Returns & Refunds
Returns & Refunds Policy
At Glow & Vault, we take care to process every order accurately and provide our customers with a smooth shopping experience. Please read our Returns & Refunds Policy carefully before placing an order.
1. No Returns or Exchanges
All purchases made through Glow & Vault are considered final, except where a return, exchange, or other remedy is required under applicable law.
We do not accept returns or exchanges for change of mind, incorrect product selection, shade preferences, size preferences, or ordering the wrong item.
We encourage customers to carefully review product descriptions, shades, sizes, product details, and order information before completing their purchase.
2. Refund Policy
Refunds are not provided for change of mind, incorrect product selection, or other circumstances where a refund is not applicable under this policy and the law.
If an item is confirmed to be damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law, we will review the matter and determine an appropriate resolution, which may include a replacement or refund.
Nothing in this policy excludes or restricts any consumer rights or remedies that cannot legally be excluded under applicable Sri Lankan law.
3. Order Cancellations
Once an order has been confirmed and payment has been received, cancellation requests are generally not accepted. This applies to both in-stock products and pre-orders, including items sourced specifically for individual customers.
Please carefully review your selected products, quantities, shades, prices, and delivery details before completing your purchase.
Any cancellation or refund required under applicable law will be handled accordingly.
4. Pre-Orders
Pre-order products are sourced especially for our customers and typically require 10–14 business days for sourcing, followed by additional time for courier delivery.
Full payment is required upfront to confirm all pre-orders.
Once a pre-order has been confirmed, it cannot be cancelled due to a change of mind or unwillingness to wait for the estimated sourcing period, except where a cancellation or remedy is required under applicable law.
Estimated sourcing and delivery times may vary due to supplier availability, international shipping, customs procedures, public holidays, or other unforeseen circumstances. We will communicate significant delays whenever possible.
If a pre-order cannot be fulfilled, we will contact the customer to discuss an appropriate resolution in accordance with applicable law.
5. Incorrect, Damaged, or Defective Items
At Glow & Vault, we take responsibility for mistakes made on our side.
If you receive an incorrect item due to an error on our part, or an item arrives damaged or defective, please contact us as soon as reasonably possible after receiving your order.
To help us review the issue, please provide:
- Your order details or order number.
- Clear photographs or videos showing the issue.
- A brief description of the problem.
Once the issue has been reviewed and confirmed, we will work towards an appropriate resolution, which may include a replacement, exchange, or refund depending on the circumstances and applicable law.
Customers will not be denied a remedy where one is required under applicable consumer protection law.
6. Customer Responsibility
Customers are responsible for reviewing product descriptions, shades, sizes, prices, and order details before confirming a purchase.
We cannot accept returns, exchanges, or refunds for customer selection errors or change of mind, except where a remedy is required under applicable law.
Customers must also provide accurate contact information and delivery details when placing an order. Incorrect or incomplete information may result in delivery delays or additional courier charges.
7. Payment Policy
Full payment is required upfront for all orders, including both in-stock and pre-order products.
Orders will be processed once payment has been received and verified. Cash on Delivery (COD) is not available.
Any eligible refund will be handled in accordance with this policy and applicable Sri Lankan law.
8. Important Information
By placing an order with Glow & Vault, customers acknowledge that they have had the opportunity to review this policy before purchasing.
This policy should be read together with our Shipping & Delivery, Order Guide, FAQs, and Terms & Conditions pages.
Nothing in this policy excludes or restricts any consumer rights or remedies that cannot legally be excluded under applicable Sri Lankan law.
9. Contact Us
For questions regarding this policy or to report an issue with your order, please contact us through Instagram at @glownvault.lk.
Please include your order details and any relevant photographs or videos so that we can assist you efficiently.
Thank you for choosing Glow & Vault. We appreciate your trust and support.
Glow & Vault — Your beauty, your finds.