Refund policy

Return and Refund Policy

Last Updated: January 11, 2025

This Return and Refund Policy outlines the terms and conditions under which Instaglow LLC ("we," "us," "our") accepts returns, processes refunds, and handles related concerns. By making a purchase, you agree to the terms set forth in this policy. If you do not agree, please refrain from making a purchase.

1. General Return Policy

We have a 30-day return policy for first-time orders, which means you have 30 days after receiving your item to request a return. Once the return period for the first order has passed, all subsequent return shipping costs must be borne by the customer.

To be eligible for a return:

  • Condition: Items must be in the same condition that you received them, unopened, unused, and in their original packaging.

  • Proof of Purchase: A valid receipt or proof of purchase is required.

  • Proof of Issue: Customers must provide a clear unboxing video (from opening the package until the item is revealed) to validate any claims of damage, missing items, or incorrect products. No video, no return.

Additional Notes:

Returns for items that have been opened, used, or tampered with are not eligible for a full refund. However, we may offer a partial refund of 50% of the purchase price at our sole discretion.

Items sent back to us without first requesting a return will not be accepted.

By completing your purchase, you acknowledge and agree to these return and refund terms.

2. How to Request a Return

To initiate a return, contact us at priya@instaglow.me with the following details:

  • Your name and order number.
  • A description of the item(s) you wish to return.
  • The reason for the return.
  • Supporting documentation, such as photos of damage or unopened packaging (where applicable).

If your return is accepted, we will:

  • Provide a return shipping label and detailed instructions on how and where to send your package.
  • Notify you once the returned item is received and inspected.

Returns should be sent to the following address:

  • Return Address: 17480 Colima Rd #1039, Rowland Heights, CA 91748, USA

All returns must adhere to the timelines and conditions outlined in this policy.

3. Damaged, Defective, or Incorrect Items

We are committed to providing high-quality products; however, issues can occur. To protect both our customers and the integrity of our business, the following policies apply:

  • Customers must inspect their order upon receipt and notify us immediately at priya@instaglow,me if:

    • The item is defective or damaged.
    • You received the wrong item.

  • Reports of damaged, defective, or missing items must be submitted within 7 days of receipt. Failure to report issues within this timeframe will result in the following options:

    • Partial Refunds: The company may, at its sole discretion, offer up to 50% of the purchase price as a refund for issues reported beyond the 7-day window.
    • No Refund: In cases of late reporting or insufficient proof, the company reserves the right to deny any refund or replacement.

  • Refunds for damaged or missing items reported within the 7-day window are subject to verification. If verified, the company will offer either:

    • A replacement product at no additional cost.
    • A refund of up to 50% of the purchase price, depending on the condition and circumstances of the claim.

  • Customers are required to provide photographic evidence or other supporting documentation for all claims.

  • The decision to offer a full refund is made at the sole discretion of the company on a case-by-case basis and is not guaranteed under this policy.

4. Exceptions and Non-Returnable Items

We do not accept returns for the following items:

  • Opened or Used Products: Items that have been opened, used, or partially consumed are not eligible for a full refund, regardless of customer experience with the product.
  • Sale Items and Gift Cards: Items purchased on sale or with gift cards are non-returnable and non-refundable.
  • Perishables and Custom Products: Food, plants, personalized items, and custom orders.
  • Hazardous Materials: Flammable liquids, gases, or other hazardous materials.

If you are unsure whether your item qualifies for a return, contact us at priya@instaglow.me  before sending your product.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund request. If approved, refunds will be processed as follows:

  1. Eligible Items: Unopened and unused items returned in original condition will receive a full refund, excluding any shipping fees.
  2. Opened Products: Items that have been opened or used may be eligible for a 50% refund of the purchase price at our sole discretion.

Refunds will be issued to the original payment method within 10 business days of approval. Please note:

  • Processing times for refunds may vary depending on your bank or payment provider.
  • If more than 15 business days have passed since your refund was approved and you have not received it, contact us at priya@instaglow.me.

6. European Union Customers

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason, without justification. To qualify, the item must:

  • Be in the same condition that you received it (unopened, unused, and in its original packaging).
  • Include the receipt or proof of purchase.

EU customers are responsible for return shipping costs unless the item was defective or incorrect upon receipt.

