Refund policy

At Glowa we want you to be happy with your purchase. If you are not, you have 30 days from the day you receive your order to request a return.

Conditions

The product must be unopened, with its seal intact, and in its original packaging. You will also need your proof of purchase or order number.

For health and hygiene reasons, we cannot accept returns of cosmetic products that have been opened or unsealed after delivery, unless they arrive damaged or defective.

How to request a return

Write to us through our contact form with your order number and the reason for the return. If the return is accepted, we will send you instructions and the address to ship the package to. Packages returned without a prior request are not accepted.

Return shipping costs

Return shipping costs are paid by the customer. If the product arrives damaged, defective or is not what you ordered, we cover all costs.

Damaged or defective products

Please check your order as soon as you receive it. If the product arrives damaged, defective or is not what you ordered, write to us as soon as possible (with a photo, if you can) so we can review it and make it right.

Exceptions

Gift cards and sale items cannot be returned, unless they arrive damaged or defective, and without affecting your right of withdrawal where it applies (see below).

Exchanges

The fastest way to exchange a product is to return the one you have and, once the return is accepted, place a new order.

Right of withdrawal in the European Union (14 days)

In addition to the above, if your order is shipped within the European Union, you have the right to withdraw from the purchase within 14 calendar days of receiving it, for any reason and without justification. The product must be returned in the same condition described above, together with proof of purchase. This right does not apply to sealed goods that have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons. The direct costs of returning the product are paid by the customer.

Legal warranty

If you buy as a consumer in Spain or elsewhere in the European Union, you are also covered by the legal guarantee of conformity: if the product has a defect that already existed at the time of delivery, you may request its repair or replacement (or, if that is not possible, a price reduction or a refund) within 3 years of delivery. To use it, write to us through our contact form.

Model withdrawal form

If you wish to withdraw from your purchase, you may write to us in your own words or use this model form (it is not mandatory):

To Glowa:

I hereby give notice that I withdraw from my contract of sale of the following goods:

— Order no.: ____________________
— Ordered on / received on: ____________________
— Name of consumer: ____________________
— Address of consumer: ____________________
— Signature (only if this form is submitted on paper)
— Date: ____________________

Refunds

We will let you know once we have received and inspected your return, and tell you whether the refund has been approved. If so, you will automatically be refunded to your original payment method within 10 business days. Please note that your bank may take a little longer to post it.

If more than 15 business days have passed since we approved your return, write to us through our contact form.