Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. Items that have been opened, used, or are not in their original condition may not be eligible for a full refund. To start a return, please contact us at hello@hazelglow.co.uk. Returns will need to be sent to our registered office address: Hazel Glow, 5 Brayford Square, London E1 0SG. Please note that return postage costs are the responsibility of the customer unless the item is faulty or damaged. You can always contact us for any return question at hello@hazelglow.co.uk.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right for you.

Exceptions / Non-Returnable Items: Certain types of items cannot be returned. This includes personalised, custom-made, or engraved items, which are exempt from the statutory 14-day cancellation right under the UK Consumer Contracts Regulations 2013, unless they arrive faulty or damaged. Personal care and beauty products that have been opened or used cannot be returned for hygiene reasons. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges: The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.

Refunds: We will notify you once we've received and inspected your return. Provided the item is returned in its original, unused condition, your refund will be processed to your original payment method within 14 days of us receiving the returned item. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we received your return and you have not received your refund, please contact us at hello@hazelglow.co.uk