Return and Refund Policy

Last updated: July 2026

At VeGlow, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. This policy applies to all orders placed through veglow.shop and paid via Cash on Delivery.

1. Eligibility for Returns

You may request a return within 14 days of receiving your order, provided the following conditions are met:

The product is unopened and unused, in its original sealed packaging.
The product is in the same condition as when it was delivered, with no damage caused by the customer.
You have a valid proof of purchase (order confirmation email or delivery receipt).
The return request has been submitted to contact@veglow.shop before shipping the item back.

Do not send a return without contacting us first. Unauthorized returns will not be accepted.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

Products that have been opened, used, or had their seal broken.
Products sold during promotional campaigns or at a discounted price, unless they arrive damaged or defective.
Gift cards or vouchers.

3. Return Process

To initiate a return, send an email to contact@veglow.shop including your full name, order number, the product(s) you wish to return, and the reason for your return. Our team will respond within 48 hours with instructions on how and where to ship the item. Return shipping costs are the responsibility of the customer unless the return is due to a VeGlow error (wrong item sent, defective product, or damaged packaging).

4. Refunds

Once your returned item is received and inspected, we will notify you by email within 3 business days of the outcome. If the return is approved, your refund will be processed via bank transfer (virement bancaire) to a Moroccan bank account that you provide. Please allow 7 to 14 business days for the refund to appear in your account after approval. The refund amount will equal the product price paid at the time of purchase. Shipping fees are non-refundable unless the return is due to an error on our part.

5. Exchanges

We are happy to exchange products for a different shade or an item of equal value, subject to availability. To request an exchange, contact us at contact@veglow.shop with your order number and the item you would like instead. If the replacement item is of higher value, you will be asked to pay the difference upon delivery. If it is of lower value, the difference will be refunded via bank transfer.

6. Damaged or Defective Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery. Include clear photos of the item and its packaging, your order number, and a brief description of the issue. After verification, VeGlow will arrange for a free replacement to be shipped to you at no additional cost. If the product is no longer available, a full refund will be issued via bank transfer.

7. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please first check with your bank as processing times may vary. If the issue persists, contact us at contact@veglow.shop and we will investigate the matter promptly.

8. Contact

For all return and refund inquiries, email us at contact@veglow.shop or call +212 636 995 530.