Simple, fair and hygiene-conscious.

1. Return window

Eligible products may be reported for return within 2 days of delivery. The item must remain unused, unopened, intact, and in its original condition and packaging unless the return is because the item arrived damaged, defective, or incorrect.

2. Products that may not be returnable

For health, hygiene and safety reasons, opened or used skincare, cosmetics, body-care, oral-care, supplements, ingestible wellness products and other personal-use items may not be accepted for return simply because of a change of mind.

Products with broken seals, damaged packaging caused after delivery, missing accessories, or signs of use may also be ineligible.

3. Damaged, defective or incorrect items

If you receive the wrong item or an item arrives damaged, leaking, broken or materially defective, contact us as soon as possible, preferably within 24 hours of delivery.

Please provide your order reference and clear photos or video showing the product and packaging so we can assess the issue quickly.

4. Return approval

Do not send a product back before contacting us. Returns must first be reviewed and approved so we can confirm the appropriate return method or location.

5. Refunds

Where a refund is approved, it will be processed using an appropriate payment method after the returned item has been received and inspected where a physical return is required.

Processing time may vary depending on the original payment method, bank, mobile money provider or payment processor.

6. Delivery fees

Original delivery charges are generally not refundable where the correct product was successfully delivered and the return is based on a change of mind.

If Glow by Tella supplied the wrong item or the product was defective or damaged before delivery, reasonable return or replacement arrangements will be discussed with the customer.

7. Reactions and suitability

Individual skin and body responses can vary. A product is not automatically considered defective because it does not produce a desired result or because an individual experiences sensitivity.

Stop using a product if you experience a concerning reaction and seek appropriate medical advice where necessary. Contact us if you need product information that may help you identify what was used.

8. Consultation fees

Consultation fees are separate from product purchases. Once a consultation has begun, the consultation fee is non-refundable.

9. How to request a return

1. Contact Glow by Tella within the applicable return window.
2. Provide your order number and the name of the product.
3. Explain the reason for the return.
4. Provide photos where the item is damaged, defective or incorrect.
5. Wait for return instructions before sending anything back.