Last updated: 1 August 2026

This Policy explains the circumstances in which an Order may be cancelled or Products may be returned, as well as when a refund, replacement, reshipment, exchange, price reduction or store credit may be available.

Please review this Policy before placing an Order, together with our Terms and Conditions and Shipping Policy.

Nothing in this Policy restricts any right or remedy that cannot lawfully be excluded. If mandatory law provides greater protection than this Policy, the mandatory protection will apply.

1. About This Policy

Throughout this Policy, “we”, “us”, “our” and “Company” refer to GLOWFILLS.

Manufacturers, suppliers, fulfilment providers, carriers and payment providers are separate parties whose services or assistance we may use when fulfilling Orders or reviewing Claims.

This Policy applies to purchases made directly through:

• glowfills.com.

• An official invoice or payment request issued by us.

• An authorised representative acting for us.

• Another sales channel expressly operated by GLOWFILLS.

If you purchased from an independent reseller, clinic, marketplace seller or another third party, you should contact the seller from whom you made the purchase. This does not remove any separate Product-safety, recall or mandatory legal obligation that applies to us.

Where this Policy conflicts with another contractual document, the order of priority specified in our Terms and Conditions applies. A general exclusion cannot override an express Delivery guarantee or commitment that shipping includes applicable taxes.

2. Definitions

For purposes of this Policy:

Buyer, you or your: The individual or legal entity purchasing from us. Anyone acting for the purchaser must have authority to do so.

Business Buyer: A Buyer purchasing for purposes related to their trade, business or profession.

Consumer: An individual purchasing outside their trade, business or profession where recognised as a consumer under applicable law.

Products: Goods supplied under the relevant Order, including expressly agreed promotional Products.

Order: Your request to purchase Products from us. Contract formation is governed by our Terms and Conditions.

Dispatch: Physical transfer of Products to a carrier or their entry into onward transportation. Internal preparation, creation of a shipping label or a change in Order status does not by itself establish Dispatch.

Delivery: Physical receipt of Products by you or your designated recipient, subject to applicable legal rules. Carrier information may provide evidence of Delivery but is not necessarily conclusive where physical receipt is genuinely disputed.

Claim: A request relating to cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or another Order-related issue.

Return Authorisation: Written instructions identifying the Products to be returned and the appropriate return destination.

Original Payment Method: The payment channel through which we received the relevant payment.

Business Day: Monday through Friday, excluding public holidays affecting the relevant processing office or financial institution. Statutory deadlines measured in calendar days are unaffected.

A purchase is not automatically considered a business transaction simply because a Product is labelled or described as being for “professional use”. Buyer status depends upon the actual circumstances and applicable law.

3. Main Reporting and Processing Periods

The following periods generally apply unless mandatory law provides a longer or different right:

Situation	Applicable period
Cancellation of a standard Order	Contact us immediately, preferably before Dispatch
Incorrect, missing or visibly damaged Products	Report within 14 calendar days after Delivery
Hidden defect	Report promptly after discovery. Business Buyers should normally report within 14 calendar days after discovery, unless another binding period applies
Voluntary change-of-mind return — eligible general cosmetics and skincare only	Request within 30 calendar days after Delivery. Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products remain excluded, even if unopened
Eligible EU Consumer withdrawal	Generally notify us within 14 calendar days after receipt, as explained in Section 12
Dispatch of an approved voluntary return	Normally within 14 calendar days after Return Authorisation
Claim acknowledgement or initial assessment	Normally within 5–7 Business Days after receiving the Claim
Ordinary approved refund	Normally initiated within 5–10 Business Days after approval, subject to any earlier statutory deadline

Our commercial 14-day reporting periods do not extinguish valid statutory Claims, including Claims involving hidden defects.

Safety concerns should be reported immediately. Claim reviews, investigations and internal approval procedures do not extend mandatory deadlines for refunds or other remedies.

4. Buyer Responsibility for Local Regulations

Before ordering, you must determine whether the particular Products may legally be purchased, imported, possessed and used in the destination country.

You are responsible for obtaining licences, prescriptions, import permits or other permissions that the law requires from you.

