1. About these Terms and Conditions


These Terms and Conditions ("Terms") govern our commitment to you (our valued customer) relating to accidental damage protection of your glo™ HILO device. These Terms apply only to glo™ HILO devices and do not apply to any other glo™ products, accessories, consumables or devices.

glo™ is a trading name of Nicoventures Retail (UK) Limited whose registered office is at Building 7, Chiswick Business Park, 566 Chiswick High Road, London, W4 5YG (“glo”, "we", "our", or "us").



2. Coverage


2.1 These Accidental Damage Protection Terms govern the provision by glo™ of a replacement glo™ HILO device in the event of Accidental Damage (as defined below), subject to the terms and exclusions set out below.
2.2 These Terms apply exclusively to the glo™ HILO device.
2.3 These Terms do not extend to any other glo™ products, accessories, consumables or devices.
2.4 These Terms only apply to residents of Greece who have purchased a glo™ HILO device within Greece.



3. Definition of Accidental Damage


3.1 “Accidental Damage" refers to damage sustained by a glo™ HILO device that occurs suddenly and as a result of unexpected, non-deliberate external action, not caused by the user's deliberate acts or misuse or any of the other exclusions set out in Section 8 of these Terms, which results in the device failing to operate or perform to the same or a substantially similar standard as it operated at the time of purchase. Examples may include accidentally dropping the glo™ HILO device or spilling liquid on it causing it to break.



4. Eligibility Criteria


4.1 A customer may be eligible for a replacement of glo™ HILO device if:
(a) the damaged glo™ HILO device (the “Affected Device”) is registered (as set out in Section 4.2 below) to the customer making the claim under these Terms;
(b) the customer is 18 years of age or older;
(c) at the time that the customer reports the Accidental Damage in accordance with Section 5, the Affected Device is within its twenty-four (24) month warranty period (which begins on the date of registration of the Affected Device (as set out in Section 4.2 below));
(d) the damage results in the Affected Device being non-functional; and
(e) the damage is not caused by any of the exclusions listed in Section 8.

4.2 A glo™ HILO device is considered registered under clause 4.1(a) above if it has been: (a) purchased online; or (b) if a device has been purchased offline, it must have been registered on the myglo.com website at https://www.myglo.com/en-gr/pages/device-registration. The date of registration is either: (i) the date that the customer purchased the Affected Device online; or (ii) if it was purchased offline, the date that the Affected Device was registered through the myglo.com website, as applicable.



5. Claims Process


5.1 The customer must report Accidental Damage to the glo™ Customer Care team on 800-500-1450 or via email at info.gr@myglo.com as soon as reasonably practicable and, in any case, no later than fourteen (14) calendar days from the occurrence of the Accidental Damage.
5.2 At the same time, the customer must also:
(a) Provide the batch number of the Affected Device;
(b) Submit a detailed account of the damage and the circumstances in which it occurred;
(c) Disclose any error messages or QR codes, supported by images where applicable;
(d) Supply proof of purchase upon request; and
(e) Comply fully with all return instructions as issued by the glo™ Customer Care team.



6. Resolution


6.1 Where, in glo™’s sole discretion, eligibility is confirmed, we will arrange, at our cost, the collection of the Affected Device and delivery of the replacement new glo™ HILO device to an address notified to us by the customer within Greece.
6.2 The replacement device provided shall be the same model as, or an equivalent to, the Affected device. Colour may vary based on stock availability.



7. Service Limitations


7.1 The accidental damage replacement service provided under these Terms is limited to a maximum of two (2) replacements within any twenty-four (24) month period beginning on the date of registration of the original Affected Device.
7.2 Customers must use and maintain their glo™ HILO device in accordance with the user guide and take all reasonable precautions to prevent damage.



8. Exclusions


8.1 This Accidental Damage protection shall not apply in the following cases:
(a) Damage resulting from misuse, abuse, or unauthorized modification or alteration of the glo™ HILO device;
(b) Servicing or opening of the device by any party other than ourselves;
(c) Loss or theft of the device;
(d) Cosmetic damage that does not impair functionality or arises from normal wear and tear;
(e) Deliberate or intentional damage;
(f) Damage caused by fire, floods, or natural disasters;
(g) Faults arising from the use of incompatible products or accessories; and
(h) Damage resulting from failure to follow the product usage instructions provided at the time of purchase.



9. Miscellaneous


9.1 If any provision of these Terms is found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force.
9.2 These Terms will be governed by Greek law and you hereby agree to submit to the exclusive jurisdiction of the courts of Athens.



10. Contact Us


If you have any questions about these Terms and Conditions, please contact the glo™ Customer Care team on 800-500-1450 or via email at info.gr@myglo.com for further information.



11. Same Day Replacement


Subject to approval of a product replacement request, the same day replacement service is available exclusively for selected postal codes within the Attica region.

To qualify for same day replacement, the relevant requests must be submitted and approved by 11:00 a.m. on the same day. The replacement will be carried out via a partnered courier service at no cost to the consumer. For all other aspects of the replacement process, the provisions set out in the Sales Policy and the Delivery and Returns Policy shall apply.

Availability of the same day replacement service depends on the delivery postal code and will be confirmed at the time the request is submitted. The company reserves the right to modify or discontinue the service at any time without prior notice. To view the full list of eligible service areas, please click here.