Return and Refund Policy

Last updated: April 2026

At The Glaistig Group, we want you to love every piece you purchase from us. If for any reason you are not completely satisfied with your order, we are pleased to offer returns and refunds in accordance with the terms below. Please read this policy carefully before placing your order.

1. Return Period

You may return eligible items within 30 days of receiving your order. The return period begins on the day you receive the product.

Return requests submitted after 30 days will not be accepted unless the item is faulty or defective.

2. Eligibility for Return

To be eligible for a return, your item must meet the following conditions:

— The item must be unused, unworn, and in the same condition that you received it.
— The item must be returned in its original packaging, including dust bag, authenticity card, protective materials, and any included accessories.
— The item must show no signs of use, wear, damage, or alteration.
— Proof of purchase (order number or confirmation email) must be provided.

Items that do not meet these conditions may be refused or subject to a reduced refund.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

— Bespoke, personalised, or made-to-order pieces
— Items marked as "final sale" or purchased during clearance events
— Gift cards
— Items that have been used, worn, damaged, or altered by the customer
— Items returned without original packaging or authenticity card

4. How to Initiate a Return

To request a return, please follow these steps:

Step 1: Contact us at info@theglaistiggroup.shop within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.

Step 2: Our client services team will review your request and, if approved, send you return instructions along with the return address.

Step 3: Pack the item securely in its original packaging, including all accessories and documentation, and ship it to the address provided. We recommend using a tracked and insured shipping service.

Step 4: Once we receive and inspect your return, we will notify you by email of the outcome and process your refund if approved.

Please note: items returned without prior authorisation may not be accepted.

5. Return Shipping Costs

United Kingdom: Return shipping is the responsibility of the customer, unless the item is faulty or we shipped the wrong product. We recommend a tracked service, as we cannot be held responsible for items lost in transit.

International (EU and Rest of World): Return shipping costs, customs duties, and any import charges on returns are the responsibility of the customer. Please clearly mark the package as "Returned Goods" to avoid additional customs charges.

Original shipping costs paid on your order are non-refundable, except where the item is faulty or we shipped the wrong product.

6. Refunds

Once we receive your return, our team will inspect the item within 3–5 business days to confirm it meets the return conditions.

If your return is approved:

— Your refund will be processed to the original payment method used at checkout.
— Refunds typically appear in your account within 5–10 business days, depending on your bank or card provider.
— You will receive an email confirmation once the refund has been issued.

If your return is not approved (for example, the item shows signs of use or is missing components), we will contact you with the reason and arrange for the item to be returned to you at your cost.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different size, colour, or model, please return the original item for a refund (following the return process above) and place a new order for the desired item.

If you need assistance choosing the right piece, our client services team is happy to help at info@theglaistiggroup.shop.

8. Faulty or Damaged Items

We take great care in crafting and packaging every piece. However, if your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery at info@theglaistiggroup.shop, including:

— Your order number
— A clear description of the issue
— Photographs of the item and the packaging showing the damage or defect

If the item is confirmed to be faulty, we will offer you a full refund, a replacement, or a repair at no cost to you, including return shipping.

9. Late or Missing Refunds

If you have not received your refund within 10 business days of our confirmation email:

— Check your bank account again.
— Contact your credit or debit card provider — it may take some time before the refund is officially posted.
— Contact your bank, as there is often processing time before a refund appears.

If you have done all of the above and still have not received your refund, please contact us at info@theglaistiggroup.shop.

10. Sale and Discounted Items

Items purchased at full price are eligible for return and refund under the terms of this policy.

Sale or discounted items (except those marked "final sale") may be returned within 14 days of delivery for a refund or store credit, at our discretion. Final sale and clearance items cannot be returned or refunded.

11. Cancellations

If you wish to cancel your order, please contact us as soon as possible at info@theglaistiggroup.shop.

— If your order has not yet been dispatched, we will cancel it and issue a full refund.
— If your order has already been dispatched, you will need to follow the return process above once you receive the item.

Under the UK Consumer Contracts Regulations 2013, UK and EU consumers have the right to cancel an order within 14 days of receiving it, without giving a reason. To exercise this right, please notify us in writing and return the item in its original condition within the stated return period.

12. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the UK Consumer Rights Act 2015, including your rights regarding goods that are not of satisfactory quality, fit for purpose, or as described.

13. Return Address

Please do not return any item without first contacting us and receiving return instructions. The return address will be provided in your return authorisation email.

Unauthorised returns sent without prior approval may be refused or delayed.