Cancellation, Returns, Refunds & Exchange Policy

Customer-facing policy for CuratedGlow website orders
Last updated: 10 June 2026

This policy applies to purchases made directly through the CuratedGlow website. For purchases made through a third-party marketplace or platform, that marketplace's applicable cancellation, return and refund rules and processes will apply to the order; however, CuratedGlow may also apply the relevant evidence, hygiene, product-safety, fraud-prevention and return-condition procedures set out in this policy, to the extent that they are consistent with the marketplace's requirements and applicable consumer law.

1. Contact before sending anything back

Before sending any product back, please contact CuratedGlow Customer Services at customerservices@curatedglowbeauty.com. Include your order number, name, email address, product/SKU, delivery address and a short explanation of the issue.

Returns sent without first contacting Customer Services may be delayed while we confirm eligibility, the correct return address, product condition and any evidence required. Non-statutory or goodwill returns may be refused where the return process has not been followed, but nothing in this requirement affects a customer's statutory cancellation or consumer rights.

2. Hygiene and sealed skincare products

CuratedGlow products are skincare/cosmetic products. For hygiene and safety reasons, change-of-mind cancellations, returns and exchanges are only accepted where the product is unopened, unused, in its original packaging and any security/tamper-evident seal remains intact.

If a product bottle, cap, pump, dropper, seal or other security/tamper-evident feature has been opened, broken, removed or used, we cannot accept it for a change-of-mind cancellation, return or exchange unless the product is faulty, damaged, incorrect or not as described, or where applicable law requires otherwise.

3. Your statutory cancellation right for online orders

For online orders, customers normally have a legal right to cancel an order within 14 days after receiving the goods, without giving a reason. After telling us you want to cancel, you then normally have a further 14 days to send the goods back.

This cancellation right is subject to exceptions. For skincare/cosmetic products sealed for health or hygiene reasons, the right to cancel does not apply once the product has been opened or unsealed after delivery, unless the product is faulty, damaged, incorrect or not as described.

Where a product has already been delivered, we may ask you to confirm the product condition and provide reasonable evidence where needed to check that the hygiene, packaging and security/tamper-evident seal requirements have been met.

4. How to cancel an order

To request cancellation, email Customer Services as soon as possible and include:

• order number;
• full name and email used for the order;
• product(s) you wish to cancel;
• whether the order has already been delivered;
• delivery address;
• confirmation that the product is unopened, unused and seal-intact, if already received.

If the order has not yet been processed or dispatched, we will try to cancel it before dispatch. If the order has already been processed or dispatched, you may need to follow the return process after delivery.

5. Model cancellation form

You may use the wording below to cancel, but you do not have to use this exact form as long as your cancellation statement is clear:

To: CuratedGlow Customer Services - customerservices@curatedglowbeauty.com

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods: [insert product name and order number].

Ordered on: [insert date]. Received on: [insert date]. Customer name: [insert name]. Customer address: [insert address].

Signature: [only required if sent on paper]. Date: [insert date].

6. Return window for eligible unopened products

In addition to your statutory rights, CuratedGlow may accept eligible website returns within 30 days of delivery where the product is unopened, unused, in original packaging and any security/tamper-evident seal remains intact, subject to customer service review and approval.

This goodwill return window does not apply to products that have been opened, used, unsealed, damaged by the customer, returned incomplete or returned without authorisation, unless the product is faulty, damaged on delivery, incorrect or not as described. Customers must follow the return process in this policy. We may ask for evidence of the product condition, including photographs of the outer packaging, product box, bottle and any security/tamper-evident seal, before approving a refund, replacement or exchange.

7. Exchanges

CuratedGlow may offer an exchange within 30 days of delivery for eligible unopened and unused products, subject to stock availability and customer service approval. Exchanges are normally only available where the returned product is unopened, unused, in original packaging and seal-intact, and where the exchange process in this policy has been followed.

For hygiene reasons, opened or used skincare products cannot be exchanged for a different product unless the item is faulty, damaged, incorrect or not as described, or where applicable law requires otherwise. If an exchange is not available, we may offer a refund where eligible and you may place a new order. We may ask for evidence of product condition, including photographs of the outer packaging, product box, bottle and any security/tamper-evident seal, before approving a refund, replacement or exchange.

