GlowvitalAvis 

Réponse de Glowvital

Actualisé le 12 févr. 2026

Hi Paul,

We’re very sorry that this situation has caused frustration, particularly given the occasion the gift was intended for.

For clarity to anyone reading: the order was dispatched promptly via Royal Mail Tracked 24. Royal Mail have formally confirmed delivery to the address provided, supported by GPS location data and photographic evidence taken at the delivery location. Following your report, Royal Mail completed a formal investigation and upheld their delivery confirmation.

As the courier has verified successful delivery, we are unable to issue a refund or replacement. Under UK consumer law, once a parcel has been confirmed as delivered by the courier, responsibility for any dispute regarding how it was left sits with the delivery provider.

We have advised that any further claim regarding the delivery method must be raised directly with Royal Mail, as they are the party responsible for delivery conduct once the parcel leaves us.

We would never refuse a refund where delivery has not occurred. In this case, the courier’s investigation confirmed that it did.

Kind regards,
GlowVital Team

Réponse de Glowvital

Actualisé le 15 janv. 2026

Hi Nicola,

Thank you for your feedback and for bringing this to our attention.

I’m really sorry to hear about the issue you experienced. As discussed via email, we’ve already arranged for your return and a full refund once the item is received, and we’ll also be testing the device to understand the fault.

This isn’t something we commonly see, but we take all feedback seriously and are committed to resolving issues promptly and fairly.

If you need any further assistance in the meantime, please don’t hesitate to reach out directly.

Kind regards,
GlowVital Team

Regarding the issues you mentioned, please kindly note the following points:

Charging Status
When the mask is charging correctly, the indicator light on the control panel should flash red. During charging, the mask will not operate.
Once the battery is fully charged, the green light will stay on continuously.
If the red light does not flash while charging, it usually means the charging interface is not fully or correctly connected. Please ensure the cable is firmly attached.

Automatic Power-Off After 2 Minutes
If the battery is not fully charged or the charging connection is unstable, the device may turn off automatically after a short time. This is a protection mechanism.

Fit & Wearing Issue
If the mask is not staying on properly, this is usually related to the elastic strap adjustment. Please try adjusting the tightness to ensure a secure and comfortable fit. In most cases, the mask detaching is due to incorrect wearing or the strap not being adjusted properly.

Quality Check
If after following the above steps the issue still persists, we kindly ask you to provide a short video showing:

The charging process (including the indicator light)

The mask turning off after use

This will allow our quality engineering team to analyze the issue accurately and provide a proper solution as quickly as possible.


Thank you for your patience and cooperation. We truly value your feedback and will do our best to resolve this matter for you.