Returns and Exchanges
Customers have 14 days from receipt of goods to notify us of their intention to return an item. Once a return has been authorised, customers have a further 14 days to return the goods. Returned items must be unused, unopened and in their original condition. Faulty, damaged or incorrect items should be reported within 3 working days of delivery. Refunds are issued to the original payment method. Customers should contact contact@glowup.supply before returning any item. Please see details of our policies below:
Applies to unwanted items in new, unopened condition – UK
We hope you are happy with the products you order. However, you have a right to a 14-day ‘cooling-off’ period beginning the day after you receive your order. During this time period, you can request a return or exchange if (for any reason) you decide that you no longer want to keep items ordered from us.
To be eligible for return, items must be in new, unopened condition with all original packaging, tags and accessories included. Items that are damaged or have been opened will not be accepted.
To initiate a return, you must notify our customer service team during this 14-day period. Please do this in writing by email to contact@glowup.supply. This helps us document and process your request as swiftly as possible. If you are within the UK, this does not affect your statutory rights.
If your request is approved, you will be issued a return label from our team. Returns must be authorised by our customer service team before being sent back to us.
Customers are responsible for covering return label costs. Returns will be inspected at our warehouse, and the return label fee will be deducted from the refund given. Refunds for unwanted items in new, unopened condition do not include original delivery costs. If you wish to exchange any part of your order, customers need to cover the re-delivery fee alongside any price difference relating to the exchange of items in advance of their despatch from our warehouse.
We have the right to refuse any request for an exchange or refund based on the above factors and in the event that they fail inspection upon their return. If your return is rejected, you will need to cover the cost of re-delivery to your address or that of the original recipient.
Return period
Once we have approved your request by email and issued you a return label, you will have an additional period of 14 days to complete the return (28 days from your order’s arrival), starting from the day after you have notified us of your request by email. Items must be received by us within the same time period. Please ensure they are in the same condition as originally sold to you and include a copy of the packing slip, which you will find in your original order and/or attached to your order confirmation email.
Your return will be inspected upon receipt. We will get in touch with you by email to confirm the outcome and will also provide details of the return or exchange that we authorise. For exchange requests, any price differences will be payable by electronic invoice.
Refunds for unwanted items will be processed less any applicable return shipping costs and, where permitted, original delivery charges. If you wish to exchange any item/s, you will need to cover re-delivery costs, which will either be deducted from the amount available for exchange or payable separately.
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 intended recipient.
- – For an order with multiple items but where some items are delivered on different days (i.e. pre-order items): 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.
The returns process for new, unopened items does not apply to the exceptions outlined below.
APPLIES TO UNWANTED ITEMS IN NEW, UNOPENED CONDITION – EU/Intl.
EU and international customers benefit from the same return conditions as UK customers for unwanted items that are in new, unopened condition. Should you change your mind, you have the right to request a return or exchange within 14 days, beginning the day after your order is received.
Please notify us of your decision in writing by email to contact@glowup.supply. Please provide your full name and order number to help us deal with your request.
Upon approval, our team will issue you with a return label by email. In addition, you may also be issued customs forms to be printed out, enclosed within and attached to the parcel (instructions will be provided).
No unauthorised returns, including returns made without prior notification given to our team, can be accepted.
Returned items should arrive at our warehouse within an additional 14-day period, beginning the day after your return request is accepted. Items must be in new, unopened condition, within their original packaging, unused and as originally sold.
Refunds and exchanges for unwanted items exclude reimbursements for the initial order delivery cost. Customers are responsible for covering return delivery costs, meaning the cost of the return label will be deducted from authorised refunds. If an exchange is requested, a re-delivery fee will be payable in advance. Any price increase that exists between your returned item(s) and the item(s) you wish to exchange these for will also need to be covered by the customer.
UK, EU and international orders
We hope your products arrive in perfect condition. However, we appreciate that things may not go to plan. If so, we will try to resolve matters wherever possible. Please contact us upon order receipt by email at contact@glowup.supply in the event that any item is damaged upon opening, and include your order number and full name. By way of proof, we may also require a photographic image or video, alongside a full written explanation that can assist us in investigating the matter.
Replacements, or either full or partial refunds may be issued for items that have been significantly damaged to the extent that they are not useable. This typically includes items that have sustained breakages during transit.
If your request is approved, we will authorise a refund or exchange for the damaged component or item in accordance with your preference. A partial refund will be issued for an item with affected single components. For example: in a box of 5 serums, should 1 arrive broken, a partial refund will equate to one fifth of the box’s total order value. Alternatively, if single items are available individually, one item may be sent out as a replacement.
Faulty items
If your item is faulty, you may be required to send it back to us before we can issue you with a refund or replacement. This allows us to flag any potential issues with our manufacturers in order to maintain high quality standards. If such cases, we will provide you with a pre-paid return label.
Please note: no refunds or replacements will be given in line with the above conditions for items with cosmetic damage, including packaging scuffs from in-transit handling or variations in manufacture.
UK, EU and international orders
Please let us know if you are missing any items from your order by sending an email to our customer service team as soon as you receive it. Please include your order number and full name. In order to assist us with our investigation, we may require a photographic image or video, alongside a full written explanation.
ADVICE
If you have received fewer items than expected, please check whether your order included pre-order items alongside in-stock items. Pre-order items are sent separately on or around their estimated despatch dates. For more information, visit this FAQ’s Deliveries section for details on ‘Will pre-ordered items be included in my parcel?’
