Refund policy

Return & Refund Policy

At Softglowco, customer satisfaction is important to us. We aim to provide clear and fair procedures for returns, refunds, and product-related concerns.

Please review our policy below.

1. 30-Day Return Request Period

Customers may contact us within 30 days of receiving their order to request a return or report an issue with a purchased product.

To start a return request, please email:

info@softglowco.us

Please include:

Your order number.
The product name.
A description of the reason for your request.
Clear photographs showing the issue, where applicable.

Our customer support team will review your request and provide further instructions.

This 30-day policy does not restrict any mandatory consumer rights provided by applicable law.

2. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us with your order number and photographs showing the issue.

After reviewing and approving your request, we will provide an appropriate resolution, which may include:

A full refund for the affected product.
A replacement product at no additional cost.

Softglowco will cover the reasonable return shipping costs for confirmed defective, damaged, or incorrect products.

Customers will not be charged return shipping fees for errors attributable to us.

Your statutory consumer rights remain unaffected.

3. Returns Due to Change of Mind

If you wish to return a product because you changed your mind or are dissatisfied with your personal purchasing preference, you may contact us within the applicable return period.

For eligible voluntary returns:

Products should be unused and in their original condition.
Original packaging and included accessories should be retained where possible.
Customers are responsible for direct return shipping costs, unless applicable law requires otherwise.

Please contact us before returning any product. We will provide return authorization and instructions.

Authorized returns should be sent to our return facility in the United States:

3525 W Carson St
Torrance, CA 90503
United States

Do not send items to this address before receiving our return instructions.

4. Cosmetics and Hygiene Exceptions

For health protection and hygiene reasons, certain sealed cosmetics and personal care products may not be eligible for return after their original protective seal has been broken or removed, where permitted by applicable law.

This exception applies only when the product is genuinely unsuitable for return for health protection or hygiene reasons and the applicable legal requirements are satisfied.

This restriction does not remove your rights regarding defective, damaged, incorrect, or misrepresented products.

5. European Union Right of Withdrawal

For eligible purchases made by consumers in the European Economic Area, statutory consumer withdrawal rights apply.

Generally, consumers have 14 days from receiving their goods to withdraw from an online purchase without giving a reason, subject to applicable legal exceptions.

Customers exercising this right must notify us within the applicable withdrawal period.

Where the right of withdrawal applies, customers generally have an additional 14 days after notifying us to send the goods back.

The direct cost of returning goods may be the customer's responsibility if this was properly disclosed before purchase.

An exception may apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal requirements are met.

Nothing in this policy limits mandatory consumer rights under applicable law.

6. Refund Process

Once your return or refund request has been reviewed and approved, eligible refunds will be issued to your original payment method.

Refunds will include the applicable product price and relevant taxes.

For eligible full-order withdrawals, applicable standard delivery charges will also be refunded in accordance with applicable law.

Our internal refund processing may take up to 10 business days after approval.

However, statutory refund deadlines take priority over this internal processing estimate.

The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

7. Return Shipping Costs

The responsibility for return shipping costs is as follows:

Defective, damaged, or incorrect products: Softglowco covers reasonable return shipping costs.

Change-of-mind returns: Customers are responsible for direct return shipping costs, unless applicable law provides otherwise.

Please do not send products to our business or shipping address without first contacting us and receiving return instructions.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at info@softglowco.us.

We will try to accommodate cancellation requests before the order has been processed or dispatched.

If an order has already been dispatched, the applicable return or withdrawal procedure may apply.

Your statutory cancellation and withdrawal rights remain unaffected.

9. Legal Consumer Guarantees

Products sold to consumers in the European Union are covered by applicable statutory consumer protection rights, including legal guarantees of conformity.

Nothing in this policy excludes or limits any mandatory legal rights or remedies available to consumers.