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Refund Policy

Section 01

Overview

At PureGlow Global Health, your satisfaction is our greatest priority. We stand behind every product we create and offer a straightforward 30-day return and refund policy so you can shop with complete confidence and peace of mind.

If for any reason you are not 100% satisfied with your purchase, we are here to help — no judgment, no fuss, just pure care.

You have 30 days from the date of delivery to request a return or refund. After 30 days, we are unable to offer a refund or exchange unless the item is proven to be faulty or damaged due to our error.

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Section 02

Return Eligibility

To be eligible for a return or refund, please review the conditions below carefully before reaching out to us:

✦ Eligible for Refund

  • Returned within 30 days of delivery

  • Item is unused and unopened

  • Item is in its original packaging

  • Proof of purchase is provided

  • Item arrived damaged or defective

  • Wrong item was sent to you

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✗ Not Eligible for Refund

  • Returned after 30 days of delivery

  • Item has been opened or used

  • Original packaging has been removed

  • No proof of purchase available

  • Change of mind after opening

  • Items marked as final sale

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If you are unsure whether your item qualifies, please contact us at sarahmotloutsi844@gmail.com before sending anything back and we will gladly advise you.

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Section 03

How to Request a Refund

Requesting a refund with PureGlow is simple and stress-free. Just follow these five easy steps:

1 Email us to start your request

Send an email to sarahmotloutsi844@gmail.com with the subject line: "Refund Request – [Your Order Number]".

2 Include all necessary details

Share your order number, the item you wish to return, and your reason for the return. If the item is damaged, please attach clear photos.

3 Wait for our approval

Our team will review your request and respond within 24 hours with return instructions and next steps.

4 Ship the item back to us

Once approved, securely repackage the item and send it to the address we provide. We recommend using a tracked delivery service.

5 Receive your refund

Once we receive and inspect the returned item, your refund will be processed within 5 to 10 business days.

Please do not send items back without prior approval from our team. Unapproved returns may not be processed and items may be returned to you at your own expense.

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Section 04

Refund Timeline

Once we receive your returned item, here is exactly what to expect at each stage of the process:

StageTimeframeStatus

Return received and inspected by our team1 – 2 business days after arrivalIn Review

Refund approved and initiatedWithin 2 business days of inspectionApproved

Refund processed to original payment method5 – 10 business days after approvalProcessing

Refund visible in your accountUp to 10 business days (bank dependent)Complete

All refunds are returned to the original payment method used at checkout. We are unable to issue refunds to a different card, account, or payment method.

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Section 05

Exchanges

We are happy to exchange an item for a different variant — such as a different scent, size, or product — within 30 days of delivery, subject to stock availability at the time of your request.

  • Contact us at sarahmotloutsi844@gmail.com with your exchange request and order number

  • Items must be unused, unopened, and returned in their original packaging

  • If the exchanged item is of a higher value, you will be invoiced for the difference

  • If the exchanged item is of a lower value, the difference will be refunded to you

  • Exchanges are subject to stock availability at the time of the request

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If your preferred item is out of stock, we can issue a PureGlow store credit valid for 12 months, so you can shop for it when it becomes available again.

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Section 06

Faulty or Wrong Items

If you receive a faulty, damaged, or incorrect item, we sincerely apologise. This is not the PureGlow standard and we will resolve it for you immediately with no inconvenience to you.

  • Contact us within 48 hours of receiving the item at sarahmotloutsi844@gmail.com

  • Include your order number and clear photographs of the fault or incorrect item

  • We will arrange a free replacement or issue a full refund — your choice

  • Return postage will be fully covered by PureGlow Global Health in these cases

  • In most cases of damage or fault, you will not be required to return the item

Please do not discard damaged packaging or products before contacting us. Photographs of the damage are required to process your claim. Claims submitted without supporting evidence may unfortunately not be approved.

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Section 07

Sale & Promotional Items

Items purchased during a sale event or with a promotional discount code are eligible for return and refund under the same standard conditions, unless they are clearly marked as final sale at the time of purchase.

  • Standard sale items — eligible for refund within 30 days if unused and in original packaging

  • Final sale items — clearly marked at checkout and are not eligible for return or refund

  • Discount codes do not affect refund eligibility unless stated in the specific promotion terms

  • Refunds on discounted items will reflect the amount you actually paid, not the original retail price

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Section 08

Return Shipping Costs

Who is responsible for return shipping costs depends on the reason for the return. Please see the table below for a clear breakdown:

Reason for ReturnWho Covers Return Shipping

Change of mind on unused itemCustomer's responsibility

Item not as describedPureGlow covers the cost

Damaged or defective item receivedPureGlow covers the cost

Wrong item receivedPureGlow covers the cost

Exchange for a different variantCustomer's responsibility

When return shipping is covered by PureGlow, we will email you a prepaid shipping label. Please use only the label provided — we are unable to reimburse independently arranged return shipping unless agreed upon in writing beforehand.

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Section 09

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please follow these steps before reaching out to us:

1 Check your bank account

Refunds can take 5 to 10 business days to appear depending on your bank or card provider.

2 Contact your bank directly

There is often a processing period before a refund appears. Your bank can confirm whether a refund is pending.

3 Contact the PureGlow team

If you have completed both steps above and still have not received your refund, email us at sarahmotloutsi844@gmail.com and we will investigate immediately.

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Section 10

Contact Us

For any refund or return related queries, our team is ready to assist you with warmth, care, and efficiency. Please include your order number in all correspondence for faster support:

We are committed to resolving all refund and return requests fairly, efficiently, and with the genuine care that every PureGlow customer deserves.

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