Refund policy

Refund Policy

Last Updated: July 2026

1. Overview

At Glow Up Lab, we take care to ensure all orders are reviewed, processed and prepared accurately before dispatch.

Due to the nature of our research materials and products, we have specific requirements regarding refunds, cancellations and returns.

By submitting an enquiry or purchasing products from Glow Up Lab, you acknowledge and agree to this Refund Policy.

2. Research Materials and Product Returns

Glow Up Lab supplies research materials intended for legitimate research purposes only.

Due to the nature of these products, we do not accept returns or provide refunds for products once they have been dispatched from our facility.

This includes circumstances where:

  • You change your mind after dispatch

  • You no longer require the product

  • You ordered incorrectly

  • You no longer wish to proceed with your research

  • The product is not suitable for your intended purpose

Customers are responsible for reviewing product information and confirming order details before payment and dispatch.

3. Order Cancellations

Cancellation requests must be submitted before an order has been processed and dispatched.

Once an order has been dispatched, it cannot be cancelled, returned or refunded.

Glow Up Lab reserves the right to approve or decline cancellation requests depending on the status of the order.

4. Damaged or Incorrect Orders

If you receive:

  • A damaged product

  • An incorrect product

  • A product that does not match your confirmed order

Please contact Glow Up Lab within 48 hours of delivery with:

  • Your order details

  • Photos of the product and packaging

  • A description of the issue

We will review the matter and determine an appropriate resolution.

5. Shipping Issues

Glow Up Lab takes reasonable care when preparing and dispatching orders.

We are not responsible for delays caused by third-party shipping providers, incorrect delivery information supplied by the customer, or circumstances outside our control.

If an order is confirmed as lost or damaged during transit, we will assess the situation and work with the relevant delivery provider where appropriate.

6. Product Quality Concerns

If you believe there is an issue with product quality, please contact us as soon as possible after receiving your order.

We may request additional information, including:

  • Order details

  • Product information

  • Supporting documentation

  • Images of packaging or product condition

Each request will be reviewed individually.

7. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or other applicable legislation where those rights cannot legally be excluded.

Where a product has a fault or does not meet consumer guarantees required under Australian law, you may be entitled to an appropriate remedy.