Payment and refund

Last updated: 18 August 2026

GLOW & AURA (EST 2026) ("GLOW & AURA", "we", "us" or "our") wants you to have a clear understanding of our payment, returns and refund processes.

This policy applies to purchases made through our online store at glowandaura.net.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or any other applicable law.

1. Payment methods

We currently accept the following payment methods through our online checkout:

Visa
Mastercard
Apple Pay
Google Pay

Payment options available to you may vary depending on your device, browser, location and other checkout conditions.

All prices on our website are displayed in Australian dollars (AUD) unless otherwise stated.

2. Payment processing

When you place an order, your payment is processed through Shopify and/or the relevant payment provider available at checkout.

Your order will generally only be processed after the payment has been successfully authorised or received.

If a payment cannot be successfully processed, your order may not be completed.

We reserve the right to cancel an order where payment has not been successfully received or where we reasonably believe that a transaction may involve fraud, unauthorised activity or other unlawful conduct.

3. Pricing

We make reasonable efforts to ensure that prices displayed on our website are accurate.

Prices may change from time to time without notice. However, a price change will not affect an order that we have already accepted and confirmed, except where an obvious pricing error has occurred.

If we discover an obvious pricing error in an order, we may contact you to discuss the error and available options before fulfilling the order.

4. Change-of-mind returns

We offer a 7-day change-of-mind return period for eligible products.

If you simply change your mind about a purchase, you may contact us within 7 days of delivery to request a return.

To be eligible for a change-of-mind return, the product must generally be:

unused;
unopened;
in its original condition; and
in its original packaging.

Change-of-mind returns are subject to our approval.

For approved change-of-mind returns:

the customer is responsible for return postage;
the original shipping/delivery fee is not refundable; and
the product must be returned in accordance with the return instructions we provide.

This change-of-mind policy is a voluntary policy provided by GLOW & AURA and does not limit or affect your rights under the Australian Consumer Law.

5. Faulty, damaged or incorrect products

If a product you receive is:

faulty or defective;
damaged;
unsafe;
significantly different from its description;
not of acceptable quality;
not fit for a purpose that we represented it would be fit for; or
otherwise does not meet an applicable consumer guarantee,

please contact us as soon as reasonably possible.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide an appropriate remedy, which may include a repair, replacement or refund.

The appropriate remedy will depend on the nature and seriousness of the problem and the requirements of applicable law.

We will not require you to rely solely on our voluntary change-of-mind policy where you are exercising a right or remedy available to you under the Australian Consumer Law.

6. Products damaged during delivery

If your order arrives damaged, please contact us at:

info@glowandaura.net

Where reasonably possible, please provide:

your order number;
photographs of the damaged product;
photographs of the packaging; and
a brief description of the damage.

This information helps us investigate the issue with our fulfilment or delivery providers and determine the appropriate solution.

Depending on the circumstances, we may arrange a replacement, refund or other appropriate remedy.

You do not need to contact the delivery provider yourself before contacting GLOW & AURA.

7. Incorrect products

If you receive an item that is different from the product you ordered, please contact us at info@glowandaura.net.

Please provide your order number and, where reasonably possible, photographs of the product received.

Where the incorrect item was supplied by us or our fulfilment provider, we will work with you to arrange an appropriate solution, which may include a replacement or refund.

Where a return is required because we supplied the wrong product, we will provide instructions regarding the return and will not require you to bear the reasonable return cost where required by law.

8. How to request a return or refund

To request a return or refund, please contact:

Email: info@glowandaura.net

Please include:

your full name;
order number;
the product concerned;
reason for the return or refund; and
photographs or other information where reasonably necessary to assess the request.

We will review your request and provide you with the appropriate next steps.

Please do not send a product back to us before receiving return instructions from GLOW & AURA.

9. Return postage

Change-of-mind returns

For an approved change-of-mind return, the customer is responsible for the return postage cost.

The original shipping/delivery fee is not refundable for a change-of-mind return.

Faulty, damaged or incorrect products

Where a product is faulty, damaged, incorrect or otherwise covered by an applicable consumer guarantee, GLOW & AURA will handle return costs and arrangements in accordance with the Australian Consumer Law and the circumstances of the issue.

10. Return address

For security and operational reasons, we do not publicly display our return address on this website.

If we approve a return, we will provide you with the appropriate return address and instructions.

Please do not return products to a supplier, fulfilment provider or other address unless we specifically instruct you to do so.

11. Refunds

Where a refund is approved, we will generally issue the refund to the original payment method used for the purchase.

We generally process approved refunds within 10 business days after the refund has been approved and any required return or assessment process has been completed.

The time for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

12. Original shipping charges

For an approved change-of-mind return, the original shipping or delivery charge is not refundable.

This does not limit any right you may have to a refund of delivery costs or other amounts under the Australian Consumer Law where applicable.

13. Missing or delayed deliveries

Delivered but not received

If tracking information indicates that your order has been delivered but you have not received it, please contact us at info@glowandaura.net.

We will investigate the matter and, where appropriate, contact the relevant delivery or fulfilment provider.

Please provide your order number and any relevant delivery information.

Delayed delivery

If your order is delayed, please contact us and we will investigate the delivery status with the relevant provider where appropriate.

Delivery times can be affected by circumstances outside our reasonable control, including courier delays, weather, peak periods and other logistical issues.

14. Personalised or custom-made products

We may offer personalised or custom-made products in the future.

Where a product is specifically personalised or made according to your individual requirements, change-of-mind returns may not be available where permitted by law.

However, this does not affect your rights under the Australian Consumer Law if the product is faulty, defective, unsafe, not as described or otherwise fails to meet an applicable consumer guarantee.

Any specific return conditions for personalised or custom-made products will be communicated before purchase where applicable.

15. Clearance and sale products

We may offer products at discounted, clearance or promotional prices.

A discounted or clearance price does not remove or reduce your rights under the Australian Consumer Law.

For example, if a product is faulty or otherwise fails to meet an applicable consumer guarantee, you may still have a right to an appropriate remedy.

Change-of-mind returns for clearance or sale products are subject to the change-of-mind conditions in this policy unless otherwise stated at the time of purchase.

16. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Where the Australian Consumer Law applies, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Our voluntary change-of-mind policy is separate from these legal rights.

For more information about Australian Consumer Law consumer guarantees, you can visit the Australian Competition and Consumer Commission (ACCC).