Last updated: July 23, 2026
At Glad2Glow, we want every customer to be satisfied with their purchase. Please review the following terms before requesting a return or refund.
30-Day Return Policy
You may request a return within 30 days after receiving your order.
To qualify for a return:
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The product must be unused, unopened and in its original packaging.
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Proof of purchase or the order number must be provided.
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You must contact us before sending the product back.
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Return shipping costs are the responsibility of the customer unless the item is damaged, defective or incorrect.
For hygiene and safety reasons, opened or used cosmetic products cannot be returned unless they are damaged, defective or incorrect.
Returns sent without prior authorization may not be accepted or processed.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item, contact us within seven days after delivery.
Please provide:
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Your order number.
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A description of the problem.
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Clear photos or videos showing the product, packaging and shipping label.
Once the issue has been verified, we may provide a replacement or issue a full refund to the original payment method at no additional cost.
Refunds
After receiving and inspecting an eligible return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. The time required for the refund to appear in your account depends on your bank or payment provider.
Original shipping charges and return shipping costs are non-refundable unless the return results from a damaged, defective or incorrect item.
Exchanges
We do not offer direct product exchanges. If you receive a damaged, defective or incorrect item, we may provide a replacement or refund after verification.
Order Cancellations
Please check your order information carefully before completing your purchase.
Cancellation requests are not guaranteed because orders may be processed shortly after placement. If your order has already been processed or shipped, it cannot be cancelled.
Lost or Delivered-but-not-Received Packages
If your tracking information shows no movement, please contact the shipping carrier first using your tracking number.
If the tracking information shows that your package has been delivered but you have not received it, you must contact both the shipping carrier and Glad2Glow within two calendar days (48 hours) of the recorded delivery time.
Please provide your order number, tracking number and any information supplied by the carrier.
Requests submitted more than two calendar days after the recorded delivery time will not be eligible for a lost-package investigation, replacement or refund, except where otherwise required by applicable law.
Customs Taxes and Duties
Customers are responsible for customs taxes, import duties, value-added tax and other charges imposed by the destination country.
These charges are not included in the product price or shipping fee unless expressly stated during checkout.
Customs Refusal
We are not responsible for packages rejected by customs because of unpaid duties, restricted items, incorrect customer information or other circumstances outside our control.
If a refused package is returned to us, any refund will be assessed after the package has been received and inspected. Original shipping costs, return shipping costs, customs charges and related fees may be deducted from the refund.
Contact Information
To request a return or obtain assistance, contact us before sending any products.
Legal business name: Hong Kong Pure Glow Limited
Trading name: Glad2Glow
Email: cs@glad2glow.com
Website: https://glad2glow.com
Registered business address: RM C306, OFFICE 26, 6/F, MEGA CUBE, NO. 8 WANG KWONG ROAD, KOWLOON BAY, KOWLOON, HONG KONG
The registered business address is not automatically a return address. Please obtain return instructions from customer support before sending a package.
