Refund policy
Refund & Return Policy
At SheGlow, we want you to love what you order. If something isn't right, here's how returns and refunds work.
1. Return Window
You have 14 days from the delivery date to request a return on eligible items.
To start a return, email us at info@tryheglow.com with your order number and reason for return. We'll respond within 1-3 business day with return instructions.
2. Eligibility
To be eligible for a return, items must be:
- Unused and unopened in their original packaging
- In the same condition you received them
- Returned with all original components, accessories, and documentation
Non-Returnable Items
For health and hygiene reasons, some items cannot be returned once opened.
3. Damaged, Defective, or Wrong Items
If your item arrives damaged, defective, or you received the wrong product, contact us within 7 days of delivery at info@tryheglow.com with:
- Your order number
- Photos or a short video showing the issue
We'll send a replacement or issue a full refund at no cost to you — including return shipping.
4. Return Shipping Costs
- Standard returns (change of mind, wrong size, etc.): customer pays return shipping
- Damaged, defective, or wrong items: we cover return shipping with a prepaid label
We recommend using a trackable shipping method. We can't be responsible for items lost in transit on the way back to us.
5. Refunds
Once we receive and inspect your return, we'll email you to confirm.
Approved refunds are processed within 5–10 business days to your original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days for the funds to appear in your account.
Partial Refunds
We may issue a partial refund if:
- The item shows signs of use beyond what's needed to inspect it
- Original packaging, accessories, or components are missing or damaged
- The item is returned more than 30 days after delivery
6. Exchanges
We don't process direct exchanges. If you'd like a different item, please return the original for a refund and place a new order.
7. Warranty
All SheGlow devices come with a 1-year limited manufacturer warranty covering defects in materials and workmanship under normal use.
The warranty does not cover:
- Damage caused by misuse, accidents, or failure to follow the user manual
- Normal wear and tear
- Cosmetic damage (scratches, dents) that doesn't affect function
- Products that have been modified, disassembled, or repaired by unauthorized parties
- Damage from using non-approved accessories or power sources
To file a warranty claim, email info@tryheglow.com with your order number, a description of the issue, and photos or video showing the defect.
8. How to Start a Return
- Email info@tryheglow.com within 30 days of delivery
- Include your order number and reason for return
- We'll reply with return instructions and the return address
- Ship the item back within 14 days of receiving instructions
- Once received and inspected, we'll process your refund
9. Questions?
Reach out anytime — we're real humans and we respond fast.
📧 info@tryheglow.com 🌐 tryheglow.com
10. Policy Updates
We may update this policy from time to time. The version posted on tryheglow.com at the time of your purchase is the one that applies to your order.