The presence of a Product on glowfills.com, availability of a shipping method, successful payment or acceptance of an Order does not constitute confirmation that the Product has local regulatory approval.

If an Order is affected because of missing permissions, inaccurate information or another failure to comply with a requirement applicable to you:

• We will review the reason and relevant evidence.

• Fulfilment may be suspended while the issue is investigated.

• We may cancel the Order if lawful fulfilment cannot be established.

• Reasonable and documented costs directly resulting from your failure may be deducted or recovered only where permitted by law and the Contract.

• Any refund, return or reshipment will be considered in light of the selected shipping service, our express commitments and applicable law.

An all-inclusive shipping service covers only the services and charges expressly included in that service. It does not itself grant permission to import a restricted Product.

Nothing in this section transfers our own legal obligations to you or excludes responsibility for our breach.

5. How to Submit a Claim

Claims may be submitted through:

Email: info@glowfills.com
Phone / WhatsApp: +372 5360 2282

Please provide information relevant to your Claim, which may include:

• Order number and purchaser's name.

• Product name and affected quantity.

• Clear explanation of the problem.

• Delivery date or date the issue was discovered.

• Photographs of the Product, packaging and shipping label.

• Batch or lot number and expiry date, where relevant.

• Relevant payment, carrier or customs correspondence.

• Your preferred resolution.

We will request additional information only where reasonably necessary.

You do not need to wait until every supporting document is available before notifying us. Submit the initial Claim promptly and provide additional evidence as reasonably requested.

If another person submits a Claim on your behalf, we may verify their authority before disclosing information or arranging a refund.

6. Inspection, Evidence and Product Preservation

Inspection After Delivery

Please inspect your shipment promptly for:

• Incorrect or missing Products.

• Quantity discrepancies.

• Leakage, breakage, punctures or crushing.

• Broken seals or evidence of tampering.

• Incorrect batch or expiry information.

• Other concerns affecting Product identity or condition.

Before reporting a small Product as missing, check internal cartons, protective pouches, insulation and other packing materials. Some Orders may also arrive in separate shipments.

Evidence

A continuous unboxing video is strongly recommended, particularly where a Claim concerns a quantity discrepancy, hidden damage or suspected tampering.

However, an unboxing video is not automatically required to qualify for a remedy.

We may also consider photographs, packing records, parcel weights, correspondence and other relevant evidence.

Our records may be reviewed and we may consult suppliers, carriers or qualified specialists where appropriate. No single source of evidence, including a carrier scan or packing video, is automatically conclusive.

Evidence should be genuine and must not be altered in a way that misrepresents the Claim. Irrelevant personal information may be redacted.

Product Preservation and Safety

Keep affected Products and reasonably relevant packaging until we provide instructions or the Claim is resolved.

If you suspect that a Product is damaged, defective, contaminated or otherwise compromised:

• Stop using or distributing it.

• Keep it separate from usable inventory.

• Continue following labelled storage requirements.

• Do not further open, alter, relabel or resell it.

• Contact us for instructions.

Do not delay an urgent safety or legal action while waiting for our approval. If disposal becomes necessary, preserve photographs and other relevant evidence where reasonably safe and practical.

Using a Product before discovering a hidden defect does not automatically invalidate a Claim.

7. Cancellation Before Dispatch

You may request cancellation of a standard Order before Dispatch.

Please provide:

• Order number.

• Purchaser's name.

• Email address associated with the Order.

• A clear statement requesting cancellation.

We will make reasonable efforts to stop fulfilment. A standard commercial cancellation is confirmed once we notify you in writing.

Orders may enter transportation quickly, while tracking information may appear later. If your cancellation cannot be completed because the shipment has already entered onward transportation, we will explain this to you.

If the entire Order is successfully cancelled before Dispatch, we will refund:

• The amount paid for the cancelled Products.

• Taxes collected on those Products.

• Shipping charges relating to the shipment that will no longer take place.

For a partial cancellation, we will refund the cancelled Products and any shipping or other charges that are no longer payable.

A valid statutory withdrawal does not depend upon our approval. Consumer withdrawal rights are addressed separately in Section 12.

