Refund & Cancellation Policy — My Glow Clinics Ltd

Last updated: 11/10/2026

This policy applies to goods and services supplied by My Glow Clinics Ltd. Read it alongside our Terms & Conditions.

Nothing in this policy limits your statutory consumer rights.

1. Cancelling or Rescheduling

Please contact us at least 48 hours before your appointment if you need to cancel or reschedule.

With at least 48 hours’ notice, there is no appointment cancellation or rescheduling charge. Your appointment deposit can be transferred to a replacement booking or refunded if you cancel, subject to any separately agreed product order commitments and applicable statutory rights.

For cancellations with less than 48 hours’ notice, or missed appointments, we may retain a reasonable amount from your deposit or apply a reasonable cancellation charge.

Any amount retained or charged will reflect losses resulting from your cancellation. We will take account of costs saved and make reasonable efforts to fill the appointment or otherwise reduce our losses.

Charges are not automatically the full appointment price. We will explain how a charge has been calculated if requested.

2. Deposits and Advance Payments

Deposits or advance payments may be required for:

• Hair extensions

• Cosmetic hair-loss systems

• Colour services

• Longer appointments

• Product orders

We will explain the amount, what it covers and any applicable cancellation conditions before you pay. Payments will be credited against the agreed price.

Deposits are not automatically forfeited in every situation. Any deduction must be fair, proportionate and consistent with your statutory rights.

3. If We Cancel

If we cancel your appointment, we will offer an alternative where possible.

If you do not accept an alternative, we will refund payments for the cancelled goods or services that have not been supplied.

4. Concerns About Services

We aim to provide services with reasonable care and skill and in accordance with what was agreed.

Results can be affected by your existing hair, the chosen service, aftercare and maintenance. These factors do not remove your rights if a service was performed incorrectly or did not meet legal requirements.

Please report concerns promptly so we can assess them. There is no automatic 48-hour deadline after which you lose your statutory rights.

Where a service does not meet legal requirements, the appropriate remedy may include repeat performance at no additional cost or a price reduction, which can amount to a full refund where applicable.

A change of preference after a correctly performed service does not, by itself, create an automatic right to a refund.

5. Hair Extensions and Cosmetic Hair Systems

Fitting, opening or customising hair does not automatically remove your rights concerning faulty or misdescribed goods or incorrectly performed services.

If you report a concern, we will consider:

• What was agreed and supplied

• The condition of the hair or system

• The fitting and maintenance history

• Relevant care instructions and how the product has been used

We may consult the supplier to help assess a suspected product fault. Where My Glow Clinics Ltd supplied the goods, we remain responsible for dealing with your statutory rights; you do not have to pursue the supplier yourself.

Depending on the circumstances, remedies may include repair, replacement, a price reduction or refund.

6. Bespoke Orders and Changes of Mind

We will explain any applicable change-of-mind restrictions before you commit to a genuinely personalised or custom-made order.

Ordering standard hair specifically for you does not automatically make it bespoke.

Any valid restriction on cancelling personalised goods does not affect your rights if those goods are faulty, misdescribed or otherwise fail to meet legal requirements.

7. Retail Products

Our Voluntary Returns Policy

For retail goods purchased in person, we accept change-of-mind returns within 14 days of purchase if the goods are unused, unopened, in their original packaging and accompanied by proof of purchase.

This voluntary policy does not restrict your statutory rights.

Online, Telephone or Other Distance Purchases

Where statutory distance-selling cancellation rights apply, you can generally notify us that you wish to cancel within 14 days after receiving the goods, followed by a further 14 days to return them.

Exceptions may apply, including genuinely personalised goods and goods supplied sealed that are unsuitable for return for health or hygiene reasons once unsealed. We will explain applicable exceptions before purchase.

Opening packaging does not automatically remove cancellation rights for every product. Deductions may apply where handling beyond what is reasonably necessary reduces the goods’ value.

Where a statutory refund is due, we will provide it within the applicable legal timeframe, including standard delivery costs where required.

Faulty or Misdescribed Products

Please contact us if a product is faulty, misdescribed or unsuitable for an agreed purpose. Your statutory rights apply whether or not the product has been opened or used.

Proof of purchase may include a receipt, booking record, bank statement or other suitable evidence.

8. Online and Telephone Service Bookings

Some service bookings qualify for a statutory cancellation period.

If you request that a service begins during that period, we will obtain any consent or acknowledgement required by law. A proportionate charge for work already performed may apply if you subsequently cancel and the legal requirements have been met.

We will explain applicable rights and exceptions before you commit.

9. Aftercare and Maintenance

Please follow the appropriate care instructions provided and attend maintenance appointments as advised.

A problem caused by unsuitable products, misuse, missed maintenance or third-party work may affect the remedy available. We will assess the cause individually rather than automatically refusing a claim.

10. Discomfort or Adverse Reactions

Please contact us promptly if you experience irritation, discomfort or another concern following a service.

Seek appropriate medical advice for significant symptoms or urgent health concerns. Do not delay urgent care while waiting for a response from us.

11. How to Raise a Concern

Contact us with your name, appointment or purchase date, and a description of the issue. Photographs may help where appropriate.

We may offer an assessment and will explain the proposed next steps. Where reasonably possible, contact us before arranging corrective work elsewhere so we have an opportunity to assess the concern. This does not restrict urgent care or your statutory rights.

Email: info@myglowclinics.co.uk
Phone: 07809157897
Address: My Glow Clinics Ltd, 542 Aigburth Rd, Cressington, Liverpool L19 3QG

If your booking was directly with an independent practitioner, their policy may apply. The identity of the service provider and relevant terms should be explained before booking.