CANCELLATION & REFUND POLICY
This Cancellation & Refund Policy explains the terms on which SILK GLOW LP ("Company", "we", "our" or "us") accepts cancellations, returns, exchanges and refunds in relation to products sold through https://silkglowlp.com/ (the "Site").
This policy should be read together with our Terms and Conditions, Privacy Policy and Cookie Policy published on the Site.
Registered number: LP024539
Registered office / principal place of business: 50 Essex Street, London, United Kingdom, WC2R 3JF
Return address: 8 Iliyansko Shousse str. 1220 Sofia Bulgaria
Contact email: info@silkglowlp.com
Effective date: April 21, 2026.
1. Scope of this policy
This policy applies to purchases of physical goods made through the Site. It explains when you may cancel an order, when you may return products, how refunds are processed and how we deal with damaged, defective or incorrect items.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. If mandatory local law gives you additional rights, those rights will apply.
2. Order placement and contract formation
You may place an order by following the instructions on the Site and completing the checkout process.
Before submitting your order, you will have the opportunity to review and correct input errors.
Your order constitutes an offer to purchase products from us. Acceptance of your order takes place when we send you an order confirmation by email or otherwise confirm acceptance. Until then, we may decline your order for any lawful reason, including product unavailability, pricing errors, suspected fraud, payment issues or delivery restrictions.
3. Cancellation before dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@silkglowlp.com and include your order number.
If the order has not yet been processed for dispatch, we will usually cancel it and issue a refund in accordance with this policy.
If the order has already been dispatched, you may need to follow the returns process described below.
4. Right to cancel after delivery
Where applicable law provides a cooling-off period, you may cancel your order within 14 (fourteen) days after the day on which you or a person nominated by you receives the products.
To exercise your right to cancel, you should notify us by email or through the contact method stated on the Site before the cancellation period expires.
You should then return the products to us in accordance with the return instructions provided, unless we tell you otherwise.
5. Conditions for returns
Unless the products are faulty, damaged, misdescribed or incorrectly supplied, returned items should generally be sent back unused, with all original components, and in the original packaging where reasonably possible.
You may inspect the products as you would in a shop, but we may make a deduction from any refund for loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products, where permitted by law.
Please include your order number and any return form or information we request so that we can identify and process your return efficiently.
6. Non-returnable or restricted-return items
Certain items may be non-returnable or may only be returned in limited circumstances, unless they are faulty or not as described. This may include, where applicable:
- personalised or custom-made products;
- perishable goods;
- ealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery;
- digital or downloadable content once supply has begun or access has been provided, where applicable;
- any other items identified on the Site as non-returnable, subject always to your statutory rights.
7. Damaged, defective or incorrect items
If you receive a product that is damaged, defective, faulty or incorrect, please contact us as soon as possible at info@silkglowlp.com, ideally with your order number, a description of the issue and, where helpful, photographs.
Where a product is faulty or not as described, you may be entitled to a repair, replacement, price reduction or refund in accordance with applicable law.
We may ask you to return the item for inspection before confirming the appropriate remedy, unless we agree otherwise.
8. Return procedure
To return a product, please follow the instructions on the Site or contact us info@silkglowlp.com . Unless we specify another procedure, you should send the return to the address: 8 Iliyansko Shousse str. 1220 Sofia Bulgaria .
We recommend using a tracked postal or courier service and keeping proof of posting, especially for higher-value items.
You are responsible for taking reasonable care of the products while they are in your possession and during return transit.
9. Refunds
Refunds will normally be made using the same payment method used for the original order, unless we agree otherwise.
Where applicable law provides a cooling-off right, we will usually issue the refund within 14 (fourteen) days after we receive the returned products or, if earlier, after you provide evidence that the products have been sent back.
Refunds will include the price paid for the returned products and, where required by law, the standard outbound delivery charge. We may deduct any amount permitted by law, including for diminished value caused by excessive handling.
If only part of an order is returned, delivery charges may be refunded only where required by law or where we expressly agree to do so.
10. Return shipping costs
Return shipping costs are handled as follows: customer pays return postage unless the item is faulty, damaged or incorrectly supplied.
If we agree to cover return shipping costs, we may require you to use a specific return label, courier or reimbursement procedure.
11. Exchanges
We may offer exchanges for certain products, subject to stock availability and our operational procedures.
If an exchange is not possible, we may instead offer a refund and invite you to place a new order.
12. Delivery issues and failed delivery
Delivery dates and times are estimates unless expressly stated otherwise. Delays may occur due to customs processes, carrier disruption, high demand, weather events or other factors outside our reasonable control.
If a product is lost in transit, not delivered, or materially delayed, please contact us so that we can investigate with the delivery provider and determine the appropriate next steps.
If delivery fails because the address provided was incomplete or inaccurate, or because delivery was refused without proper reason, additional delivery or return charges may apply.
13. Risk and ownership
Risk in the products passes to you upon delivery, except to the extent otherwise provided by applicable law.
Ownership of the products passes to you only when we have received full payment in cleared funds for the products and any applicable delivery charges.
14. Liability
Nothing in this policy excludes or limits liability that cannot lawfully be excluded or limited under applicable law.
Subject to that, we are not liable for losses that are not reasonably foreseeable, or for indirect or consequential losses, except where such exclusion is not permitted by law.
15. Events outside our reasonable control
We are not responsible for delay or failure to perform our obligations where such delay or failure results from events outside our reasonable control, including transport disruption, customs delays, strikes, natural events, pandemics, failure of utilities, cyber incidents or acts of government.
16. Changes to this policy
We may update this Cancellation & Refund Policy from time to time. The latest version will be published on the Site and will apply to orders placed after the updated version takes effect, unless applicable law requires otherwise.
17. Governing law
This policy and any dispute or claim arising out of or in connection with it shall be governed by the laws of England and Wales, except where mandatory consumer laws in your country of residence apply.
Courts of London shall have jurisdiction, subject to any mandatory rights you may have under applicable consumer law.
18. Contact us
If you have any questions about this policy, your order, a cancellation, a return or a refund, please contact us at info@silkglowlp.com or write to us at 50 Essex Street, London, United Kingdom, WC2R 3JF.