Returns & Refunds

Glów Beauty Case Returns & Refunds Policy

We aim to ensure every customer is delighted with their purchase from Glów Beauty Case. However, we understand that there may be times when you wish to return an item. Our returns policy complies with UK Consumer Rights and Distance Selling Regulations, ensuring fairness and clarity for both personal customers and business customers.

Please note that in ALL cases, refunds/replacements will only be issued when the original product is returned to us - regardless of if the item in question is damaged, used or brand new.  Customers MUST contact us to express their wish to begin the return process.  If you do not follow our returns policy as set out then you will not be eligible under the Consumer Goods Act UK 2015.

Returns & Refunds Policy for Personal Customers

If you are a personal customer and you are not entirely satisfied with your purchase, you may request a return and refund under the following conditions:

Return Eligibility

  1. Timeframe: You have 14 days from the date of receipt to notify us of your intent to return an item and initiate the return process.
  2. Condition of Items: Products must be unused, unopened, and in their original packaging with hygiene seals fully intact.
    • Due to hygiene and safety regulations, we cannot accept returns for items that have been opened, used, or where hygiene seals have been tampered with.
    • Products returned that are clearly used will not be eligible for a refund and will be sent back to the customer at their own expense.
  3. Faulty or Damaged Items: If your item is faulty or damaged on arrival, you must provide a clear video (in MP4 format) as evidence of the issue. This helps us troubleshoot or assess the problem before approving a return.

  4. Products Purchased Over 6 Months Ago: In accordance with UK consumer law, if a product has been in your possession for more than 6 months, we are unable to provide a return or refund.  This policy aligns with UK consumer law, which presumes that any issues occurring after six months are due to wear and tear or external factors rather than manufacturing defects. After this period, the burden of proof shifts to the customer to demonstrate that the issue was present at the time of purchase. By clarifying this, the policy ensures transparency and consistency with legal standards, protecting both the business and the customer.

Return Costs

  • Personal customers are responsible for the shipping costs of returning the item. Return postage fees are non-reimbursable unless the item is deemed faulty or incorrect.

Process

  1. Contact Us: Email hello@glowbeautycase.co.uk within 14 days of receiving your item to request a return.
  2. Return Authorisation: Our customer service team will provide you with a return address and instructions.
  3. Return the Item: Send the item back to the specified address.
    • Returns sent to incorrect addresses or refused deliveries will result in the forfeiture of a refund.

Additional Notes

  • Refunds will only be processed once the returned item has been received and inspected to confirm compliance with our policy.
  • By purchasing from Glów Beauty Case, you agree to these terms.

Returns & Refunds Policy for Business Customers

For business customers, our policy differs slightly to reflect commercial use and bulk purchase arrangements.

Return Eligibility

  1. Timeframe: Business customers must notify us of their intent to return items within 7 calendar days* of receipt.
  2. Condition of Items: Returns will only be accepted for unused, unopened products with hygiene seals intact.  Please note that items sent back to Glow Beauty Case LTD that do not meet this criteria will be rejected and refused.  In turn this will be additional costs to the buyer of the product(s).
    • Items that show signs of use, damage, or tampering with hygiene seals will not be eligible for a refund or replacement.
  3. Faulty or Damaged Items: For items that are faulty or damaged on arrival, a video (in MP4 format) must be provided to assess the issue.  If the item needs to be returned to us due to fault or damage then we will arrange this.

Post-7-Day Returns* for Faulty Goods

  • After 7 calendar days*, only a repair or replacement will be offered for faulty goods.
  • Business-to-business transactions are governed by the warranty agreed upon at the time of purchase.
  • Returns for change of mind are not accepted for B2B sales.
  • By purchasing as a business customer, you agree to these terms.

Contact Us
If you have any queries about returns, refunds, or warranty issues, please contact us at hello@glowbeautycase.co.uk.

We are committed to providing exceptional service and support for both personal and business customers.

*Calendar days include weekends

Glow Beauty Case LTD Chargeback Policy:

1. Introduction

At Glow Beauty Case LTD, we are fully committed to maintaining high standards of service and providing quality products to both our B2B and B2C customers. We operate in full compliance with UK law and take chargeback fraud very seriously. This Chargeback Policy outlines the requirements for returns, refunds, and chargeback claims, and states the legal actions that will be pursued against individuals, companies, or financial institutions who abuse the chargeback system.

