Returns Policy

Last Updated: 15/06/2023

At Glowkitti, we strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we offer a straightforward returns policy in accordance with UK consumer law.

Cooling-Off Period

Customers have the right to return an item within 14 days of receiving it for a full refund, even if they simply change their mind. To qualify for a return, the item must meet the conditions outlined below.

Return Conditions

To be eligible for a return, the item must:

  • Be unused and in the same condition as received
  • Be in its original packaging with all tags and labels attached
  • Not be an item listed under our exceptions (see below)

Return Shipping Costs

  • If you are returning an item due to a change of mind, you will be responsible for the return shipping costs.
  • If the item is damaged, faulty, or incorrect, we will cover the return shipping costs.

📌 Cancellation Fee for Change of Mind Returns:

  • If you return an item because you changed your mind, a £6.99 cancellation fee will be deducted from your refund.

Exceptions

Certain items cannot be returned due to hygiene or customization reasons. These include:

  • Personalized or custom-made products
  • Perishable goods (e.g., food, flowers)
  • Hygiene-related items (e.g., underwear, earrings, skincare products) if the seal has been broken

Damaged or Faulty Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

  • Your order number
  • A clear photo of the issue

We will arrange for a replacement or full refund as appropriate.

Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed within 5-7 business days to your original payment method.
  • If a replacement was requested, we will process the new order as soon as possible.

 

How to Return a Product

If you need to return an item, please follow these steps to ensure a smooth and efficient process:

1. Check Eligibility

Before returning your item, ensure it meets the return conditions:
✅ The item is unused and in its original packaging.
✅ All tags and labels are still attached.
✅ The return request is made within 14 days of receiving the item.
✅ The item is not an exception (e.g., personalized, perishable, or hygiene-related products).

2. Contact Us for a Return Authorization

To initiate a return, please email our support team at info@glowkitti.com with the following details:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return (change of mind, damaged, faulty, incorrect item, etc.)
  • Photos of the item (if it arrived damaged or faulty)

Our team will review your request and provide you with further instructions.

3. Pack the Item Securely

  • Place the item in its original packaging.
  • Ensure it is well-protected to avoid damage during transit.
  • Include a copy of your order confirmation or a note with your order number, name, and reason for return inside the package.

4. Return the Item to the Provided Address

Once your return is approved, we will provide you with the return address. This may be our warehouse or directly to the supplier, depending on the product.

📦 Return Shipping Costs:

  • For unwanted items: The customer is responsible for return shipping costs.
  • For damaged, faulty, or incorrect items: We will cover the return shipping costs and provide a pre-paid return label where applicable.

5. Keep Proof of Return

We recommend using a tracked shipping service to ensure the package is safely returned. Keep the tracking number as proof of return.

6. Refund Processing

  • Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
  • Refunds will be issued to the original payment method.
  • You will receive an email confirmation when your refund has been processed.

For any questions or concerns, feel free to contact us at info@glowkitti.com.

Important Considerations

  • We work with third-party suppliers for fulfilment. Please ensure your return aligns with their policies, as we may need to coordinate the process.
  • Our returns policy is in compliance with UK consumer protection laws. We recommend reviewing our policy regularly for any updates.
  • We are committed to transparency, and this returns policy is displayed clearly on our website and included in order confirmations.

If you have any questions about our returns policy, feel free to reach out to us. Thank you for shopping with Glowkitti.