Refund, Return, Exchange & Cancellation Policy
Premium plant based skincare · Backed by science
Last updated: 12 October 2026
In short: unopened products can be returned within 7 days of delivery; tell us within 48 hours if anything arrives damaged, leaking or incorrect and we’ll put it right; orders can be cancelled free of charge before dispatch; approved refunds go back to your original payment method.
1. Introduction
At Beatrice Glow & Spa, customer satisfaction, product quality, safety and transparency are important to us.
We are committed to providing premium plant based skincare products thoughtfully formulated with botanical ingredients and scientifically supported skincare actives.
This Refund, Return, Exchange & Cancellation Policy establishes fair procedures for handling purchases, cancellations, damaged products, incorrect orders and refund requests.
Our policy is guided by the Federal Competition and Consumer Protection Act (FCCPA) 2018, applicable Nigerian consumer protection laws and relevant product safety requirements.
By purchasing from Beatrice Glow & Spa, customers acknowledge this policy. Nothing in this policy excludes or restricts any consumer right guaranteed by Nigerian law.
2. General return policy
Due to the personal care nature of our skincare products, we maintain strict hygiene and product integrity standards.
For voluntary returns or exchanges where there is no product defect or other legally recognised reason for return, the following conditions apply:
- The product must be unopened, unused and in its original packaging.
- The safety seal, where applicable, must remain intact.
- Proof of purchase must be provided.
- Customers should contact us within 7 calendar days of delivery to request a voluntary return.
Voluntary returns are subject to approval following product inspection.
For hygiene and safety reasons, we generally do not accept voluntary returns of opened, used, tampered with or partially consumed skincare products.
Important: These hygiene restrictions and the 7 day voluntary return period do not limit statutory rights relating to defective, unsafe, incorrectly described or otherwise noncompliant products.
3. Nonreturnable products for change of mind requests
The following products are generally ineligible for voluntary change of mind returns once opened or used:
- Body lotions, face creams, body butters, moisturisers and children’s products.
- Face serums and body oils.
- Body soaps, black soaps and shower gels.
- Facial cleansers, toners and exfoliating scrubs.
- Lip creams and lip care, stretch mark treatments and facial clays.
- Customised skincare formulations prepared for a specific customer.
Products purchased during promotional sales may have additional disclosed conditions for voluntary returns. However, promotional, discounted and customised products remain subject to all applicable statutory consumer rights.
4. Defective, damaged or incorrect products
Customers may qualify for a refund, replacement or other applicable legal remedy where:
- An incorrect product was supplied.
- The product received materially differs from its advertised description.
- A product arrives damaged or leaking due to packaging or delivery issues.
- The product is contaminated, defective, unsafe or fails applicable quality standards.
- The product is expired upon delivery.
- The product does not meet an expressly agreed purpose or applicable legal requirements.
Customers are encouraged to notify our support team within 48 hours of delivery for visible damage, leakage or incorrect items to facilitate prompt investigation. Please provide:
- Your order number or proof of payment.
- Clear photographs or videos showing the issue, where available.
- The product name and batch number, where available.
- A description of the problem.
The 48 hour notification period is an administrative recommendation, not a deadline that extinguishes statutory rights.
Under Section 132 of the FCCPA, qualifying defective goods may be returned within three months of delivery, without penalty and at the supplier’s risk and expense, for an applicable statutory remedy.
Where a refund is legally required, Beatrice Glow & Spa will not impose an unlawful deduction or require the customer to accept store credit instead.
5. Skin sensitivity, allergic reactions & product results
We recognise that individual skin types, conditions, sensitivities and responses to skincare ingredients may vary.
Customers are encouraged to review ingredient information, follow product instructions and discontinue use if irritation occurs.
An individual preference, dissatisfaction with a product’s texture or fragrance, or a difference in expected cosmetic results does not automatically establish a product defect.
However, where a product is unsafe, defective, misrepresented, unsuitable for an expressly communicated and agreed purpose, or otherwise fails applicable legal standards, the customer retains their statutory rights.
Where a customer reports a suspected adverse skin reaction, Beatrice Glow & Spa will assess the complaint appropriately and may request product details, batch information, photographs and relevant supporting information.
We will not automatically reject a refund or other lawful remedy solely because a customer has opened or used a product before discovering a defect or safety concern.
