Refund policy
Return & Refund Policy
Effective date: May 2026 | Last updated: May 2026
At Glow Me (byglowme.com), we are committed to ensuring every customer has a positive shopping experience. Please read this policy carefully before placing your order.
1. All Sales Are Final
All sales are final. We do not accept returns, exchanges or refunds once an order has been placed and dispatched.
This policy exists for hygiene and safety reasons. Beauty and personal care products cannot be resold once they have left our fulfilment centre, ensuring every customer receives products in their original, untouched condition.
By completing a purchase on byglowme.com, you acknowledge and agree to this policy.
2. Exceptional Circumstances
While we do not offer returns or refunds, we will offer a free replacement or store credit only in the following exceptional cases:
✅ Eligible claims:
- Your order arrives visibly damaged or broken
- Your order is lost in transit and confirmed undeliverable after investigation
- You receive an incorrect item that differs from what you ordered
- Your item arrives defective or not functioning as described (applicable to beauty tools and devices only)
❌ Not eligible:
- Change of mind or buyer's remorse
- Incorrect shade, size or variant selected at checkout
- Delayed delivery within the estimated shipping timeframe
- Minor packaging damage that does not affect the product
- Claims reported more than 7 days after confirmed delivery
We do not issue cash refunds under any circumstances. Approved claims will receive a free replacement or store credit only.
3. How to Submit a Claim
If your situation qualifies under Section 2, contact us within 7 days of delivery at hello@byglowme.com with:
- Your full name and order number
- A clear photo or video showing the issue
- A brief description of the problem
We will review your claim and respond within 2-3 business days.
4. Damaged or Lost Orders
Damaged orders: Do not discard the packaging or item. Photos of both the outer packaging and product are required to process your claim.
Lost orders: An order is considered lost if it has not been delivered within 30 days of the estimated delivery date with no tracking movement. Contact us and we will open a carrier investigation. If confirmed lost, we will send a free replacement at no additional cost.
5. Incorrect Item Received
Contact us within 7 days of delivery with a photo of the item received and your order confirmation. We will arrange a replacement of the correct item at no cost to you.
6. Beauty Devices & Electronic Items
For electronic beauty tools and devices the following terms apply:
- Devices must be fully charged before first use as per product instructions
- Issues from improper use, accidental damage or failure to follow instructions are not covered
- Defects must be reported within 7 days of delivery with a video demonstrating the issue
- General wear and tear after use is not covered
7. EU Customers
If you are located in a European Union member state, you may have additional statutory rights under EU consumer protection law. These rights are not affected by this policy. Please contact us at hello@byglowme.com to exercise your statutory rights.
8. Chargebacks & Disputes
We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute. We are committed to resolving all issues fairly and promptly. Fraudulent chargebacks for orders delivered as described may be disputed by Glow Me.
9. Contact Us
📧 hello@byglowme.com 🌐 byglowme.com ⏱️ Response time: 2-3 business days
We appreciate your trust in Glow Me and will always do our best to make things right. 💕