed within 24 hours (see our Content Removal & Appeals Policy).

During any planned absence exceeding 48 hours, an automated reply will notify you of the delay and an estimated response time.

3. How we handle your complaint

Every complaint is reviewed personally by the platform operator. We investigate using our transaction records — including email confirmation logs, admin panel order and delivery logs, timestamps, and the product description and pricing shown at checkout — to reach a fair decision. We will keep you informed of progress and tell you the outcome and the reasons for it.

4. Escalation

If you are not satisfied with our initial response, you may reply to the same email thread requesting escalation. The complaint will then be re-reviewed by the platform operator with any additional information you provide.

5. External dispute resolution

If we cannot resolve your complaint to your satisfaction, you retain your statutory rights. Consumers resident in the EU may use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr. For data protection complaints, you may contact the Lithuanian State Data Protection Inspectorate (Valstybinė duomenų apsaugos inspekcija) or your local supervisory authority.

6. Record keeping

All complaints, our responses, and any actions taken are logged with timestamps and retained in line with our data retention policy, for a minimum of seven (7) years.

Contact

Glow-tip · Lithuania

support@glow-tip.com