Refund policy

Please review this policy carefully before placing your order.

Due to the nature of our products and services, different cancellation and return conditions apply depending on what you purchase.

Private Label & Custom Orders

Our private-label and custom products are produced specifically to your selected specifications and/or branding.

You may request a cancellation before production begins. Please contact us as soon as possible after ordering.

Once production has begun, custom or personalised orders generally cannot be cancelled, returned or refunded because of a change of mind.

This includes orders customised with your:

  • Logo or branding

  • Selected packaging

  • Shades or product specifications

  • Custom printing or design

Please carefully review all information and mock-ups before approving your order for production.

Mock-Up Approval

Where a mock-up is provided, it is your responsibility to check the design carefully before approval.

Please check:

  • Spelling

  • Logo

  • Colours

  • Placement

  • Product/packaging selection

  • Other custom details

Once you approve a design and production begins, we cannot normally make changes.

We are not responsible for customer-supplied errors that were clearly visible within an approved design.

If the finished products materially differ from the design you approved due to an error made by us or our production team, please contact us so the matter can be investigated.

Samples

Due to the hygienic nature of cosmetic products, opened or used samples cannot normally be returned simply because you change your mind.

We recommend purchasing samples before placing a larger wholesale or private-label order so you can assess the product before committing to a larger quantity.

Purchasing a sample does not guarantee that future production batches will be completely identical. Minor variations may occur between batches.

Non-Custom Cosmetic Products

For cosmetic products that have not been personalised or made to your specifications, your cancellation and return rights will depend on the type of product, whether it has been opened or used, and your applicable statutory rights.

For hygiene and safety reasons, certain sealed cosmetic products may not be eligible for return once unsealed where the law permits this exception.

Please contact us before returning any product.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or materially different from what you ordered, please contact us promptly after receiving your parcel.

Please provide:

  • Your order number

  • A clear description of the issue

  • Photographs and/or videos clearly showing the affected products

  • Photographs of the outer/inner packaging where relevant

Please keep the affected products and packaging while your claim is being reviewed.

Depending on the circumstances and your applicable legal rights, an appropriate resolution may include a replacement, correction, partial refund or refund.

Please do not dispose of affected products before we have completed our assessment unless we advise you to do so.

Minor Variations

Because our private-label products are physically manufactured, minor variations may occasionally occur.

This can include small differences in:

  • Colour/shade

  • Printing position

  • Logo placement

  • Packaging

  • Product appearance

  • Production batches

Minor variations that do not materially affect the product or substantially differ from an approved design will not automatically be considered a fault.

Incorrect Information Provided by the Customer

Customers are responsible for providing accurate order information, including:

  • Shipping address

  • Logo/design files

  • Spelling

  • Shade selections

  • Packaging selections

  • Quantities

  • Other requested customisation details

If an order is produced using incorrect information supplied or approved by the customer, we cannot normally provide a free replacement or refund.

Please contact us as soon as possible if you notice an error. If production has not started, we will do our best to amend it.

Digital Products & Vendor Lists

Digital products include eBooks, guides, templates, downloadable resources and vendor information.

Your cancellation/refund rights for digital content may differ from physical products, particularly where you have requested immediate access to digital content.

Where required by applicable consumer law, we will obtain the necessary acknowledgement or consent before immediate digital delivery affects a cancellation right.

Unless you are legally entitled to a remedy, digital products that have been supplied/accessed are not refundable simply because you change your mind.

Digital products and vendor information must not be copied, shared, redistributed or resold.

Please note that third-party vendors are independent businesses. Vendor prices, products, availability, communication and services can change. Purchasing vendor information does not guarantee a particular outcome or experience with that supplier.

Consultations

If you need to cancel or reschedule a consultation, please contact us as soon as possible.

Any specific cancellation or rescheduling conditions displayed when booking your consultation will also apply.

Once a consultation has been fully provided, it is not refundable simply because you change your mind or do not achieve a particular business outcome.

Refund Processing

Where a refund is approved, it will normally be returned to the original payment method used for the purchase.

Once processed by us, the time taken for funds to appear in your account may depend on your bank or payment provider.

Chargebacks & Payment Disputes

If you experience an issue with your order, please contact us first so that we have an opportunity to investigate and resolve the matter.

Submitting a payment dispute does not remove any obligation to provide accurate information regarding your order and the circumstances of the dispute.

We reserve the right to provide relevant order records, correspondence, tracking information, approvals and other evidence to the applicable payment provider when responding to a dispute.

Your Statutory Rights

Nothing within this Refund & Returns Policy is intended to exclude, restrict or replace any statutory consumer rights that apply to your purchase.

For questions regarding a return, cancellation or order issue, please contact SAH GLAMOURR COSMETICS LTD and include your order number.

Last updated: September 2026