Refund and cancellation policy

1. Cancelling an order

You can cancel any order that has not yet been dispatched, for any reason, and we will refund you in full — including the delivery fee. Email hello@glowbyglover.com with your order reference as soon as you can.

Once an order is with our delivery partner we can no longer stop it. At that point it falls under the return rules below.

2. What you can return

Tell us within 7 days of delivery if your order:

• arrived damaged, leaking or broken;
• is not the product you ordered;
• is missing an item you paid for;
• is faulty, or past its expiry date on arrival.

In every one of those cases the mistake is ours, so we cover it completely. You choose a replacement or a full refund, and you never pay to send anything back.

3. What we cannot take back

We cannot accept returns of cosmetics, skincare or fragrance that have been opened, used, or had their seal broken. Personal-care products cannot be resold once opened, and accepting them back would put other customers at risk. This is standard practice for beauty retailers everywhere.

We also cannot refund:

• a product simply because you changed your mind after opening it;
• a reaction to an ingredient listed on the packaging — please patch-test anything new, and ask us first if you are unsure;
• a shade, scent or texture that did not suit you, once opened;
• anything reported to us more than 7 days after delivery.

If you are unsure whether something will suit you, message us before you buy. We would much rather help you choose the right product than process a return.

4. How to start a return

1. Email hello@glowbyglover.com within 7 days of delivery.
2. Include your order reference, what is wrong, and a photograph of the item and its packaging. The photo usually settles it immediately.
3. We will reply within 2 working days telling you what happens next.
4. Keep the item and its packaging until we have confirmed — please do not send anything back before we ask you to.

5. How refunds are paid

Approved refunds go back to the original payment method — the same card or the same mobile money wallet you paid from. We cannot refund to a different account, because the refund is processed through the original transaction.

We submit the refund within 2 working days of approving it. After that the timing is with your bank or mobile money provider: mobile money is usually same-day to 3 working days, and cards typically take 5 to 10 working days to appear on a statement.

Where only part of an order is affected, we refund that part plus a fair share of the delivery fee.

6. Who pays for return delivery

We do, whenever the item was damaged, faulty, incorrect or missing. Where a return is agreed for any other reason, the return delivery cost is yours.

7. Late or missing deliveries

If your order has not arrived within the timeline on our delivery policy, contact us and we will chase it with our delivery partner. If it turns out to be lost, we will replace it or refund you in full — that is our responsibility, not yours.

8. Questions

Email hello@glowbyglover.com or use our contact page. We read everything and we would always rather hear about a problem than not.