Refund and Returns
At Glowholic, we want you to be satisfied with our products. Below you will find our applicable terms regarding withdrawal, returns, defects, and voluntary guarantee services. Your statutory consumer rights remain unaffected in all cases.
This policy distinguishes between orders with delivery addresses in Germany and Austria and orders with delivery addresses in Switzerland.
A. Statutory Right of Withdrawal – Germany & Austria
If you are a consumer in Germany or Austria, you have the legal right to withdraw from your order within 14 days without giving any reason.
The withdrawal period is 14 days from receipt of the goods.
To exercise your right of withdrawal, a clear notification by email is sufficient:
support@glowholic.ch
In the event of a valid withdrawal, we will refund all payments including standard delivery costs. The customer bears the direct costs of returning the goods.
The refund will be made using the same payment method as the original transaction.
We may refuse the refund until we have received the goods or proof of return has been provided.
Compensation may be required if the goods have been used beyond normal inspection.
B. Exclusion / Expiry of the Right of Withdrawal (DE/AT)
The right of withdrawal expires for sealed goods that are not suitable for return for reasons of health protection or hygiene if the seal has been removed.
This applies in particular to:
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sealed cosmetic products
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sealed microneedling and infusion systems
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sealed serums
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other sealed products that come into contact with the skin
Individually manufactured or personalized products are also excluded.
C. Orders with Delivery Address Switzerland
For delivery addresses in Switzerland, there is no statutory right of withdrawal for online purchases.
Returns or refunds are only possible in the case of a proven defect or incorrect delivery. Defects must be reported within 7 days. Photo or video evidence is required.
Opened, used, or unsealed products are excluded from return.
Goodwill decisions are made voluntarily and without legal entitlement.
D. Damaged or Incorrect Delivery (All Countries)
Please check your order immediately upon receipt.
In case of damaged or incorrect goods, contact us within 7 days by email with photo or video evidence. After review, we will provide a replacement or refund. In confirmed cases, we will cover the return shipping costs.
E. Voluntary 90-Day Money-Back Guarantee
In addition to the statutory right of withdrawal, we offer a voluntary 90-day money-back guarantee on selected cosmetic products.
This guarantee is a voluntary service without legal entitlement.
Requirements:
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request within 90 days after delivery
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only for selected cosmetic products
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not valid for sets, bundles, multipacks
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not valid for free products and promotional items
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only once per customer and product
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only for the first order of this product
For a refund under this guarantee, the items must be returned in their original packaging, unopened and unused, and in full.
We may request a justification as well as photo or video evidence.
The customer bears the return shipping costs. Original shipping costs are not refunded under this voluntary guarantee.
In cases of misuse, we reserve the right to reject requests.
F. Return Process
Please contact our customer service before any return at:
Returns must be registered and approved in advance. Returns sent without prior agreement may be refused.
We recommend returns with tracking. Shipping risk lies with the sender.
G. Refunds
Refunds are made using the original payment method.
After receipt and inspection, processing usually takes 5–7 business days. Payment providers may require additional processing time.
Please note that the following address is not a return address:
Flurstrasse 30
8048 Zurich
Switzerland
Contact Information:
If you have any questions or concerns regarding our return, withdrawal, and refund policy, please contact our customer service team. We are here to help you.
Disclaimer:
Glowholic reserves the right to update or modify this return, withdrawal, and refund policy for future orders.
The current version is always available on our website.
