Refund policy
RETURN & REFUND POLICY
14-day return period
You have 14 calendar days from receiving your item to notify us that you wish to return it. We do not offer an extended voluntary return period. This deadline does not limit your statutory rights regarding defective or non-conforming products.
To request a return, contact glowmod@use.startmail.com with your order number or another valid proof of purchase and identify the items you wish to return.
Return address: [INSERT FULL RETURN ADDRESS, INCLUDING COUNTRY]
Return shipping costs
Customers are responsible for the direct cost of return shipping for change-of-mind returns. We do not provide free return shipping for these returns.
If an item is defective, damaged upon arrival, or incorrect, we will cover the necessary return costs where required by applicable law.
Return conditions
Please return all included accessories and components, package the item securely, and use the original packaging where possible. We recommend tracked shipping and keeping proof of dispatch.
Where statutory withdrawal rights apply, opening ordinary packaging does not automatically prevent a return. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the product’s nature, characteristics, and functioning.
Hygiene seals
Where permitted by applicable law, products supplied with a hygiene seal cannot be returned for a change of mind after that seal has been broken if they are genuinely unsuitable for return for health or hygiene reasons.
This exception applies only to qualifying products, not automatically to all beauty products. Opening the outer shipping packaging does not trigger this exception. Rights concerning defective or non-conforming goods remain unaffected.
European Union right of withdrawal
Where EU withdrawal rights apply, you may withdraw from your purchase within 14 calendar days of delivery without giving a reason.
Notify us by email or another clear statement before the deadline. Prior approval is not required. You must send the goods back within 14 calendar days after notifying us of your withdrawal.
You bear the direct return shipping costs, provided this information was disclosed before purchase.
Damaged, defective, or incorrect items
Contact glowmod@use.startmail.com when you discover a problem. Please provide your order details, a description of the issue, and photographs where reasonably possible.
We will assess the issue and provide the remedy required by applicable law. The change-of-mind return deadline and hygiene exclusions do not remove your statutory rights concerning faulty goods.
Refunds
For a valid statutory withdrawal, we will refund you within 14 calendar days of receiving your withdrawal notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever occurs first.
Refunds will be issued to your original payment method unless otherwise expressly agreed, without refund fees.
For a full-order withdrawal, the refund includes the least expensive standard delivery option we offered. Additional charges for express or upgraded delivery are not refundable. Any lawful deduction for diminished value will be explained.
Exchanges
We do not offer direct exchanges. To obtain another item, request an eligible return and place a separate order.
Your statutory rights
Nothing in this policy excludes or limits mandatory consumer rights under applicable law.
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