At The Glow Theory, we stand behind the quality of our products. This policy outlines our procedures for returns and refunds to ensure a transparent experience for our customers. This policy applies to all purchases made on theglowtheory.beauty.

1. Return Window

We accept return requests within 30 calendar days from the date your order was delivered. If 30 days have passed since your delivery, we unfortunately cannot offer a refund or exchange.

2. Return Eligibility and Conditions

To be eligible for a return, items must meet the following criteria:

• The item must be unused, unworn, and in the same condition that you received it.
• The item must be in its original packaging.
• The item must be in resalable condition, free from stains, odors, or damage.
• A valid proof of purchase (order number or email confirmation) is required.

Hygiene Exemptions: Due to health and safety regulations, items cannot be returned once the original hygiene seal is broken or the item has been used, unless the product is faulty or incorrect.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at andrea@theglowtheory.beauty.

• For faulty or incorrect items, The Glow Theory will cover the cost of return shipping and provide a prepaid shipping label.
• We will provide a full refund or a replacement at no additional cost to you.

4. Return Shipping Costs and Restocking Fees

• Change of Mind Returns: For standard returns (change of mind, size preference, etc.), the customer is responsible for paying all return shipping costs. Shipping costs are non-refundable.
• Restocking Fees: The Glow Theory does not charge a restocking fee for returned items that meet the eligibility criteria.

5. The Return Process

To initiate a return, please follow these steps:

1. Request Authorization: Email eandrea@theglowtheory.beauty with your order number and the reason for the return.
2. Receive RAN: If your return is approved, we will provide a Return Authorization Number (RAN) and the return shipping address. Do not ship items back without a RAN, as they will not be processed.
3. Packaging: Securely package the item in its original packaging and clearly include your RAN inside the package.
4. Tracking: We strongly recommend using a trackable shipping service. The Glow Theory Lab is not responsible for items lost or damaged in transit back to our facility.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed to your original method of payment.
• Processing Time: Refunds are processed within 5 business days of receiving the returned item. Please note that your bank or credit card company may take an additional 3–7 business days to post the refund to your account.

7. Exchanges

We do not offer direct exchanges. To ensure you receive the desired item as quickly as possible, please follow the return process for a refund and place a new order for the replacement item separately.

8. Non-Returnable Items

The following items are not eligible for return:

• Gift cards
• Items marked as "Final Sale" or "Clearance" at the time of purchase
• Personalized or custom products

9. Contact Information

For all questions regarding returns and refunds, please contact our support team:

• Email: andrea@theglowtheory.beauty
• Physical address: 4/17 Auburn Street,
                                Grafton,
                                Auckland, 1023, 
                                New Zealand