Refund policy

Glowup Studio Returns, Refunds and Exchanges Policy

1. Introduction

At Glowup Studio, we want our customers to shop with confidence. This Returns, Refunds and Exchanges Policy explains your rights and our procedures regarding returns, refunds, replacements, and exchanges.

Nothing in this Policy limits or excludes any rights that consumers may have under applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

2. Change-of-Mind Returns (14-Day Return Policy)

Glowup Studio offers customers a voluntary 14-day return period for eligible products.

If you are not satisfied with your purchase, you may request a return within fourteen (14) calendar days of receiving your order, provided that:

  • The item is unused and unworn;

  • The item is in its original condition;

  • All original packaging, tags, labels, accessories, manuals, and inserts are included;

  • The item is not damaged, altered, washed, or modified in any way;

  • Proof of purchase is provided.

Customers are responsible for all return shipping and handling costs for change-of-mind returns.

Original shipping fees paid at checkout are non-refundable.

Returns received that do not meet the above requirements may be declined or may qualify only for a partial refund where permitted by law.

3. Non-Returnable Items

Unless defective or required by law, the following items cannot be returned or exchanged:

  • Custom-made or personalised products;

  • Gift cards, vouchers, and store credit;

  • Digital products or downloadable content;

  • Products marked as final sale, clearance, liquidation, or non-returnable;

  • Opened hygiene, beauty, cosmetic, skincare, personal care, or wellness products;

  • Any product that has been used, opened, tampered with, or is not in a resalable condition.

Glowup Studio reserves the right to determine whether a returned item remains in a resalable condition.

4. Faulty, Defective or Damaged Products

If a product is defective, unsafe, damaged on arrival, or does not perform as reasonably expected, customers may be entitled to remedies under the Consumer Protection Act.

Customers should notify Glowup Studio as soon as reasonably possible after discovering the issue and provide:

  • The order number;

  • A description of the problem;

  • Clear photographs or videos where applicable.

Where a defect is confirmed, Glowup Studio may, in accordance with applicable law:

  • Repair the product;

  • Replace the product; or

  • Provide a refund.

We reserve the right to inspect returned products before approving a remedy.

5. Incorrect Orders

If you receive the wrong item, missing items, or an incomplete order, please contact us within forty-eight (48) hours of delivery.

Where the error is confirmed, Glowup Studio will arrange the appropriate replacement, correction, or refund at our expense.

6. Return Approval Process

All returns require prior approval.

To request a return, customers must contact:

Email: [YOUR EMAIL ADDRESS]

Please include:

  • Full name;

  • Order number;

  • Contact details;

  • Reason for the return;

  • Supporting photographs if applicable.

Returns sent without prior authorisation may be refused.

7. Refund Processing

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

Approved refunds will be processed to the original payment method used for the purchase.

Glowup Studio may withhold a refund until the returned goods have been received and inspected.

Refund processing times may vary depending on your payment provider or financial institution.

8. Exchanges

Exchanges are subject to stock availability.

Where an exchange is requested for a change of mind, customers will be responsible for all associated shipping costs.

If a replacement product costs more than the original purchase, the customer will be required to pay the difference before shipment.

9. Refusal of Returns

Glowup Studio reserves the right to refuse returns, refunds, or exchanges where:

  • Proof of purchase cannot be provided;

  • The return request falls outside the applicable return period;

  • The product has been used, damaged, altered, or improperly handled;

  • Fraudulent activity is suspected;

  • The return does not comply with this Policy.

10. Contact Us

For all return, refund, or exchange enquiries, please contact:

Glowup Studio
Email: admin@glowupstudio.co.za

We aim to respond to all enquiries within 2 business days.