Returns & Refunds Policy

Returns & Refunds Policy

Glow Like Gold Ltd, trading as GLG Beauty

At GLG Beauty, every product is made fresh, by hand, with care. Because our products are cosmetics applied directly to the skin, we operate a strict returns policy for hygiene and safety reasons. Please read this policy carefully before ordering. Nothing in this policy affects your statutory rights as a consumer under UK law.

1. Please patch test before use

Before using any product, please read our Allergen Information & Caution page and carry out a patch test. By placing an order, you confirm you have read and understood our usage and caution guidance.

2. Opened products cannot be returned (hygiene & safety)

For health and hygiene reasons, once a product has been opened, unsealed or used, it cannot be returned or refunded. This is permitted under the Consumer Contracts Regulations 2013, which exempt sealed cosmetics from return once unsealed. This applies to the vast majority of our products.

3. What we do NOT accept returns or refunds for

We do not offer returns or refunds where:

  • You have changed your mind about an opened product
  • You don't like the scent, texture or feel
  • You ordered the wrong product and it has been opened
  • The return is based on personal preference

(For unopened, sealed items, see Section 4 below.)

4. Unopened, sealed items (change of mind)

If you change your mind about an item that is still unopened and in its original sealed condition, you may request to return it within 14 days of receiving your order, in line with the Consumer Contracts Regulations 2013. The item must be unused, unopened and in a resaleable condition. Return postage for change-of-mind returns is paid by you and is non-refundable. Please follow the steps in Section 9 before sending anything back.

5. Damaged, faulty or incorrect items

We will always put things right if your order arrives:

  • Damaged in transit (product and/or packaging damaged)
  • Faulty or not of satisfactory quality
  • Incorrect (you received the wrong item)

To make a claim, you must provide clear photographic proof of the damaged or faulty product and the packaging it arrived in. Report within 24 hours of delivery (for transit damage) by emailing info@glgbeauty.com with your order number and photos.

Verified faulty, damaged or incorrect items are eligible for a replacement or refund, and we cover return postage in these cases. These are your rights under the Consumer Rights Act 2015.

6. Photographic proof is required for all claims

We cannot process any return or refund without clear photographic evidence. Claims made without supporting photos cannot be accepted. This protects both you and us.

7. Skin reactions

Everyone's skin is unique, which is exactly why we ask every customer to patch test before use (see our Allergen Information & Caution page). If you experience a reaction:

  • Stop using the product immediately
  • Seek medical advice if the reaction is severe or persists
  • Contact us at info@glgbeauty.com with photographs

As individual sensitivities vary from person to person, reaction-related claims are reviewed on a case-by-case basis and we may request proof. A personal sensitivity to a product that is correctly made and as described is different from a faulty product.

8. If your order doesn't arrive

Your order is sent via Royal Mail with tracking. If your tracking shows "delivered" but you haven't received it, please check with neighbours, your household and any safe/designated delivery spot first.

If your order doesn't arrive, contact us at info@glgbeauty.com. As the retailer, we will investigate the matter with Royal Mail and resolve it with you. Please allow 5 working days from dispatch before reporting a parcel as missing.

9. How to request a return

  1. Email info@glgbeauty.com within the relevant timeframe, quoting your order number, the reason for your return, and clear photos.
  2. Wait for us to confirm your return and provide the returns address.
  3. Do not send anything back before receiving our confirmation — unauthorised returns may not be accepted.

10. Refunds

Where a return or claim is approved, refunds are issued to your original payment method within 14 days of us receiving and verifying the returned item (or your claim). Original delivery charges are refunded only where required by law (e.g. faulty goods or valid cancellation of unopened items). Return postage for change-of-mind returns is non-refundable.

11. Contact us

GLG Beauty (Glow Like Gold Ltd)

Email: info@glgbeauty.com

Returns address: Collaborative One, 360 Brighton Road, South Croydon, CR2 6AL

Website: glgbeauty.com

This policy does not affect your statutory rights as a consumer under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.