Refund policy
GlazeLuxe Return & Refund Policy
Last updated: 9 September 2026
At GlazeLuxe, we want you to feel confident when ordering from us. We aim to make our returns, refunds and after-sales process clear, fair and straightforward.
GlazeLuxe is a UK-based online retailer. Some products may be stored, processed or dispatched by third-party fulfilment partners and suppliers, including facilities outside the United Kingdom.
Regardless of where an order is fulfilled, your purchase is made from GlazeLuxe, and we remain responsible for dealing with your order in accordance with this policy and applicable consumer law.
Nothing in this policy excludes, restricts or replaces statutory consumer rights that cannot legally be excluded.
1. 30-Day Returns Policy
GlazeLuxe offers an extended 30-day return period for eligible products.
You may request a return within 30 days of receiving your order, subject to the conditions below.
This voluntary policy is additional to any statutory rights you may have.
For UK customers, statutory cancellation rights and rights relating to faulty or non-conforming goods apply independently of this voluntary policy.
2. UK Statutory Cancellation Rights
If you are a UK consumer who purchases eligible goods online, you will generally have a legal right to cancel without giving a reason, subject to statutory exceptions.
For eligible goods, the cancellation period generally ends 14 days after the day you receive the goods.
If multiple goods forming one order are delivered separately, the applicable cancellation period may run from receipt of the final relevant item.
After informing us of a valid cancellation, you generally have a further 14 days to return the goods.
To exercise an applicable cancellation right, contact:
Please include your order number and a clear statement that you wish to cancel your purchase.
3. Additional Returns From Day 15 to Day 30
After the usual statutory cancellation period has expired, GlazeLuxe provides an additional voluntary change-of-mind return period up to 30 days after delivery.
For returns made under this additional policy, the product must generally:
- Be unused.
- Be unopened where appropriate.
- Be in substantially the same condition as received.
- Include its original packaging where reasonably possible.
- Include accessories or components supplied with it.
- Include associated promotional gifts where required under this policy.
- Not have been altered, damaged or misused after delivery.
We may refuse a return made solely under our voluntary day 15–30 policy where these conditions are not met.
This does not affect statutory rights concerning faulty, damaged, unsafe, misdescribed or otherwise non-conforming products.
4. Body Glaze, Glow Drops and Hygiene-Sensitive Products
Certain cosmetic or personal-care products may be supplied sealed for health-protection or hygiene reasons.
Where a product legally qualifies for the relevant hygiene exception, the statutory change-of-mind cancellation right may cease once the seal has been broken after delivery and the product is no longer suitable for return for health-protection or hygiene reasons.
This may apply to qualifying sealed products such as our Body Glaze and Glow Drops.
This is not a blanket rule that allows us to refuse every opened cosmetic product. The relevant statutory conditions must be satisfied.
It also does not remove your rights where a product is faulty, unsafe, damaged, misdescribed or otherwise fails to conform to your contract.
5. Change-of-Mind Returns
If you change your mind about an eligible product, contact us within the applicable return period.
For ordinary change-of-mind returns:
- Contact us before returning the product.
- You will generally be responsible for the direct cost of return postage where permitted by law and where you were appropriately informed.
- Hygiene-sensitive products must satisfy the requirements described above.
- Returns under our voluntary day 15–30 period must meet the extended-return conditions.
Where statutory cancellation rights apply, those rights take priority over any conflicting provision of our voluntary policy.
6. Return Shipping
For eligible change-of-mind returns, the customer is generally responsible for the direct cost of returning the goods where permitted by applicable law.
Because some GlazeLuxe orders may be fulfilled through overseas partners, do not return a product to the sender address shown on the original parcel unless we specifically instruct you to do so.
Contact us first at:
We will provide the appropriate return instructions.
The return destination may differ from the original dispatch address.
We recommend retaining proof of postage until your return has been completed.
7. Overseas Fulfilment and Returns
Some GlazeLuxe orders may be dispatched by third-party fulfilment partners, including facilities located outside the United Kingdom.
The fulfilment partner is not the retailer from whom you purchased the goods. Your customer relationship remains with GlazeLuxe.
When a return is required, we will provide the appropriate return destination and instructions.
Please do not independently send products to China, a supplier or an address printed on your parcel unless we have confirmed that return destination.
8. Original Delivery Charges
Where a UK customer validly exercises a statutory cancellation right, we will refund the amount required by law, including the applicable cost of our least expensive standard delivery option.
If you selected a more expensive delivery option, such as express delivery, we are generally not required to refund the additional amount above our standard delivery cost.