8. Cancellation After Dispatch and Special Orders

After Dispatch

Once Products have been Dispatched, ordinary pre-Dispatch cancellation is no longer available.

Any applicable remedy will instead be assessed under provisions concerning:

• Statutory withdrawal.

• Voluntary returns.

• Incorrect, damaged or defective Products.

• Failed Delivery.

• Applicable shipping guarantees.

Refusing a shipment or failing to collect it does not, by itself, constitute a valid cancellation or withdrawal. You should contact us directly and clearly state your decision.

Special and Business Orders

Different cancellation conditions may apply to customised manufacturing, dedicated procurement or another expressly agreed business arrangement.

Any such conditions must be disclosed and agreed before the Buyer commits to the relevant purchase.

Ordinary stock reservation, sourcing standard Products from a supplier, preparing packaging or handling a large Order does not by itself remove a Consumer's statutory withdrawal right.

A statutory exception for personalised or made-to-specification Products applies only where its legal requirements are satisfied.

9. Order Changes and Cancellation by GLOWFILLS

Before Dispatch, you may request changes to Product selection, quantities, recipient information, Delivery address or shipping method.

Whether a change can be made depends upon:

• Stock availability.

• Operational feasibility.

• Regulatory requirements.

• Necessary price or shipping adjustments.

• Written confirmation from us.

If a requested amendment cannot be made, we will explain the available alternatives.

Until a change or cancellation has been confirmed, the original Order remains in effect, subject to statutory rights.

We may decline an Order before acceptance or cancel an accepted Order where permitted by the Contract or applicable law, including where:

• Required payment or eligibility checks cannot be completed.

• Lawful supply cannot be established.

• Fraud or unauthorised payment is reasonably suspected.

• Fulfilment becomes impossible.

• Another valid legal or contractual cancellation ground exists.

A pricing error or general operational preference does not automatically permit us to cancel a binding Contract.

Where we cancel, amounts due for the cancelled Products and services not provided will be refunded. Funds affected by binding legal, banking or regulatory restrictions will be handled according to those restrictions.

10. Incorrect Products, Missing Items and Damage

Incorrect Products

If we supply a Product that materially differs from your accepted Order, notify us promptly and retain the Product for investigation.

Where our error is confirmed, an appropriate remedy will be provided, which may include supplying the correct Product, replacement or refund, subject to applicable rights.

We will cover reasonable and necessary return and replacement shipping costs arising from our confirmed error.

Customer Ordering Errors

Ordering an incorrect Product, strength, variation, pack size or quantity does not constitute a fulfilment error by GLOWFILLS.

Before Dispatch, we will determine whether the Order can be corrected. After Dispatch, any return will be considered under the voluntary-return or statutory-withdrawal provisions.

Missing Products

Check all packaging and any separate-shipment information before reporting an item as missing.

Where a paid Product has been omitted, we will arrange supply of the missing quantity or another appropriate remedy, including a refund where applicable.

You will not be charged additional shipping for correction of a confirmed omission by us.

Promotional Products

A promotional Product expressly included in an accepted Order forms part of our commitment. If it is omitted, we will supply it or agree another appropriate resolution.

A free Product does not automatically carry an independent cash-refund value. Discretionary extras that were never promised are not guaranteed.

Damaged Products

Report damage promptly and avoid using affected Products.

Minor damage to an external shipping carton does not necessarily establish that the Product itself is defective.

Assessment may consider seal integrity, primary packaging, labelling, safety, contractual presentation and intended use.

Where damage is our responsibility, we will provide the applicable remedy and cover reasonable necessary return and replacement shipping costs.

11. Defective Products, Performance Concerns and Recalls

A Product may be considered non-conforming where it:

• Does not correspond with its contractual description.

• Fails to satisfy an agreed specification.

• Has a manufacturing defect.

• Has compromised packaging affecting integrity or safety.

• Has a substantiated authenticity concern.

• Otherwise fails applicable legal conformity requirements.

Hidden defects should be reported promptly after discovery. The initial reporting period for visible damage does not remove valid rights concerning hidden defects.

We may request relevant information concerning storage, handling or use and may obtain an assessment from the manufacturer or an independent technical specialist.

Manufacturer approval is not a prerequisite to exercising rights that you hold against us.

