Refund policy
Returns Policy
Standard Returns
We have a 14-day return policy. This means you have 14 calendar days from the date you receive your order to request a return.
To be eligible for a return:
Items must be unused, unopened, and in their original, undamaged packaging.
Items must be in a resalable condition.
You must provide a receipt or proof of purchase.
Items returned in a condition that renders them unsuitable for resale (e.g., opened, used, damaged, or missing parts) will not be eligible for a refund.
Items returned without prior authorisation will not be accepted.
To request a return, email info@luminosityglitter.co.uk with your order number or log in to your customer account and select the relevant order.
Additional Information
- Inspection Upon Receipt:
Customers are responsible for inspecting their items immediately upon delivery. Failure to report damage or faults within the specified timeframes may affect eligibility for returns or refunds.
- Non-Returnable Hygiene Clause:
For health and safety reasons, we cannot accept returns on items that have been used or opened, especially those intended for personal care or cosmetic use.
- Proof of Return:
We recommend obtaining proof of postage when returning items, as we cannot be held responsible for items lost in transit during the return process.
- Return Packaging:
Please ensure items are securely packaged when returning to avoid further damage en route. Damage caused during return shipping due to improper packaging may affect refund eligibility.
Damaged or Faulty Items
Please inspect your order immediately upon delivery. If you believe an item has arrived damaged or defective, you must contact us within 48 hours of delivery and provide:
- Clear photographs of the item and its packaging (both external and internal)
- A description of the issue
We reserve the right to request return of the item for inspection before issuing any refund or replacement. If, after inspection, the item is confirmed to be damaged or faulty due to manufacturing or packaging error, we will issue a refund or replacement.
Please note: Damage caused during handling, opening, improper storage, or use will not be covered.
Exceptions / Non-Returnable Items
We cannot accept returns on the following:
- Custom or personalised products
- Personal care items (e.g., balms, sprays, lotions)
- Used products
- Gift cards/Vouchers including e-vouchers and e-gift cards
- Sale items (discounted or clearance)
- Gift wrap services (including where wrapping paper or ribbon styles vary or differ from expectations)
- Digital Downloads and Online Courses
Refunds
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, a refund will be issued to your original payment method within 7 working days. Please allow additional time for your payment provider to process the refund.
Refunds will not be issued for:
- Items returned in unsaleable condition
- Items returned in unsaleable condition (including damage caused after delivery or by customer handling)
- Unauthorised returns
- Returns received outside the policy window (14 days from delivery)
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item in accordance with our returns policy and place a new order.
Return Shipping Costs
Unless an item is confirmed to be faulty, customers are responsible for return shipping costs, and these are non-refundable.
If a prepaid return label has been issued (e.g., in the case of a damage claim):
Return Shipping Notes:
- The label covers Royal Mail postage only.
- You can drop off the parcel for free at:
Royal Mail Customer Service Points,
Parcel Postboxes,
Royal Mail Parcel Lockers
- If you choose to drop the parcel at a Post Office, they may charge a handling fee (typically 16–20p). This fee is not covered and is your responsibility.
- If you opt for Royal Mail home collection, any collection fee is also not covered and must be paid by you.
We recommend using the free drop-off options to avoid extra charges.
Glitter Artist Training, Courses & Workshops
For in-person courses, cancellations must be made at least 10 days before the event for a full refund. Cancellations requested within 7 days of the event date are not eligible for a refund.
If you are unable to attend, please contact us as early as possible. We will try to reschedule your booking, but this is subject to availability.
Digital Products Including Online Training Courses
By purchasing any digital product from Luminosity Glitter, you agree to the following terms:
1. Delivery
All digital products are delivered electronically. After purchase, you will receive access to your product via download and/or email. Please ensure your email address is entered correctly at checkout.
2. Access
Some of our digital products (including training courses) are delivered via third-party platforms such as Canva and Teachable. You may be required to create or log into an account to access the content.
3. No Refunds
Due to the nature of digital products, all sales are final. Once a product has been purchased and access has been granted, we are unable to offer refunds, exchanges, or cancellations.
4. Personal Use Only
All digital products are for personal use only. You may not share, distribute, reproduce, resell, or otherwise make the content available to others in any form.
5. Intellectual Property
All content, including videos, designs, branding, and written materials, remains the property of Luminosity Glitter. Unauthorised use or distribution is strictly prohibited.
6. Technical Issues
If you experience any issues accessing your digital product, please contact us at info@luminosityglitter.co.uk with your full name and order details. We will do our best to resolve the issue promptly.
7. Updates
We may update or improve our digital products from time to time. Continued use of the product does not guarantee access to future updates unless explicitly stated.
E-Gift Voucher FAQs
How do your e-gift vouchers work?
Our e-gift vouchers are digital gift cards that can be used online at checkout. Once purchased, you’ll receive an email with a unique code that can be applied to any order.
When will I receive my e-gift voucher?
E-gift vouchers are delivered instantly via email after purchase. (If it’s not in your inbox, check spam/junk, tech likes to be mysterious sometimes.)
Can I send the voucher directly to someone else?
Yes! You can forward the email to the lucky recipient or print it out if you want to make it feel a bit more “gift-y.”
How do I redeem my voucher?
Simply enter the unique code at checkout in the discount/code box. The value will be deducted from your order total.
Can I use my voucher more than once?
Yes, if there’s a remaining balance after your first purchase, you can use the same code again until it’s fully spent.
Do gift vouchers expire?
Yes, your voucher will expire 1 year after your purchase date.
Can I use a voucher alongside a discount code?
Only one code can be used per order.
What if I lose my voucher email?
No problem, just contact us and we’ll resend it for you.
Can I get a refund on a voucher?
E-gift vouchers are non-refundable and cannot be exchanged for cash.