Return & Refund policy

We value your trust and aim to make your experience smooth and transparent. Please read this policy carefully before requesting a return, exchange, or refund.

1) Return Eligibility

  • Unused and sealed items: You can return products if they are unused, unopened, and in their original packaging within 7 days of purchase.
  • Damaged, broken, incorrect, or missing items: If your order arrives damaged, broken, or missing something, you must contact us within 24 hours of delivery. Claims made after 24 hours will not be accepted.
  • Change of mind: Returning or exchanging because you changed your mind is not allowed.
  • Return shipping cost: You will need to pay for the return shipping using a trackable courier service.
  • Sale items: Products bought on Flash Sales or special discounts may not be eligible for refunds.
Tip: Keep the box, invoice, and product sealed until you confirm everything is correct.

2) Mandatory Unboxing Video for Claims 24-hour window

For claims about damaged, broken, incorrect, or missing items, an uncut, continuous unboxing video is required:

  1. Show the sealed parcel from all sides.
  2. Show the invoice and company flyer inside the parcel.
  3. Open the package in one go, without any cuts in the video.
  4. Show the product condition and quantity check clearly (e.g. lipsticks, serums, perfumes etc).

3) Items Not Eligible for Return/Refund

  • Used or opened products
  • Shipping fees
  • Bank charges, or third-party processing fees

4) Refund & Exchange Process

  • Inspection: Once we receive the returned product, we will check it carefully within 24 - 48 hours.
  • Refund method: Issued to the original payment method (Bank Transfer or Credit/Debit Card).
  • If no valid issue is found:
    • The item will be shipped back to you, or
    • Discarded after 6 months if you decline the return shipment.
  • Exchanges: Only for the same product if defective or damaged, subject to approval via support@dreamglassskincare.online.

5) Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or credit card statement.
  2. Contact your bank to ask about processing times.

6) Contact Us

If you have any questions about returns, refunds, or exchanges:

Important Note: Dream Glass Skincare may update this policy at any time. The version published on our website is the most current and applies to all orders.