Refund policy

Returns & Refunds

We hope you love your uGlow products. However, if you change your mind, we offer returns on eligible unopened and unused items within 28 days of receipt, provided they are returned in their original, resaleable condition.

How to make a return

Before returning an item, please contact the uGlow Support Team with your order number and details of the product you wish to return. We will provide you with return instructions.

Please package your return securely. We recommend using a tracked delivery service, as returned items remain your responsibility until they reach us.

Unless the product is faulty, damaged or has been supplied incorrectly, the cost of returning the item is the customer’s responsibility.

Returns should be sent to:

uGlow Returns
58 Penderyn Crescent
Ingleby Barwick
Stockton-on-Tees
TS17 5HQ
United Kingdom

Opened or used products

For health and hygiene reasons, sealed products that are not suitable for return for health protection or hygiene reasons cannot be returned once unsealed, unless they are faulty.

This does not affect your statutory rights.

Refunds

Once we receive and inspect your return, we will let you know that it has been received and whether the refund has been approved.

Approved refunds will be made to your original payment method.

Where you exercise your statutory right to cancel an eligible online order, refunds will be made in accordance with applicable UK consumer law, including the cost of standard delivery where required. If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge. 

Please remember that it may take additional time for your bank or card provider to process the refund.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty, missing or you receive the wrong product, contact us as soon as possible so that we can investigate and put things right.

Where appropriate, we will arrange a replacement or refund and provide instructions for returning the item. Your statutory rights are not affected.

Cancelling an online order

For eligible online purchases, you have the right to tell us that you wish to cancel your order within 14 days after the day you receive the goods, without giving a reason. After notifying us, you normally have a further 14 days to return the goods. 

If your order has already been dispatched when you contact us, you may need to wait until it arrives and then follow our returns process.

Certain products are excluded from the statutory cancellation right, including sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed. 

Need help?

Please contact the uGlow Support Team through our Contact Us page, quoting your order number where applicable.