Refund policy

We want you to love your purchase. Because skincare is hygienic & seal-sensitive, our return rules balance safety and fairness.

Return Window

  • Damaged/Leaking/Incorrect/Expired items: Report within 48 hours of delivery.

  • Unopened & unused items (change of mind): Return within 7 calendar days of delivery.

  • Allergic reactions/irritation: See Section 9.

Eligibility Conditions

  • Items must be unused, unopened, and in original, undamaged, tamper-evident packaging with all inserts and gifts.

  • Sets/Bundles/BOGO: Must be returned as a complete set.

  • Proofs required: Order #, photos of box/labels/batch codes; for damage/leakage we recommend an unboxing video taken at first opening.

Non-Returnable Items

  • Opened/used items (except allergic-reaction cases below).

  • Items without original packaging/seals, trial sachets/freebies, or clearance/sale items marked “Final Sale”.

  • Items damaged due to misuse, improper storage, or water/heat exposure after delivery.

Return Options

  • Replacement: Same item re-shipped (subject to stock).

  • Exchange: Another item of equal/greater value (pay difference).

  • Refund: To original method (prepaid) or bank transfer/store wallet for COD orders. Shipping/COD fees are non-refundable unless the error is ours.

How to Start a Return

  1. Contact support@nglow.co or WhatsApp 03256490909 within the applicable window.

  2. Share Order #, reason, and required photos/video.

  3. Our team will approve and provide a return label or pickup instructions.

  4. Pack securely; include everything received (gifts/inserts).

  5. Once the item passes Quality Check (QC), we’ll process your replacement/exchange/refund.

Timelines: QC & processing usually within [2–4] business days of receipt; refunds within [5–7] business days thereafter (bank processing may vary).

Damaged, Leaking, Incorrect, or Expired Items

  • Report within 48 hours with photos/video of the outer box, inner packaging, labels, and seals.

  • After verification, we will replace or refund in full, including shipping fees.

Refused / Undeliverable / RTO (Return to Origin)

  • If a COD order is refused, unreachable, or undeliverable after courier attempts, it returns to us (RTO).

  • We may charge actual two-way shipping and COD handling fees on future reshipments. Repeated refusals may lead to prepaid-only status.