What we promise you
Three commitments, in plain language. If we fall short on any of them, tell us on WhatsApp and we will put it right.
Filled within 7 days — or cancel for a full refund
You can order anything in our catalogue whether it is on our shelf or not. If it is not in stock we source it, and we commit to filling your whole order within 7 days of you placing it.
If we are going to miss that, we will WhatsApp you before the deadline — and you can cancel for a full refund of everything you paid, including any delivery or handling fee. No arguing, no restocking charge.
Authentic, or your money back
Everything we sell comes from an authorised distributor, arrives sealed, and carries a readable batch code and expiry date. We check each shipment against the manufacturer's batch records before it reaches a shelf.
If anything you receive is unsealed, tampered with, or you have reason to believe it is not genuine, send us a photo on WhatsApp. We will replace it or refund you in full, and we cover the cost of getting it back to us.
Changed your mind? 14 days to exchange
Unopened products can be exchanged within 14 days of collection or delivery, for anything else of the same value — or a credit towards a larger order.
We cannot resell opened hair products, so exchanges apply to unopened items with their seal intact. The one exception is our own advice: if the hair quiz recommended something and it genuinely did not suit your hair, message us even if it is opened and we will help you swap it for something that does.
How to start a return, exchange or refund
- 1Message us on WhatsApp on +263 780 641 159 with your order number — it looks like NG-2026-0001 and is on your confirmation page.
- 2Tell us what happened, and send a photo if something arrived damaged or unsealed. You do not need to fill in a form.
- 3We confirm the outcome on WhatsApp. Refunds go back the way you paid — to the EcoCash number you sent from, or in cash at the collection point — normally within two working days of us agreeing it.
Nothing here reduces the rights you have as a consumer under Zimbabwean law. Glow Points redeemed on a refunded order are returned to your balance.