Last updated: 9 September 2026
At Louise Gleam Beauty, we want your shopping experience to be clear, fair and transparent. This Returns & Refunds Policy explains your rights when returning an order, exercising your right of withdrawal or reporting a damaged, incorrect or defective product.
Nothing in this Policy limits or excludes any mandatory consumer rights available to you under applicable European Union, Portuguese or other applicable consumer protection law.
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase without giving any reason within 14 calendar days.
For goods, the withdrawal period begins on the day you, or a third party designated by you other than the carrier, physically receive the goods.
If several products from the same order are delivered separately, the withdrawal period begins when the last product is received.
To exercise your right of withdrawal, you must inform Louise Gleam Beauty of your decision before the 14-day period expires.
You may contact us at: contact@louisegleambeauty.com
Before sending any product back, please contact Louise Gleam Beauty so that we can provide the appropriate return instructions.
Your request should preferably include:
You are not required to provide a reason when exercising the statutory 14-day right of withdrawal.
Once you have informed us of your decision to withdraw, the goods must be returned without undue delay and no later than 14 days from the date you notified us.
Please do not send products directly to the manufacturer, supplier, BTSWholesaler or any fulfilment partner unless Louise Gleam Beauty has specifically instructed you to do so.
When exercising the right of withdrawal, you may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to what would normally be possible in a physical shop.
Where reasonably possible, products should be returned with their original packaging, accessories and accompanying items.
You may be responsible for any reduction in the value of a product resulting from handling that goes beyond what is reasonably necessary to inspect it.
Due to the nature of the products sold by Louise Gleam Beauty, certain products may be excluded from the right of withdrawal where the law allows such an exception.
In particular, the right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Depending on the product and its packaging, this may include certain:
This exception will only be applied where the product is genuinely covered by the applicable health or hygiene exception and the relevant protective seal has been opened or removed.
The fact that an item is a cosmetic or beauty product does not, by itself, automatically remove the consumer's statutory right of withdrawal.
Where permitted by applicable law, the right of withdrawal may also not apply to:
When exercising the 14-day right of withdrawal because you have changed your mind, the direct cost of returning the goods is the responsibility of the customer, unless Louise Gleam Beauty expressly agrees otherwise or applicable law requires us to bear the cost.
We recommend using a tracked shipping method and keeping proof of postage until your refund has been completed.
If the return results from a product being damaged, defective, not in conformity with the contract or different from the product ordered, the customer will not be required to bear the necessary return costs where Louise Gleam Beauty is legally responsible for those costs.
If you receive a product that appears:
please contact us as soon as reasonably possible at: contact@louisegleambeauty.com
For damage that is visible immediately upon delivery, we strongly recommend contacting us within 48 hours where possible. This helps us preserve evidence and raise the matter promptly with our logistics or fulfilment partners.
Failure to notify us within 48 hours does not, by itself, remove any statutory consumer rights you may have under applicable law.
To investigate a damaged, defective or incorrect product efficiently, we may ask you to provide reasonable evidence such as:
The evidence requested will depend on the nature of the problem. We will not request information that is unnecessary or disproportionate to investigate the claim.
The statutory legal guarantee for defective or non-conforming goods is separate from the 14-day right of withdrawal.
Under Portuguese consumer law, new movable goods are generally covered by a three-year legal guarantee of conformity from the date of delivery. Mandatory consumer rights applicable in another country may provide additional protection.
Where a product is not in conformity with the contract, the remedies available under applicable law may include:
The appropriate remedy will depend on the circumstances of the case and the rights established by applicable consumer law.
For consumers covered by Portuguese law, where a lack of conformity becomes apparent within the first 30 days after delivery, the consumer may have the right to request immediate replacement of the product or termination of the contract in accordance with the applicable legal conditions.
Any repair or replacement for which Louise Gleam Beauty is legally responsible will be carried out free of charge and within the time limits required by applicable law.
When you validly exercise your right of withdrawal, we will reimburse the payments received from you in accordance with applicable law.
Where required by law, this includes the cost of the least expensive standard delivery option offered for the original order.
If you expressly selected a more expensive delivery method, such as an express or premium service, we are not required to reimburse the additional amount paid above the cost of the least expensive standard delivery option.
Refunds will normally be issued using the same payment method used for the original transaction, unless another method has been expressly agreed and does not result in additional costs for you.
We may withhold the refund until:
whichever occurs first, except where Louise Gleam Beauty has offered to collect the goods.
Once a refund has been issued by Louise Gleam Beauty, your bank or payment provider may require additional processing time before the amount appears in your account. These banking processing times are outside our direct control.
Where a claim relating to a damaged, defective or incorrect product is confirmed, the remedy will be provided in accordance with the applicable legal guarantee rules.
Depending on the circumstances, this may include:
Louise Gleam Beauty may propose the remedy that is legally appropriate based on the nature of the product, the defect and the circumstances of the claim, without limiting any mandatory rights available to the consumer.
We begin processing orders as quickly as possible. If you wish to cancel an order before it has been dispatched, please contact us immediately.
We will make reasonable efforts to cancel the order before fulfilment or dispatch, but we cannot guarantee that cancellation will still be technically possible once order processing has begun.
If the order has already been dispatched, this does not remove any statutory right of withdrawal that may apply after delivery.
Louise Gleam Beauty remains responsible for arranging delivery of orders purchased through our store in accordance with applicable consumer law.
Estimated processing and delivery times for each destination are described in our Shipping & Delivery Policy.
If an order has not arrived within the agreed delivery period, please contact us so that we can investigate the shipment with the relevant logistics provider.
Where an order is lost, not delivered or significantly delayed, you retain all rights available under applicable consumer law, including the right to terminate the contract and obtain a refund where the legal requirements for doing so are satisfied.
Certain Louise Gleam Beauty orders may be prepared and shipped directly to the customer by third-party fulfilment or dropshipping partners.
The use of a third-party supplier, fulfilment provider or carrier does not change the fact that your purchase contract is with Louise Gleam Beauty.
Please contact Louise Gleam Beauty directly regarding returns, refunds, damaged goods or order-related problems rather than contacting the supplier or manufacturer independently.
This Policy is intended to explain how Louise Gleam Beauty handles returns and refunds and does not restrict any mandatory rights granted to consumers by applicable law.
If any provision of this Policy conflicts with a mandatory consumer protection rule, the mandatory legal rule will prevail.
For return requests, refund questions or problems with an order, please contact:
Louise Gleam Beauty
Email:
contact@louisegleambeauty.com
Portugal
Please include your order number whenever possible so that we can assist you more quickly.
We aim to handle every request fairly, transparently and in accordance with your applicable consumer rights.
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