Dispute resolution

If something has gone wrong with your purchase, we want to know about it and put it right with you. Here we explain how to complain and what you can do if you are not satisfied with our response.

1. Write to us first

The quickest way to resolve any problem is to tell us what happened. Email us at hello@glowisim.com with:

• your order code (it starts with GLW- and you will find it in the confirmation email);
• what happened and, if you can, screenshots of the error;
• what solution you are looking for.

If you prefer, we will provide you with the official complaint forms (hojas oficiales de quejas y reclamaciones).

2. Response time

We will reply as soon as possible and, in any event, within a maximum of one month of receiving your complaint, as laid down in Article 21.3 of the consolidated text of the Spanish General Law for the Protection of Consumers and Users (Royal Legislative Decree 1/2007, TRLGDCU). We will keep a record of the date and content of our response.

If we cannot resolve your complaint, our response will tell you which alternative dispute resolution body you can turn to and whether we agree to take part in that procedure.

3. If you are not satisfied

If you disagree with our response, or we have not replied in time, you can turn to:

• The consumer affairs services of your autonomous community (regional government) or your local municipal consumer information office (OMIC), which will tell you about your rights and how to take your complaint forward.
• Consumer arbitration, through the relevant consumer arbitration board (junta arbitral de consumo). It is a free procedure and voluntary for both parties: it is only possible if we also accept it for your case.
• The courts of your place of residence, as set out in the Terms and conditions.

4. If you live in another European Union country

The European online dispute resolution (ODR) platform was shut down on 20 July 2025, so complaints can no longer be submitted through it. If you live in another EU country, in Iceland or in Norway, you can:

• ask for free help from the European Consumer Centre in Spain or the European Consumer Centre in your own country, which advise on cross-border complaints;
• check the list of dispute resolution bodies published by the European Commission.

This is a translation for convenience. The Spanish version is the legally binding one.