Refund policy

We want you to love your Grail&Glow order. If something isn't right, here's how returns work.

14-Day Returns
You may return most items within 14 days of delivery for a full refund, provided the product is unused and the original seal is intact.

Why the seal matters
For hygiene and health protection reasons, skincare and beauty products can only be returned if the manufacturer's seal has not been broken or tampered with. This is standard practice across the skincare industry and is protected under UK consumer law (Consumer Contracts Regulations 2013). Once a seal is broken, we're unable to accept the item back or resell it, so we ask that you don't open or unseal a product until you're sure you'd like to keep it.

How to start a return
Email [support@grailglow.co.uk] with your order number within 14 days of delivery. We'll confirm your return and provide instructions.

Return postage
Return postage is the customer's responsibility, unless the item is faulty.

Refunds
Once we receive and inspect your returned item, we'll process your refund to your original payment method within 14 days. We'll notify you by email once it's complete.

Faulty or damaged items
If your item arrives faulty, damaged, or incorrect, this policy doesn't apply — please contact us and we'll arrange a replacement or full refund, including cases where the seal has already been broken, as this doesn't affect your statutory rights for faulty goods.

Non-returnable items

• Products with a broken or missing seal (unless faulty)
• Sale or clearance items marked as final sale