Refund policy

Shea & Glow Return & Refund Policy

Last updated: 12/06/2026

Thank you for shopping with Shea & Glow. We take great pride in crafting high-quality, natural skincare products. Because our products are handmade, fresh, and personal care items, we have established the following policy regarding returns and refunds.

1. 14-Day Right to Cancel (UK Consumer Contracts Regulations)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and request a return within 14 days of receiving your items.

  • Hygiene Exception: Please note that due to the nature of skincare products, we can only accept returns if the product is completely unused, unopened, and the original hygiene seal or packaging is fully intact.

  • For health and hygiene reasons, we cannot accept returns or issue refunds for any skincare products that have been opened, tested, or used.

2. How to Initiate a Return

If your items are unopened and the seals are intact, you can initiate a return by contacting us at sheaandglowbutters@gmail.com within 14 days of delivery. Please include your order number and the reason for the return.

  • Return Shipping Costs: Unless the item is faulty or damaged, you are responsible for paying the shipping costs for returning your item. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  • Return Address: Items must be sent back to us within 14 days of your return request being approved to 103 Mill way, Mill Hill, London, NW3 7JL.

3. Melted Products & Weather Advisory

Our whipped body butters are completely natural and made with pure plant butters (such as shea butter) and oils. They contain no synthetic stabilizers or artificial hardening agents. As a result, they are sensitive to temperature and can soften or melt in transit during warm weather.

  • A melted product is not defective, as its nourishing skincare properties remain completely unchanged.

  • If your body butter arrives softened or melted, simply place the jar in the fridge for 20–30 minutes to allow it to solidify. While it may lose its "whipped" texture and appear slightly less full in the jar, it is perfectly safe and effective to use.

  • We do not offer refunds, replacements, or returns for products that have softened or melted in transit due to warm weather. By purchasing during warmer months, you acknowledge and accept this policy.

4. Damaged, Faulty, or Incorrect Items

We want you to love your order. If your product arrives physically broken (e.g., shattered jar, cracked lid) or you received the wrong item, please contact us within 48 hours of delivery at sheaandglowbutters@gmail.com.

To help us resolve this quickly for you, please include:

  1. Your order number

  2. A brief description of the issue

  3. Clear photographs of the damaged product and the shipping packaging

If the item is verified as damaged or incorrect, we will gladly arrange a replacement or a full refund, including any original delivery costs.

5. Refunds Processing

Once your return is received and inspected to ensure the hygiene seals are intact, we will send you an email to notify you that we have approved or rejected your refund.

  • If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment.

  • Please allow 5 to 10 business days for the refund to reflect in your account, depending on your bank or card issuer.

6. Sale Items

Only regular-priced items may be refunded. Unfortunately, items purchased on sale, clearance, or as part of a final-reduction promotion cannot be returned or refunded unless they arrive damaged or faulty.

Contact Us

For any questions regarding our return and refund practices, please contact us at:sheaandglowbutters@gmail.com.