Return, Exchange & Refund Policy

Effective date: [01 09 2025]

  • This policy is designed for Australian customers and complies with the Australian Consumer Law (ACL). It does not limit your rights under the ACL.
Who does this apply to:
  • Purchases made from Glowdy Au via our website https://glowdy.au/ and our physical store at Shop 10 – 200 Bourke Street, Melbourne 3000 (MidCity, G Floor).
  • Proof of purchase (order confirmation, receipt, or bank statement) is required for all requests.
Your rights under the Australian Consumer Law (ACL)

Suppose a product has a major fault (e.g., unsafe, significantly different from the description/sample, or cannot be fixed within a reasonable time). In that case, you’re entitled to choose a refund or replacement.
If a product has a minor fault, we may repair, replace, or provide a refund within a reasonable timeframe.
We cover all reasonable return shipping costs for faulty/misdescribed items.

Nothing in this policy limits your statutory rights.

Change‑of‑Mind returns (non‑faulty items)

We understand sometimes things don’t work out. For change‑of‑mind:

  • Timeframe: Return request must be lodged within 7 days of delivery/purchase.
  • Condition: Items must be unused, unopened, and in resalable condition with original tags/packaging.
  • Outcome:
    • Apparel & accessories: exchange or store credit.
    • Cosmetics/skincare: unopened and sealed only for hygiene reasons; store credit only.
  • Fees: Customer pays return postage and any redelivery costs.
  • Exclusions: See “Non‑returnable items” below.
Exchanges (size/colour)
  • Timeframe: Request within 7 days of delivery/purchase.
  • Condition: Unworn, unwashed, with original tags/packaging.
  • Process: We recommend purchasing the new size/colour and returning the original for a credit to avoid sell‑outs.
Non‑returnable items (unless faulty)

For hygiene/safety and statutory reasons, we cannot accept change‑of‑mind returns on:

  • Opened or used cosmetics, skincare, body, and lip products; items with broken seals or removed protective films.
  • Earrings/pierced jewellery and personal care tools that contact skin (e.g., lash curlers).
  • Undergarments, bodysuits, socks, and similar intimates.
  • Final‑sale/clearance items clearly marked as such at purchase.
  • Gift cards.
Bundles, gifts, and promotions
  • Bundle sets: All items in a bundle must be returned together (unused) for change‑of‑mind. Partial returns may reduce the credit by the undiscounted value of the kept item(s).
  • Free gifts/GWP: Must be returned unused if the associated order is returned; otherwise we may deduct the gift’s value.
  • Buy‑one‑get‑one/discounted second item promos: Returning one item may forfeit the promotion; your refund/credit will be recalculated at the full price of the item kept.
Return outcomes & processing
  • Refunds: Issued to the original payment method for faulty items or where required by the ACL. Shipping fees are non‑refundable unless the entire order is faulty/misdescribed.
  • Store credit: Issued via digital voucher with [expiry, e.g., 3 years] validity.
  • Processing time: Please allow 3–5 business days from receipt of the return at our facility for inspection and processing.
How to lodge a return
  1. Submit a request: Email glowdy.au@gmail.com with your order number, item(s), reason, and photos/videos if there is a fault, transit damage, or mispick.
  2. Approval & instructions: We’ll confirm eligibility and send you a Return Authorisation (RA) number and instructions. Unauthorised returns may be refused.
  3. Pack securely: Use the original packaging where possible. Include your name, order number, and RA number.
  4. Ship the item(s):
    • Faulty/misdescribed: We will provide a prepaid return label or reimburse reasonable postage upon proof.
    • Change of Mind: You are responsible for the return postage; we recommend using a tracked service (like AuPost).
  5. Assessment & outcome: We’ll inspect on arrival and issue the applicable refund, exchange, or credit.
Transit damage & wrong item received
  • Timeframe to notify: Within 48 hours of delivery (based on tracking).
  • What to send: Photos of the packaging, shipping label, and affected items. Please retain all packaging until we confirm the next steps.
Click & Collect / In‑store purchases
  • Please bring the item(s), your receipt, and a valid photo ID. Returns follow the same rules as above. Refunds for card purchases may be processed back to the original card.
Order cancellations & address errors
  • We begin processing orders quickly. If you need to cancel or edit an address, contact us ASAP. If the order has shipped, standard return rules apply.
  • Parcels returned to sender due to incorrect/undeliverable addresses may incur re‑shipping fees.

Innove ships worldwide to over 100 countries. Outside the US all shipments are DDU (Delivered Duty Unpaid). Risk of loss and title for merchandise shipped will pass to you upon our delivery to the carrier. Orders may be subject to import customs taxes, fees, and duties, which are levied once a shipment reaches your country. Customers are responsible for all customs clearance charges and local import charges (import duty, tax, etc) if any. Please verify with the local customs office before purchasing as customs policies vary widely. In the event that a package is undeliverable and the purchase is returned, the customer will be responsible for all return shipping costs. Be aware that cross-border shipments are subject to opening and inspection by customs authorities.