7. Return Shipping Costs

  • For first-time orders: We cover the cost of return shipping for items eligible for return within the 30-day window.
  • For subsequent returns or returns outside the first order: Customers are responsible for all return shipping costs.

8. Exchanges

We do not process direct exchanges. To obtain a different item, please:

  1. Initiate a return for the original item following the steps outlined above.
  2. Place a new order for the desired item once the return is approved.

9. Non-Liability for Customer Experience

We prioritize customer satisfaction; however, we are not liable for refunds or replacements resulting from:

  • Dissatisfaction due to personal preferences.
  • Individual results that differ from expectations.
  • Subjective experiences with the product that are not related to defects or damage.

Refunds, when applicable, will adhere strictly to the policies outlined above.

10. Chargebacks and Disputes

Any disputes or chargebacks initiated outside the scope of this policy will be contested. By completing a purchase, you agree to adhere to the refund and return process outlined herein. Attempts to bypass this process through chargebacks may result in legal action to recover associated costs.

11. Subscription Cancellation & Refund Policy

By purchasing a subscription product from Instaglow LLC, you authorize recurring charges based on the delivery frequency and pricing selected at checkout. Subscription orders are processed automatically according to the schedule chosen by the customer.

Subscription Cancellation

Subscriptions may be canceled at any time through the customer account portal or by contacting us at priya@instaglow.me. To avoid being charged for the next billing cycle, cancellations must be completed before the scheduled renewal date. Failure to cancel a subscription before renewal does not qualify for a full refund.

Subscription Refund Eligibility

Subscription charges that have already been processed are not eligible for full refunds. If a subscription cancellation request is made after a charge has been processed but before the order has shipped, a partial refund may be issued at our sole discretion.

Subscription Refund Amount

All approved subscription refunds are partial and percentage-based. The refundable amount will not exceed 60%–70% of the subscription order value, depending on the timing of the cancellation and processing stage. The remaining portion of the order value is non-refundable and retained to cover operational, processing, and administrative costs. Refund percentage decisions are made on a case-by-case basis and are not guaranteed.

Shipped or Fulfilled Subscription Orders

Once a subscription order has been fulfilled, shipped, or handed over to the carrier, it is no longer eligible for cancellation or refund. Any refund requests after delivery must follow the standard Return & Refund Policy, which requires the item to be unopened, unused, and returned in original packaging.

Non-Refundable Subscription Situations

Subscription refunds will not be issued for:

  • Orders that have already shipped or been delivered

  • Failure to cancel before the renewal date

  • Dissatisfaction based on personal preference

  • Claims of accidental, forgotten, or misunderstood subscription sign-ups

  • Subscription renewals that were properly processed according to schedule

Chargebacks Related to Subscriptions

Any chargebacks or disputes related to subscription orders that bypass this policy will be formally contested. By completing a subscription purchase, you agree to adhere to the subscription cancellation and refund terms outlined herein.

12. 60-Day Money-Back Guarantee

We offer a 60-Day Money-Back Guarantee exclusively for first-time customers on their first order only.

The 60-day period begins on the date the order is marked as delivered according to the carrier’s tracking information.

This guarantee does not apply to repeat purchases, subscription renewals, promotional bundles beyond the first order, or subsequent orders placed after the initial purchase.

To qualify for the 60-Day Money-Back Guarantee, customers must:

  1. Use the product consistently as directed for a minimum of 60 days.

  2. Submit clear, unedited photos showing:

    • A “Before” photo taken prior to starting the product.

    • A 60-Day photo taken at or around the 60-day mark.

    • A Current photo taken at the time of the refund request.

  3. Ensure photos are taken in similar lighting, angle, and positioning to allow for accurate comparison.

Refund requests submitted:

  • After 60 days from confirmed delivery, or

  • Without the required photo documentation, or

  • By customers who have previously received a refund under this guarantee

will not qualify for a refund under the 60-Day Money-Back Guarantee.

All submissions are reviewed on a case-by-case basis. We reserve the right to deny refund requests if documentation is incomplete, inconsistent, altered, or does not reasonably demonstrate consistent product use.

Approved refunds under this guarantee will be processed to the original payment method.

13. Contact Information

For questions about our Return and Refund Policy or assistance with a return, contact us at:

  • Email: priya@instaglow.me
  • Address: 17480 Colima Rd #1039, Rowland Heights, CA 91748, USA
  • Phone: +1 (501) 600-9390