Refund policy

OVERVIEW

This website is operated by SF GLOW LLC (doing business as Sf Glow). Throughout the site, the terms “we”, “us” and “our” refer to SF GLOW LLC. By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions.

Sf Glow 30-Day Return & Refund Policy

At Sf Glow, we stand behind the clinical-grade quality of our light therapy devices. We want you to experience the benefits with confidence, which is why we offer a 30-Day Return Policy.

Because our devices are used directly on the skin, we must enforce strict hygiene and safety protocols. Please review the following conditions carefully before initiating a return request.

1. The 30-Day Return Window Return requests must be submitted within 30 days from the date your order was marked as delivered. If 30 days have passed since your delivery date, we can no longer offer a refund or exchange.

2. Eligibility & Hygiene Requirements To protect the health and safety of our staff and customers, returned devices must pass a strict clinical inspection. To be eligible for a refund, your return must meet ALL of the following criteria:

  • Complete Set: The return must include the device, all original retail packaging, user manuals, charging cables, and any included accessories.

  • Working & Sanitary Condition: The device must be fully functional. For hygiene compliance, the device MUST be thoroughly wiped clean of all makeup, serums, oils, and biological residues before shipping.

  • Inspection Protocol & Refurbishment Fee: All returns are meticulously inspected under lighting. If a device is returned visibly dirty, heavily scratched, damaged due to improper use, or missing original components, Sf Glow reserves the right to deduct a Hygiene & Restocking Fee of up to 50% from your refund, or reject the return entirely.

  • Skincare & Topicals: Any topical skincare products (serums, creams, etc.) purchased are ONLY eligible for a return if they remain completely unopened, unpeeled, and in their original sealed packaging. Used or unsealed skincare items are strictly non-refundable.

3. Return Shipping & Transit Protocols

  • Return Shipping Costs: Customers are responsible for their own return shipping costs. Original shipping charges (if applicable) and return shipping fees are non-refundable. We strongly advise using a trackable shipping service and purchasing insurance. Sf Glow is not responsible for returns lost or damaged in transit.

  • The 15-Day Transit Rule: Once our support team authorizes your return, you have 15 calendar days to hand the package over to a carrier. If the return tracking is not scanned as "in transit" within this timeframe, your return authorization will automatically expire, and the order will no longer be eligible for a refund.

4. Lost or Stolen Packages (Marked "Delivered") If your tracking information confirms that the package was "Delivered" to the exact address provided at checkout, but you cannot locate it, we will assist you in filing a claim with the carrier. We do not issue cash refunds for stolen or misplaced packages. We will only issue a replacement device after a carrier investigation. You must notify us within 7 days of the delivery date to initiate this protocol.

5. Damaged Upon Arrival Orders that arrive physically damaged by the carrier are eligible for an immediate, free replacement (not a cash refund). You must notify our team at support@sfglow.com within 72 hours of delivery, including clear photos of the damaged external shipping box, the shipping label, and the damaged device.

6. Refused Deliveries & "Return to Sender" If you refuse a delivery, or if a package is returned to us by the carrier due to an incorrect, incomplete, or undeliverable address provided at checkout, a 20% Reverse Logistics & Restocking Fee will be deducted from your total refund to cover the carrier's return penalty fees.

7. How to Initiate a Return Do NOT send your purchase back to the manufacturer or the address on your original shipping label. Doing so will result in a lost package and a denied refund. To start the process, email support@sfglow.com with your Order Number and the reason for your return. Our team will provide you with a Return Merchandise Authorization (RMA) number and the correct warehouse address.

8. Refund Processing Timeline Once your return is received and passes our hygiene inspection, we will email you to confirm the approval or rejection of your refund. Please allow 7-10 business days for our warehouse to process the return. If approved, a credit will automatically be applied to your original payment method. Depending on your financial institution, it may take an additional 5-10 business days for the funds to reflect in your account.