1. Overview & Hygiene Standards

At CellGlow SkinCare, we are committed to delivering 100% authentic, medical-grade Korean skincare products. Due to strict hygiene, safety, and health regulations regarding topical formulas, exosome ampoules, and creams, opened or used items cannot be returned or exchanged.

2. Eligibility for Returns & Replacements

We accept return or replacement requests under the following conditions within 48 hours of parcel delivery:

• Damaged or Broken Items: Products damaged during transit.
• Incorrect Order Received: You received an item different from your original order confirmation.
• Unopened & Sealed Condition: The product must remain in its original, sealed packaging with all protective shrink wraps intact.

3. How to Submit a Claim

To process your claim quickly, please follow these steps within 48 hours of receiving your delivery:

1. Email our support team at support@cellglowskin.com or WhatsApp customer care with your Order Number.
2. Attach clear photos and an unboxing video showing the damaged or incorrect item alongside the outer courier packaging.
3. Our Quality Assurance team will review the claim within 24–48 business hours and approve a replacement dispatch or refund.

4. Refunds & Processing Time

Once your returned item is inspected and approved:

• Bank Transfer / Digital Wallet: Approved refunds for COD orders will be transferred via IBFT (Bank Transfer), JazzCash, or EasyPaisa within 5–7 business days.
• Credit/Debit Card Payments: Refunds will be credited back to the original payment card within 7–10 working days, depending on your bank.

5. Non-Returnable Items

The following items are strictly non-refundable:

• Items with broken seals or signs of usage.
• Products purchased during promotional clearance sales or flash discounts.
• Claims submitted after 48 hours of parcel delivery.