6. Order cancellation policy
Customers may request order cancellation by contacting our customer support team.
Before dispatch: Orders that have not been dispatched may be cancelled, subject to applicable legal rights and any reasonable, previously disclosed charges that are lawfully permitted.
After dispatch: Once an order has been dispatched, cancellation requests will be assessed according to the delivery status, product condition and applicable consumer protection law.
A customer’s refusal to receive an order does not automatically remove their statutory rights.
Where a cancellation fee is legally permitted, it must be reasonable and properly disclosed.
7. Customised skincare orders
Customised skincare products are prepared based on specific customer requests or agreed skincare requirements.
Because these products may be specially formulated or prepared, voluntary change of mind cancellations or returns may be restricted once production has commenced.
Any applicable cancellation charges must be reasonable, disclosed and consistent with Nigerian law.
Customised products that are defective, unsafe, misrepresented or otherwise fail statutory quality requirements remain eligible for applicable legal remedies.
8. Refund processing
Once a refund request is received, our customer support team will review the complaint and supporting information. Our service targets are:
- Acknowledgement: within 2 business days.
- Initial assessment: within 5 business days after receiving sufficient information.
- Approved refund processing: within 7 business days after the refund decision, subject to payment provider processing times.
These are internal service targets and do not postpone or restrict any earlier remedy required by law.
Approved monetary refunds will ordinarily be made through the original payment channel or another mutually agreed, secure payment method.
Where the law entitles a customer to a full refund, we will provide that refund rather than impose compulsory store credit.
9. Delivery delays, lost parcels & failed deliveries
Beatrice Glow & Spa works to ensure that orders are packaged securely and delivered within communicated delivery estimates. Where delays occur, customers will be informed as reasonably practicable.
If a parcel is lost before delivery or a product is not supplied as agreed, we will investigate and provide an appropriate remedy in accordance with applicable law.
Delivery through a third party courier does not automatically eliminate Beatrice Glow & Spa’s legal responsibilities to customers.
Additional delivery charges caused by an incorrect address supplied by the customer may be payable by the customer, where lawful and disclosed.
10. Promotional sales and discounted products
Products purchased during promotional campaigns remain subject to Nigerian consumer protection laws.
We may apply special conditions to voluntary change of mind returns during promotions, provided those conditions are communicated before purchase and are legally enforceable.
Discounted or promotional products are not exempt from statutory rights relating to defective, unsafe or misrepresented goods.
11. Fraudulent claims and policy misuse
Beatrice Glow & Spa reserves the right to investigate suspected fraudulent refund claims, manipulated evidence, duplicate claims or deliberate product tampering. We may request reasonable supporting information and conduct appropriate product inspections.
Where fraud is reasonably established, we may decline claims that have no valid contractual or statutory basis and take lawful action where appropriate.
We will not use fraud prevention procedures to unfairly deny genuine consumer complaints or statutory remedies.
12. Customer responsibilities
Customers are encouraged to:
- Provide accurate delivery and contact information.
- Read product descriptions, ingredient information and usage instructions.
- Follow recommended storage and application directions.
- Keep proof of purchase.
- Report product quality or safety concerns promptly.
- Cooperate reasonably with legitimate complaint investigations.
These responsibilities do not remove or diminish consumer rights under Nigerian law.
13. Complaint resolution
We aim to resolve complaints fairly, professionally and promptly. Customers should first contact our customer support team to allow us to investigate and propose an appropriate resolution.
If a complaint remains unresolved, customers may seek assistance from the Federal Competition and Consumer Protection Commission (FCCPC) or another competent regulatory authority. Customers retain their rights to pursue remedies through the appropriate legal or regulatory channels.
14. Governing law
This policy is governed by the applicable laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act 2018. Where any provision of this policy conflicts with mandatory Nigerian consumer protection law, the applicable law shall prevail.
15. Contact information
For order concerns, refund requests, returns, exchanges or complaints, please contact:
Beatrice Glow & Spa
Plot 5 Vanni Estate
Email: info@beatriceglow.com
Email: beatriceglow749@gmail.com
Phone: 0814 095 7775
WhatsApp: +2348140957775
Website: beatriceglow.com
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Our commitment: to deliver premium skincare products with transparency, accountability, quality and respect for every customer’s consumer rights.
Beatrice Glow & Spa, Rooted in Nature. Backed by Science. Created for Your Glow.