Refund policy
Last Updated: [25 Feb 2026]
At The Glow Mart, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures in accordance with UK consumer protection laws.
1. Your Right to Cancel (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item.
You then have an additional 14 days to return the item to us once you have notified us of your cancellation.
To exercise your right to cancel, please contact us at:
info@theglowmart.com within 14 Days of receiving your order.
Include the following information in your email:
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Your full name
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Order number
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Item name(s)
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Reason for return
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Clear photos of the item
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A short video (required for damaged, defective, or incorrect items)
⚠️ Photos and video must clearly show the issue to help us process your request quickly.
2. Eligibility for Returns
To qualify for a return:
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The item must be in its original condition.
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The item must be unused and unworn.
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The item must be returned in its original packaging with tags.
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Proof of purchase (order number or receipt) must be provided.
3. Non-Returnable Items
The following items cannot be returned:
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Used or worn items
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Items damaged by misuse
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Personalised or custom-made products
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Hygiene or personal care products (if opened)
4. Return Shipping Costs
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If you are returning an item due to change of mind, you are responsible for the cost of return shipping.
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If the item is faulty, damaged, or incorrect, we will cover the return costs or provide a replacement at no additional charge.
Note: We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
5. Faulty or Damaged Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
We will arrange a replacement, partial refund, or full refund as appropriate.
6. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be processed to your original payment method
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Refunds are issued within 5–10 business days
Please note that it may take additional time for your bank or payment provider to process the refund.
7. Late or Missing Refunds
If you have not received your refund:
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Check your bank account again
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Contact your card provider
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Contact your bank
If you have done all of this and still have not received your refund, please contact us at: info@theglowmart.com
8. Exchanges the item
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
9. Contact Us
If you have any questions about returns or refunds, please contact:
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.