Refund policy

RETURNS, REFUNDS & EXCHANGE POLICY Effective Date: 1 June 2026 | Last Updated: 1 June 2026

This Returns, Refunds and Exchange Policy ("Policy") applies to all purchases made through GlowGoods ("we", "us", "our"), a South African-based online store. This Policy is governed by and complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African legislation.

By placing an order with GlowGoods, you agree to and accept the terms set out in this Policy. Please read this document carefully before making a purchase.

1. YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT (CPA)

As a South African consumer, you are protected by the Consumer Protection Act 68 of 2008. Nothing in this Policy limits, overrides, or waives any rights afforded to you by the CPA. Your statutory rights remain fully intact at all times.

Under the CPA, you have the right to:

  • Return goods that are defective, unsafe, or not fit for the purpose for which they were intended
  • Receive goods that are of good quality, in good working order, and free of defects
  • Cancel a transaction within 5 (five) business days of delivery if you entered into a transaction as a result of direct marketing ("cooling-off period")
  • Receive a full refund, replacement, or repair within 6 (six) months of delivery if a product is found to be defective

2. RETURN ELIGIBILITY

2.1 Items Eligible for Return

We accept returns under the following conditions:

  • The item is defective, damaged, or malfunctioning upon delivery
  • The item received is incorrect (wrong product sent)
  • The item does not match the product description as listed on our store
  • The item is unused, in its original packaging, with all accessories and components included
  • The return request is submitted within 10 (ten) business days of the delivery date

2.2 Items NOT Eligible for Return

The following items cannot be returned or refunded, except where required by the CPA:

  • Items that have been used, opened, or show signs of use (for hygiene reasons)
  • Items damaged due to misuse, negligence, or failure to follow the product instructions
  • Items where the original packaging has been discarded or damaged by the customer
  • Items returned outside of the 10 (ten) business day return window without prior written approval from GlowGoods
  • Sale or discounted items (unless defective)

Please note: Due to the personal hygiene nature of makeup tools and accessories, we are unable to accept returns on opened or used items unless the product is defective or unsafe. This is in accordance with Section 26(2) of the CPA.

3. HOW TO INITIATE A RETURN

To initiate a return, please follow the steps below:

  • Step 1: Contact us within 10 (ten) business days of receiving your order by emailing GlowGoodsZa@gmail.com or via our store contact form.
  • Step 2: Include your order number, full name, a description of the issue, and clear photographs of the defect or damage.
  • Step 3: Await written approval from GlowGoods before sending any item back. Returns sent without prior authorisation will not be accepted.
  • Step 4: Once approved, securely package the item and send it to the return address provided in our approval email.
  • Step 5: Once the returned item is received and inspected, we will notify you of the outcome within 5 (five) business days.

4. REFUNDS

4.1 Approved Refunds

If your return is approved, you will receive one of the following remedies at our discretion, subject to the CPA:

  • A full refund of the purchase price to your original payment method
  • A store credit or voucher equivalent to the purchase price
  • A replacement of the defective or incorrect item (subject to stock availability)

4.2 Refund Processing Time

Approved refunds will be processed within 7 (seven) to 10 (ten) business days of receiving and inspecting the returned item. Refunds are returned via the original payment method where possible. GlowGoods is not responsible for delays caused by banking institutions or third-party payment processors.

4.3 Partial Refunds

GlowGoods reserves the right to issue a partial refund in cases where:

  • Only part of the order is returned
  • The item is returned in a condition that differs from what was originally reported
  • Promotional discounts or vouchers were applied to the original purchase

5. EXCHANGES

We offer exchanges for defective or incorrectly sent items only, subject to stock availability. If the exact item is no longer available, we will offer a refund or store credit. To request an exchange, follow the same process as outlined in Section 3 of this policy.

6. RETURN SHIPPING COSTS

The responsibility for return shipping costs is allocated as follows:

  • Defective, damaged, or incorrect items: GlowGoods will cover the cost of return shipping or arrange collection at our expense
  • Change of mind returns (where applicable): The customer is responsible for all return shipping costs
  • Items lost or damaged during return transit are the responsibility of the customer. We strongly recommend using a trackable shipping service and retaining proof of postage

7. COOLING-OFF PERIOD (DIRECT MARKETING)

In accordance with Section 16 of the Consumer Protection Act, if you purchased a GlowGoods product as a result of direct marketing (including social media advertisements, email campaigns, or promotional messages), you have the right to cancel the purchase within 5 (five) business days of:

  • The date the agreement was concluded, or
  • The date the goods were delivered — whichever occurs last

To exercise your cooling-off right, you must notify us in writing via email at GlowGoodsZa@gmail.com within the 5-business-day window. Upon valid cancellation, GlowGoods will refund the full purchase price within 15 (fifteen) business days of receiving the returned item in its original, unused condition.

8. DEFECTIVE PRODUCTS — 6-MONTH STATUTORY WARRANTY

In accordance with Section 56 of the Consumer Protection Act, if a product supplied by GlowGoods is found to be defective, unsafe, or not fit for purpose within 6 (six) months of delivery, you are entitled to:

  • Have the product repaired
  • Have the product replaced with an equivalent item
  • Receive a full refund of the purchase price

GlowGoods will not charge any costs associated with exercising your rights under this section. This warranty does not apply to damage caused by misuse, accidental damage, or failure to follow the product care instructions.

9. DAMAGED OR LOST IN TRANSIT

If your order arrives visibly damaged, please:

  • Photograph the damaged packaging and product before opening or using it
  • Notify us within 48 (forty-eight) hours of delivery at GlowGoodsZa@gmail.com. 
  • Include your order number and photographs in your communication

GlowGoods will assess the claim and, if approved, arrange a replacement or refund at no cost to you. Claims reported outside of the 48-hour window may not qualify for a remedy.

10. ITEMS NOT RECEIVED

If your order has not been delivered within the estimated delivery timeframe, please contact us at GlowGoodsZa@gmail.com with your order number. We will investigate the matter with our courier partners. GlowGoods is not liable for delays caused by courier companies, natural events, or circumstances beyond our control. However, we will work with you to resolve the matter as promptly as possible.

11. LIMITATION OF LIABILITY

To the fullest extent permitted by South African law, GlowGoods shall not be liable for:

  • Any indirect, incidental, or consequential loss or damage arising from the use or inability to use our products
  • Any loss of profit, revenue, or data
  • Any claims arising from misuse of the product outside of the instructions provided

Our total liability to you shall not exceed the amount paid for the product giving rise to the claim. Nothing in this clause excludes liability for fraud, personal injury, or any liability that cannot be excluded under the CPA or other applicable South African law.

12. PRIVACY AND DATA

Any personal information collected during the returns process will be handled in accordance with our Privacy Policy and the Protection of Personal Information Act 4 of 2013 (POPIA). Your information will only be used to process your return or refund and will not be shared with third parties without your consent, except where required by law.

13. HOW TO CONTACT US

For all returns, refund queries, or complaints, please contact GlowGoods through the following:

If you are not satisfied with the outcome of your complaint, you have the right to escalate your matter to the National Consumer Commission (NCC) at www.thencc.gov.za or call 012 428 7000.

14. POLICY AMENDMENTS

GlowGoods reserves the right to amend this Policy at any time. Any changes will be published on our website with an updated effective date. Continued use of our store following any amendments constitutes acceptance of the revised policy. It is your responsibility to review this policy periodically.