Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility.

For hygiene and safety reasons, cosmetics and skincare products must be unopened, unused, and in their original sealed packaging to be eligible for a return. You'll also need the receipt or proof of purchase. Opened or used beauty products cannot be returned — unless they arrived defective, damaged, or incorrect, in which case we'll always make it right (see "Damages and issues" below).

How to start a return.

The fastest way is through your account: click the profile icon in the store's menu, log in with your email (we'll send you a six-digit code — no password needed), open the order, and click Request return. You can also email us at support@freshglowup.com. Please don't send items back before your return is accepted — returns sent without an approved request will not be accepted.

If your return is accepted, we'll email you instructions on how and where to send your package, including the return address and a return shipping label where applicable.

You can always contact us with any return question at support@freshglowup.com.

Damages and issues.

Please inspect your order upon reception and contact us immediately — with photos if possible — if an item is defective, damaged, or if you received the wrong item. We'll evaluate the issue and make it right with a replacement or refund; the hygiene seal rule does not apply in these cases.

Exceptions / non-returnable items.

Gift cards cannot be returned. If you have questions about a specific item, please get in touch before requesting a return.

Exchanges.

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be unopened, unused, and in its original sealed packaging, and you'll need the receipt or proof of purchase.

Refunds.

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, contact us at support@freshglowup.com.