RETURNS AND REFUND POLICY

 

Last updated: 12/08/2026

 

This policy applies to consumer purchases made online from Sparkle Like Me Limited. It should be read with our Website Terms and Conditions.

 

1. Contact and returns details

 

·   Customer service email: [CUSTOMER SERVICE EMAIL]

·   Returns portal: [RETURNS PORTAL]

·   Designated returns address: [RETURNS ADDRESS]

 

Do not send returns to our registered office unless it is also stated to be the designated returns address.

 

2. Your 14-day online cancellation right

 

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods.

 

If an order is delivered in separate parcels, the cancellation period normally runs from delivery of the last item covered by the relevant order.

 

After telling us that you are cancelling, you normally have a further 14 days to send the goods back.

 

3. How to cancel or start a return

 

You may:

 

·   register the return through [RETURNS PORTAL URL];

·   email [CUSTOMER SERVICE EMAIL] with a clear statement that you wish to cancel; or

·   use the model cancellation form at the end of this policy.

 

You do not have to use the model form. Please include your name, order number, products being returned and contact information so that we can identify the order.

 

4. Return condition

 

You may inspect and try on a product as you reasonably could in a shop. Footwear should be tried on indoors on a clean, soft surface.

 

Please return goods:

 

·   unused and unworn, other than reasonable indoor fitting;

·   clean and free from marks, odour, pet hair, make-up or other contamination;

·   with original tags, protective coverings and accessories attached where reasonably possible;

·   in the original product box, dust bag or packaging; and

·   packed securely inside suitable outer packaging so that the product packaging is not damaged in transit.

 

If handling has gone beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product and has caused a genuine reduction in value, we may make a proportionate deduction from the refund as permitted by law.

 

5. Bags and security tags

 

Bags should be returned unused with the security tag or seal, protective coverings and original packaging attached.

 

Removing a security tag does not automatically remove your statutory cancellation right. However, a proportionate reduction may be made where excessive handling, use or removal of protection has genuinely diminished the value of the bag.

 

6. Products excluded from change-of-mind cancellation

 

The ordinary change-of-mind cancellation right does not normally apply to products made to your specifications or clearly personalised for you.

 

This exclusion does not apply where a personalised or made-to-order product is faulty, unsafe, damaged, incorrect or not as described.

 

Any other legal exception will apply only where clearly relevant and disclosed before purchase.

 

7. Return postage for ordinary returns

 

For any ordinary return, including where a product is:

 

·   unwanted;

·   unsuitable;

·   too large or too small;

·   not the preferred fit, colour or style; or

·   ordered in more than one size with some sizes being returned,

 

you may use the prepaid tracked label generated by our returns portal. A charge of £2.95 per returned parcel will be deducted from your refund where our label is used.

 

The charge applies per parcel, not per item.

 

You may arrange your own suitable return method instead. If you do, you must pay the carrier directly, use the designated returns address, retain proof of postage and ensure the parcel is securely packaged. The £2.95 deduction will not apply where our prepaid label was not used.

 

You remain responsible for an independently arranged return until it is delivered to us, subject to your statutory rights.

 

8. Faulty, damaged, unsafe, incorrect or misdescribed goods

 

The £2.95 return-label deduction does not apply where we confirm that a product is faulty, damaged, unsafe, incorrect or not as described.

 

Please contact [CUSTOMER SERVICE EMAIL] before returning a reported fault. We may ask for:

 

·   your order number;

·   a description of the issue;

·   clear photographs or video of the product;

·   photographs of the parcel, packaging and delivery label; and

·   the item and packaging to be retained while the claim is investigated.

 

Claims are assessed individually. If the issue is confirmed, we will provide a free return method or reimburse reasonable return costs and provide the remedy required by law.

 

Your statutory rights may include a short-term right to reject faulty goods and rights to repair, replacement, price reduction or refund depending on the circumstances. Nothing in this policy restricts those rights.

 

9. Report visible delivery problems promptly

 

Please inspect your order promptly after delivery. Where possible, report visible damage, missing items or an incorrect product within 24 hours so that we can investigate quickly with the courier.

 

Reports made after 24 hours will still be considered. The 24-hour request is not a deadline that removes your statutory rights.

 

10. No direct exchanges

 

We do not offer direct exchanges. Return the original product for a refund and place a new order for the preferred size, colour or style, subject to availability.

 

A replacement may still be provided where required as a remedy for faulty or incorrect goods.

 

11. Refunds

 

For a valid cancellation, we will refund the amount legally due to the original payment method, unless another method is agreed.

 

We may wait until:

 

·   we receive the returned goods; or

·   you provide evidence that you have sent them back,

 

whichever occurs first.

 

We will normally issue the refund without undue delay and within 14 days of that point.

 

If you cancel and return the entire order, we will refund the basic standard outbound delivery charge. If you selected a more expensive service, such as £9.99 express delivery, we do not have to refund the amount above the standard delivery charge.

 

Original delivery charges are not normally refunded where only part of an order is returned, unless required by law.

 

The following may be deducted where applicable and lawful:

 

·   the £2.95 prepaid-label charge;

·   a proportionate reduction for genuine diminished value caused by excessive handling;

·   bundle or promotion recalculations described below; and

·   reasonable failed-delivery or return-to-sender costs caused by an incorrect address, refusal or failure to collect.

 

Bank processing times may affect when the refunded amount appears in your account after we issue it.

 

12. Bundles, sets, multi-buy offers and promotional gifts

 

If you return only part of a discounted bundle, set, multi-buy or promotion, products kept will be charged at their individual selling prices displayed when the order was placed.

 

Your refund will be the amount paid, less:

 

·   the individual price of each product kept;

·   the £2.95 label charge where our prepaid label is used; and

·   the disclosed value of a qualifying promotional gift that should have been returned but was not.

 

A refund will not be reduced below £0.

 

A free or discounted gift must also be returned if the remaining order no longer meets the promotion’s qualifying conditions. If it is not returned, we may deduct its individual price or the value clearly disclosed in the promotional terms, where lawful.

 

Some sets are sold as one complete product and must be returned complete. This will be clearly stated before purchase.

 

13. Returned-to-sender and unclaimed parcels

 

If a parcel is returned to us because the address was incomplete or incorrect, delivery was refused, or the parcel was not collected or rearranged, we may cancel the order and refund the amount legally due after deducting reasonable costs caused by the failed delivery, where permitted.

 

You may need to place a new order if you still want the products.

 

14. Unregistered or unidentified returns

 

Returns sent without registration, an order number or sufficient identifying information may take longer to process. We are not responsible for returns sent to an address that we did not designate.

 

15. Sale items

 

Sale and discounted products have the same statutory rights as full-price products. Ordinary online cancellation rights also apply unless a legal exception is clearly relevant.

 

16. Model cancellation form

 

Complete and return this form only if you wish to cancel the contract. You may instead use the returns portal or send any other clear written statement.

 

To: Sparkle Like Me Limited, [RETURNS OR CUSTOMER SERVICE ADDRESS], email [CUSTOMER SERVICE EMAIL]

 

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Products: ___________

Order number: _____________

Ordered on: ______________

Received on: _______________

Name of consumer(s): ________

Address of consumer(s): ___________

Date: _____________________