Refund Policy

We want you to love what you order from Mi & Glow. If something isn't right, this policy explains your options. It sits alongside (and does not affect) your statutory rights under UK consumer law.

For delivery times, costs, tracking and lost-parcel information, see our Shipping Policy. This Refund Policy covers your cancellation and return rights and how to get a refund.

1. Your right to cancel (cooling-off period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email info@miandglow.co.uk with your order number. You then have a further 14 days to return the goods.

2. Order cancellation before dispatch

If you change your mind after placing an order, you can cancel it for a full refund — including any delivery charges — provided we have not yet dispatched it. To cancel, email info@miandglow.co.uk with your order number as soon as possible.

We typically dispatch orders within 1–2 working days, so please contact us promptly. If your order has already been dispatched, you can still return it under the cooling-off period described in Section 1 above.

3. Returns window

We accept returns of unopened, unused items in their original, sealed packaging within 14 days of delivery, in line with your statutory cancellation rights above.

4. Hygiene exclusion (important for skincare)

For health and hygiene reasons, we cannot accept returns of skincare or cosmetics once they have been opened, used, or had their hygiene seal broken — unless the item is faulty. This does not affect your rights regarding faulty goods.

5. How to return an item

1. Email info@miandglow.co.uk within 14 days of delivery, quoting your order number and which items you wish to return.
2. We'll reply with our return address and any instructions.
3. Pack the items securely in their original packaging and post them back to us.

For full step-by-step details, see our Shipping Policy page.

6. Return postage

Unless an item is faulty, damaged or incorrect, the cost of return postage is your responsibility. We recommend using a tracked service, as we cannot be responsible for items lost in transit back to us.

7. Refunds

Once we receive and inspect your return, we'll email to confirm. Approved refunds are issued to your original payment method within 5 working days (your bank may take a little longer to show it). Original delivery charges are non-refundable unless the item was faulty, damaged or incorrect.

8. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your item arrives faulty, damaged or not as ordered, please email info@miandglow.co.uk with your order number and a photo as soon as possible — ideally within 48 hours of delivery, as this helps us raise any damage claim with the courier. Reporting later does not affect your legal rights.

Your rights under the Consumer Rights Act 2015 include:

• Within 30 days of delivery: if your goods are faulty, you are entitled to reject them and receive a full refund, including any delivery charge you paid.
• After 30 days and up to six months: you are entitled to a replacement (or repair, where practical). If we cannot replace or repair the item, you are entitled to a full refund in most cases.
• After six months: depending on the product and its expected lifespan, you may be entitled to a partial refund if the goods do not last a reasonable length of time.

Where an item is faulty, damaged or incorrect, we will cover the cost of return postage and refund any original delivery charge in full. Please note that a skin reaction relating to individual allergies, sensitivities or how a product was used does not in itself mean the product is faulty — see clause 4 of our Terms of Service.

9. Non-returnable items

Gift cards and any opened or used skincare/cosmetics (other than faulty items) cannot be returned.

10. Promotional items and free gifts

If your order includes a free gift or promotional item (for example, a gift-with-purchase or a freebie triggered by a minimum spend threshold), and you return items that bring the order value below the qualifying amount, we ask that you return the gift or promotional item alongside your return.

If the promotional item is not returned, we reserve the right to deduct its retail value from your refund. This does not apply where the returned item is faulty, damaged or incorrect — in those cases you may keep any gifts received.

11. Bundles and sets

Products purchased as part of a bundle or set (where the bundle is sold at a combined price) must be returned as a complete set to qualify for a full refund. We are unable to accept partial returns of individual items from a bundle.

If one item within a bundle arrives faulty, damaged or incorrect, please contact us — we will arrange a replacement or refund for the affected item without requiring the entire set to be returned.

12. Exchanges

The quickest way to exchange an item is to return the original (where eligible) for a refund and place a new order.

13. Sale items

Discounted and sale items are eligible for return under the same terms as full-price items, unless stated otherwise at the time of purchase.

14. Your statutory rights

Nothing in this policy affects your legal rights as a consumer. For more information, contact your local Citizens Advice or visit gov.uk.

15. Contact us

Questions about a return or refund? Email info@miandglow.co.uk and we'll be happy to help.