Refund policy
Last updated: 7 September 2026
Returning an unopened item
You have 7 days from the day your order is delivered to request a return. To be accepted, the item must be unused, unopened, with its outer seal and any shrink wrap intact, and in its original packaging with all inserts and free gifts included.
Start a return by emailing [returns@glowhausafrica.com] or messaging us on WhatsApp at +233 549574576 with your order number and a photo of the item. We will confirm whether the return is approved and give you the return address before you send anything. Items sent back without prior approval cannot be refunded.
Return delivery is arranged and paid for by you unless the return is our error. We recommend a trackable courier, because we can only refund items that reach us. Items that arrive back damaged, opened, or missing packaging will not be refunded.
Damaged, faulty, wrong or missing items
Check your order as soon as it arrives. If anything is broken, leaking, expired, not what you ordered, or missing from the parcel, contact us within 48 hours with your order number and photos of the item and the outer packaging.
Where the fault is ours, we will replace the item or refund it in full, including any delivery you paid, and we arrange and pay for collection. You will never pay return delivery on an error we made.
Items we cannot accept back
- Any skincare product that has been opened, unsealed or used
- Any makeup product that has been swatched, applied or had its applicator used
- Beauty tools and applicators, including sponges, brushes, puffs and lash items, once unsealed
- Gift cards, store credit and digital products
- Items marked final sale, clearance or bundle-only at the time of purchase
- Free gifts and items received as part of a promotion, unless the paid item is also being returned
This does not affect your rights in respect of goods that are faulty, expired or not as described.
Refunds
Once your return reaches us, we inspect it within 2 business days and email you the outcome. Approved refunds are issued to your original payment method within 5 to 10 business days, or as store credit immediately if you prefer. Mobile money and card refunds can take additional time to appear depending on your provider, and that part sits outside our control.
Original delivery charges are not refunded on change-of-mind returns. They are refunded in full where the return is our error.
Exchanges
The fastest way to exchange an item is to return the original for a refund or store credit and place a new order for what you actually want, so you are not waiting on stock.
Order cancellations
You can cancel an order for a full refund at any point before it is dispatched. Once your parcel has left us, the return terms above apply. Email [returns@glowhausafrica.com] as quickly as you can and we will do our best.
Talk to us first
If something about your order is not right, tell us before you leave a review or dispute a payment. Most things are fixable. Email [care@glowhausafrica.com] and we will respond within 1 business day.
