Refund policy

We understand that sometimes things may not work out as expected. No worries! We're here to make it easy for you. Our hassle-free return policy gives you a generous window of 30 days from the date of receiving your item to request a return. Your satisfaction is our priority!

At Glowsfy, we take great care to ensure that all our items leave the warehouse with impeccable packaging. However, we understand that occasionally damages can occur during the delivery process. Therefore, it is ABSOLUTELY ESSENTIAL that if you notice any external damage upon receiving the package, you make a note of it on the delivery receipt, indicating, for example, "PACKAGE VISIBLY DAMAGED". 

We care about the environment and want to highlight the impact that transportation, especially unnecessary returns, has on this issue. It is important to be aware of the environmental costs associated with shipping and strive to minimize them.

We kindly request that you inform us of this incident within 24 hours of receiving the order, attaching photographs of the delivery receipt and the package as you received it. This will allow us to initiate a claim with the courier's insurance. Once the issue is resolved, we will promptly send you a new product and arrange for the return of the damaged item.

At Glowsfy, we strive to ensure a seamless shopping experience from the moment you place an order until the product is in your hands. We greatly appreciate your cooperation in this process, and we are dedicated to resolving any issues that may arise.

To start a return, please contact us at support@glowsfy.eu. Our customer support team will assist you in the process.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

Once your return is approved, we will provide you with a return shipping label and instructions on how and where to send your package. Please ensure that you request a return and follow the instructions provided. Returns sent back to us without prior authorization will not be accepted.

Damages and Issues: Please inspect your order upon delivery. If the item is defective, damaged, or if you receive the wrong item, contact us immediately. We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items: Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please get in touch with us.

Please note that sale items and gift cards are not eligible for return.

During special promotions or clearance sales, it's important to note that sale items and gift cards are generally not eligible for return. Therefore, restrictions may apply to returning items purchased during such events.

We understand that there are specific regulations regarding the return of cosmetic products. According to European legislation, these types of products are exempt from the right of return. This regulation recognizes the particular nature of cosmetic products and protects consumer safety.

We would like to explain why it is not possible to return a skincare cream or any other cosmetic item once it has been unsealed. The main reason is our concern for the safety and hygiene of our customers. Cosmetic products have a personal and intimate nature, and their integrity and safety are maintained only when they remain sealed and intact. When a skincare cream or other cosmetic item is unsealed, we lose the guarantee that the product has not been used or tampered with. This can compromise the quality, hygiene, and safety of the product for other customers.

As a company committed to the quality of our products and the satisfaction of our customers, we ensure that all cosmetic products leave our warehouse in perfect condition and with the seal of integrity intact. This guarantees their freshness, effectiveness, and safety.

We understand that this policy of not accepting returns for unsealed cosmetic products may cause some inconvenience. However, this policy is established to prioritize the safety and satisfaction of our customers. We are here to address any questions you may have about our products and provide support to help you make the best purchasing decision.

If you have any specific concerns or questions about a cosmetic product, we encourage you to contact our customer service. We will be happy to assist you and provide you with more information about our return policies and the features of our cosmetic products.

European Union 14-day Cooling Off Period: If the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing any justification. The item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase. 

Please note that after 14 days, no returned products will be refunded by Glowsfy if they do not present anomalies or if the return description is not accurate. In this case, you will be notified and have 7 days to confirm whether you want the merchandise returned to your, bearing the shipping costs. If no confirmation or payment is received within this period, the merchandise will be destroyed at a recycling plant, with no possibility of subsequent claims to Glowsfy.

 

Returns and Changes Policy:

What happens if, after placing an order, I discover that something needs to be changed?
If the order has not yet gone out, it can be modified if there are changes to the shipping or billing addresses. In this case, it is important that you contact us via the email address support@glowsfy.eu to inform us of the situation. We will do our best to process the changes. For other cases, such as product changes or other modifications, the best solution will be to cancel the order and make a new one. Glowsfy will refund the canceled order after a few days.

What happens if my order cannot be delivered?
In the event that the order cannot be delivered to you and it is returned to our warehouse, payment for this return will be processed. You will have to cover the transport costs caused by the shipment and the return to the warehouse. The refund of the order will be made after deducting the costs of shipping and return. Please note that this process can take up to 4 weeks.

Exchange and Refund Policy:

What if I receive the wrong product?
If you receive a product sent by mistake, you can request to exchange it. Glowsfy will bear the reshipping costs in this case. We will ask you to notify us of the error within 48 hours of receiving the package, and make the return, unless we decide to refund the value of the product.

Return costs
In general, return costs will be borne by the customer. However, Glowsfy will bear the return costs if you receive a defective product or if the product does not conform to what was ordered.

Return Process:

Return Preparation:
To prepare a return, the package must be in optimal condition. You must place all defective products inside one or more large cardboard boxes. It is important that the original boxes of the products arrive without stickers or deterioration for the return. Therefore, it is necessary to reinforce them with additional cardboard boxes and seal them properly.

When are the refunds refunded?
Once the goods have been received in our warehouses and their condition verified, the amount will be refunded according to the original payment method, unless cash payment has been used, in which case it will be done by bank transfer. Please note that the refund process may take several weeks as the goods received must be reviewed.

In which cases will Glowsfy not return 100% of the product value?
If a product shows clear symptoms of misuse, unjustified wear or arrives in an unhealthy state, 100% of the value of the product will not be returned. In addition, if the products do not have the original box or if it is damaged or has transport stickers, 50% of the value of the product will be discounted. If there is a lack of parts or accessories or if the description of the breakdown does not match the reality, no refund will be made.

Technical Service and Warranty:

Guarantee - Technical service after 15 days from the receipt of the order.
Items have a two-year warranty provided by the manufacturer from the date of delivery, except for perishable or health and hygiene related products. The warranty does not cover defects caused by neglect, knocks, improper use or handling, improper tension, improper installation or normal wear and tear of materials. In the event that there is a justified incident to make use of the guarantee, you may opt for repair, replacement, discount or reimbursement according to what is legally established.

How to use the guarantee?
To make use of the warranty, you must notify us through the Contact Area, indicating the Glowsfy order number, the description of the product and the problem it presents, and attaching photographs in case of visible damage. Each case will be dealt with individually and you will be provided with the address of the manufacturer's Technical Assistance Service (SAT) in your country or the address to which you should send the product and accessories (with shipping costs paid). A copy of the purchase invoice, the technical support letter provided, and a detailed description of the problem encountered must be included.

Please note that Glowsfy works with products from different parts of the world, so manufacturers and SATs may be located on different continents. In some cases, it will not be possible to provide a SAT service directly. The repair period will depend on the official SAT if available.

Thank you for your understanding. If you have any further questions or concerns, please don't hesitate to reach out to us, our team is here to assist you. Contact us at support@glowsfy.eu, and we will do our best to provide you with the best assistance. We're here to assist you

If you have common questions about returns and refunds, we recommend visiting our Frequently Asked Questions (FAQ) page. There you will find helpful information and answers to common inquiries regarding our return and refund policies. To access our FAQ page, please click here. Frequently Asked Questions