Refund policy
RETURNS, REFUNDS & CANCELLATIONS POLICY
Glam Glow LTD
Effective date: 11 August 2026
This policy applies to all orders placed with Glam Glow LTD ("we", "us", "our") through glamglowltd.com. It explains your right to cancel, return, or exchange items, and how refunds are processed. It is written to comply with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and, for EU customers, the EU Consumer Rights Directive (2011/83/EU) as implemented in your country of residence. Nothing in this policy affects your other statutory rights, including those under the UK Consumer Rights Act 2015.
1. YOUR STATUTORY RIGHT TO CANCEL (UK & EU CUSTOMERS)
If you are a consumer in the UK or EU, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as the "cooling-off period" and applies to purchases made online.
- To cancel, tell us within 14 days of the day you (or someone you nominate) receives the goods. Email support@glamglowltd.com with your order number and a clear statement that you wish to cancel.
- Once you've told us, you have a further 14 days to return the goods to us.
- We will refund you within 14 days of receiving the returned goods (or, if earlier, within 14 days of you providing evidence of having sent them back).
Exemption for sealed/hygiene goods: Under Schedule 3, paragraph 12 of the Consumer Contracts Regulations 2013 (and the equivalent EU provision, Article 16(e) of the Consumer Rights Directive), the right to cancel does not apply to sealed cosmetics, skincare, and fragrance products once the seal has been broken or the product used after delivery, as these goods are not suitable for return for health protection and hygiene reasons. Your right to cancel is unaffected if the seal is intact.
2. OUR STORE RETURNS POLICY (ALL CUSTOMERS)
In addition to the statutory right above, and for customers outside the UK/EU who are not covered by it, we offer a store returns policy: unopened, unused items in their original packaging may be returned within 30 days of delivery for a full refund or exchange, subject to Section 4 below.
3. HOW TO START A RETURN
- Email support@glamglowltd.com with your order number, the item(s) you'd like to return, and your reason.
- We will confirm the return and provide a return address and instructions.
- Please wait for our confirmation before sending anything back — unauthorised returns may be delayed.
4. CONDITION OF RETURNED ITEMS
To qualify for a return or refund, items must be:
- Unopened, unused, and in their original packaging, with any hygiene seal intact
- In the same condition in which you received them
We cannot accept returns or refunds on:
- Opened or used cosmetics, skincare, or fragrance products
- Items with a broken or missing hygiene seal
- Gift cards
- Items marked as final sale or clearance
None of the above affects your rights if the item is faulty, damaged, or not as described — see Section 5.
5. FAULTY, DAMAGED, OR INCORRECT ITEMS
If your order arrives faulty, damaged, or different from what you ordered, contact support@glamglowltd.com within 14 days of delivery with your order number and photos of the issue. We will offer a replacement, exchange, or full refund, including original delivery charges, and we will cover return shipping. This applies even to opened or used items, since the hygiene exemption in Section 1 does not apply to faulty goods.
6. RETURN SHIPPING COSTS
- Change of mind: you are responsible for return shipping costs, unless we tell you otherwise.
- Faulty, damaged, or incorrect item: we cover return shipping, or provide a prepaid label where available.
- We recommend using a tracked shipping service, as we are not responsible for items lost in transit back to us.
7. REFUNDS
Once we receive and inspect your return, we will email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 14 days. Your bank or card provider may take a few additional days to display the refund.
Original delivery charges are refunded only where the return is due to a fault, damage, or our error. Delivery charges are not refunded for change-of-mind returns, in line with UK/EU regulations, which only require reimbursement of the cheapest standard delivery option we offer.
8. EXCHANGES
If you'd like a different shade or product, the fastest option is to return your original item for a refund and place a new order. Email support@glamglowltd.com and we'll help you choose the right product.
9. GIFTS
If an item was marked as a gift and shipped directly to you, you'll receive a gift credit for the returned value. If it wasn't marked as a gift, or the gift-giver had it shipped to themselves first, the refund goes to the gift-giver.
10. INTERNATIONAL RETURNS
For orders shipped outside the UK, you are responsible for return shipping costs and any customs or import charges incurred when returning items, except where the item is faulty, damaged, or incorrect.
11. CONTACT US
Glam Glow LTD
10 Mechanics' Yard, Darlington, DL3 7QE, United Kingdom
Email: support@glamglowltd.com
Phone: +44 1325 406000