Refund policy

Bi-Gloss Returns & Refund Policy

Last Updated: August 2026

Thank you for choosing Bi-Gloss. We want every customer to love their purchase. Due to the nature of our products being cosmetic and applied directly to the lips, we have created this Returns & Refund Policy to protect both our customers and the hygiene standards of our products.

This policy applies to all purchases made through our online store.

1. General Return Policy

At Bi-Gloss, customer satisfaction is important to us. However, because our products are cosmetic items intended for personal use, we cannot accept returns or exchanges on products that have been opened, used, tested, worn, or removed from their original sealed packaging.

For health, safety, and hygiene reasons, returned lip products must remain:

Unopened
Unused
Unwatched
In their original packaging
With all seals and protective packaging intact

Any product that has been opened or used cannot be returned or refunded.

2. Online Purchase Cancellation Rights

If you purchased your Bi-Gloss product online, you may have rights under applicable South African consumer legislation, including the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008.

Where applicable, customers may request cancellation within the legally prescribed period after receiving their order.

To qualify:

The product must be unused and unopened.
The product must be returned in its original condition.
The customer may be responsible for reasonable return delivery costs where permitted by law.
Refunds will only be processed once the returned product has been received and inspected.

Nothing in this policy removes or limits any rights you have under South African consumer law.

3. Hygiene & Cosmetic Product Exclusion

Due to the personal nature of lip cosmetics, we do not accept returns for:

Opened lip gloss
Used lip gloss
Products where the seal has been broken
Products with visible signs of application
Products returned without original packaging

This policy exists to ensure every customer receives a completely new and hygienic product.

4. Damaged, Defective, or Incorrect Orders

We carefully inspect every Bi-Gloss product before dispatch.

If you receive:

A damaged product
A defective product
The wrong product
A missing item from your order

please contact us within 7 days of delivery.

Please provide:

Your order number
Photos or videos showing the issue
A description of the problem

We will investigate and, where appropriate, provide a replacement, repair, or refund in accordance with applicable consumer laws.

5. Change of Mind Returns

We understand that preferences can change. However, due to hygiene and safety reasons, Bi-Gloss does not accept returns based only on:

Change of mind
Incorrect colour choice
Personal preference after opening
Not liking the shade after use
Purchasing the wrong item

We strongly recommend reviewing product descriptions, shade information, and images before completing your purchase.

6. Refund Process

Approved refunds will be processed after:

The returned product has been received.
The product has been inspected.
The return has been approved.

Refunds will be issued using the original payment method where possible.

Processing times may vary depending on your payment provider or bank.

7. Return Shipping

Unless the product is confirmed to be faulty, damaged, or incorrectly supplied:

Customers are responsible for return shipping costs.
We recommend using a tracked delivery service.
Bi-Gloss is not responsible for returned parcels lost during shipping.

8. Incorrect Address Information

Customers are responsible for providing accurate delivery information.

If an order is returned because:

The address provided was incorrect
The customer was unavailable to receive delivery
The customer failed to collect the parcel

additional delivery charges may apply before the order can be resent.

9. Fraud Prevention

Bi-Gloss reserves the right to refuse returns or refunds where there is reasonable evidence of:

Fraudulent activity
Product misuse
Repeated unreasonable refund requests
Returns that do not comply with this policy

All decisions will be made fairly and in accordance with applicable South African consumer laws.

10. Contact Us

For any return or refund enquiries, please contact:

Bi-Gloss Customer Support

Email: maisonlume06@gmail.com

Website: maisonlume.co.za

Please include your order number in all communication.

Legal Disclaimer

This Returns & Refund Policy is intended to operate alongside the rights and protections provided to consumers under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Where a conflict exists between this policy and mandatory consumer rights provided by South African legislation, the applicable law will prevail.