This policy outlines the return and refund process for customers of LONDONGLOW in the United Kingdom. It applies to all purchases made via our website.

Return Window

Customers have 30 days to return items from the date of receipt. To be eligible for a return, products must be unused, in their original packaging, and in a saleable condition. Please ensure that all seals and labels are intact.

How to Start a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at londonglow.co.uk@gmail.com to request a return.
2. Provide your order number and the reason for the return.
3. Once approved, you will receive a return authorisation email with detailed instructions.
4. Pack the items securely and include the return authorisation in the package.
5. Send the package to the address provided in the return instructions.

Return Shipping Costs

Return shipping is free on every order. We will provide a prepaid return label for you to use when sending items back to us. Ensure that you follow the return process to avoid any issues.

Refund Processing

Refunds will be processed within 5-7 business days after we receive your returned items. Refunds will be issued to the original payment method used for the purchase. Please note that depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please follow the return process to return the original product, and then place a new order for the desired item.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receipt at londonglow.co.uk@gmail.com. We will assist you in resolving the issue promptly, including providing a return label for the affected item.

Non-Returnable Items

Certain items are non-returnable, including opened skincare products and gift cards. If you have questions about whether an item is returnable, please reach out to our customer service team for clarification.

Statutory Rights

Customers are entitled to a statutory cooling-off period of 14 days, where applicable. This allows you to cancel your order and return the items without penalty. Please ensure you notify us within this period if you wish to exercise this right.

If you have any questions or concerns regarding our return and refund policy, please contact us at londonglow.co.uk@gmail.com.