Returns & Refunds
Glow SkinCo – Refunds & Returns Policy
At Glow SkinCo, we are committed to providing high-quality skincare products and clear, fair customer service. This policy explains your rights and our obligations under Australian Consumer Law (ACL).
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund if a product:
▪️ Is faulty or defective
▪️ Is unsafe
▪️ Is not as described
▪️ Has a major failure
If the issue is minor, we may choose to repair, replace, or refund the product.
If the issue is major, you are entitled to choose a refund or replacement.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
2. 60-Day Glow Guarantee
Glow SkinCo offers a 60-Day Money-Back Guarantee on eligible products.
To qualify:
▪️ You must contact us within 60 days of delivery
▪️ The product must be used as directed
▪️ A brief explanation of the issue must be provided
This guarantee is offered in addition to your rights under Australian Consumer Law.
3. Requirement to Contact Us First
Customers must contact Glow SkinCo directly before:
▪️ Requesting a refund or replacement
▪️ Returning a product
▪️ Initiating a payment dispute or chargeback
This allows us to assess the issue and provide a resolution in accordance with Australian Consumer Law.
Failure to contact us first may result in the claim being declined if no evidence of a fault or issue is provided.
4. How to Request a Refund or Return
Please contact our support team at:
Include:
▪️ Your order number
▪️ A clear description of the issue
▪️ Photos or videos if the issue relates to damage, defect, or malfunction
5. Change of Mind Purchases
Glow SkinCo does not offer refunds for change-of-mind purchases, including:
▪️ Ordering the wrong product
▪️ Deciding you no longer want the item
▪️ Failure to read product descriptions or instructions
This is permitted under Australian Consumer Law.
6. Hygiene & Personal Care Products
For hygiene and safety reasons, we cannot accept returns of opened or used skincare products, unless the product is confirmed to be faulty or defective.
7. Return Conditions
If a return is approved:
▪️ The item must be returned in original packaging where possible
▪️ Return shipping costs may apply unless the product is faulty
▪️ Returns sent without prior approval may not be accepted
Return instructions will be provided once approval is granted.
8. Refund Processing
Approved refunds will be issued to the original payment method.
Please allow:
▪️ 3–5 business days for processing
▪️ Additional time for banks or payment providers to finalise the transaction
9. Shipping & Delivery Issues
Once an order has been dispatched, delivery timeframes are estimates only.
Glow SkinCo is not responsible for:
▪️ Delays caused by carriers, customs, or events outside our control
If an order is confirmed as lost in transit, we will offer a replacement or refund.
10. Incorrect or Changed Delivery Address
It is the customer’s responsibility to ensure all delivery details are correct at checkout.
Glow SkinCo is not responsible for:
▪️ Orders delivered to an incorrect or incomplete address provided by the customer
▪️ Orders delayed, returned, or lost due to incorrect address details
▪️ Address changes requested after an order has been processed or shipped
If an order is returned due to an incorrect or incomplete address:
▪️ Re-shipping fees may apply
▪️ Refunds (if approved) may exclude original shipping costs
This does not affect your rights under Australian Consumer Law where the error is due to our fault.
11. Chargebacks & Payment Disputes
Initiating a chargeback or payment dispute without contacting Glow SkinCo first may be considered process abuse.
We reserve the right to submit evidence including:
▪️ Customer communication history
▪️ Delivery confirmation
▪️ Store policies
Unsubstantiated chargebacks may be formally disputed.
12. Free Gifts & Promotional Offers
From time to time, Glow SkinCo loves to surprise our customers by including complimentary free gifts with select promotions. These gifts are added as a bonus thank-you and are available while stocks last.
Due to high demand, free gift items may occasionally become unavailable. When this happens, we may substitute the free gift with another promotional item, or remove the free gift from the order altogether. Free gifts are selected at our discretion and are provided at no additional cost.
Please note that free gifts are a complimentary extra and are not part of the purchased products within your order. As such, the availability, substitution, or absence of a free gift does not affect the purchased items or qualify for refunds, exchanges, or compensation.
Glow SkinCo reserves the right to change, substitute, or end free gift promotions at any time without prior notice.
We appreciate your understanding and hope you enjoy these little extras whenever they’re available.
13. Policy Updates
Glow SkinCo reserves the right to update this policy at any time.
The version published on our website at the time of purchase applies.