Refund policy
Refund, Cancellation and Return Policy
Our website currently offers products on a pre-order basis only. Pre-ordered products are expected to dispatch approximately 6–8 weeks after the order date. This timeframe is an estimate and may change due to manufacturing, supply or delivery delays.
Cancelling before dispatch
You may cancel your pre-order at any time before it is dispatched by contacting us at support@glownu.co.uk.
If you cancel before dispatch, you will receive a full refund to your original payment method. No cancellation fee will be charged.
If your order has already been dispatched, the return terms below will apply.
Subscription cancellations and pre-order pause
Because all products are currently available by pre-order only, subscriptions will be paused immediately after the pre-order is placed.
No further subscription payments or shipments will be made while the subscription is paused. The subscription will automatically resume following the dispatch of your first order.
You may cancel your subscription at any time through the “Manage Subscription” option provided with your order. If you have difficulty cancelling through “Manage Subscription”, please contact us at support@glownu.co.uk and we will assist you.
Returns
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it—unworn or unused, with tags attached and in its original packaging. You will also need to provide your receipt or other proof of purchase.
To start a return, contact us at support@glownu.co.uk. Please do not send any items back until we have provided return instructions.
Customers are responsible for the cost of return shipping, unless the item is defective, damaged or incorrect.
Damaged, defective or incorrect items
Please inspect your order when you receive it and contact us immediately at support@glownu.co.uk if the item is defective, damaged or incorrect. We will assess the issue and work with you to provide an appropriate remedy.
This policy does not affect your statutory consumer rights.
Exceptions and non-returnable items
Products may not be eligible for return where they are customised, personalised or cannot be returned for health or hygiene reasons once unsealed.
Please contact us if you are unsure whether your item can be returned.
Your statutory cancellation rights
If you are a consumer in the United Kingdom or European Union, you may have a statutory right to cancel an online order within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
This statutory right is in addition to our 30-day return policy and does not affect any rights you may have in relation to faulty, damaged or misdescribed goods.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, we will issue the refund to your original payment method within 14 calendar days, unless a different timeframe is required by applicable law. Your bank or card provider may take additional time to process and display the refund.
If you have not received your refund after the applicable processing period, please contact us at support@glownu.co.uk.
Contact us
For cancellation, subscription, refund or return questions, please contact:
