Returns & refund policy

Our promise

We want you to love every product you receive from Glowtime. If something isn’t right, this page explains what you can do. These rules apply to orders placed on www.glowtime.mu and delivered within Mauritius. They don’t affect your statutory rights as a consumer.

1. Cancelling an order

We process orders quickly, so there is only a short window to change or cancel an order.

• Before you have paid: email hello@glowtime.mu with the subject line “Cancellation”, your full name and order number, and we will cancel the order free of charge.
• After you have paid: contact us straight away in the same way. If your order hasn’t yet left for delivery, we can still cancel it. A cancellation after payment incurs an admin fee of 5% of the order value [DECIDE #2], and we will refund the rest to you.
• Once your order has been dispatched, it can’t be cancelled. Instead you can return it under section 2 if it meets the conditions.

Orders can’t be changed once payment has been confirmed. If you need something different, we can cancel your order (as above) so you can place a new one.

2. Returning a product

You can ask to return a product within 7 days of delivery [DECIDE #1: the Terms say you must contact us within 24 hours of delivery] if:

• it doesn’t meet your expectations, or
• it isn’t the product you ordered.

To be accepted, the product must be:

• new and unused,
• unopened, with its seal unbroken,
• not tampered with, and
• carry a serial or batch number that matches our records.

For hygiene reasons, we can’t accept opened skincare or makeup products, unless the product was faulty or we sent you the wrong item (section 4).

3. How to return a product

1. Email hello@glowtime.mu with the subject line “Returns”, your full name, order number and the product(s) you want to return.
2. We will confirm whether the return is accepted and arrange it with you.
3. Bring the product(s) to our office: F13, Manhattan Shopping Centre, Rue Lees, Curepipe. [DECIDE #5: whether posted returns are accepted] Please bring:
4. your invoice or order confirmation, and
5. a valid ID document (National Identity Card or passport).

We will check the product(s) and confirm the outcome by email.

4. Wrong, damaged or faulty items

If we sent you the wrong product, or a product arrived damaged or faulty, please email hello@glowtime.mu within 24 hours of delivery, with photos if you can. We will put it right at no cost to you, with a replacement where available or a full refund including delivery charges.

Please check your parcel when it is delivered. Once a parcel has been signed for, we can’t accept claims for breakage, shortages or a mismatch with the order unless you tell us within 24 hours.

5. Refunds

When we accept your return:

• We refund the price you paid for the returned product(s).
• Original delivery and packaging charges are not refunded, except when the item was wrong, damaged or faulty (section 4).
• Refunds with no further purchase incur an admin fee of 5% of the purchase price [DECIDE #3].
• We refund by bank transfer to the account you tell us, within [DECIDE #4: 7 business days] of accepting the return. Your bank may take a few more days to show the money.

If a product you paid for turns out to be out of stock, we will email you straight away and refund it in full, with no admin fee.

6. Exchanges

We don’t offer direct exchanges of a product for the same product. If you would like a different product, return the original under this policy and place a new order.

7. What we can’t accept

We can’t offer a return or refund when:

• the request is made more than 7 days after delivery [DECIDE #1];
• the product has been used or opened, or its seal is broken;
• the product has been tampered with;
• the serial or batch number doesn’t match our records;
• you don’t have your invoice or proof of purchase.

8. Missed deliveries

• Standard delivery (Mauritius Post): if no one is home, the postman leaves a card and you can collect the parcel at your nearest post office with a valid ID. The delivery charge isn’t refunded.
• Express delivery: the driver calls you before delivering. If no one is home, the parcel goes back to our warehouse and a new delivery can be arranged at an additional delivery charge.
• Free delivery covers the first delivery attempt only. Further attempts are charged.

9. Contact us

For any question about returns, refunds or cancellations, email hello@glowtime.mu. We reply within 1–2 business days (Monday to Friday, excluding public holidays).

Maple & Honey Ltd (Glowtime), F13, Manhattan Shopping Centre, Rue Lees, Curepipe, Mauritius. BRN C19166423.

Draft based on the Terms & Conditions. Items marked [DECIDE] are waiting for Glowtime’s decision.