Refund & Returns Policy

1. Before You Place an Order

We kindly advise all customers to carefully review product names, descriptions, sizes, shades, colours, quantities, ingredients where available, and delivery details before completing a purchase.

If you select an incorrect product, shade, size, or quantity, please contact us as quickly as possible. If your order has not yet been processed or dispatched, we may be able to assist with an amendment or cancellation.

2. Change of Mind & Online Cancellation Rights

For eligible goods purchased online, you may notify us that you wish to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

After notifying us of your cancellation, you should return eligible goods within the applicable return period and follow the return instructions provided by our support team.

Products should be handled only as reasonably necessary to inspect them. A reduction may be made where an item has been used, altered, damaged, or handled beyond what is reasonably necessary to assess it.

Exceptions

Cancellation rights may not apply, or may be lost, for items that are sealed for health protection or hygiene reasons once the seal has been broken. This may apply to certain cosmetics, skincare, personal-care, lash, beauty, or similar products where hygiene and safety require the product to remain sealed.

3. Damaged, Faulty or Incorrect Products

We carefully prepare and package orders to help products arrive safely. If your order arrives damaged, faulty, defective, or does not match what you ordered, please contact us promptly so that we can review and resolve the issue.

What to Send Us

Where possible, please report visible damage or an incorrect item within 3 days of delivery so that we can review the matter quickly. Please provide:

• Your full name and order number
• A clear description of the issue
• Clear photos or video showing the affected product
• Photos of the packaging condition
• A photo of the shipping label where relevant

Available Remedies

Once your claim has been reviewed, an appropriate resolution may include:

• A replacement product, where suitable and available
• A full or partial refund, where appropriate
• Store credit, where offered and accepted by you
• Any other remedy required under your statutory consumer rights

4. Incorrect Shipping Address

Customers are responsible for providing accurate and complete delivery information at checkout, including the correct address, postcode, recipient details, and contact telephone number.

If an incorrect or incomplete delivery address is provided:

• We may not be responsible for delivery delays or failed delivery caused by the incorrect information.
• Returned parcels may require payment of an additional delivery fee before redelivery.
• Any available refund may exclude costs already incurred due to incorrect delivery information, where permitted by law.

5. Return Process

Where a return is eligible or approved, please follow the process below to help us handle your request efficiently.

Returned Product Condition

Unless a product is faulty, damaged, incorrect, or statutory rights apply otherwise, eligible return items should:

• Be unused and in a clean, resellable condition
• Remain in their original packaging where possible
• Retain any applicable hygiene seal or protective wrapping
• Include all supplied accessories or contents

6. Refund Processing

Approved refunds will normally be issued using the original payment method, unless another method is agreed with you where permitted.

Refund Timeline

Once a refund is approved, we aim to process it promptly. Where goods are being returned after an eligible online cancellation, the refund will be handled within the applicable legal timeframe after the goods are returned or acceptable evidence of return is provided.

Please note that your bank, card provider, or payment service may require additional processing time before the funds appear in your account.

Delivery Charges

For eligible cancelled online orders, any required refund of delivery costs will generally be limited to the cost of the least expensive standard delivery option offered, where applicable.

7. Hygiene-Sensitive & Excluded Returns

Due to health protection, hygiene, safety, or product-integrity considerations, certain products may not be accepted for return after they have been opened, unsealed, used, worn, fitted, altered, or otherwise made unsuitable for resale.

This may include, where applicable:

• Opened skincare or beauty products sealed for hygiene reasons
• Used cosmetic items or applicators
• Opened or used lash products
• Wigs or hair products that have been worn, cut, coloured, styled, altered, or otherwise used
• Sealed personal-care products once the hygiene seal has been removed
• Gift cards or complimentary promotional items, where applicable

8. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact us as quickly as possible. Where the order has not been processed or dispatched, we will try to assist with cancellation.

If an order has already been dispatched, your cancellation or return will be handled according to this policy and any applicable UK consumer rights.

9. Changes to This Policy

Glowvia Beauty Hubs Ltd may update or modify this Refund & Returns Policy from time to time. Any updates will be posted on this page and will apply from the stated effective date or from the date they are published where no separate date is stated.