Returns, processing, and complaints policy

-> 7 business days for orders of 11 to 100 items

-> 12 business days for orders of more than 100 items.

Return and Withdrawal Policy

Last updated: [date]

This return policy applies to purchases made on Glow-and-Glam.fr by individual consumers. It does not deprive the customer of applicable legal rights, particularly the legal guarantee of conformity and the guarantee against hidden defects provided by French law.

1. Right of Withdrawal

In accordance with the rules applicable to distance contracts, the customer has a period of fourteen (14) days to exercise their right of withdrawal without having to provide a reason. For the sale of goods, this period runs from the receipt of the product by the customer or by a third party designated by them, other than the carrier.

To exercise this right, the customer must notify their decision by an unambiguous statement, for example by email or postal mail, to the following contact details: [company name], [postal address], [email address], [phone number if desired]. The customer may use the standard withdrawal form provided below, although this is not mandatory.

2. Product Returns

After notifying their withdrawal, the customer must return the product(s) without undue delay and no later than fourteen (14) days following the communication of their decision. Products must be returned to the following address: [return address].

The customer may handle the product only to the extent necessary to verify its nature, characteristics, and proper functioning. In case of handling beyond what is necessary, their liability may be engaged in case of depreciation of the good, provided they were duly informed of their right of withdrawal.

3. Return Shipping Costs

The direct costs of returning the products remain the responsibility of the customer, unless otherwise expressly stated on the website or by specific agreement with Glow-and-Glam.fr. If these costs are not clearly communicated to the customer before purchase, they cannot be charged to them.

4. Refund

In the event of a valid exercise of the right of withdrawal, Glow-and-Glam.fr will refund all sums paid, including the initial standard delivery costs, no later than fourteen (14) days following the date on which Glow-and-Glam.fr is informed of the customer's decision to withdraw. The refund will be made via the same payment method as that used during the order, unless the customer expressly agrees to another refund method without additional charges.

For sales of goods, Glow-and-Glam.fr may defer the refund until the returned product is recovered or until proof of shipment of the product is received, the date taken being the earlier of these events. Additional costs related to a delivery method more expensive than the standard method offered during the order will not be refunded.

5. Exceptions to the Right of Withdrawal

In accordance with the law, the right of withdrawal cannot be exercised in certain cases, notably for: goods made to the customer's specifications or clearly personalized; goods liable to deteriorate or expire rapidly; goods unsealed after delivery and which cannot be returned for reasons of hygiene or health protection; as well as certain digital content or services already fully executed under the conditions provided by law.

For a cosmetics and care shop, this means in practice that sealed products that have been opened or unsealed after delivery, when they can no longer be resold for hygiene or health protection reasons, do not benefit from the right of withdrawal.

6. Damaged, Defective or Non-Compliant Products

This return policy does not limit the customer's legal rights in case of a damaged, defective or non-compliant product. Under French law, the professional seller must deliver goods that conform to the contract and is liable for any lack of conformity appearing within a period of two years from the delivery of the goods. The customer can then request the product to be brought into conformity and, depending on the situation, its replacement, refund, or a price reduction.

In case of an order error attributable to Glow-and-Glam.fr, a defective product upon receipt, or non-conformity, the customer is invited to contact customer service at [SAV email address] as soon as possible, attaching photographs of the product and package if possible. In this case, the costs related to processing the legal return should not be borne by the consumer.