Refund policy

Return and Refund Policy

Thank you for shopping at GLOW STORE (glowstoreloja.com). We want you to be completely satisfied with your purchase. As an online-only UK e-commerce store, our Return and Refund Policy is designed to comply fully with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations.

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Right to Cancel (UK Consumer Contracts Regulations)

In accordance with UK law, online consumers have the right to cancel their order for any reason within 14 days of receiving their goods. To provide a premium shopping experience, GLOW STORE extends this window to 30 days.

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn, unused, and undamaged.

  • With all original tags and hygiene seals intact.

  • In its original, unopened packaging.

  • You will also need the receipt, order number, or proof of purchase.

Please note: Items sent back to us without first requesting an official return will not be accepted.

How to Start a Return

To initiate a return, please contact our support team at support@glowstoreloja.com.

Important Notice Regarding Our Address:

Please note that GLOW STORE is an online-only e-commerce business and does not maintain a physical retail store, office, or fixed public address for drop-offs or customer visits. All returns must be processed via mail.

If your return request is accepted, we will provide you with a pre-paid return shipping label and detailed instructions on how and where to dispatch your package to our dedicated inspection facility. Do not attempt to mail packages to any address without contacting us first, as they will not be recognized by our digital system.

Return Shipping Costs:

  • Defective, Damaged, or Wrong Items: If the return is due to our fault, GLOW STORE will cover 100% of the return shipping costs.

  • Change of Mind / Customer Choice: If you are returning an item due to a change of mind, you (the buyer) will be responsible for paying the return shipping fees.

Damages, Defectives, and Issues

Please inspect your order immediately upon reception. Under the UK Consumer Rights Act 2015, you have an absolute right to a refund, repair, or replacement if your goods are faulty, not as described, or unfit for purpose.

If your item is defective, damaged, or if you receive the wrong item, contact us immediately at support@glowstoreloja.com with:

  1. Your order number.

  2. A brief description of the fault.

  3. Clear photos or a short video clip showing the defect or damage.

We will evaluate the issue immediately and make it right.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned due to health, hygiene, or safety regulations:

  • Personal Care & Hygiene Goods: Wearable wellness tech, beauty products, massage tools, or intimate items that have been unsealed or used after delivery.

  • Custom Products: Special orders, personalized items, or bespoke goods.

  • Perishable Goods: Items with limited lifespans, food, or flowers.

  • Hazardous Materials: Flammable liquids, gases, or products containing unsealed batteries.

Additionally, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted by our team, you can make a separate purchase for the new item on our website.

International Orders & European Union Customers

  • European Union 14-Day Cooling-Off Period: Notwithstanding the above, if the merchandise is being shipped into the European Union, you retain the legal right to cancel or return your order within 14 days for any reason and without justification, provided the item meets the original condition criteria outlined in Section 1.

  • Duties and Taxes: For orders shipped outside the United Kingdom, the buyer is solely responsible for any local customs duties, import VAT, or clearance fees that may apply upon arrival.

Refunds Process

We will notify you once we’ve received and inspected your returned item to let you know if the refund was approved or not.

  • Approval: If approved, you will be automatically refunded on your original payment method within 10 business days.

  • Bank Processing: Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account statement.

If more than 15 business days have passed since we approved your return and you still have not received your funds, please contact us immediately at support@glowstoreloja.com.