Refund policy
Returns & Refunds
We want you to be happy with your NeoGlow purchase. If something isn't right, please get in touch and we'll do our best to help.
Your Statutory Rights
Nothing in this policy limits any rights you may have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable South African law. Our voluntary return policy described below applies in addition to, and does not replace, those rights — including any cooling-off or cancellation rights that may apply to electronic transactions under the Electronic Communications and Transactions Act.
Voluntary 14-Day Return Period (Change of Mind)
If you change your mind about a purchase, you may request a return within 14 days of receiving your order, subject to the conditions below:
- The item must be unused and in its original condition and packaging
- Proof of purchase is required
- Eligibility also depends on the product type (see exclusions below)
For an approved change-of-mind return, the reasonable direct cost of returning the item to us may be for your account, where permitted by applicable law.
Personalised & Custom-Made Products
Personalised or custom-made products are excluded from change-of-mind returns, as they are created specifically for you. This exclusion does not affect your rights where a personalised or custom-made product is defective, damaged, incorrectly supplied, or otherwise protected under applicable South African law.
Defective or Unsafe Products
Where a product is defective or unsafe, your rights are governed by the Consumer Protection Act. Where applicable, you may be entitled to the statutory six-month implied warranty of quality. During this period, if a product is found to be defective, you have the right to choose between repair, replacement or a refund — and we will honour that choice as required by law.
If you believe a product you have received is defective or unsafe, please contact us at hello@neoglow.co.za with your order number, a description of the issue, and photographs where possible. We will respond promptly and work with you to resolve the matter. Where a return is required due to a defect or safety issue, NeoGlow will cover the applicable return cost.
Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect item, please contact us as soon as reasonably possible at hello@neoglow.co.za with your order number, a description of the problem, and photographs where appropriate. We will investigate and work with you to find a suitable resolution. Where a return is required in these circumstances, NeoGlow will cover the applicable return cost.
How to Request a Return
Please do not return any item without contacting us first. Email us at hello@neoglow.co.za with your order number and the reason for your return. We will assess your request and provide you with return instructions, including the return address, once your query has been reviewed.
Refunds
Once a returned item has been received and assessed, we will notify you of the outcome. If your return is approved, your refund will be initiated to your original payment method. Please allow additional time for your bank or payment provider to process and reflect the refund — this is outside our control and may vary depending on your provider.
For voluntary change-of-mind returns, original delivery charges are generally non-refundable, except where applicable South African law requires otherwise. Where the return results from a defective, damaged or incorrectly supplied product, applicable delivery and return costs will be handled in accordance with the customer's statutory rights.