For returns made solely under our voluntary day 15–30 policy, original delivery charges are generally non-refundable unless applicable law requires otherwise.
9. Free Shipping
If your order qualified for free standard shipping, there is no original standard-delivery charge to reimburse.
Your entitlement to any refund due for the products themselves is unaffected.
Return postage for an ordinary change-of-mind return may still be your responsibility where permitted by law.
10. Faulty, Damaged, Unsafe or Misdescribed Products
If your product is:
- Faulty.
- Damaged.
- Unsafe.
- Not as described.
- Incorrect.
- Missing important components.
- Otherwise not conforming to your contract,
please contact us as soon as reasonably possible.
For UK customers, goods must meet applicable statutory requirements, including being of satisfactory quality, fit for purpose where applicable and as described.
UK consumers generally have a 30-day short-term right to reject qualifying faulty goods. Other remedies, including repair, replacement, price reduction or final rejection, may apply depending on the circumstances.
Our voluntary 30-day change-of-mind policy does not limit these separate statutory rights.
11. Evidence for Problems With Products
To help us investigate an issue, we may reasonably request:
- Your order number.
- Your name.
- A description of the problem.
- Photographs of the product.
- Photographs of packaging where relevant.
- A short video where photographs cannot reasonably demonstrate the issue.
We will only request evidence reasonably relevant to assessing the problem.
Requesting reasonable evidence does not remove your statutory rights.
12. Return Costs for Faulty Goods
Where goods are validly rejected under applicable UK consumer law, GlazeLuxe will bear the reasonable cost of returning those goods where required by law.
Depending on the circumstances, we may:
- Provide a prepaid return label.
- Arrange collection.
- Reimburse reasonable postage.
- Provide another appropriate return method.
Please contact us before paying for an unusually expensive return service.
13. Faults After 30 Days
Your statutory rights do not necessarily end after 30 days.
The first 30 days are particularly relevant to the statutory short-term right to reject.
After that period, you may still have rights to remedies such as repair or replacement and, where applicable, a price reduction or final rejection.
Any claim will be assessed according to applicable consumer law and the circumstances of the product and fault.
14. Refund Processing
For approved returns made under our voluntary policy, we aim to process refunds within 5–10 business days after the return has been received and approved.
Where statutory cancellation rights apply, we will comply with the applicable statutory reimbursement deadline.
Where you validly cancel and we have not offered to collect the goods, reimbursement will generally be made no later than 14 days after the earlier of receiving the returned goods or receiving evidence that you sent them back, subject to the applicable statutory rules.
Your bank, card issuer or payment provider may require additional time to display a refund after we have issued it.
15. Refund Method
Refunds will normally be issued using the same payment method used for the original purchase, unless another method is expressly agreed where legally permitted.
We will not charge a fee simply for issuing a statutory reimbursement.
16. Handling and Reduced Value
Where statutory cancellation rights apply, you may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where goods have been handled beyond what would reasonably be permitted in a shop and their value has been reduced, applicable law may allow us to make a reasonable deduction reflecting that diminished value.
We will not make arbitrary deductions.
This is separate from the statutory exception applicable to qualifying sealed hygiene-sensitive products.
17. Free Glow Drops and Promotional Gifts
GlazeLuxe may provide complimentary products or promotional gifts with qualifying purchases.
For example, certain promotions may provide free Glow Drops with each qualifying Body Glaze.
If you return the qualifying purchase under our voluntary returns policy, we may require the corresponding free promotional item to be returned where lawful and where this requirement formed part of the promotion.
We will not use a free-gift condition to improperly remove or restrict statutory consumer rights.
18. Bundles and Multi-Buy Offers
Eligible products purchased as part of a bundle or multi-buy promotion may be returned in accordance with this policy.
Where an entire bundle is returned, any refund will be based on the amount actually paid.
If only part of a promotional bundle is returned under our voluntary return policy, the promotion may be reasonably recalculated according to the terms of the offer.
This will not be used to interfere with statutory consumer rights.
19. Sale and Discounted Products
Sale and discounted products retain the same statutory rights concerning faulty or non-conforming goods as full-price products.
Eligible sale products may also be returned under our voluntary 30-day policy unless a lawful and clearly disclosed exception applies.
Refunds are based on the amount actually paid.
20. Exchanges
If you would like to exchange an eligible product, contact:
Depending on the circumstances, we may recommend returning the eligible item and placing a new order.
Our voluntary exchange process is separate from statutory rights concerning repair or replacement of faulty goods.
21. Cancelling Before Dispatch
If you wish to cancel an order, contact us as soon as possible:
Because fulfilment may begin shortly after an order is placed, we cannot guarantee that we can physically stop a parcel before dispatch.
