Refund policy

Return & Refund Policy

Last updated: May 2026

Thank you for shopping with The Glow Up Lab. We are committed to providing quality products and complying with the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

1. Eligibility for Returns

Due to the personal-use and hygiene nature of mini portable hair straighteners, returns are only accepted under the conditions set out below.

You may qualify for a return, repair, replacement, or refund if:

  • The product is defective, damaged, unsafe, or not functioning correctly upon normal use;
  • The incorrect item was delivered;
  • The item was damaged during delivery;
  • The product materially differs from its description;
  • The return qualifies under South African cooling-off laws for online purchases.

Items returned must include:

  • Proof of purchase;
  • All accessories, charging cables, manuals, and packaging where reasonably possible.

2. Cooling-Off Period for Online Orders

If your purchase was made online, you may cancel the order within 7 days after receiving the product in accordance with the ECTA cooling-off provisions.

Conditions:

  • The item must be unused, hygienic, clean, and in resellable condition;
  • The customer is responsible for direct return courier costs unless the item is defective or incorrect;
  • Refunds will only be processed once the item has been inspected and approved.

The Glow Up Lab reserves the right to deduct a reasonable handling or restoration fee where permitted by law if the product has been opened, used excessively, damaged, or is not returned in its original condition.

3. Defective Products

In accordance with Section 56 of the Consumer Protection Act, defective products may be returned within 6 months of delivery.

If the product is confirmed to be defective under normal intended use, you may choose one of the following remedies:

  • Repair;
  • Replacement;
  • Refund.

The Glow Up Lab reserves the right to inspect and test the product before approving a refund, replacement, or repair request.

A product will not be regarded as defective where:

  • Damage resulted from misuse, negligence, abuse, improper storage, liquid damage, accidental damage, power surges, or unauthorized modifications;
  • The product was used contrary to instructions;
  • Normal wear and tear occurred;
  • The issue relates to personal preference or buyer’s remorse rather than an actual defect.

4. Hygiene & Safety Restrictions

For hygiene and personal-care safety reasons, The Glow Up Lab may refuse returns of:

  • Used hair tools showing signs of hair, residue, cosmetic products, burns, tampering, or misuse;
  • Products not properly cleaned before return;
  • Products damaged due to incorrect voltage usage, misuse, or unauthorized repair attempts.

This does not limit any rights you may have under South African consumer law regarding defective products.

5. Non-Returnable Situations

Returns or refunds will not be accepted for:

  • Change of mind after significant use;
  • Products purchased incorrectly by the customer;
  • Minor cosmetic packaging damage that does not affect functionality;
  • Clearance, sale, promotional, or discounted items marked “final sale” where legally permitted;
  • Failure to follow operating instructions.

6. Return Process

To request a return:

  1. Contact The Glow Up Lab within the applicable return period;
  2. Provide your order number, proof of purchase, and clear photos/videos of the issue;
  3. Await return approval and instructions before shipping any product.

Unauthorized returns may be refused.

For defective items, return shipping may be covered by The Glow Up Lab where required by law.

7. Refunds

Approved refunds will be processed to the original payment method within a reasonable period after inspection and approval of the returned item.

The Glow Up Lab may refuse refunds where:

  • Fraudulent claims are suspected;
  • The returned product is materially different from what was supplied;
  • The product has been intentionally damaged or altered.

8. Limitation of Liability

To the maximum extent permitted by South African law:

  • The Glow Up Lab’s liability is limited to the purchase price paid for the product;
  • The Glow Up Lab is not liable for indirect, incidental, or consequential damages arising from misuse or unauthorized handling of the product;
  • Customers use heated electrical products at their own risk and must follow all safety instructions provided.

Nothing in this policy limits any mandatory consumer rights under South African law.