Refund policy


Return & Refund Policy

Last Updated: 24/07/2026

At Glow Theory SA, we are committed to providing high-quality beauty devices and personal care products. If you are not completely satisfied with your purchase, this policy explains your rights and our return procedures.

By placing an order with Glow Theory SA, you agree to the terms set out below.

1. Change of Mind Returns

If you purchased your order online and wish to return it because you have changed your mind, you may have rights under applicable South African consumer legislation. Any return must comply with the relevant legal requirements. (Acts Online)

To qualify for a return, the item must:

  • Be returned within the applicable legal time period (7 days).

  • Be unused and in its original condition.

  • Include all original accessories, manuals, inserts and packaging.

  • Be accompanied by proof of purchase.

For hygiene, health and safety reasons, Glow Theory SA reserves the right to refuse returns where products have been opened, used, worn, activated or cannot reasonably be resold as new, except where the product is defective or where required by law.

Where a change-of-mind return is permitted by law, the customer is responsible for the direct cost of returning the goods unless otherwise agreed. (Acts Online)

2. Non-Returnable Items

Unless required by applicable law, the following items cannot be returned once opened, used or unsealed:

  • Microneedle Hydrocolloid patches

  • Crystal hair removers that have been used

  • Facial cleansing brushes that have been used

  • Beauty tools that have come into direct contact with skin

  • Personal care products

  • Gift cards

  • Clearance or final sale items

  • Any product marked as non-returnable

3. Damaged, Incorrect or Faulty Orders

Please inspect your order immediately upon delivery.

If you receive:

  • a damaged item,

  • an incorrect item,

  • missing items, or

  • a product that appears defective upon arrival,

please contact us within 7 days of delivery.

To assist us in resolving your claim quickly, please include:

  • your order number;

  • clear photographs of the product;

  • photographs of the packaging; and

  • where applicable, a short video showing the issue.

Claims submitted without sufficient evidence may take longer to process.

4. Defective Products

If a product develops a manufacturing defect, your rights are governed by the Consumer Protection Act.

Where applicable, Glow Theory SA may inspect the returned item to determine whether the issue resulted from:

  • a manufacturing defect;

  • misuse;

  • accidental damage;

  • normal wear and tear;

  • improper storage;

  • unauthorised repairs; or

  • failure to follow the product instructions.

Nothing in this policy limits any rights you may have under the Consumer Protection Act regarding defective goods. (Government of South Africa)

5. Products Not Eligible for Refund

Refunds or replacements will not be provided for products that:

  • have been intentionally damaged;

  • have been misused;

  • have been modified;

  • have been used contrary to the supplied instructions;

  • show normal cosmetic wear;

  • have suffered accidental damage after delivery;

  • have been exposed to water where the product is not advertised as waterproof.

6. Return Approval

Do not return any product without first contacting our support team.

Returns sent without prior approval may be refused and returned to the sender at the sender's expense.

Return instructions will be provided once your request has been reviewed.

7. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to your original payment method.

Original shipping charges are non-refundable unless required by law or where the return results from our error.

Any refund permitted by law may be reduced where goods have been handled beyond what is reasonably necessary to determine their nature or where permitted by applicable legislation.

8. Return Shipping

Unless the product is defective, damaged or supplied incorrectly, customers are responsible for:

  • return courier costs;

  • packaging the product securely; and

  • ensuring the product reaches us safely.

Glow Theory SA is not responsible for items lost or damaged during return transit.

We recommend using a tracked courier service.

9. Proof of Purchase

All returns, refunds and warranty claims require valid proof of purchase.

Glow Theory SA reserves the right to decline claims where proof of purchase cannot be provided.

10. Contact Us

If you need assistance with a return, please contact us before sending any item back.

📧 Email: glowtheorysa@icloud.com

Please include:

  • Order Number

  • Full Name

  • Description of the issue

  • Photos or videos where applicable