Refund policy

Returns and cancellations

Cancelling an online order

You can cancel an eligible online purchase without giving a reason at any time before delivery and up to 14 days after the day you receive the goods. If goods from one order arrive separately, the period starts after the last item arrives. The limited hygiene exception below may apply to certain sealed goods.

Tell us clearly that you wish to cancel by emailing shopify-mark@outlook.com, writing to the address below or making another clear cancellation statement. Your order number helps us identify the purchase, but you do not need to use a particular form or obtain our approval to exercise your cancellation right.

Sending goods back

Return the goods without unnecessary delay and within 14 days after telling us you are cancelling. Send returns to:

Mark Evans trading as Ella Rose Glow — Returns
3 Kinder Road
Inkersall
Chesterfield
S43 3HR
United Kingdom

For a change-of-mind return, you pay the direct return-postage cost. We do not charge a restocking fee. Package the goods carefully and keep proof of posting. Please include enough information for us to identify your order.

You can examine an item as you reasonably would in a shop. We may reduce the refund only for loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning, where the law permits.

Sealed cosmetics and hygiene

The change-of-mind cancellation right is lost only where goods were supplied sealed, are unsuitable for return for health-protection or hygiene reasons, and you unseal them after delivery. This is not a blanket exclusion for every cosmetic or beauty product. Opening ordinary outer delivery packaging alone does not trigger this exception. Your rights for faulty, damaged, incorrect or misdescribed goods remain unchanged.

Refunds

For a qualifying cancellation, we refund without unnecessary delay and within 14 days after receiving the returned goods or, if earlier, evidence that you sent them back. If no goods were supplied, or we offer to collect them, we refund within 14 days after you tell us you are cancelling. We may withhold a refund for goods until we receive them or evidence of return, unless we have offered to collect them.

If you cancel the whole order, we also refund the cost of the least expensive standard delivery service we offered. The additional cost of a delivery upgrade is not included in a change-of-mind refund.

We refund using the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your payment provider may take additional time to display the refund.

Faulty, damaged, incorrect or misdescribed goods

Contact shopify-mark@outlook.com with your order details and a description of the problem. We will arrange the appropriate remedy and reasonable return costs. Photographs may help us investigate, but providing photographs is not a condition of your statutory rights.

You normally have a 30-day right to reject goods that are faulty, not as described or unfit for purpose. Further rights, including repair, replacement and in appropriate circumstances a refund or price reduction, can apply after that period. Sale items have the same statutory rights as full-price items.

Ella Rose Glow is responsible for handling your purchase and refund. Your statutory remedy does not depend on our supplier approving a return or refunding us first.