Return Policy

1. Overview

At Glowwashglow, we want you to be completely satisfied with your purchase of Vitanelis products. This Return Policy explains your rights and our procedures for returns, exchanges, and refunds.

This policy complies with EU consumer protection laws, including the Consumer Rights Directive (2011/83/EU), and with Austrian law, in particular the Fern- und Auswärtsgeschäfte-Gesetz (FAGG – Federal Act on Distance and Off-Premises Contracts) and the Konsumentenschutzgesetz (KSchG – Consumer Protection Act).

2. Statutory Right of Withdrawal

As a consumer in the European Union and Austria, you have the right to withdraw from your purchase within 14 days without giving any reason. This right is set out in the FAGG (Fern- und Auswärtsgeschäfte-Gesetz) and cannot be contractually excluded.

2.1 Withdrawal Period

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. If you have ordered multiple goods in one order which are delivered separately, the period runs from the day on which you (or a third party nominated by you) take physical possession of the last item. If we have not provided you with the legally required information on the right of withdrawal in due form, the withdrawal period expires 12 months and 14 days from the end of the original 14-day period (FAGG § 11).

2.2 How to Exercise Your Right

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can do this by:

• Email: callback@glowwashglow.world
• Post: Siedlungsstraße 1, 3314 Strengberg, Austria

You may use the model withdrawal form below, but it is not obligatory.

2.3 Model Withdrawal Form

3. Our Extended Return Policy

In addition to your statutory rights, we offer an extended 30-day return policy for unopened products:

3.1 Eligibility

• Products must be returned within 30 days of delivery
• Products must be in original, unopened packaging
• Seals must be intact
• Products must not be damaged

3.2 Non-Returnable Items

For health and safety reasons, we cannot accept returns of:

• Opened dietary supplements
• Products with broken seals
• Products that have been tampered with
• Products damaged by the customer

4. Return Process

4.1 Initiating a Return

1. Contact us at callback@glowwashglow.world with your order number
2. Explain the reason for your return
3. We will provide return instructions and authorization
4. Ship the product back to us at the address provided

4.2 Return Shipping

For statutory withdrawals: You will bear the direct cost of returning the goods.

For defective products: We will cover return shipping costs.

We recommend using a trackable shipping method and keeping proof of postage.

4.3 Return Address

5. Refunds

5.1 Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 14 days to the original payment method.

5.2 Refund Amount

For statutory withdrawals, we will reimburse:

• The full price of the product
• Standard delivery costs (if you chose expedited delivery, we will only refund standard delivery costs)

5.3 Deductions

We may make a deduction from the refund for any loss in value of the goods if the loss resulted from unnecessary handling by you.

6. Damaged or Defective Products

6.1 Damaged During Shipping

If your order arrives damaged:

• Document the damage with photos
• Contact us within 48 hours of delivery
• Keep all original packaging
• We will arrange a replacement or refund at no cost to you

6.2 Defective Products

If you receive a defective product:

• Contact us immediately
• Describe the defect and provide photos if possible
• We will provide instructions for return
• You are entitled to a replacement or full refund

7. Exchanges

If you wish to exchange a product for a different one:

• Return the original product following our return process
• Place a new order for the desired product
• We will refund the original order once received

8. Legal Warranty

Under EU and Austrian law (e.g. ABGB, Consumer Sales Directive), you have a legal warranty of conformity for goods. If a product is defective or does not conform to what was agreed:

• You have 2 years from delivery to claim under the legal warranty
• For defects appearing within 1 year, it is presumed they existed at delivery
• You are entitled to repair, replacement, price reduction, or refund

9. Your Consumer Rights

This Return Policy does not affect your statutory rights under EU and Austrian consumer protection laws, including the FAGG and KSchG. Mandatory consumer rights always take precedence. You may have additional rights depending on your country of residence within the EU.

10. Processing Times

• Return authorization: 1-2 business days
• Refund processing after receipt: Up to 14 days
• Bank processing: 3-5 business days (varies by bank)

11. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

• Check your bank account again
• Contact your credit card company (processing may take time)
• Contact your bank
• If you've done all this and still haven't received your refund, contact us

12. Contact Us

For any questions about returns or refunds, please contact our customer service team:

13. Updates to This Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Your statutory rights remain unaffected by any policy changes.