Refund policy

Returns & Refund Policy

Last Updated: July 2026

At Beyond Glow, we are committed to providing high-quality beauty accessories and excellent customer service. This Returns & Refund Policy forms part of our Terms and Conditions and complies with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. Our Return Policy

We accept returns only in accordance with this policy and applicable South African law.

If you wish to return an item, please contact us before sending any products back. Unauthorized returns may be refused.

2. Change of Mind Returns

If you purchased your order online, you may have the right to cancel your purchase within the cooling-off period provided by the ECTA.

To qualify:

  • You must notify us within 7 days of receiving your order.

  • The item must be unused.

  • The item must be returned in its original condition.

  • All original packaging, accessories, manuals and inserts must be included.

  • Products must not show signs of use, wear, damage or alteration.

Where permitted by law, the customer is responsible for the direct cost of returning the goods.

Original delivery charges are non-refundable unless required by law.

Refunds will only be processed once the returned item has been inspected.

3. Hygiene Products

For the protection of all customers, certain products cannot be returned once opened or used unless they are defective.

These include, but are not limited to:

  • Makeup brushes

  • Beauty sponges

  • Cosmetic puffs

  • Facial cleansing accessories

  • Personal beauty tools

  • Any product that comes into direct contact with the skin or face

If the hygiene seal, protective packaging or original wrapping has been opened, removed or damaged, we reserve the right to refuse the return unless South African law requires otherwise.

4. Faulty, Damaged or Defective Products

If your product arrives damaged, is defective, or develops a fault covered under the CPA, please contact us as soon as reasonably possible.

You may be asked to provide:

  • Your order number

  • Photographs of the product

  • A description of the issue

Where applicable under the CPA, customers may choose between:

  • Repair;

  • Replacement; or

  • Refund.

Returned products will be inspected to confirm the reported fault.

This does not apply to damage resulting from:

  • Accidental damage

  • Improper use

  • Abuse

  • Neglect

  • Misuse

  • Unauthorized modifications

  • Failure to follow care instructions

  • Normal wear and tear

5. Non-Returnable Items

Unless defective or otherwise required by law, we do not accept returns for:

  • Used beauty accessories

  • Opened hygiene products

  • Gift cards

  • Clearance or final sale items marked as non-returnable

  • Products damaged by the customer

  • Products missing original packaging or accessories

  • Products returned outside applicable legal or policy timeframes

6. Condition of Returned Products

Returned products must:

  • Be clean and hygienic;

  • Be free from excessive wear or damage;

  • Include all original components;

  • Include any promotional gifts received with the purchase (or their value may be deducted where legally permitted).

Where allowed by law, Beyond Glow reserves the right to deduct a reasonable amount if returned goods have been used beyond what is necessary to determine their nature, characteristics or suitability.

7. Incorrect Orders

If we accidentally send the wrong item, please notify us within 7 days of delivery.

We will arrange the appropriate remedy in accordance with South African consumer law.

8. Refund Processing

Approved refunds will be processed to the original payment method used for the purchase.

Refunds may take several business days to appear depending on your payment provider or bank.

Shipping fees are only refundable where required by law.

9. Return Shipping

Unless the return results from:

  • our error,

  • a defective product,

  • an incorrect product supplied,

the customer is responsible for the cost of returning goods.

Customers remain responsible for returned parcels until safely received by Beyond Glow.

We recommend using a tracked courier service.

10. Refused Returns

We reserve the right to refuse returns where:

  • the product has been used;

  • the product is not in its original condition;

  • hygiene seals have been broken (unless legally returnable);

  • required accessories are missing;

  • the product has been intentionally damaged;

  • fraudulent or abusive return activity is suspected.

Nothing in this policy limits any rights that consumers have under South African law.

11. Exchanges

We currently do not offer direct exchanges.

If eligible, customers may return the item for a refund (where applicable) and place a new order separately.

12. Inspection Process

All returned products undergo inspection before any refund, repair or replacement is approved.

Inspection is carried out solely to verify:

  • product condition;

  • reported defects;

  • completeness of the returned item; and

  • eligibility under this policy and applicable law.

13. Consumer Rights

Nothing in this Returns & Refund Policy limits, excludes or replaces any rights available to consumers under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African legislation.

Where this policy conflicts with mandatory provisions of South African law, the applicable legislation will prevail.

Contact Us

If you need assistance with a return, please contact Beyond Glow Customer Support before sending any items back.

Please include:

  • Your order number

  • Your full name

  • A description of the issue

  • Supporting photographs where applicable