Return and Refund Policy

Standard Operating Procedures for Claims, Returns, and Refunds 

This Return and Refund Policy governs our retail operations. Our commitment is to provide a transparent and fair resolution process for issues arising from manufacturing defects or logistics errors.

 

1. The 30-Day Protection Period

We provide a 30-day protection period for all orders. This period commences on the date the tracking information confirms the order has been delivered to the recipient's address. Any claim submitted after this 30-day window will be considered expired and will not be eligible for a refund or replacement, as it falls outside the authorised dispute timeframe of our manufacturing partners.

 

2. Eligibility for Refund or Replacement

Items that are damaged, defective, or incorrect are guaranteed a free replacement. Orders that are lost in transit or face delivery issues on our part will be eligible for a full refund.

Important Exclusion: We do not offer refunds or returns for "change of mind" or buyer's remorse. Once an order has been processed and dispatched from our warehouse, it cannot be cancelled or refunded for reasons other than those specified above.

 

3. Claim Submission Process

To initiate a formal claim, please follow the steps below:

  • Step 1: Send an email to k-glowessence@outlook.com within 30 days of delivery using the subject line: "Refund Request - Order #[Your Order Number]".
     
  • Step 2: Please ensure the email contains the following details:
  1. Visual Proof: Clear photos or videos demonstrating the defect or damage.
     
  2. Description: A brief written explanation of the issue encountered.
  • Step 3: Our Quality Assurance team will review the submission.

 

4. Refund Method

If you are eligible for a refund, the following conditions apply:

  • Processing Time: Refunds are processed within 7 to 10 business days following approval.
     
  • Payment Method: Reimbursements will be issued exclusively to the original payment method used at the time of purchase.
     
  • Banking Delays: Please note that your financial institution may require additional time to reflect the transaction on your account statement.

 

5. Incorrect Address and Non-Delivery

The customer is responsible for ensuring that the UK shipping address and postcode provided at the time of purchase are complete and accurate. We cannot be held liable for parcels that are undelivered or misdelivered due to incorrect information supplied by the buyer. If a parcel is returned to our distribution centre due to an incorrect address, the customer may be responsible for additional shipping costs to facilitate a redelivery.