Returns & Refunds Policy

At Glow Collective, we are committed to your satisfaction and to full compliance with your rights under Cyprus and European Union consumer law — specifically the Cyprus Consumer Rights Law of 2013 (which transposes EU Directive 2011/83/EU) and the EU Sale of Goods Directive (2019/771/EU).

This policy explains your rights as a consumer, what you can return, how to do so, and what to expect from us.

Under the Cyprus Consumer Rights Law of 2013, as an online shopper you have the right to withdraw from your purchase within 14 calendar days from the date you (or someone you designate) receive your order, without giving any reason.

How to exercise your right

You must notify us of your decision before the 14-day period expires by:

• Email: info@glowcollective.eu
• Our contact form on the website
• Using the model withdrawal form (see Section 8)

A clear written statement of your decision is sufficient — no specific form required.

Returning the goods

Once you have notified us, you must return the goods without undue delay, and no later than 14 days after informing us of your withdrawal.

Return shipping costs are your responsibility, unless we failed to inform you of this obligation before purchase. We recommend a tracked delivery service — we cannot process a refund for items lost in transit.

Under Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

Because Glow Collective sells skincare, cosmetic and personal care products — which fall within this exception:

• Unsealed products cannot be returned under the 14-day withdrawal right. Once the packaging seal is broken or removed, the product cannot be accepted for change-of-mind returns.
• Sealed, unopened products in their original condition and packaging can be returned within the 14-day window.

We strongly encourage you to check the product description and ingredient list before opening your order.

This right is entirely separate from the 14-day withdrawal right and applies regardless of whether a product has been opened.

Under EU law (Sale of Goods Directive 2019/771/EU) and Cypriot law, you have a minimum 2-year legal guarantee from delivery. A product is non-conforming if it:

• Is faulty or damaged upon arrival
• Does not match the description on our website
• Does not function as reasonably expected
• Was incorrectly sent (wrong product or variant)

Your remedies

• Replacement with the same product
• Full refund if replacement is unavailable
• Partial refund (price reduction) in appropriate cases

Return shipping is our responsibility for faulty or incorrect items — we will provide a prepaid label or reimburse your postage.

Burden of proof

• First year: any defect is presumed to have existed at delivery.
• Year two: you may need to demonstrate the defect existed at delivery.

Contact us at:

• 📧 info@glowcollective.eu
• 🌐 Contact form on our website

Please include:

• Your order number
• Your name and delivery address
• The product(s) you wish to return
• Reason (change of mind / faulty / incorrect item)
• For faulty items: a brief description and, if possible, a photograph

We will respond within 3 business days with instructions.

• Approved refunds are issued within 14 calendar days of us receiving the goods, or receiving proof of return (whichever is earlier).
• Refunds are made using the same payment method as the original purchase, unless you agree otherwise.
• Your refund includes the full product price plus our standard delivery cost. Premium/express delivery upgrades are not refunded.
• Partial returns are refunded delivery on a proportional basis.
• We may withhold the refund until we receive the goods back, or you provide evidence of return.
• We may deduct for any diminished value from handling beyond what is necessary to establish the nature and functioning of the goods.

The following cannot be returned under the 14-day withdrawal right:

• Opened or unsealed cosmetic and skincare products (health & hygiene exception)
• Products used beyond reasonable inspection
• Products not in their original condition or with damaged/missing packaging

These exclusions apply only to change-of-mind withdrawal. If a product is faulty, damaged, or incorrectly sent, your 2-year legal guarantee applies regardless.

You may (but are not required to) use the following form. Simply copy and email it to us:

To: Glow Collective — info@glowcollective.eu

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

Ordered on / Received on: ___________
Order number: ___________
Name of consumer(s): ___________
Address of consumer(s): ___________
Signature (if sent on paper): ___________
Date: ___________

If you are not satisfied with our response, you have several options:

• Consumer Protection Service (CPS), Cyprus — mcit.gov.cy/cps
• European Consumer Centre Cyprus — eccyprus.org.cy
• EU Online Dispute Resolution (ODR) Platform — ec.europa.eu/consumers/odr
• Consumer Protection Court (Cyprus) — you retain the right to pursue legal remedies through the courts.

Nothing in this policy limits or excludes any rights you have under applicable Cyprus or EU consumer law. This policy is governed by Cyprus law and complies with the Cyprus Consumer Rights Law of 2013, EU Directive 2011/83/EU and EU Directive 2019/771/EU.