Returns & Refunds Policy

Standard Returns (14-Day Cooling-Off Period)

If you are a consumer within the UK or EU, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason and without needing to provide justification. This is known as the “right of withdrawal”.

To exercise this right, you must notify us within 14 days of receiving your order by emailing info@luminosityglitter.co.uk with your order number, or by logging into your customer account and selecting the relevant order.

Once you have notified us, you must return the items within 14 days of cancellation approval.

Conditions for Returns

To be eligible for a refund under the right of withdrawal:

• Items must be unused, unopened, and in original, undamaged packaging
• Items must be in a resalable condition
• Proof of purchase is required

We reserve the right to reduce or refuse a refund if items are returned used, opened, damaged, or not in a resaleable condition (unless the item is faulty).

Items returned without prior authorisation will not be accepted.

Inspection Upon Delivery

Customers are responsible for inspecting their order upon delivery. Any issues must be reported promptly in line with the “Damaged or Faulty Items” section below.

Failure to report damage within the required timeframe may affect eligibility for a refund or replacement.

Hygiene & Safety Exception

For hygiene and health protection reasons, the right of withdrawal does not apply to:

• Items that have been opened, used, or unsealed, where hygiene prevents resale (e.g. cosmetic or personal care products)

Exceptions / Non-Returnable Items

The right of withdrawal does not apply to:

• Custom or personalised products
• Used or opened products (where hygiene applies)
• Personal care items (e.g. balms, sprays, lotions)
• Gift cards / e-vouchers / e-gift cards
• Sale or clearance items (where clearly marked as non-returnable, if applicable)
• Digital downloads and online courses
• Gift wrap services

Damaged or Faulty Items

Please inspect your order upon arrival.

If your item is damaged or faulty, you must contact us within 48 hours of delivery with:

• Clear photos of the item and packaging (external and internal)
• A description of the issue
• Your order number

We may request that the item is returned for inspection.

If a manufacturing or packaging fault is confirmed, we will offer a refund or replacement.

Damage caused by misuse, improper storage, or customer handling is not covered.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, refunds will be issued to your original payment method within 7 working days. Your bank or payment provider may take additional time to process the funds.

Refunds will not be issued for:

• Items returned outside the 14-day return window
• Items not in resaleable condition (unless faulty)
• Unauthorised returns

Return Shipping Costs

Unless the item is confirmed faulty, customers are responsible for return shipping costs.

If a prepaid return label is issued (e.g. faulty item claim):

• The label covers Royal Mail postage only
• Free drop-off options include Royal Mail Customer Service Points, Parcel Postboxes, and Parcel Lockers
• Post Office drop-offs may incur a handling fee (typically 16-30p), which is not covered
• Home collection fees are not covered

We recommend using free drop-off options where possible.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original order and place a new one.

Workshops & Glitter Artist Training

Cancellations must be made at least 10 days before the event for a full refund.

Cancellations within 7 days of the event date are non-refundable.

Where possible, we may offer rescheduling subject to availability.

Digital Products & Online Courses

By purchasing digital products, you agree to the following:

1. Delivery

Digital products are delivered electronically via email and/or third-party platforms. Please ensure your email address is correct at checkout.

2. Access

Some content may require access via platforms such as Canva or Teachable.

3. No Refunds

Due to the nature of digital products, all sales are final once access is granted. No refunds, exchanges, or cancellations are available.

4. Personal Use Only

All content is for personal use only and may not be shared, resold, or redistributed.

5. Intellectual Property

All content remains the property of Luminosity Glitter.

6. Technical Support

If you experience issues accessing your product, contact us at info@luminosityglitter.co.uk.

E-Gift Vouchers

• Delivered instantly via email after purchase
• Can be used online at checkout using a unique code
• Can be used multiple times until balance is spent
• Valid for 12 months from purchase date
• Cannot be refunded or exchanged for cash
• Only one discount/voucher code can be used per order
• Lost vouchers can be reissued on request