Refund & Returns Policy

Refund & Returns Policy

Last updated: May 2025. This policy is in accordance with the UK Consumer Rights Act 2015.

Your Right to Return

You have the right to return most items within 14 days of delivery for any reason, in line with UK Consumer Contracts Regulations 2013. To be eligible for a return, items must be:

  • Unused and in their original condition
  • In original packaging where possible
  • Accompanied by proof of purchase (order number)

How to Start a Return

  1. Email hello@studiogloss.com with your order number and the items you wish to return
  2. We will send you a return authorisation and return address within 24 hours
  3. Post your item(s) back to us using a tracked service (we recommend keeping proof of postage)
  4. Once received and inspected, your refund will be processed within 5–7 working days

Please do not return items without prior authorisation as we may be unable to process your refund.

Return Shipping Costs

If you're returning an item because it's faulty, damaged, or not as described, we will cover the return shipping cost. For change-of-mind returns, the customer is responsible for return postage costs.

Refund Processing

Refunds are issued to the original payment method within 5–7 working days of us receiving and inspecting the returned item. You'll receive an email confirmation once your refund has been processed. Please allow a further 3–5 working days for the funds to appear in your account depending on your bank.

Damaged or Faulty Goods

Under the UK Consumer Rights Act 2015, if your item arrives damaged, faulty, or not as described, you are entitled to a full refund or replacement. Please email us at hello@studiogloss.com within 48 hours of delivery with:

  • Your order number
  • Clear photos of the damage or fault
  • A brief description of the issue

We will arrange a replacement dispatch or full refund within 24 hours of receiving your evidence.

Exchanges

We don't currently offer direct exchanges. To exchange an item, please return the original (following the process above) and place a new order for the item you'd like instead.

Non-Returnable Items

The following items cannot be returned:

  • Opened fragrance products (candles, reed diffusers, room mists) for hygiene reasons
  • Personalised or custom-made items
  • Items marked as final sale
  • Digital products

Consumer Rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015. If you have any concerns, you can contact the Citizens Advice Bureau or Trading Standards for independent guidance.

Contact Us

For any return or refund queries: hello@studiogloss.com