Returns and Exchanges

Applies to all non-faulty items – UK/EU and International

We hope you are happy with the products you order. However, you have a right to a 14-day ‘cooling-off’ period whereby you are entitled to cancel your order with us if (for any reason and without justification) you decide that you no longer want to keep items ordered from Glow Up Supply. This does not apply to the exceptions outlined below.

You have the right to cancel your order right from the date of the contract concluding with us (i.e. when we send our order confirmation email to you, regardless of whether or not you receive it). Upon order receipt, you have the right to cancel for a further period up to and until an expiry point of 14 days, beginning the day after the day upon which you or your recipient received the order.

Therefore, upon receipt, you must notify us that you wish to cancel your order within 14 days, starting from the day after order receipt. You must notify us of your decision in writing by email to contact@glowup.supply. No other method of communication will be accepted. Furthermore, sending an email will ensure we can properly log and process the request for you as swiftly as possible. If you are within the UK, this additional right does not affect your statutory rights.

You will be required to return your order to us. You will have a period of 14 days to return it, starting from the day after you have notified us of your request. Please ensure all items are enclosed within their original packaging, entirely unused and in full working order, as originally sold to you. You must ensure that you provide proof of purchase by way of confirmation of the order number and/or a copy of the packing slip, which will be enclosed in your original order. The items will carefully be inspected on receipt and if not received in an appropriate condition, we have the right to refuse any request for an exchange or refund. You will be liable for the requisite postage costs of sending any items back to you in the event that they fail our inspection checks upon their return to our warehouse.

Please note: before sending orders or any item/s back to us, you must first notify us of your intention to return an order and/or individual items via email, as well as receive a label from us prior to returning.

How to calculate the ‘cooling-off’ period of 14 days:

  • For an order where all items are delivered together: at the end of 14 days after the day on which the items come into your physical possession, or that of the order’s recipient, other than the carrier.
  • For an order with multiple items but where some items are delivered on different days: at the end of 14 days after the day on which the last of the items comes into either your or the order recipient’s physical possession, other than the carrier.
  • Wherever possible, we will process your refund upon inspection of the returned items at our warehouse. The approval and initiation of your request for a refund is made within 1-2 working days of receiving the returned order.

    In all of the above circumstances, customers returning unwanted items for a refund or exchange must pay for a return label, which will be sent to you by email by our customer service team once your request is received. Postage costs involved in delivering items to you or your recipients will not be refunded in these circumstances.

    No reimbursements will be given for initial delivery or return label costs, which will be deducted from the total refund amount given. If you wish to exchange any item/s, you will be liable for additional delivery costs, which will either be deducted from the amount available for exchange or payable separately.

    UK, EU and international orders

    We hope your products arrive in perfect condition! However, we appreciate that as with anything, things may not go to plan. If so, we will try to resolve matters for you amicably and quickly, where possible. In the event that any item is damaged and/or faulty upon opening, or you have received the wrong item/s, please contact us within 14 days of receipt by email at contact@glowup.supply and include your order number, full name and email address. We also require a photographic image or video of the item displaying the damage, and we may ask you for further details in order to allow us to quickly look into the matter.

    Upon approval, we will be happy to provide you with a full refund – if the problem applies to the entire order, we will include the cost of postage. Or alternatively, we can provide you with a replacement or exchange of items to the same value of the products in question. In your email to us, please advise us whether you would prefer an exchange or refund.

    In some cases, you may also be required to post the faulty item/s to us within 30 days of receiving your order. In particular, this will allow us to liaise with our manufacturers over items that are discovered to be faulty. In such cases, we will provide you with a pre-paid return label and ask that you keep hold of your proof of postage receipt so that we can refund this to you upon receipt and inspection of your parcel at our warehouse.

    Please note: no return requests in accordance with the above conditions will be accepted for items with minor cosmetic damage, or packaging scuffs from in-transit handling.

    International orders are subject to the same return conditions and ‘cooling off’ period as UK/EU orders. Should you change your mind, you have the right to cancel the purchase of your items from the point at which the order confirmation email is received, up to and until an expiry of 14 days, beginning the day after the day upon which you or your recipient received the order.

    You must notify us of your decision in writing by email to contact@glowup.supply.

    Please ensure the items in question are returned to us within a 14-day period, beginning the day after your notification is sent by email to us, and that they are within their original packaging, unused and in working order, as originally sold to you. Returned items will be inspected on receipt and if they do not reach us in saleable condition, we have the right to refuse an exchange or refund (in such instances, you will also be liable for the cost of re-delivery to your address or that of any chosen recipient).

    Refunds and exchanges for unwanted items exclude any reimbursement of shipping costs, both for delivering the the order to you and returning items to us. You will be responsible for covering return shipping costs and will neither be refunded for these, nor for any shipping costs related to your initial order. The cost of a return label from us, which will be sent to you by email once your request has been received, will be deducted from the overall refund amount and/or the total amount available for  exchanging any item/s for other goods. 

    If you wish to cancel an order that has already been dispatched, you will be required to return the items in question in accordance with the above procedures, and we will arrange a refund or exchange. 

    If an exchange is requested, the additional shipping cost of sending different items to you or your recipient will need to be covered by you. You will also be required to cover any price increase that may exist between your original item/s and the item/s you wish to exchange these for.

    If your order has already been dispatched and you subsequently change your mind before you receive it, you will be required to return the items in question to us and we will arrange a refund or exchange as requested. You will be liable for all postage costs incurred and where there is an increase in price for exchanged item/s, you will be responsible for paying the price difference between these item/s before dispatch.

    In the event that you or your recipient has abandoned or refused a delivery (or have had the delivery refused and returned by the country’s own customs officials or equivalent), you are entitled to a refund once the order has been received at our warehouse, or alternatively, we can resend the parcel to you, provided you agree to cover re-delivery costs.

    Please note: returns of abandoned deliveries and/or customs-refused orders that, upon inspection at our warehouse, are found to contain items with in-transit damage, will be refused for return. These items will either sent back to you at your own cost or deducted from the total refund amount.

    In all cases where the customer or their recipient refuses/abandons their order delivery, the customer must pay for a return label, which will be sent to you by email once your request is received. Prior to this, you must notify us by email of your intention to return any item/s.

    The right to cancel your items or change your mind under the ‘cooling-off’ period does not apply under the following circumstances:
     
  • Unsealed medical items cannot be returned due to health and hygiene reasons.
  • Products that require storage in strictly temperature-controlled environments (these are likely to be dispatched using express/next day delivery in special packaging, with or without ice packs).
  • Goods that have been made to your specification, or clearly personalised/bespoke orders.

  • Certain types of products cannot be returned, like perishables and hygienic/personal care goods that are opened, unsealed, and/or have been or appear to be used.Should any items fall under any of the above categories, we will aim to note this on their respective product pages (under the ‘Further Info’ section).

    Refunds will be processed and subsequently received at the customer’s original payment method, unless we become aware of a technical issue (such as the refund being rejected). In such cases, we will ask you to provide us with details of an alternate payment method.

    The amount of time it takes to process refunds inevitably varies, depending on the card issuer, bank, payment provider or building society. We are unable to make any guarantees or promises in relation to expected timeframes during which customers can expect to receive their refund. However, we estimate that it could take from 5-7 working days (excluding weekends and public holidays). For refund requests outside of the UK, there is a likelihood that it could take longer to receive your funds and we estimate requests to take between 7-10 working days to become finalised.