At Gentle Glow, your satisfaction is our priority. We carefully curate and deliver our products to ensure the highest quality. However, if something isn’t right with your order, this policy explains when and how you may request a return, exchange, or refund.
1. Eligibility for Returns
We accept returns or exchanges under the following conditions:
- You received a damaged or defective product.
- You received the wrong item compared to your order.
- The product was lost in transit and confirmed by the courier.
Unfortunately, for hygiene and safety reasons, we cannot accept returns for items that have been opened, used, or unsealed (e.g., body oils, soaps, scrubs, creams) unless they arrived damaged or defective.
2. Timeframe for Returns
- Customers must request a return/refund within 7 days of receiving the order.
- Requests made after this period may not be accepted.
3. Return Process
- Contact Us
- Email us at gentleglow.co@outlook.com with your order number, photos of the product/packaging, and reason for return.
- Approval & Instructions
- Once your request is reviewed, we’ll notify you by email whether your return is approved and provide return shipping instructions if applicable.
- Return Shipping
- For defective/wrong items, Gentle Glow will cover return shipping costs.
- For all other cases (if approved), customers are responsible for return shipping fees.
4. Refunds
- Approved refunds will be processed within 7–14 business days after we receive and inspect the returned item.
- Refunds are issued back to your original payment method (e.g., credit card, online banking, e-wallet).
- If a refund cannot be processed via the original payment method, we may issue store credit or bank transfer.
5. Exchanges
- If you received a damaged, defective, or incorrect item, we will send a replacement product at no extra cost (subject to stock availability).
- If the product is unavailable, you may opt for a refund or store credit.
6. Non-Returnable Items
To ensure safety and hygiene, the following items are non-returnable unless faulty:
- Opened or used bath & body products
- Items purchased on clearance or final sale
- Gift cards and promotional items
7. Order Cancellations
- Orders can only be cancelled if they have not yet been processed or shipped.
- Once your order has been dispatched, cancellation is no longer possible.
8. Contact Us
If you have any concerns regarding your order, please reach out to us:
📧 Email: gentleglow.co@outlook.com
📞 Phone: +6017 413 9934
We’ll do our best to resolve your issue and ensure you feel cared for every step of the way.