Performance and Treatment Outcomes

An unexpected treatment result does not, by itself, prove that a Product is defective. Equally, it does not prove that the user made an error.

We will assess available evidence, including relevant Product, storage, handling and professional-use information.

A Claim will not be refused solely because the concern arose after use or because the Product needed to be opened before the problem became apparent.

Available Remedies

Depending upon applicable law and the circumstances, remedies may include:

• Replacement.

• Repair, where appropriate for the Product.

• Proportionate price reduction.

• Refund.

• Another agreed and lawful remedy.

Where applicable law establishes a choice or sequence of remedies, that rule applies.

Where required, a remedy must be provided without charge, within a reasonable period and without significant inconvenience.

For qualifying EU Consumer purchases, the legal guarantee is generally at least two years, and national legislation may provide longer protection.

This does not extend a Product's expiry date or guarantee suitability beyond its intended shelf life.

Safety Concerns and Recalls

Suspected safety concerns should be reported promptly.

Do not send identifiable patient information unless necessary and through an agreed secure channel.

We will cooperate with applicable Product-safety investigations and recalls.

Business Buyers must maintain traceability records where required and comply with relevant corrective-action instructions.

12. Statutory Consumer Withdrawal

This section applies where a transaction qualifies for a statutory withdrawal right. It does not make restricted Products available to purchasers who are not legally eligible to receive them.

Eligible EU Distance Purchases

For eligible EU Consumer purchases, you generally have 14 calendar days to notify us that you wish to withdraw from the Contract without giving a reason.

The period normally starts on the day after you or your designated recipient physically receives the Products.

Where several Products ordered together are delivered separately, the applicable period generally begins after receipt of the final item.

You may also notify us of withdrawal before Delivery.

Send a clear withdrawal statement using the contact channels in this Policy. The model form in Appendix A may be used, but it is optional.

Our approval or a Return Authorisation is not required for a valid withdrawal notification.

Returning Products

Unless we arrange collection, return the Products within 14 calendar days after notifying us of withdrawal.

Contact us promptly for the correct return destination and follow reasonable return instructions.

Our administrative procedures must not interfere with the exercise of your statutory right.

You are responsible for direct return costs only where this was properly disclosed before purchase and applicable law permits it. We will bear return costs where required by law or expressly agreed.

Withdrawal Refunds

For a valid withdrawal, amounts legally due will be reimbursed without undue delay and generally within 14 calendar days after receiving your withdrawal notification.

For withdrawal from an entire eligible Order, reimbursement includes the cost of our least expensive standard outbound delivery option.

Additional costs arising from your express selection of a premium shipping service do not need to be refunded where applicable law permits their exclusion.

Unless we have offered to collect the Products, we may withhold reimbursement until we receive them or you provide evidence of return, whichever occurs first.

Refunds will be made using the Original Payment Method unless you expressly agree to another method, and no refund fee will be imposed.

A lawful deduction may be made for diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the Products. Any deduction will be explained and supported.

Exceptions

Withdrawal exceptions apply only where their legal conditions are satisfied.

Examples may include:

• Sealed Products unsuitable for return for health-protection or hygiene reasons after being unsealed following Delivery.

• Products liable to deteriorate or expire rapidly.

• Products manufactured according to the Consumer's specifications or clearly personalised.

Simply describing a Product as professional, medical, injectable or temperature-sensitive does not automatically establish a withdrawal exception.

Different statutory requirements may apply in other jurisdictions. Any applicable mandatory rights remain available.

13. Voluntary 30-Day Returns — General Cosmetics and Skincare

In addition to mandatory rights, GLOWFILLS provides a 30-calendar-day period after Delivery to request a voluntary return of eligible general cosmetics and non-injectable skincare Products.

Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns, even where unopened, unused or sealed.

This voluntary return option covers eligible change-of-mind requests and customer ordering errors. It is separate from statutory withdrawal and remedies for defective Products.

To qualify, a Product must generally be:

• Unopened, unused and unaltered.

• Undamaged and uncontaminated.

• In its original packaging with seals intact.

• Within its expiry period.

• Properly stored following Delivery.

• Eligible for lawful return and resale.

