Return Policy

Shopping with confidence.

We want you to love your glow. Here's exactly how returns, refunds and our guarantee work — no fine-print surprises.

30-Day Satisfaction Guarantee Not happy with your REDLUME? Reach out within 30 days of delivery and we'll make it right.

1 Our 30-day window

You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be in the same condition you received it — unused, undamaged, and in its original packaging with all accessories, free gifts and inserts included.

To start a return, contact us first (details below) with your order number. Please don't send anything back before we've confirmed your return — unauthorised returns may not be accepted or refunded.

2 What can be returned

Unopened, unused items in original, sealed packaging within 30 days of delivery.
Faulty or damaged items — if your product arrives defective or is damaged in transit, we'll replace or refund it in full, including shipping.
Wrong item received — if we sent the wrong product, that's on us and we'll sort it at no cost to you.

3 What can't be returned

For hygiene and safety reasons — and to keep prices fair for everyone — the following can't be returned unless they're faulty:

Opened or used skincare (serums, creams and other personal-care items) once the seal is broken.
Free gift items on their own — free serum and capsule cream are part of a promotion and have no cash value.
Items returned after 30 days, or without their original packaging and accessories.
Damage from misuse — items harmed by drops, water, or use that goes against the instructions.

None of this affects your rights to a repair, replacement or refund for genuinely defective goods under the Consumer Protection Act.

4 How to return an item

Contact us within 30 days with your order number and the reason for your return.

We'll confirm your return is approved and send you the return address and instructions.

Ship it back safely packaged. We recommend a tracked service — you're responsible for the item until it reaches us.

We inspect & refund. Once received and checked, we'll process your refund or replacement.

5 Refunds & return shipping

Approved refunds are made to your original payment method within 5–10 business days of us receiving and inspecting the item. Your bank may take a little longer to reflect it.
If the return is due to a fault, damage, or our error, we cover return shipping.
For change-of-mind returns, the original shipping is non-refundable and return postage is your responsibility.

6 Cancellations & wrong address

Need to cancel or change your order? Contact us as soon as possible — if it hasn't shipped yet, we'll happily amend or cancel it. Once an order is with the courier we can't recall it, but you can start a return once it arrives.

Please double-check your delivery address at checkout. Parcels returned to us due to an incorrect address or failed collection may incur a re-delivery fee.

Ready to start a return?

Get in touch with your order number and we'll guide you through it — quickly and hassle-free.

This policy is provided for general information and forms part of our terms of sale. It does not limit any rights you may have under the South African Consumer Protection Act. REDLUME reserves the right to update this policy at any time; the version on this page at the time of your order applies.