Section 01

Overview

At Groomed Glow we want every customer to feel confident and happy with every purchase. Beauty should be a joy — and if something is not right, we are here to fix it with warmth and care.

We offer a 30-day satisfaction guarantee from the date of delivery. We also honour your statutory right to cancel an order within 14 days of receipt under applicable consumer protection law without needing to give a reason.

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 not as described.

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Section 02

Return Eligibility

Before raising a return request, please check that your item meets our conditions below:

✦ Eligible for Return

• Returned within 30 days of delivery

• Item is unused and unopened

• Original packaging intact and sealed

• Proof of purchase provided

• Item arrived damaged or faulty

• Wrong item received

• Product not as described

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✕ Not Eligible for Return

• Returned after 30 days

• Product has been opened or used

• Packaging removed or damaged by customer

• No proof of purchase provided

• Marked as final sale at checkout

• Adverse reaction due to known skin sensitivity

• Items damaged by misuse

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Not sure if your item qualifies? Email us at billionairealvine@gmail.com before sending anything back and we will advise you kindly.

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Section 03

How to Return

Starting a return with Groomed Glow is simple and stress-free. Just follow these steps:

1 Email us to get started

Email billionairealvine@gmail.com with the subject: "Return Request — [Your Order Number]".

2 Share the details

Include your order number, the item you are returning, and your reason. Add photos if the item is damaged or faulty.

3 Receive approval

We will review and respond within 24 hours with return instructions and the return address.

4 Send it back safely

Pack the item securely — especially liquids and serums — and post to the address we provide using a tracked service.

5 Receive your refund

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

Please do not send items back without approval first. Unapproved returns may not be processed and items may be returned to you at your own cost.

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Section 04

Refund Timeline

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

StageTimeframeStatus

Return received and inspected1 – 2 business days after arrivalIn Review

Refund approved and processedWithin 2 business days of inspectionApproved

Refund sent to original payment5 – 10 business days after approvalProcessing

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

Refunds are always returned to the original payment method used at checkout. We cannot issue refunds to a different card or account.

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Section 05

Exchanges

Received the wrong shade or would like to try a different product from our range? We are happy to arrange an exchange within 30 days of delivery, subject to stock availability.

• Email billionairealvine@gmail.com with your exchange request and order number

• Item must be unused, unopened, and in original condition with packaging intact

• If the replacement is a higher price, you will be charged the difference

• If the replacement is a lower price, we will refund the difference

• Exchanges are subject to availability — if your chosen product is out of stock we can offer a refund or store credit

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Out of stock on the product you want? We can issue a store credit valid for 12 months so you can use it when the item is restocked or towards any other product in our collection.

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Section 06

Faulty or Wrong Items

If your product arrives damaged, faulty, or is not what you ordered — we sincerely apologise. This is not the Groomed Glow standard and we will resolve it immediately at no cost to you.

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

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

• We will offer a free replacement or a full refund — your choice entirely

• Return postage is fully covered by Groomed Glow in these cases

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

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

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Section 07

Opened Skincare Products

For hygiene and safety reasons, opened or used skincare products are generally not eligible for return or refund unless they arrive faulty or not as described. We ask that customers:

• Perform a patch test before full application of any new skincare product

• Check the full ingredient list before purchasing if you have known skin sensitivities or allergies

• Contact us before ordering if you have any ingredient concerns — we are happy to help

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If you have experienced an unexpected skin reaction to one of our products, please contact us at billionairealvine@gmail.com. We will review your case individually and do our best to find a fair resolution, as your skin health and trust matter deeply to us.

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Section 08

Sale Items & Bundles

Items purchased during a sale, with a discount code, or as part of a bundle deal are eligible for return under the same standard conditions, unless clearly marked as final sale at checkout.

• Standard sale items — eligible for return within 30 days if unopened and in original condition

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

• Bundle refunds will reflect the discounted price paid, not the original individual prices

• Partial bundle returns may affect bundle pricing — we will advise on a case by case basis

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Section 09

Return Postage

Who covers the cost of return shipping depends on the reason for the return:

Reason for ReturnWho Pays Return Postage

Change of mind — unopened productCustomer pays

Wrong product orderedCustomer pays

Exchange for different productCustomer pays

Product not as describedGroomed Glow pays

Faulty or damaged on arrivalGroomed Glow pays

Wrong item receivedGroomed Glow pays

When return postage is covered by us we will email a prepaid return label. Please use only the label we provide — we cannot reimburse independently arranged return shipping unless agreed in advance.

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Section 10

Late or Missing Refunds

If your refund has not appeared within the expected timeframe, please try these steps before contacting 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

Ask your bank if a refund is pending — there is often a processing period before it shows on your statement.

3 Still nothing? Reach out to us

Email billionairealvine@gmail.com with your order number and we will investigate straight away.

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Section 11

Contact

Questions about a return or refund? We are here and happy to help — kindly and promptly:

• Email: billionairealvine@gmail.com

• Subject line: "Return Request — [Your Order Number]"

• Response time: Within 24 hours, Monday to Friday

• Website: groomedglow.com