However, dispatch or fulfilment beginning does not by itself remove a statutory cancellation right where one applies.
22. Incorrect Delivery Addresses
Please check your delivery address carefully before completing your purchase.
If you notice an error, contact us immediately.
We will attempt to update the address where reasonably possible but cannot guarantee changes after fulfilment has begun.
This does not remove rights arising where a delivery error was caused by GlazeLuxe or someone for whom we are legally responsible.
23. Refused or Unclaimed Deliveries
We recommend contacting us before refusing delivery.
If you wish to exercise a cancellation right, clearly notify us using:
If a parcel is returned to sender because delivery was refused or it was not collected, contact us with your order details.
We will determine the appropriate refund or other remedy according to the circumstances, this policy and applicable law.
We will not use a refused or unclaimed delivery rule to remove a refund or remedy to which you are legally entitled.
24. Incorrect Products Returned to Us
Please ensure your return contains the correct product.
We cannot refund products that:
- Were not supplied by GlazeLuxe.
- Were accidentally included in a return.
- Have been substituted for the original product.
- Are involved in fraudulent return activity.
If we receive an unexpected item, we may contact you to resolve the situation.
25. Products Damaged by the Customer
Statutory rights concerning faulty products generally do not cover problems caused solely by:
- Accidental damage after delivery.
- Misuse.
- Deliberate damage.
- Improper storage.
- Unauthorised alteration.
- Failure to follow reasonable product instructions.
- Normal wear consistent with the nature and age of the product.
Each claim will be considered based on its circumstances.
26. International Customers
GlazeLuxe sells to customers internationally.
Our voluntary 30-day returns policy may apply to international purchases in accordance with this policy.
However, mandatory consumer laws differ between countries.
Nothing in this policy is intended to override mandatory consumer protections applicable to customers in another jurisdiction.
International customers should contact us before returning anything.
27. International Return Costs
For ordinary international change-of-mind returns under our voluntary policy, customers are generally responsible for return shipping unless applicable law requires otherwise.
Where goods are faulty or incorrectly supplied, contact us before arranging return shipping so we can determine the appropriate remedy and return arrangement.
28. Delivery Times
Because some products may be fulfilled internationally, delivery times can vary.
We will provide applicable delivery information and estimated delivery times before purchase.
Where UK law requires delivery within a particular period in the absence of another agreed timeframe, we will comply with that requirement.
29. Overseas Dispatch
Some products may be dispatched directly from international fulfilment partners.
This means:
- Your order may originate outside the UK.
- Tracking may show international transit.
- Products in the same order may occasionally arrive separately.
- The sender address on a parcel may not be the appropriate returns address.
We will not intentionally represent a product as being dispatched from the UK where it is actually dispatched from overseas.
30. Proof of Purchase
We may request reasonable evidence that a product was purchased from GlazeLuxe.
This can include:
- Order confirmation.
- Order number.
- Payment evidence.
- Other reasonable evidence connecting the product to a GlazeLuxe purchase.
31. Return Address
Do not return a product until you have contacted us and received return instructions.
Contact:
GlazeLuxe
Email: help.glazeluxe@gmail.com
We will provide the appropriate return destination for your order.
The sender address shown on your parcel may not be the appropriate returns address.
32. Business Details
Email: help.glazeluxe@gmail.com
33. Fraud and Abuse
We may investigate return requests where there is reasonable evidence of:
- Product substitution.
- False evidence.
- Deliberately damaged products.
- Return fraud.
- Abuse of promotional offers.
- Products being returned that were not supplied by GlazeLuxe.
Where permitted by law, fraudulent or abusive claims may be refused.
This does not allow us to refuse a genuine statutory right or legitimate consumer claim.
34. Fair Consumer Terms
GlazeLuxe will not attempt to enforce a policy provision that unlawfully restricts consumer rights.
If a provision of this voluntary policy conflicts with a mandatory consumer right, the mandatory consumer right takes priority.
35. Changes to This Policy
We may update this Return & Refund Policy where reasonably necessary, including to reflect changes to:
- Applicable law.
- Fulfilment arrangements.
- Products.
- Returns procedures.
A later update will not be used to retrospectively remove legal rights applying to an existing purchase.
36. Your Legal Rights
Nothing in this policy is intended to exclude, restrict or misrepresent statutory consumer rights.
For UK consumers, relevant protections include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These cover matters including:
- Distance-selling cancellation rights.
- Refunds.
- Faulty and misdescribed goods.
- Return costs.
- Delivery.
- Remedies after purchase.
Customers retain any mandatory rights provided by applicable law.