Additionally, please check that you have not accidentally disposed of any items. Smaller and unboxed items may be individually wrapped in protective bubble wrap and may be mistakenly identified as packaging filling.
Investigation Process
We will escalate our investigation to the delivery provider in order to obtain the required evidence that parcel tampering has taken place after despatch from our warehouse:
– Proof of delivery photos from the courier handling the delivery will be reviewed to ascertain any parcel damage evident from these images and indicative of tampering.
– Parcel weight information from our delivery service provider will be requested. Once a parcel is sealed at our warehouse, its weight is recorded electronically.
Claim conditions
Replacements will be provided for approved missing item claims, unless items are out of stock, in which case a refund for the missing item(s) will be applied.
Unfortunately, missing or damaged item claims cannot be considered for items enclosed in orders instructed to be left in a ‘safe place’ or ‘with a neighbour’. Customers accept that they select either option at their own risk and that we assume no liability for any subsequent loss, theft or damage of items from orders delivered in line with these instructions. .
UK orders
Claims concerning missing orders can be submitted by email to our customer service team are considered if your order has not arrived 7 working days after the delivery time period of the delivery provider selected at checkout. You must include your order number and full name by email; we require any photographic images or video that may relate to your claim, alongside a written explanation.
EU/INTl. ORDERS
EU/international missing order claims can be lodged if your order has not arrived 10 working days after the given delivery time period provided by us, excluding customs procedures.
ADVICE
If you have questions about your order’s whereabouts, please consult your tracking information as a first step. This will also show if any previous delivery attempts have been made. Your delivery provider’s customer service team are best placed to advise regarding delivery attempts and any short-term delays.
In normal circumstances, orders can be subject to unexpected delays, which are unfortunately outside of our control. This includes customs delays for EU/international orders. In placing an order with us, you accept we do not guarantee delivery times, which are given as estimates. Delivery times are estimates and may occasionally be affected by factors outside our control, including customs processing and courier delays.
If the recipient is not at the address, we strongly advise that customers instruct deliveries to their local pick up point for collection to ensure their safe arrival. It is the customer’s responsibility to ensure that collections from parcel pick up points, authorised or otherwise, take place within the given time limit.
SAFE PLACE/NEIGHBOUR
Customers accept that they select either option at their own risk and that we assume no liability for any subsequent loss, theft or damage Where customers instruct a parcel to be left in a safe place or with a neighbour, responsibility for the parcel passes upon delivery in accordance with those instructions. .
Investigation Process
As a first step, we will review your order’s tracking information. Depending on the findings, our team may advise you to take a series of initial steps to locate your parcel and request your feedback concerning these. Otherwise, we may advise you to take further action (for e.g. if customs fee payments are due, a parcel pick up is pending, or if you need to provide further information to the courier).
Otherwise, if required and if permitted by the delivery provider, we will open a formal investigation into your parcel’s whereabouts.
Please note: formal investigations take several days to weeks to conclude. Only upon the conclusion of a successful investigation, whereby the parcel is marked as ‘lost’ by the carrier, can we proceed with further action (refund or replacement).
If your claim relates to a parcel marked as ‘delivered’, we will need to open a formal investigation with the delivery provider so that all necessary evidence can be reviewed. This includes proof of delivery photos, GPS data relating the the courier’s delivery of your parcel and other information, including that which we have at our disposal (see ‘Missing Item Claims’ for further details).
If your order has been despatched and you change your mind before you receive it, we cannot divert or recall your order.
In such cases, you will be required to first accept the order and return the items to us in line with our unwanted items policy. You may also refuse delivery from the courier and request a ‘return to sender’ with them at the point of delivery. However, if this action is taken, we will not refund or exchange items that do not arrive back at our warehouse thereafter.
If your order has not been despatched and you wish to cancel or modify it, please let us know as soon as possible. We will only be able to cancel your order if it has not been despatched.
Cancelling in-transit orders
We cannot process refunds or replace orders that are in transit. This includes orders that are still in transit and delayed for any reason. In order for us to proceed with refunds or replacements for an order that is in transit, please reference our policy concerning ‘Missing Orders’.
Abandoned or refused
This applies to instances where you or your order’s recipient have exceeded delivery attempts, abandoned a delivery to a pick up location, refused a delivery, or have had their delivery refused and returned to us by customs officials or equivalent.
In these circumstances, you are only entitled to a refund (minus initial delivery fee) after the order has been received at our warehouse. Alternatively, we can resend the parcel to you, provided you cover re-delivery costs in advance.
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. These items will either sent back to you at your own cost or the damaged items will be deducted from the total refund amount.
The right to cancel your items or change your mind under the ‘cooling-off’ period does not apply under the following circumstances:
– Opened products, hygiene-sensitive items and products requiring controlled storage conditions are not eligible for return
– Any item that appears damaged or used;
– Items that we define as ineligible for return or exchange (certain items on special offer, short expiry items).
Should any items fall under any of the above categories, we will note these conditions on their respective product pages (under the ‘Further Info’ section).
Refunds will be processed to the customer’s original payment method only. Only if there is a technical issue (such as the refund being rejected) will we ask you to provide us with details of an alternate payment method.
We are unable to make any guarantees or promises in relation to expected timeframes during which customers can expect to receive a refund. However, it can take up to 7 working days (excluding weekends and public holidays) for refunds to complete. The amount of time it takes inevitably varies, depending on the card issuer, bank, payment provider or building society.
