Refund policy

Returns & Exchanges Policy – Glow Gate

Last Updated: September 26, 2026

At Glow Gate, we are committed to providing genuine products in good condition and to delivering a reliable and satisfactory shopping experience for our customers.

This Returns & Exchanges Policy explains the general procedures for requesting returns or exchanges, while taking into consideration the nature of our products and the consumer rights provided under the applicable laws and regulations of the Arab Republic of Egypt.

1. Damaged or Incorrect Products

If you receive any of the following:

  • A damaged product.

  • A product different from the one you ordered.

  • A quantity different from the quantity stated in your order.

  • A product with visible damage or defects upon delivery.

Please contact Glow Gate as soon as reasonably possible after discovering the issue.

We may ask you to provide information or supporting materials, such as:

  • Order number.

  • Photos of the product.

  • Photos of the external packaging.

  • Photos showing the damage or issue.

  • Any other information that may help us review the case.

After reviewing the order and verifying the issue, the case may be resolved through a replacement, refund, or another appropriate solution, depending on the nature of the issue and the customer's rights under applicable law.

2. Returns or Exchanges for Other Reasons

Customers may request a return or exchange in circumstances where such action is permitted by applicable law, taking into consideration:

  • The nature of the product.

  • The condition of the product.

  • Any legally applicable time limits.

  • Exceptions or restrictions that may apply to certain products.

  • Any specific conditions stated for a product or promotion.

Customers are encouraged to keep the product, original packaging, and included contents in their original condition as much as reasonably possible until the return or exchange request has been reviewed.

3. Personal Care and Cosmetic Products

Due to the specific nature of certain skincare, haircare, body care, cosmetics, and personal care products, products that have been opened or used may be subject to restrictions or exceptions regarding returns or exchanges where permitted by applicable law.

This does not affect the customer's legal rights in cases involving defective products, products that do not match the order, or any other situation where the law provides the consumer with a right to return or exchange the product.

4. Product Condition

Depending on the reason for the return or exchange and the circumstances of the case, the product may be required to:

  • Remain in its original condition to the extent reasonably possible considering the reason for the return.

  • Include the original packaging and contents where reasonably possible.

  • Not have been damaged as a result of misuse or improper handling.

  • Be accompanied by the order number or other proof of purchase.

Each request will be assessed individually based on the nature of the issue, the product, and applicable legal requirements.

5. Shipping and Return Costs

If a return or exchange is required because of an error attributable to Glow Gate, including:

  • Sending the wrong product.

  • Sending an incorrect quantity.

  • A verified product defect.

  • Another issue for which Glow Gate is responsible.

Shipping and return costs will be handled according to the circumstances and without limiting any mandatory consumer rights under applicable law.

If the return or exchange is requested because the customer has changed their mind or for a reason unrelated to an error by Glow Gate, the customer may be responsible for applicable shipping or return costs where permitted by law.

6. Refunds

Once a return request has been approved and the product has been received and inspected, where necessary, the applicable refund will be issued using the original payment method or another available refund method.

The time required for a refund to appear in the customer's account may vary depending on the customer's bank, electronic payment provider, or other service provider.

Any fees or charges associated with payment processing, shipping, or third-party services will be handled in accordance with applicable laws and the terms of the relevant service provider.

7. Promotions, Discounts, and Free Gifts

If an order is part of a promotional offer that includes free products or gifts linked to the purchase of specific products, the customer may be required to return the promotional products or gifts when returning the entire order, subject to the terms of the promotion and applicable law.

For partial returns, the value of the applicable discount or promotional offer may be recalculated based on the products retained and the products returned.

The final refund amount will be determined in accordance with the applicable promotional terms and laws.

8. Order Cancellation or Refusal of Delivery

If you wish to cancel your order before it is shipped, please contact Glow Gate as soon as possible so that we can attempt to stop the order from being prepared or shipped.

If the order has already been handed over to the shipping provider, cancellation or refusal of delivery may be subject to the procedures of the relevant shipping provider and any costs permitted by applicable law.

This does not affect any mandatory consumer rights relating to cancellation or returns.

9. How to Request a Return or Exchange

To help us process your request more efficiently, please provide:

  • Order number.

  • Customer name.

  • Phone number used for the order.

  • Product name.

  • Reason for the return or exchange.

  • Photos of the product and packaging if the request concerns a damaged or incorrect product.

  • Any additional information that may help us assess the issue.

Return and exchange requests can be submitted to:

Glow Gate

Email: Info@glowgate-egy.com
Website: glowgate-egy.com

After receiving your request, our customer service team may contact you for additional information or to explain the next steps.

10. Consumer Rights

This policy is not intended to exclude, limit, or reduce any mandatory consumer rights provided under the applicable laws and regulations of the Arab Republic of Egypt.

If any provision of this policy conflicts with a mandatory consumer right or protection provided by applicable law, the relevant legal provisions shall prevail.

Glow Gate may update this Returns & Exchanges Policy from time to time to reflect changes in our products, services, or legal requirements. Any updated version will be published on the website.