Refund policy
Refund and Returns Policy
1. Your Statutory Right to Cancel
In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel your order for any physical product within 14 days of receiving it.
Important — Hygiene Exception
Our products, including night splints and massage rollers, come into direct contact with the skin and are classified as hygiene-sensitive items. Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the right to cancel does not apply once the hygiene seal has been broken or the product has been used on the body.
This means:
- Unopened and unused items may be returned within 14 days for a refund. The item must be in its original condition and original packaging with the hygiene seal intact.
- Opened or used items are not eligible for a statutory return on hygiene grounds, regardless of how many times the product was used. Once used, the item cannot be resold and carries a commercial resale value of £0.00.
For valid unused returns, refunds cover the cost of the product plus our basic standard outward shipping charge. Premium or expedited delivery upgrades are non-refundable. Return shipping costs are your responsibility and we recommend using a tracked service.
2. Our Extended 30-Day Money-Back Guarantee
We want you to feel confident trying our products. If you have used the product and it has not worked for you, our voluntary 30-day money-back guarantee gives you a route to a refund after giving it a fair trial.
Eligibility
- You must have used the product consistently for a minimum of 14 nights
- You must submit your request between day 15 and day 30 following your delivery date
- This guarantee applies to physical products only and covers the product purchase price only
How to claim
Email hello@glowlift.co.uk with your order number and a brief note on your experience. We aim to respond within 2 business days. Once approved, your refund will be processed to your original payment method within 5 to 10 business days.
Original shipping charges and return shipping costs are not covered under this guarantee.
3. Damaged or Faulty Items
Under the UK Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose and as described. If your item arrives damaged or develops a fault within 30 days of delivery, you have the right to a full refund regardless of the hygiene exception above.
Contact us at hello@glowlift.co.uk as soon as possible with your order number and photographs of the issue. If the fault is confirmed we will arrange a replacement or full refund including all original shipping charges and your reasonable return postage costs.
4. Digital Products
Digital products including PDF guides and downloadable content are non-refundable once download or access has begun. By completing your purchase of a digital product you expressly consent to the content being made available immediately and acknowledge that your right to cancel is waived from the point of access.
If you have not yet accessed your digital product you may request a cancellation within 14 days of purchase by emailing hello@glowlift.co.uk.
5. Order Cancellations
You may cancel your order at any point before dispatch by emailing hello@glowlift.co.uk. We will issue a full refund with no deductions.
Once your order has been dispatched, you may still cancel but the item must be returned to us unused and in its original sealed packaging before a refund is issued. Return shipping costs in this scenario are your responsibility.
6. Contact
For all refund and returns queries please contact us at hello@glowlift.co.uk. We aim to respond within 2 business days.