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Last updated: 24 April 2026
We want every experience with Selene Glow to be smooth and positive, and we always review cases individually with care and fairness.
Your right to cancel, Consumer Contracts Regulations
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 calendar days of receiving your goods.
Important exception for sealed goods:
Under the Consumer Contracts Regulations 2013, your right to cancel does not apply to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed.
This also applies to certain collector items, including sealed K-pop albums, light sticks, and related merchandise, where authenticity and collector value depend on the item remaining unopened and in its original sealed condition.
Other exclusions permitted under UK law may also apply where relevant.
Hygiene and safety
For hygiene and product safety reasons, the following items cannot be returned once opened, unsealed, or used:
If your item arrives damaged or incorrect, please contact us, and we will help.
Skincare Expiry Dates
All skincare and cosmetic products sold by Selene Glow are supplied within the manufacturer’s stated expiry date or Period After Opening, where applicable. We take care to ensure that products are safe and suitable for sale at the time of dispatch.
Please note that some products may have a shorter remaining shelf life, particularly limited editions, imported items, promotional offers, discounted products, or complimentary gifts. This does not affect product safety or authenticity, provided the item is used within the stated expiry date.
Customers are responsible for checking the expiry date upon receipt and for using products within the recommended timeframe. Selene Glow cannot be responsible for products that are stored for extended periods or used after the stated expiry date.
If you are concerned about the remaining shelf life of a product, please contact us within 14 calendar days of receiving your order, including your order number and clear photos of the packaging and expiry date. We will review each case individually and fairly, in line with our Returns Policy and UK consumer law.
Refunds or replacements cannot be guaranteed unless the product is found to fall outside acceptable standards at the time of delivery.
K-pop albums and merchandise
All K-pop albums, light sticks, and official merchandise are 100 per cent authentic and sourced from authorised distributors. To protect authenticity and collector value, returns are not accepted once an item has been opened or unsealed.
Minor cosmetic marks to the outer packaging that occur during international transit and do not affect the sealed product inside are not considered product defects.
Return eligibility
Where a return is accepted, the following must apply:
Damaged or incorrect orders
If your order arrives damaged, defective, or incorrect, contact us within 14 calendar days of delivery, including your order number and clear photos where possible. We will review and resolve the issue fairly.
Unboxing Evidence for Collectables
For high-value or collectable items, including K-pop albums and light sticks, we recommend recording a short unboxing video upon delivery. This helps us assess any damage or missing item claims fairly and quickly. Unboxing videos are recommended to help us assess certain claims, but are not mandatory and do not affect your statutory consumer rights.
How to start a return
Please email support@seleneglow.com to request return approval. Only authorised returns can be accepted.
When contacting us, please include your Selene Glow order number and a brief explanation of the reason for return. Where relevant, clear photos may be requested to help us assess the issue promptly.
Customers are responsible for return postage costs unless the item arrived damaged, defective, or incorrect. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
Our team aims to respond to return requests within 1 to 7 working days, depending on enquiry volume. Requests are handled in the order they are received to ensure fairness and transparency for all customers.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Exclusions relating to sealed or hygiene‑sensitive products apply only to the right to cancel under the Consumer Contracts Regulations and do not affect your rights where items are faulty, unsafe, or not as described.
Refunds
Once returned items are received and inspected, any approved refund will be issued to the original payment method used at checkout.
For security and transparency reasons, refunds are normally processed back to the original payment method. We are unable to redirect refunds to alternative cards, accounts, or payment details.
In certain circumstances, for example, as a goodwill gesture or where mutually agreed with the customer, we may offer a Selene Glow gift card instead of a monetary refund. Gift cards may be offered as a goodwill gesture only with the customer’s agreement and never where a monetary refund is required under UK consumer law.
Refund timing depends on your bank or payment provider and may take several working days to appear in your account.
Where a cancellation is valid under the Consumer Contracts Regulations, approved refunds are issued within 14 days of either receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier.
Model Cancellation Form
(Complete and return this form only if you wish to cancel the contract.)
To:
Selene Glow Ltd.
10/3 Granton Road
Edinburgh, Scotland
EH5 3QH
Email: support@seleneglow.com
I / We (delete as appropriate) hereby give notice that I/we cancel my / our contract of sale for the following goods:
Ordered on / received on (delete as appropriate):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
You do not have to use this form to cancel. You can also cancel by emailing us with a clear statement of your decision to cancel.
