Refund Policy

Last updated: 17 July 2026

We want you to love your skin. This policy explains when and how refunds work, and what happens to Glow Points and referral rewards when a refund is issued.

1. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or materially different from what you ordered, contact us within 7 days of delivery with photos where possible. We'll arrange a replacement or a refund to your original payment method. Refunds are typically processed within 7–14 business days once approved, depending on your bank/payment provider.

2. Change of mind

Because our products are cosmetics, we can only accept change-of-mind returns for unopened, unused items in original packaging, within 7 days of delivery. Opened items can't be returned for change of mind, for hygiene and safety reasons.

3. Glow Points clawback on refund

Because Glow Points and referral rewards are earned from what you actually paid, a refund proportionally reverses them:

• Points clawback = the same proportion of the order's earned points as the refunded amount is of the order total, rounded down. If you've already spent those points, your points balance can go negative — it stays visible in your account and is worked off by future earning, it isn't hidden or hit with extra fees.
• Referral rewards reverse the same way: your referrer's reward for that order is reduced pro-rata to the refund. Rewards your referrer already redeemed are not revoked, but large or repeated abuse is reviewed manually.
• Refunds after points have expired still claw back — it's tracked as a balance adjustment rather than skipped.

4. Wholesale (stockist) orders

Stockist wholesale orders don't earn Glow Points or referral rewards in the first place (per our stacking rule — a margin OR a reward, never both), so refunds on those orders are handled purely as a wholesale return/credit matter between us and the stockist, under the stockist agreement.

5. How to request a refund

Go to your order in My Orders and message us on WhatsApp or email [email protected] with your order number and the reason. We aim to respond within 1 business day.

6. Shipping costs

Shipping fees are refunded only when the return is due to our error (wrong/faulty/damaged item) or when an entire order is cancelled before it ships. Shipping is not refunded on change-of-mind returns.

This Refund Policy works alongside our Terms & Conditions. Questions? Email [email protected] or message us on WhatsApp.