Cancellations, Rescheduling, Returns & Refunds

Last updated: September 2026

At GloSmilz, we understand that plans sometimes change. This policy explains how appointment changes, cancellations, refunds and product returns are handled, whether you purchase or pay online or directly at the GloSmilz studio.

Some additional statutory rights apply specifically to purchases made online or through another distance-selling method. These are explained separately below.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Appointment Payments

Appointments booked and paid for online are normally paid for in full at the time of booking.

Where payment is made directly at the GloSmilz studio, we may accept an available electronic payment method or cash.

The price applicable to your appointment will be made clear before you complete your booking or payment.

2. Pre-Appointment Suitability Screening

Customers who book a GloSmilz studio whitening session will be asked to complete our Pre-Appointment Suitability Questionnaire before attending.

The questionnaire is used to identify information that may mean the appointment should not proceed or that we need to discuss with you before you attend.

If, following review of the completed questionnaire, GloSmilz determines that the appointment should not proceed, the appointment will be cancelled and any amount paid for that appointment will be refunded in full.

A cancellation made by GloSmilz following suitability screening will not be treated as a late cancellation or missed appointment by the customer, and no cancellation or no-show charge will apply.

If the questionnaire has not been completed in sufficient time for it to be reviewed before the appointment, GloSmilz may postpone the appointment until the screening process has been completed.

Customers should tell GloSmilz if any relevant information changes between completing the questionnaire and attending their appointment.

3. Rescheduling An Appointment

Appointments may normally be rescheduled with at least 24 hours’ notice, subject to availability.

Where available, customers who booked online may use the rescheduling link contained in their appointment confirmation email.

You can also contact us if you need assistance.

There is normally no additional charge for rescheduling where at least 24 hours’ notice is provided.

4. Cancelling With At Least 24 Hours’ Notice

If you wish to cancel rather than reschedule, please contact GloSmilz as soon as possible.

Where at least 24 hours’ notice is provided, we will normally refund any amount already paid for the appointment.

Where additional statutory cancellation rights apply to an online or distance booking, those rights take priority over GloSmilz’s normal cancellation policy.

5. Late Cancellations

Where an appointment is cancelled with less than 24 hours’ notice, GloSmilz may deduct a late-cancellation charge of up to £15 per booking where this reasonably reflects a genuine loss caused by the cancellation.

The charge is not automatically applied in every case.

If we are able to refill the appointment or otherwise avoid the loss, the charge will be reduced or waived as appropriate.

Any remaining amount due to you will be refunded.

6. Missed Appointments

If you do not attend your appointment and have not contacted us beforehand, GloSmilz may deduct a no-show charge of up to £15 per booking where this reasonably reflects the loss caused by the missed appointment.

The charge is not an automatic penalty.

Where the appointment time is subsequently filled, or the loss is otherwise avoided, the charge will be reduced or waived as appropriate.

7. Genuine Unforeseen Circumstances

We understand that genuine emergencies and unforeseen circumstances can happen.

Please contact us as soon as reasonably possible if something prevents you from attending your appointment.

We will consider the individual circumstances fairly and may waive a late-cancellation or no-show charge where appropriate.

8. Additional Cancellation Rights For Online And Distance Bookings

Where a service or product is purchased online or through another distance-selling method, additional statutory consumer rights may apply.

The extent of those rights depends on the type of purchase and any applicable legal exceptions.

Where any statutory cancellation right applies to your booking or purchase, that right takes priority over GloSmilz’s normal cancellation terms.

Separate cancellation and return rules apply to goods purchased online.

Nothing in this policy affects your statutory consumer rights.

9. Late Arrivals

Please arrive in good time for your appointment.

If you arrive late, we will do our best to accommodate you. However, your session may need to be shortened where extending it would affect another customer’s appointment.

Where appointment time is lost because of a customer’s late arrival, a partial refund will not normally be provided for that lost time.

If you arrive too late for us reasonably to provide the booked session, we will discuss the available options with you and apply this policy fairly.

10. If GloSmilz Changes Or Cancels Your Appointment

Very occasionally, circumstances may require GloSmilz to change or cancel an appointment.

Where possible, we will offer you a suitable alternative appointment.

If GloSmilz cancels your appointment, including where pre-appointment suitability screening indicates that the session should not proceed, any amount already paid for that appointment will be refunded in full unless you and GloSmilz agree to rearrange the appointment instead.

11. Products Purchased Online

For eligible products purchased online or through another distance-selling method, you normally have the right to tell us that you wish to cancel your purchase within 14 days of receiving the goods.

After notifying us that you wish to cancel, you will normally have a further 14 days to return the goods.

Please contact us before returning an item so that we can provide the appropriate return information.

Unless the product is faulty, damaged, incorrectly supplied or not as described, you will normally be responsible for the direct cost of returning it.

Where the statutory cancellation right applies, any applicable standard outward delivery charge will also be refunded.

12. Products Purchased At The GloSmilz Studio

Where a product is purchased directly at the GloSmilz studio, there is normally no automatic statutory right to return it simply because you have changed your mind.

However, please contact us if you have a problem or concern and we will always try to deal with reasonable requests fairly.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

13. Sealed Health And Hygiene Products

Some GloSmilz products contain items intended for use in or around the mouth and may be supplied sealed for health and hygiene purposes.

Where permitted by consumer law, the change-of-mind cancellation right applicable to an online or distance purchase may cease once a genuine health or hygiene seal has been broken after delivery.

Please therefore check your order carefully before opening any sealed health or hygiene components.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Where a statutory cancellation or refund right applies, refunds will be processed within the period required by applicable consumer law.

14. Faulty, Damaged Or Incorrect Products

If a product arrives faulty, damaged, incorrectly supplied or not as described, please contact GloSmilz as soon as reasonably possible.

Please provide your order details and, where helpful, photographs of the item or packaging.

Your statutory rights relating to faulty or misdescribed goods remain unaffected.

15. Refund Processing

Where a refund is due, GloSmilz will normally return it using the same payment method used for the original purchase wherever reasonably possible.

Payments made electronically will normally be refunded electronically.

Payments made in cash will normally be refunded in cash.

Where the original payment method cannot reasonably be used, GloSmilz and the customer may agree an appropriate alternative refund method.

Electronic refunds may take additional time to appear in your account after they have been processed, depending on your bank or payment provider.

16. Contact GloSmilz

For appointment changes, cancellations, returns, refunds or other related enquiries, please contact:

GloSmilz
25 Miles Street
Llanelli SA15 3DU

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