Eden Glow – Return & Refund Policy

Last Updated: September 23, 2026

At Eden Glow, customer satisfaction is important to us. We carefully inspect and pack every order before dispatch to ensure that your products reach you safely and in good condition.

By placing an order with Eden Glow, you agree to the terms and conditions mentioned in this Return & Refund Policy.

1. Return Eligibility

We accept returns only under the following circumstances:

• You received the wrong product.
• You received a product that is damaged during delivery.
• The product is defective or has a manufacturing issue.
• The product received is significantly different from the product ordered.

For hygiene and safety reasons, opened, used, or partially used skincare and cosmetic products generally cannot be returned.

2. Return Time Period

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of receiving your order.

After 48 hours, we may not be able to process a return or replacement request.

3. Unboxing Video Requirement

For damaged, incorrect, or missing-product claims, customers are strongly advised to record a clear unboxing video from the moment the package is opened.

The video should clearly show:

• The package before opening
• Shipping label/order information
• The complete package contents
• The condition of the product
• Any visible damage or incorrect item

This helps us investigate and process your claim efficiently.

4. How to Request a Return

To request a return or replacement, contact us at:

📧 Email: edenglow780@gmail.com
📞 Phone/WhatsApp: 03004835197

Please provide:

• Your full name
• Order number
• Contact number
• Reason for the return
• Clear photos/videos of the product
• Unboxing video, if available

Our team will review your request and inform you whether it qualifies for a return, replacement, or refund.

5. Damaged Products

If your product arrives damaged, please contact us within 48 hours.

After reviewing the evidence, we may offer:

• A replacement product, or
• A refund, depending on the circumstances.

Please do not throw away the damaged product or packaging until your claim has been reviewed.

6. Wrong Product

If you receive a product different from the one you ordered, please contact us within 48 hours.

After verification, we may arrange a replacement with the correct product.

If the incorrect product was sent by Eden Glow, we will cover the applicable return/replacement shipping cost.

7. Change of Mind

Returns are generally not accepted simply because a customer has changed their mind, ordered the wrong product, or no longer wants the product.

For hygiene and cosmetic-safety reasons, opened or used beauty and skincare products cannot be returned.

8. Product Preference & Skin Reaction

Because everyone's skin is different, Eden Glow cannot guarantee that every product will produce the same results for every customer.

Returns or refunds are generally not provided based solely on:

• Personal preference
• Expected results not being achieved
• Change in skin preference
• Mild dissatisfaction with fragrance, texture, or appearance

If you experience an unexpected skin reaction, stop using the product and seek appropriate professional medical advice.

9. Refunds

If your refund request is approved, we will inform you about the refund process.

Refunds may be issued through the payment method available for your order, or another mutually agreed method where applicable.

For Cash on Delivery orders, the refund method may require additional information from the customer.

The time required for a refund to appear may depend on the payment provider or financial institution.

10. Shipping Charges

Original shipping charges are generally non-refundable, except where the return is due to an error on our part, such as:

• Wrong product sent
• Damaged product caused during delivery
• Other verified fulfillment issues

If a customer returns an item for a reason that is not the responsibility of Eden Glow, the customer may be responsible for applicable return shipping costs.

11. Refused or Undelivered Orders

If an order is refused by the customer, the customer is unavailable to receive the parcel, or the order cannot be delivered because of incorrect/incomplete information provided by the customer, additional shipping or handling charges may apply to resend the order.

Any refund for an undelivered or refused order will be considered after applicable shipping and handling costs are reviewed.

12. Exchange / Replacement

Where eligible, Eden Glow may provide a replacement instead of a refund.

Replacement availability depends on product stock.

If the same product is unavailable, we may offer an alternative solution or refund where appropriate.

13. Sale & Promotional Products

Products purchased during special promotions, discounts, bundles, or clearance offers may be subject to specific return or exchange conditions.

Any special conditions will be communicated with the relevant promotion or product offer.

14. Fraudulent or Abusive Claims

Eden Glow reserves the right to investigate and reject return or refund requests where there is evidence of:

• Product misuse
• Intentional damage
• False claims
• Repeated unreasonable return requests
• Missing or altered products
• Fraudulent activity

15. Policy Changes

Eden Glow reserves the right to update or modify this Return & Refund Policy when necessary.

Any updated policy will be published on our website with the revised Last Updated date.

16. Contact Us

If you have any questions regarding returns, refunds, replacements, or your order, please contact us:

Eden Glow
📧 Email: edenglow780@gmail.com
📞 Phone / WhatsApp: 03004835197

Eden Glow — Pure. Natural. You. 🌸