Chargeback & Fraud Prevention Policy

This policy forms part of our Terms & Conditions and applies to all purchases made from Glow Beauty Case LTD.

By placing an order, you agree to comply with the procedures outlined below.

1. Policy Purpose

Glow Beauty Case LTD is committed to resolving all customer issues fairly and promptly.

This policy exists to:

• Prevent fraudulent chargebacks
• Protect the business from financial loss
• Ensure disputes are handled correctly and in accordance with agreed terms
  

We take misuse of the chargeback process seriously and will defend all claims with full supporting evidence.

2. Requirement to Contact Us First

Before initiating any chargeback or payment dispute, you must:

• Contact us directly
• Allow us reasonable time to investigate and respond
• Follow our Returns & Refund Policy where applicable
  

Failure to follow this process may result in the dispute being challenged in full.

3. Refund & Return Conditions

Refunds are only issued where:

• The item has been returned to us
• The return has been authorised
• The item has been received and inspected
  

Customers must:

• Contact us prior to returning any item
• Use the correct return address (not our registered address)
• Provide valid tracking and proof of delivery
  

No refund will be issued for items that:

• Have not been returned
• Are sent to an incorrect address
• Do not meet return conditions
  

4. Delivery & Transit Disputes

All orders are shipped with:

• Tracking
• Delivery confirmation
• Where applicable, signature or photographic evidence
  

Delivery is considered complete when the courier confirms successful delivery to the address provided at checkout.

Delays in Transit

Delivery timeframes are estimates only.

Delays may occur due to:

• Customs processing
• Courier handling
• External logistics factors
  

Where tracking shows the item is in transit, a chargeback based solely on delay will be formally disputed.

5. Non-Delivery Claims

If a parcel is marked as delivered but not received, the customer must:

• Check the delivery address and safe locations
• Contact the courier directly
• Notify us promptly
  

Where required:

• A Legal Declaration of Non-Delivery must be completed
• A formal courier investigation must be carried out
  

No refund or replacement will be issued until:

• The investigation has been completed
• The outcome has been confirmed
  

We rely on courier evidence, including:

• GPS data
• Delivery confirmation
• Photographic evidence
• Signature
  

6. Chargeback Handling

If a chargeback is initiated, we will provide full evidence to the payment provider, including:

• Proof of delivery
• Tracking data
• Policy acceptance at checkout
• Order records
• Communication history
  

Where a chargeback is raised:

• Without contacting us first
• Without returning the item
• Contrary to our policies
  

We will challenge the claim in full.

7. Misuse of the Chargeback Process

The chargeback system is intended to protect customers from genuine issues such as:

• Non-delivery
• Faulty or misdescribed goods
  

It must not be used to:

• Avoid return requirements
• Retain goods while seeking a refund
• Dispute delivery where valid proof exists
  

Where a chargeback is found to be unjustified or raised in breach of these Terms, we reserve the right to:

• Recover associated costs and fees
• Take further action where appropriate
  

8. Non-Delivery Fraud Prevention

Where repeated or suspicious non-delivery claims occur, we may:

• Require signed or restricted delivery methods
• Refuse future transactions
• Flag accounts for internal review
  

False or misleading claims may result in:

• The claim being rejected
• Further action where appropriate
  

9. Limitation of Responsibility

Glow Beauty Case LTD is not responsible for:

• Courier delays
• Customs processing times
• Delivery issues caused by incorrect address details provided at checkout
  

10. Cooperation Requirement

Customers are required to:

• Cooperate with courier investigations
• Provide requested documentation
• Follow all reasonable instructions during dispute resolution
  

Failure to cooperate may result in:

• Rejection of the claim
• No refund or replacement being issued
  

11. Final Position

We are committed to resolving genuine issues quickly and fairly.

However, where disputes are raised contrary to our policies, we will:

• Defend the claim using all available evidence
• Enforce our contractual terms