Return & Refund Policy – Arctic Glow

Last updated: July 14, 2026

At Arctic Glow, we want you to feel confident about every skincare purchase. This policy explains how returns, damaged orders, product concerns, and refunds are handled for customers in Canada and the United States.

Return window

You may request a return within 7 days after delivery.

Change-of-mind returns

For a change of mind, an incorrect shade selected by the customer, or dissatisfaction with scent, texture, or expected results, the product must be unused, unopened, in its original packaging, and in the same condition in which it was received.

Opened or used skincare, cosmetics, and personal-care products cannot be returned for preference reasons because of hygiene and safety requirements.

Damaged, leaking, defective, contaminated, or incorrect items

If an item arrives damaged, leaking, defective, with a broken seal, or different from what you ordered, contact us within 7 days of delivery. Include your order number and clear photos or video of the item, packaging, shipping label, and batch or lot code when available.

After review, we may provide a replacement, store credit, or refund. If a return is required because of our error or a verified product issue, Arctic Glow will cover the reasonable return-shipping cost.

Missing items or partial shipments

If an item is missing, first check your shipping confirmation because an order may arrive in more than one package. If the shipment is complete and an item is still missing, contact us within 7 days of delivery. We will investigate and, when verified, replace or refund the missing item.

Adverse reactions and safety concerns

Stop using the product immediately. Keep the product, packaging, ingredient list, and batch or lot code, and contact us as soon as possible with your order number, photos, how the product was used, and a description of the reaction. Seek medical attention for a serious or worsening reaction.

Opened-product restrictions do not prevent you from reporting a safety concern or receiving an appropriate resolution when a product is verified as defective, contaminated, or incorrectly supplied. Adverse-reaction requests are reviewed individually and do not guarantee a refund when the product is not defective.

Packages marked delivered but not received

Please wait 24–48 hours after the carrier’s delivery scan, confirm the shipping address, and check with household members, neighbours, reception, or the building mail area. If the package is still missing, contact us within 7 days of the delivery scan. We will help open a carrier or fulfillment investigation before determining the available resolution.

Shipping delays and unshipped orders

Delivery estimates are not guarantees, and carrier, weather, customs, or border delays after shipment do not automatically qualify for a refund. If we cannot ship within the timeframe stated at checkout or a material delay affects an unshipped order, we will provide an updated estimate and, when required, the option to accept the delay or cancel the unshipped order for a refund.

Cancellations

Cancellation requests must be submitted within 12 hours of purchase. We will do our best to help, but an order that has already been processed or shipped cannot be cancelled.

Sale items, gift cards, bundles, and free gifts

Sale or final-sale items and gift cards are not returnable for change-of-mind reasons. This exclusion does not apply to damaged, defective, contaminated, missing, or incorrectly supplied items.

Approved returns of a bundle must include all eligible components. If a promotional gift is not returned, its stated value may be deducted from the refund where permitted by law.

Return shipping

Customers are responsible for return-shipping costs for approved change-of-mind returns. Original shipping fees are non-refundable unless the order was defective, damaged, missing, or incorrect, or unless applicable law requires otherwise. Do not send a return before receiving approval and return instructions.

Refund timing

Once an approved return is received and inspected, we will notify you. Approved refunds are issued to the original payment method. Please allow 5–10 business days after processing for your bank or card provider to post the credit.

How to request help

Email support@arcticglowbeauty.com with your order number, the reason for your request, and photos or video when relevant. We normally reply within 24–48 business hours, Monday to Friday.

Nothing in this policy limits rights that cannot be excluded under applicable consumer-protection law.