Contact us before returning an eligible Product. Written Return Authorisation is required for voluntary returns.

Unless otherwise agreed, an approved voluntary return should be dispatched within 14 calendar days after authorisation.

The Buyer bears disclosed reasonable costs associated with a voluntary return, including return shipping and applicable customs charges. Optional shipping insurance remains the Buyer's choice.

Original outbound shipping is not refunded for a voluntary change-of-mind return unless we agree otherwise or applicable law requires reimbursement.

Any proposed deduction or return-related cost will be explained. No undisclosed restocking fee will be charged.

14. Products Excluded From Voluntary Returns

Our voluntary return offer applies only to eligible general cosmetics and non-injectable skincare Products.

It does not apply to:

• Botulinum toxin products.

• Dermal fillers.

• Other injectable Products, including injectable skin boosters.

• Sterile professional-use Products.

These Products remain excluded even if unopened, unused or sealed.

Within otherwise eligible general cosmetics and skincare categories, voluntary returns will generally not be accepted for:

• Opened, used, punctured or altered Products.

• Products with broken security seals or compromised sterile barriers.

• Mixed, diluted or reconstituted Products.

• Contaminated or damaged Products.

• Products with altered labels or batch information.

• Products stored outside required conditions after Delivery.

• Personalised or specially manufactured Products.

• Other Products expressly excluded from voluntary returns before purchase.

Temperature-sensitive Products may also be excluded where their storage history and integrity cannot reasonably be verified.

The professional-use Products expressly excluded above do not qualify for voluntary returns.

For otherwise eligible Products, a voluntary return may also be declined where traceability, safety or lawful resale cannot be established.

These exclusions concern voluntary returns only. They do not remove applicable statutory withdrawal rights or remedies for Products that are incorrect, damaged or non-conforming.

15. Shelf Life and Expiry

Unless a different shelf life is disclosed and agreed before purchase, our commercial standard is more than three months of remaining shelf life at Delivery.

This standard does not override:

• A longer shelf life expressly promised.

• Product-specific legal requirements.

• Applicable conformity obligations.

• A particular purpose expressly accepted by us.

If you require a longer shelf life for bulk purchasing, resale or planned use, request confirmation before placing the Order.

Products supplied with less remaining shelf life than our stated standard must be identified and agreed before purchase.

Contact us promptly if you receive:

• An expired Product.

• A Product with less remaining shelf life than agreed.

• Incorrect or misleading expiry information.

A Product expiring after remaining in your possession does not, by itself, create a refund entitlement where it complied with the Contract at Delivery.

16. Return Instructions and Inspection

Return instructions will identify the correct return destination and may specify:

• Products and quantities to be returned.

• Return reference.

• Packaging and storage requirements.

• Relevant documentation.

• Shipping arrangements.

• Applicable Dispatch deadline.

Do not return Products to an office, supplier or warehouse without confirming the appropriate destination.

For statutory rights, obtaining administrative instructions is not a condition of a valid withdrawal notice or Claim.

Package returns appropriately and retain evidence of Dispatch.

Responsibility for loss during return transportation depends upon the return arrangement and applicable law.

For voluntary returns using a carrier independently selected by you, transit risk generally remains with you until the Products reach our designated location.

You are not responsible for damage caused by us after receipt.

We may inspect returned Products for identity, completeness, condition, seal integrity and compliance with applicable return requirements.

Inspection will not be used to delay a refund beyond a statutory deadline.

An otherwise valid statutory remedy will not be refused solely because an administrative reference is missing.

17. Refund Amounts and Deductions

A refund may include:

• Amount actually paid for affected Products.

• Refundable taxes collected by us.

• Shipping or other charges refundable under the Contract or applicable law.

Discounted Products are refunded according to the amount actually paid.

A problem affecting only part of an Order does not automatically justify a refund for unaffected Products.

A broader remedy will be provided where required by law or where the issue materially affects the entire transaction.

Deductions may be made only where justified under the relevant return category and permitted by law.

Where a deduction is made, we will explain:

• The reason.

• The amount.

• Supporting calculation or evidence.

We will not deduct costs caused by our own error or ordinary inspection costs associated with a valid defect return.

