Glowing By Leah Returns & Refunds Policy

1. Your statutory rights

As an online retailer selling to consumers in the UK, we comply with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. This means:

• You have the right to cancel your purchase for any reason within 14 calendar days of receiving the goods. GOV.UK+2Research Briefings+2
• Once you notify us of your decision to cancel, you then have another 14 days to return the goods to us. Which?+1
• We must refund you within 14 days of receiving the returned goods (or, if earlier, within 14 days of you providing proof that you’ve returned them). Business Companion+1

2. When you can return — “change of mind”

You can return items if you simply change your mind — provided they meet the following conditions:

• They are returned unused, unopened, and in their original, sealed packaging (because skincare and beauty products are hygiene-sensitive).
• You return them within the timeframes above (notification within 14 days of delivery + return within 14 days after notification).
• You include your original order number and a copy of your order confirmation or receipt.

If these conditions are met, we will issue a full refund (excluding return-postage costs unless the return is required due to an error on our part).

3. Faulty, damaged or mis-described goods

If any product arrives faulty, damaged or not as described, you’re entitled to a full refund, repair or replacement under UK consumer law — even if the 14-day “cooling-off” window has passed. GOV.UK+1

In that case:

• Please get in touch with us immediately (within 30 days of receipt) with a photo of the issue and your order details.
• We’ll cover the cost of the return postage and arrange for a refund or replacement.

4. How to return an item

If you want to return (either for a change of mind or because of fault):

1. Email our customer service team at [your support email] with your order number, the item(s) you want to return, and the reason (optional if it’s a “change of mind”).
2. Once we confirm your return request, post the item(s) back to us in their original, sealed packaging.
3. As soon as we receive and inspect the return, we’ll process your refund — you’ll get the funds within 14 days.

5. Return postage costs

• For change-of-mind returns, postage costs are the customer’s responsibility.
• For faulty or wrongly sent items, we will refund your return postage costs or arrange collection at our expense.

6. Non-returnable items / Exceptions

Due to hygiene and safety considerations, we cannot accept returns for:

• Items that have been opened, used, or their hygiene seals broken (unless the item is faulty).
• Any items clearly marked as non-returnable at the time of sale.

7. Refunds and exchanges

• Refunds will be made using the same payment method used at purchase (unless we agree otherwise).
• If you wish, we can offer an exchange for a different product (subject to availability) rather than a refund.
• Refunds may exclude costs for express shipping upgrades (we’ll refund standard delivery only).

8. How long until your refund?

Once we receive the returned goods (or proof you’ve returned them), refunds will be issued without undue delay, and no later than 14 days after that. Legislation.gov.uk+1

9. How to contact us

If you have any questions about returns, need to start a return, or report a faulty product, please contact us at:

• Email: admin@glowingbyleah.co.uk
• Address: Office E, Five Valleys Shopping Centre, King St, Stroud GL5 1RR
• Order reference: Please always quote your order number