Refund policy

Glow Beauty Case LTD supplies professional aesthetic equipment to both business customers (B2B) and individual consumers (B2C).

Where a purchase is made in the course of business, it is treated as a business-to-business transaction and governed by the Sale of Goods Act 1979 and Supply of Goods and Services Act 1982.

While business-to-business (B2B) transactions are legally exempt from statutory consumer cancellation rights and vendors are under no obligation to accept change-of-mind returns, Glow Beauty Case LTD voluntarily extends a 14-day goodwill return policy. To qualify under this policy, the customer must formally notify customer support, have the item accepted into the carrier's network, and provide valid tracking information to us within 14 days of original delivery. Once the 14-day delivery-to-dispatch window has elapsed, or if tracking proof is not provided within that timeframe, no change-of-mind returns will be considered or accepted under any circumstances.

Change-of-mind returns must be dispatched to our designated UK warehouse address. For all change-of-mind returns, the customer is solely responsible for arranging and funding the return shipment. Returned items must be sent using a trackable, fully insured courier service; Glow Beauty Case LTD accepts no liability for items lost, delayed, or damaged in transit.

This policy outlines how returns, refunds, and warranty claims are handled across both purchase types.

Key Principles

All returns must be authorised in advance
No refunds are issued until goods are returned and inspected
Evidence is required for all fault claims
Responsibility for return costs depends on the reason for return
Goods must be returned in accordance with this policy to qualify for a refund

14-Day Returns (Change of Mind)

We offer a 14-day return period from the date of delivery.

To qualify:

Items must be unused
Returned in original manufacturer packaging
In complete, resalable condition

Return Eligibility & Condition Requirements (CHANGE OF MIND)

Under our B2B terms and conditions, change-of-mind returns are strictly subject to approval and require that all items remain in brand-new, completely unused condition with all original packaging intact. To be eligible for return consideration, the order must meet all of the following requirements:

Complete & Original Packaging: The product must be returned in its original manufacturer box with all internal protective inserts, styrofoam, and packing materials undamaged.
Unused & Unopened State: The machine, accessories, probes, handles, and power leads must show no signs of assembly, liquid contact, or operation.
Intact Protective Covers: All original factory protective films, screen stickers, and seals must remain undisturbed and fully attached. This includes hygiene seals as these must be intact and not removed from products along with screen covers.
All Included Components: Every manual, adapter, spare part, and accessory supplied with the unit must be accounted for and returned in pristine condition.
Prior Written Authorization: The return must be formally authorized by customer support with clear return instructions prior to dispatch; unauthorized returns sent to administrative addresses will not be accepted.

Please note:

Return shipping costs are the responsibility of the customer
Items must be returned safely and securely
We strongly recommend using a tracked and insured service

Returns that do not meet these conditions may:

Be subject to a restocking deduction (20–30%), or
Be refused

Non-Returnable Items

The following items are not eligible for return:

Digital products (including eBooks and training materials)
Gift cards
Customised or made-to-order items
Opened or used consumables (including skincare, gels and serums)

Faulty or Damaged Goods

If you believe your item is faulty or has arrived damaged, you must:

Contact us at hello@glowbeautycase.co.uk
Provide clear video evidence and supporting photographs
Follow troubleshooting steps provided by our support team and manufacturer

Important:

Faults must be verified before a return is authorised
If evidence is not provided, the request may be treated as a change-of-mind return
Items must be returned to us for inspection before any outcome is confirmed

Where a fault is confirmed:

Within 30 days: repair, replacement, or refund may be offered
Return shipping will be covered where the fault is validated

After 30 Days (Warranty)

After 30 days from delivery:

Faulty items are covered under manufacturer warranty
Resolution will be repair or replacement only
Refunds are not available beyond this period

Warranty does not cover:

Misuse or incorrect operation
Accidental damage
Unauthorised modification

Packaging & Return Requirements

All returns must:

Include original product packaging
Contain all accessories, manuals, and components
Be packaged securely to prevent transit damage

Returns without original packaging:

Cannot be resold as new
Will incur a 20–30% deduction, or
May be refused

If packaging is no longer available, you must contact us before returning the item.

Important: Liquids & Electrical Equipment

For safety reasons:

Liquids must not be returned in the same parcel as electrical devices

If this guidance is not followed:

You accept responsibility for any damage caused in transit
Damaged returns may be rejected or partially refunded

International Returns & Customs

For returns from outside the United Kingdom:

All customs duties, VAT, and clearance fees must be paid by the sender
These charges are not covered by Glow Beauty Case LTD

If unpaid:

The parcel may be refused, returned, or destroyed
The return will be considered incomplete
No refund will be issued

Delivery, Non-Collection & Refused Parcels

Customers must take receipt of their order.

If a parcel is:

Refused
Not collected
Abandoned with the courier

It may:

Be destroyed or disposed of
Not be returned to us

Please note:

Refusal of delivery does not constitute a valid return
Refunds are only issued once goods are physically returned to us

Failure to accept delivery will be treated as abandonment, and no refund will be issued.

Non-Delivery Claims

All orders are shipped using:

Tracked delivery
Signature confirmation

Where a parcel is marked as delivered, courier evidence (including GPS data, signature, or delivery confirmation) will be relied upon.

If a non-delivery claim is made:

A Legal Declaration of Non-Delivery will be required
The matter will be formally investigated with the courier

False or misleading claims are treated seriously. We reserve the right to provide all supporting evidence to:

Couriers
Payment providers
Financial institutions

in defence of any dispute or chargeback.

Refund Processing

Refunds are only issued once:

The item has been returned
The return has been inspected and approved

Approved refunds are processed within 7 working days via the original payment method.

No refunds are issued:

Before goods are returned
For items not received back
For abandoned or destroyed parcels

Exchanges

Exchanges are only offered where:

A product is confirmed as faulty or damaged

Returns Procedure

Returns must not be sent without prior authorisation.

To initiate a return:

Email: hello@glowbeautycase.co.uk
Provide your order details and reason for return
Await confirmation and return instructions

Unauthorised returns may be refused.

Final Statement

This policy is designed to provide:

Clarity before purchase
Fair handling of returns and warranty claims
Protection against misuse, incorrect returns, and fraudulent claims

By completing your purchase, you confirm that you have read and accepted our Delivery and Returns Policy, including all conditions relating to returns, timeframes, and responsibilities.