Return Refunds Cancelletion Policy

Last updated: September, 2020

1. Placing an Order and Order Acceptance

You will be guided through the order process by simple on-screen instructions. You may review, correct or confirm your proposed order before finally submitting it. An order is placed by clicking the Submit button on our website.

Acceptance of your order and the formation of the contract between you and Radiant Glow Botanical occur when we despatch the goods to you, unless we have notified you that we do not accept your order, or you have validly cancelled it under these terms.

After placing your order, we will send an email acknowledgement showing the order details and the amount debited from your payment card. This acknowledgement is not an order acceptance.

For any order-related queries, please contact Customer Services at 0845 463 1915 or via our contact page.

2. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.

The cancellation period expires 14 days after the day on which you (or someone you nominate, other than the carrier) acquire physical possession of the goods.

2.1 How to Cancel – Security and Data Protection Requirement

To protect your security and comply with data protection obligations, cancellation is accepted only by one of the following two methods:

1. By post – sending a clear written statement of cancellation to our registered address; or

2. By email – replying directly to the original order acknowledgement email that you received when you placed your order. Your reply email must clearly state that you wish to cancel and must reference your order number.

Important: Cancellations sent from any other email address, or via web forms, social media, or telephone calls, will not be accepted as valid cancellation notices. This is to verify your identity and protect your personal data.

2.2 Effects of Cancellation – Refund and Postage

If you validly cancel this contract under your 14-day statutory right, we will reimburse you as follows:

• Refund of product price: We will refund the full price of the goods.

• Refund of outbound delivery charge: We will refund the standard delivery cost you paid. However, if you expressly chose a delivery method that cost more than our least expensive standard delivery option (e.g., next-day delivery), we will only refund the amount you would have paid for our standard delivery. The additional cost for enhanced delivery is non-refundable

• Return postage cost: You will bear the direct cost of returning the goods to us, unless we have agreed otherwise in writing or the goods are faulty.
  

We will not deduct any restocking, administration, or handling fees from your refund

The only permitted deduction from your refund is for diminished value of the goods as set out in section 2.5 below.

We will make the reimbursement without undue delay, and in any event not later than 14 days after the day we receive the goods back from you, or (if earlier) 14 days after the day you provide evidence that you have returned the goods

We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

2.3 Returning Goods After Cancellation

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the 14-day period has expired.

2.4 Condition of Returned Goods – Important

To be eligible for a refund following cancellation, goods must be returned in their original form, in their original packaging, unopened and unused.

Any goods that have been opened, used, removed from their original packaging, or altered in any way will not qualify for a refund under this cancellation right. We reserve the right to inspect returned goods and to reject a refund if the goods do not meet the condition requirements set out above.

This condition is necessary to protect the hygiene, safety and integrity of our products and to comply with our legal obligations regarding the resale of returned goods.

2.5 Deduction for Diminished Value

If the value of the goods has been diminished as a result of handling by you beyond what is necessary to establish their nature, characteristics and functioning (e.g., handling beyond what would be reasonable in a shop), we may deduct an amount equal to that diminution from your refund.

We will notify you of any such deduction.

3. Refunds Procedure

Once we receive your returned item following a valid cancellation, we will inspect it to confirm that it meets the condition requirements set out in section 2.4. We will then notify you of the refund amount.

• If cancellation, return and condition requirements are all met, we will refund the full product price plus standard delivery costs (subject to any lawful deduction for diminished value as set out in section 2.5).

• Refunds will be made to your original payment method. The time your card issuer takes to credit your account is outside our control.

4. Cancelling After Despatch – Returns Procedure

To cancel an order after despatch (within the 14-day cooling-off period), you must:

1. Send your valid cancellation notice by post or by replying to your original order acknowledgement email (as set out in section 2.1).

2. Return the goods to us within 14 days of sending your cancellation notice, in their original form, unopened, unused and in original packaging.

We recommend you obtain proof of postage when returning items, as you are responsible for the goods until they reach us.

5. Contact and Cancellation Addresses

For cancellations (post only):
Contact us.

For cancellations (email only – must reply to original order acknowledgement):
Use the email address from which you received your order acknowledgement. Do not send cancellation requests from a different email account – they will not be processed.

Once we receive your returned item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit/debit card (or original method of
payment).

You will receive the credit within a certain amount of days specified by your card processing company, depending on your card issuer’s policies.

You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non refundable. If you receive a refund, the original cost of shipping will be deducted from your refund. To cancel your order after it has been dispatched to you, you will need to follow the Returns Procedure.