Refund Policy

REFUND POLICY
This Refund Policy explains when refunds are available for purchases made through Glowa Organic. It should be read together with our Terms and Conditions and our Cancellation Policy.

1. RETAIL PRODUCT PURCHASES

1.1 Because our products are cosmetic/skincare items, for hygiene reasons we can only accept returns of unopened, unused products in their original, undamaged packaging, within 7 days of delivery.
1.2 If a product arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement or refund at no cost to you, in line with your rights under the Consumer Protection Act 68 of 2008.
1.3 Approved refunds for retail products are processed back to your original payment method (or as wallet credit, at your choice, where applicable) within 7-14 business days of approval.
1.4 Delivery fees are non-refundable except where the return is due to our error (wrong or faulty item).

2. STOCK PACKAGE PURCHASES

2.1 Stock package purchases are treated differently from ordinary retail purchases, because a stock package purchase activates your distributor status and can trigger commission payments to your upline sponsor and team.
2.2 Once a stock package purchase has been confirmed and any related commissions have been paid out, that purchase is final and not eligible for a refund, since undoing it would mean clawing back money already paid to other, unrelated distributors.
2.3 If your stock package order has NOT yet been confirmed as paid (i.e. it is still pending), you may cancel it yourself from your dashboard, or contact us to cancel it — see our Cancellation Policy.
2.4 If you believe a stock package purchase was made in error or without your authorisation, please contact us immediately so we can investigate before any commissions are processed.

3. REGISTRATION FEE

The once-off registration fee is non-refundable once your account has been activated, except where required by law or where we are unable to provide the service due to our own error.

4. HOW TO REQUEST A REFUND

Please contact us using the details on our Contact page, or use the Support Chat on your dashboard, with your order number and the reason for your request. We aim to respond to all refund queries within 2 business days.

5. YOUR STATUTORY RIGHTS

Nothing in this policy limits any right you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law, which takes precedence over this policy where they conflict.