Gloss Syndicate Ltd

Returns & Refunds

Last updated: 14 September 2026

1. Your right to cancel

If you are a consumer who purchased online, through Instagram Shop, Facebook Shop or another distance-selling method, you normally have 14 days to cancel your order without giving a reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you, receives the products. If an order is delivered in separate shipments, the period normally begins after the final item is received.

To cancel, send a clear statement to store@gloss-syndicate.com before the cancellation period expires. Please include your name, order number and the products you wish to return.

2. Returning products

After notifying us of cancellation, you must return the products without undue delay and no later than 14 days after telling us that you wish to cancel.

We will provide the correct returns address and any necessary transport instructions. Do not return products to our registered office unless we expressly instruct you to do so.

For change-of-mind returns, you are responsible for the direct return postage cost. Products should be securely packaged.

You may inspect a product as you reasonably would in a physical shop. We may reduce your refund to reflect any loss in value caused by handling or use beyond what is reasonably necessary to inspect the product.

3. Chemical and liquid products

Do not send a leaking, damaged, opened or potentially hazardous product through an ordinary postal service without contacting us first. We will provide appropriate return instructions.

This safety requirement does not remove your cancellation rights or your rights in relation to faulty or damaged products.

4. Refunds

We will refund the price paid for returned products together with the cost of our least expensive standard delivery option.

Additional amounts paid for express or premium delivery will not be refunded beyond the cost of standard delivery.

We may withhold the refund until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be made without undue delay and normally within 14 days after the returned products or evidence of return are received. The refund will be made using the original payment method unless another method is expressly agreed.

5. Exceptions

The right to cancel may not apply where a statutory exception applies, including:

• products made to your specifications or clearly personalised;
• products that deteriorate or expire rapidly;
• sealed products genuinely unsuitable for return for health-protection or hygiene reasons once unsealed; or
• products that have become inseparably mixed with other items after delivery.

Opening a product does not automatically remove your rights. Statutory exceptions apply only where the legal conditions are met. Your rights regarding faulty, unsafe or incorrectly supplied products remain unaffected.

6. Faulty, damaged or incorrect products

Products must be of satisfactory quality, fit for purpose and match their description. If a product is faulty, damaged in transit, leaking or incorrectly supplied, contact store@gloss-syndicate.com as soon as reasonably possible.

UK consumers may have a statutory right to reject faulty goods within 30 days of delivery. Further rights may include repair, replacement, a price reduction or a refund, depending on the circumstances.

Where a product is faulty, damaged or incorrectly supplied, we will pay or reimburse reasonable return costs and provide suitable return instructions.

We may request photographs of the product, packaging and batch code to help investigate the issue. This does not remove or restrict your statutory rights.

7. Business purchases

The statutory change-of-mind cancellation right described above applies to consumers. It does not normally apply to purchases made wholly or mainly for business or professional purposes.

8. Contact

For cancellations, returns or refund enquiries, contact:

Gloss Syndicate Ltd
Email: store@gloss-syndicate.com
Company number: 17375977

Nothing in this policy restricts any mandatory consumer rights available under applicable law.