8. Damaged, faulty, incorrect or not-as-described products

If your product arrives damaged, faulty, incorrect or materially different from the description, contact Customer Services as soon as possible, preferably within 48 hours of delivery and in any event within a reasonable time. This helps us investigate with the courier and product supplier quickly.

We may ask for evidence before approving a refund, replacement or exchange. Evidence may include photographs of the outer parcel, inner packaging, product box, product bottle, label, batch/LOT number, delivery label, security/tamper-evident seal and any visible damage or issue. This helps us assess whether the issue appears to relate to delivery, product condition, packaging, handling or product quality. Please do not dispose of the product or packaging until we confirm the next step.

Where the product is confirmed as faulty, damaged on delivery, incorrect or not as described, we will handle the matter in line with your statutory rights and may offer a refund, replacement or exchange as appropriate.

9. Product reactions or health-related concerns

If you experience irritation, discomfort, allergic reaction or another health-related concern after using a CuratedGlow product, stop using the product and contact Customer Services. We may ask for product details, batch/LOT number, photos where relevant and information about the reaction so the issue can be reviewed under our product safety/cosmetovigilance process.

Health-related concerns are handled separately from normal change-of-mind returns because they may need safety review. We may involve our responsible person, regulatory advisers, insurer, manufacturer or authorities where required.

10. Return costs

For change-of-mind cancellations, returns or exchanges, the customer is normally responsible for the direct cost of returning the product unless we agree otherwise or the law requires otherwise.

If the product is faulty, damaged on delivery, incorrect or not as described, we will provide a suitable return method, replacement, exchange or refund in line with your statutory rights and our customer service review.

11. When refunds are issued

Where a refund is approved, we may withhold the refund until we receive the returned product. Where applicable law requires an earlier refund after valid proof of return, the customer must provide reasonable evidence that the return process in this policy has been followed and that the product has been sent to the return address confirmed by Customer Services, unless no return is required.

Where the statutory cancellation right applies, the refund will be made within 14 days after we receive the returned goods or, where permitted by law, after the customer provides satisfactory evidence that the goods have been returned, whichever occurs first.

Refunds will normally be issued to the original payment method. Once we process a refund, your bank, card issuer, payment provider or platform may take additional time to make the funds available to you.

For statutory cancellation refunds, we will refund the standard delivery cost where required. If you selected a premium delivery method, we are only required to refund the cost of the least expensive standard delivery option offered, unless applicable law says otherwise.

12. Condition of returned products

Returned products must be securely packaged and returned in the condition required by this policy. Before and/or after return, we may ask for photographs or other reasonable evidence of the product, packaging and security/tamper-evident seal condition. Returned products may be inspected when received. If a returned product is opened, used, unsealed, incomplete, damaged by the customer, not the product originally supplied, or fails inspection, we may refuse the return, reduce the refund where permitted by law, return the item to you or take other reasonable action.

13. Delivery issues, missing parcels and proof of delivery

We work with delivery partners to deliver orders safely. If tracking shows a parcel is delayed, missing or damaged, please contact Customer Services and/or the delivery partner using the details provided in your order or tracking email.

If carrier evidence such as tracking status, delivery scan, delivery photograph, signature, GPS/location scan or safe-place confirmation shows delivery to the address or nominated delivery location, we may record the order as delivered for policy purposes while we investigate the matter with you and the carrier.

If the carrier confirms the parcel is lost or not delivered, we will review the matter and may offer a replacement, refund or other reasonable solution depending on the circumstances.

14. Promotions, gifts and bundles

If you return a product that was purchased as part of a bundle, offer, gift-with-purchase or promotion, we may require the full bundle/gift to be returned or adjust the refund to reflect the offer terms, unless prohibited by law.

15. Misuse, fraud or unreasonable behaviour

We reserve the right to refuse or investigate any cancellation, return, refund, replacement or exchange request that appears false, misleading, abusive, fraudulent, repeated in bad faith or inconsistent with the evidence available, while still respecting statutory consumer rights.

16. Statutory rights

Nothing in this policy affects your statutory rights. If a product is faulty, damaged, incorrect or not as described, you may have rights under applicable consumer law, including rights to a refund, repair, replacement or other remedy depending on the circumstances and timing.

17. How to contact us

For cancellation, return, refund, exchange, delivery or product safety queries, contact: customerservices@curatedglowbeauty.com