This policy applies to both B2B and B2C customers, and by making a purchase from our website, you are legally agreeing to all of our terms and conditions, including the provisions stated in this policy.

2. Refunds and Returns

Refunds will only be issued for returned items that have been properly communicated to us before a return is initiated. Customers must follow the steps outlined in our return policy to ensure their eligibility for a refund. This applies to items that are defective, broken, or any items customers wish to return within the 14-day period for any reason (including a change of mind).

To qualify for a refund, customers must meet all of the following requirements:

  • Contact Glow Beauty Case LTD: Before initiating a return, you must contact us using one of our approved communication methods to inform us of the issue or the reason for return. This can be done via:

  • Provide Proof of Communication: You must provide evidence that you contacted Glow Beauty Case LTD ONCE the item had arrived with you and was in your possession.  In regards to the return of the item before proceeding with the return.

  • Return the Product to the Correct Address: All returned items must be sent to the returns address provided by us. You must contact us for the correct return address, as it is different from our registered business address. This address is clearly stated in our returns policy and terms and conditions.

  • Provide Courier Receipt and Tracking Information: You must provide proof in the form of a courier receipt and tracking information that shows the item has been received at the return address. Without this proof, your return will not be processed, and you will forfeit your right to a refund.

Failure to meet these requirements means that you forfeit your right to a refund. You cannot keep the product and demand a refund. The product must be returned, and the process followed correctly.

3. Chargebacks and Legal Action

If you initiate a chargeback without following the return procedures outlined above, we will treat it as fraudulent. In this case, we will take the following actions:

  • Legal Action Against Customers: We will pursue legal action for chargeback fraud and theft if you fail to follow our return procedures. We will seek full compensation for the product cost, legal fees, court fees, chargeback fees, and damages caused to our reputation. This may involve escalating the matter to small claims court and reporting the issue to the relevant authorities for prosecution.

  • Liability for Chargebacks: If a chargeback is filed and the customer has not followed the outlined process (including contacting us and providing the necessary evidence), we will hold the customer liable. We will pursue all available legal avenues to recover the funds and seek damages for any harm caused by the fraudulent chargeback.

4. Bank’s Liability

If a chargeback is processed without evidence of a return or communication from the customer, and the customer has failed to follow our procedures, we will seek legal action against the bank or financial institution that approved the chargeback.

We will pursue all available legal remedies against the bank for breach of UK law, including the Consumer Rights Act 2015 and other relevant financial regulations. The bank will be held liable for the full amount of the chargeback, including any associated costs, legal fees, chargeback fees, and damages caused by the wrongful chargeback.

5. Consequences of Chargeback Abuse

Chargeback abuse is a serious crime, and we will take a zero-tolerance approach to those who attempt to exploit the chargeback system. We have successfully fought and won many chargebacks from customers who attempted to abuse the system. We are committed to protecting our business and will not hesitate to pursue legal action.

Chargeback fraud and theft will result in:

  • Legal proceedings in UK courts to recover the cost of the product, legal fees, and damages.
  • Criminal prosecution for theft and chargeback abuse, where applicable.
  • Liability for banks and financial institutions that process chargebacks without evidence of return or communication.

6. Why This Policy Exists

This policy exists to protect our business from fraud and to ensure that we can continue to provide quality service to all of our customers. We understand that mistakes can happen, and we are happy to work with customers to resolve genuine issues. However, we cannot allow fraud or chargeback abuse to continue. Small businesses are particularly vulnerable to such practices, and we are now committed to legally fighting against chargeback fraud.

We find that genuine customers who encounter issues with their orders are always proactive in contacting us and working with us to resolve the issue. It is only those customers who wish to retain the product and obtain a refund fraudulently who attempt to exploit the chargeback system.

7. Conclusion

By purchasing from Glow Beauty Case LTD, you acknowledge and agree to all our terms and conditions, including this Chargeback Policy. We are a transparent and fair business committed to protecting both our customers and our reputation. We will take all necessary legal actions to prevent chargeback abuse and ensure that our terms and conditions are adhered to.

For further information, please refer to our full Terms and Conditions and Return Policy, which are accessible in the footer, header, on product pages under the price, and in the cart and checkout page footers.