Refund policy

At Glow Theory, we want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so that we can assist you.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us with your order number and clear photographs of the item and packaging.

We will assess the issue and, where applicable, arrange a replacement, repair or refund in accordance with your rights under South African consumer law.

Under the Consumer Protection Act, defective or unsafe goods may generally be returned within six months of delivery, subject to the requirements of the Act. Where applicable, the consumer may choose the appropriate remedy provided by the Act. 

Government of South Africa

Change of mind

If you simply change your mind about a purchase, returns will be considered only where permitted by applicable law and where the product is eligible for return.

Items must be unused, undamaged and in their original condition and packaging where applicable.

Some products may not be suitable for return for health, hygiene or other legal reasons once opened or used.

Refunds

Once your return has been received and assessed, we will notify you whether your refund has been approved.

Where a refund is approved, the refund will be processed using the original payment method where reasonably possible.

Please allow reasonable processing time for the refund to reflect in your account, depending on your payment provider or bank.

Return shipping

Where an item is returned because it is defective, damaged or incorrectly supplied, Glow Theory will handle the return in accordance with applicable consumer law.

For other eligible returns, return delivery costs may be the customer's responsibility where permitted by law.

How to request a return

To request a return or report a problem with your order, please contact us with:

1. Your order number

2. Your name

3. A description of the issue

4. Clear photographs where applicable

Please do not send an item back before contacting us and receiving return instructions.

Glow Theory reserves the right to assess each return request in accordance with this policy and applicable South African law.

Nothing in this policy limits any rights you have under the Consumer Protection Act or other applicable legislation.