Glow Beauty Refund Policy (B2B Sales)

We are a B2B supplier. All sales are made business-to-business and are therefore governed by the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982, not consumer law. This means consumer rights legislation such as the Consumer Contracts Regulations does not apply.

That said, we want you to feel confident shopping with us, so our returns and warranty process is set out clearly below.

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Quick Summary

B2B Sales: All purchases are business-to-business and treated as such.

Return period: You may request a return within 14 days of delivery.

Refunds: Processed within 7 working days once your return is received and inspected.

All products must be returned to us before a refund can be processed. This applies to both change-of-mind returns and items reported as faulty or damaged. No refund will be issued until the returned product has been received by us and fully inspected.

Return shipping costs:

If the item is faulty or damaged on arrival, we cover return shipping.  Products must been deemed faulty after the provision of video evidence and trouble shooting with the manufacture engineer and our product team.  If you refuse then it will be treated as a change of mind.

If you ordered incorrectly or change your mind, you cover return shipping.

Condition: Items must be unused, in original packaging, and in the same condition as received.  This condition requirement does not apply to faulty or defective items.

Return Policy – Packaging & Condition Requirements:

For safety reasons, liquids must not be shipped together with electrical devices. Items returned that are damaged due to improper packaging or unsuitable shipping methods may not be eligible for a refund.

We ship liquids and electrical items separately to prevent damage and strongly recommend that customers do the same when returning multiple products. If you choose to return liquids and electrical items together in the same parcel, you do so at your own risk and accept responsibility for any damage caused in transit.

All items returned for a change of mind must be in brand new, unused, and resalable condition, with all original packaging intact. We reserve the right to refuse a refund if returned goods do not meet these requirements.

Warranty (B2B): After 30 days, defective items will be repaired or replaced under warranty. Refunds are not issued after 30 days.

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Full Return & Refund Policy

Eligibility for Returns
Returns must be requested within 14 days of delivery. To qualify, the item must be unused, in the same condition you received it, and in its original packaging.

Non-returnable Items

Gift cards or downloadable digital products (e.g. training manuals, eBooks).

Personalised or customised items.

Opened consumables (such as gels or serums).

Faulty or Damaged Goods
If your order arrives damaged or is faulty, please contact us immediately at hello@glowbeautycase.co.uk. We will arrange a refund (within 30 days), replacement or repair and cover the return shipping costs.

All faulty or damaged items must be returned to us for inspection before a refund or replacement can be issued.

Change of Mind or Customer Error
If a return is requested due to incorrect ordering or change of mind, the buyer is responsible for return shipping costs. A restocking fee may apply if the item is not returned in original condition.

Original Packaging Requirement

All returns must be received in their original manufacturer packaging to qualify for a full refund. This includes the original product box, protective materials, accessories, manuals, and any branded packaging the item was sold in. Products are considered "brand new" and resellable only when returned in complete, unopened, or undamaged original packaging. Returns received in substitute packaging (such as plain boxes, shipping boxes, or third-party retailer packaging) cannot be resold as new and will be subject to a restocking fee of 20-30% to reflect the reduced resale value, or may be refused at our discretion. If you no longer have the original packaging, please contact us before returning the item to discuss your options. We recommend retaining all original packaging until you are certain you will keep the product.

Customs Charges – Change of Mind Returns (International Orders)

For change-of-mind returns sent from outside the United Kingdom, the customer is fully responsible for any customs duties, import VAT, clearance fees, or handling charges incurred when the parcel is returned to us.

These charges must be paid at source by the sender. If customs charges are applied and remain unpaid, we reserve the right to forward the customs invoice to you for immediate payment. We are not responsible for, and will not pay, any customs-related fees on returned parcels.

You are responsible for ensuring the product reaches us safely and is successfully delivered back to our return address. The item must be physically received by us in order for a refund to be processed.

If customs charges are not paid, the parcel may be returned to you or destroyed by the carrier or customs authorities. In such cases, the refund will be void, as the product has not been returned to us.

Returns Policy – Courier Collection & Non-Collection

If a parcel is held at a courier depot due to failed delivery attempts or non-collection, it is the recipient’s responsibility to arrange collection or redelivery. Couriers do not automatically return parcels to the sender simply because they have not been collected. A return to sender will only occur where a return has been explicitly authorised and the return costs have been paid. Couriers do not absorb or cover return shipping costs under normal circumstances.

If no action is taken within the courier’s holding period, the parcel may be deemed abandoned and may be destroyed, rather than returned to us. Customers must first take receipt of their order before requesting a return in accordance with this policy. Refunds will only be issued once the order has been returned to us. Failure to collect a parcel will be treated as abandonment, and no refund will be issued in such cases.

Customers must ensure that they collect their parcel and take possession of the goods before arranging a return, as we cannot arrange returns with couriers for items that have been abandoned; under UK contract law (Sale of Goods Act 1979 and common law principles of delivery and acceptance) and EU B2B commercial contract law (including Directive (EU) 2019/771 as applied to trader-to-trader supply contracts where agreed), goods must be in the buyer’s possession and returned to the seller to constitute a valid return, and returns must therefore be arranged directly with us once the order is in the customer’s possession.

Where a parcel is marked as delivered by the courier but cannot be immediately located, the recipient must contact the courier directly for further delivery information, including confirmation of the delivery location, delivery photograph, and driver notes, as these details are held by the courier and are not accessible to us.

Refund Processing
Approved refunds are processed within 7 working days via the original method of payment once the return is received and inspected.

B2B Warranty Terms

Within 30 days: refund, repair or replacement depending on the issue.

After 30 days: defective items will be repaired or replaced free of charge under the agreed warranty. Refunds are not available after this period.

Warranty does not cover misuse, accidental damage, or unauthorised modifications.

Exchanges
Exchanges are only offered if the product is defective or damaged.

Return Instructions
Please do not send returns directly to our business address. Contact us first at hello@glowbeautycase.co.uk for the correct return address and instructions.

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Our Business Information

Glow Beauty Case LTD
34A Nursery Close
Wirral
CH43 5UQ
United Kingdom

Please note: This is our registered business address only. It is not the return address. For returns, please email hello@glowbeautycase.co.uk first so we can provide the correct return address.