Returns & Refunds

Everything here is genuine, factory-sealed stock from the authorised Singapore distributor. If something goes wrong with your order, we will put it right.

Change of mind

Skincare is a personal-care product, so for hygiene and safety reasons we are not able to accept returns or exchanges for change of mind, or because a product did not suit your skin. Please check the product details carefully before you order.

Clearance items

Items in our Clearance section are genuine, factory-sealed stock sold at a deep discount because of their best-before date. That date is shown on every clearance product before you buy, so please check it before ordering. Everything else on this page applies to clearance items in the same way.

If something is wrong with your order

If your order arrives damaged, leaking, faulty, or is not what you ordered, let us know within 7 days of delivery at sales@softglowlab.com with your order number and a photo or two of the issue. We look at every case individually and will sort it out — usually with a replacement where we still have stock, or a refund to your original payment method.

Outer cartons and shipping boxes can pick up minor marks in transit. If the product itself is sealed and intact, it is fine to use, but do tell us if you are unsure and we will take a look.

Missing or undelivered parcels

Deliveries are made by Ninja Van, usually within 3–5 working days. If your parcel has not arrived within 10 working days of your order confirmation, or tracking shows it delivered but you have not received it, contact us and we will trace it with the courier and re-send or refund as appropriate.

Cancelling an order

Orders are packed quickly, so if you need to cancel, email us as soon as possible quoting your order number. If the order has not yet been dispatched we will cancel and refund it in full. Once it is on its way, the sections above apply.

How refunds are paid

Refunds are made to the card or payment method you used at checkout, through our payment provider Stripe. Once we confirm a refund it typically appears on your statement within 5–10 working days, depending on your bank.

Your rights

Nothing in this policy limits your rights under Singapore consumer protection law, including the Consumer Protection (Fair Trading) Act.