Refund policy
Returns & Refunds Policy
Last updated: April 2026
We want you to love every purchase from Strawberry Glow. If something isn't right, we're here to help.
Contact us: info@strawberryglow.co.uk | 020 8508 2828 Address: 289 High Road, Loughton, Essex, IG10 1AH
Physical Products (Online Orders)
Your Right to Cancel — 14 Days
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason, without charge.
To exercise this right: 1. Email info@strawberryglow.co.uk with your order number and the subject line "Cancellation Request" 2. You have a further 14 days after notifying us to return the goods 3. We will refund you within 14 days of receiving the returned items (or proof of postage, whichever is sooner)
Condition of returned goods: Items must be returned unused, in their original packaging, and in a resaleable condition. Return postage is your responsibility unless the item is faulty.
Exceptions — Items That Cannot Be Returned
For hygiene and safety reasons, the following cannot be returned once opened or used:
- Tanning lotions, oils, and mousses
- Skincare and cosmetic products
- Any item supplied with a hygiene seal that has been broken
Faulty or Damaged Items
If your item arrives damaged or develops a fault within 30 days of purchase, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015.
If a fault develops after 30 days but within 6 months, we will offer a repair or replacement first. A refund may be issued if the item cannot be repaired or replaced.
To report a faulty item: 1. Email info@strawberryglow.co.uk with your order number and a photo of the fault 2. We will respond within 2 business days with next steps
How Refunds Are Processed
- Refunds are issued to the original payment method
- Processing time: up to 14 days after we receive the returned item
- Original delivery costs are refunded for faulty/incorrect items only; they are not refunded for change-of-mind returns
In-Store Purchases
For products purchased in-store at 289 High Road, Loughton, please return them to us directly with your receipt within 28 days in unused and resaleable condition. Exchanges or store credit will be offered at our discretion. Statutory rights (faulty goods) apply regardless.
Services & Treatments (Spray Tans, Sunbeds, Beauty)
Cancellations:
- Please give us at least 24 hours' notice to cancel or reschedule an appointment
- Cancellations with less than 24 hours' notice, or no-shows, may be subject to a cancellation fee of up to 50% of the treatment cost
- Refunds are not issued for completed treatments except where there is a clear service failure
- Membership fees are non-refundable once the billing period has started
- You may cancel a rolling membership at any time; cancellation takes effect at the end of the current billing period
Questions?
If you're unsure whether your item is eligible for a return, or you'd like to discuss a specific situation, please contact us before sending anything back:
Email: info@strawberryglow.co.uk Phone: 020 8508 2828 Hours: Monday–Saturday 9am–7pm, Sunday 10am–5pm