A reduced refund will not be imposed in place of another remedy to which you are legally entitled.

18. Refund Methods and Timing

Refunds will normally be made using the Original Payment Method.

If that method is unavailable, we will arrange another lawful method with appropriate verification and agreement.

We may request accurate payment details and evidence that the recipient is entitled to receive the refund.

For ordinary commercial refunds, we normally initiate payment within 5–10 Business Days after approval.

Any earlier legal deadline takes priority.

The statutory withdrawal timetable in Section 12 is not extended by our internal approval, inspection or processing procedures.

Bank processing times may vary. We will provide available payment confirmation and reasonably assist with tracing delayed or returned refunds.

If incorrect banking details prevent payment, we will request corrected information. A failed transfer does not itself extinguish an outstanding refund obligation.

Where a payment involved currency conversion, we will refund the amount due in the original transaction currency where practicable.

Independent exchange-rate fluctuations or bank conversion fees are not ordinarily reimbursed unless required by law or resulting from our error.

19. Replacements, Reshipments and Exchanges

A replacement or reshipment may be offered where lawful, available and appropriate.

Where applicable law gives you a choice of remedy, we will respect that choice subject to lawful limitations.

We will confirm:

• Product and quantity.

• Required return arrangements.

• Expected Dispatch timing.

• Applicable shipping arrangements.

• Any cost allocation permitted under the Contract and applicable law.

We will not charge additional return or replacement shipping to correct our confirmed error.

A replacement must not materially reduce an express Delivery guarantee or tax-inclusive commitment associated with the remedy.

If the agreed replacement cannot be supplied, we will provide the refund or other remedy required by law.

A materially different Product or store credit requires your agreement.

Voluntary exchanges are subject to the same eligibility requirements and exclusions applying to voluntary returns under Sections 13 and 14.

For eligible voluntary exchanges:

• A higher-priced replacement requires payment of the agreed difference.

• A lower-priced replacement results in repayment of the difference, or store credit where you agree.

• Additional shipping costs must be disclosed and agreed before they are incurred.

20. Failed Delivery and Customs-Related Claims

If a parcel is lost, returned, refused by authorities or cannot be delivered, contact us with the relevant tracking information and correspondence.

We will assess:

• Whether Delivery occurred.

• Reason for the Delivery failure.

• Shipping service selected.

• Any express Delivery guarantee.

• Whether either party failed to satisfy an applicable obligation.

• Available carrier, customs and fulfilment evidence.

Where we remain responsible for an undelivered Order, we will provide the remedy required by the Contract and applicable law.

Customer-caused costs may be recovered only where they are justified, documented and legally permitted.

We will not require repeated unsuccessful reshipments where a refund is legally due.

Any proposed reshipment must have a lawful and reasonably viable Delivery route.

Carrier investigations do not suspend mandatory deadlines for providing a remedy.

21. Store Credit

Store credit may be provided where you agree to it or where it is expressly offered as a separate promotional benefit.

We will not impose store credit instead of a monetary refund to which you are legally entitled.

When store credit is issued, we will disclose:

• Its value.

• Where it may be used.

• Any expiry date permitted by law.

• Applicable redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and cannot be exchanged for cash, subject to mandatory rights.

Where an Order was paid partly with store credit and partly with money, any refund will reflect the relevant original funding sources.

The allocation of a partial refund will be explained and will not convert an otherwise monetary refund into additional store credit without your agreement.

22. Duplicate Orders, Payments and Compensation

Contact us promptly if you accidentally submit a duplicate Order.

If the Order has not yet been Dispatched, we will determine whether cancellation remains possible.

A confirmed duplicate payment for the same Order will be refunded unless you expressly agree to another lawful arrangement.

A Buyer cannot receive duplicate compensation for the same loss.

Relevant refunds, replacements, insurance payments or payment reversals may therefore be taken into account when determining any remaining remedy.

If an original parcel is recovered after compensation has already been provided, contact us. Where appropriate, we will arrange return at our expense or agree another reasonable resolution.

We will not require you to withdraw a lawful payment dispute merely as a condition for assessing a Claim.

23. Claim Review and Decisions

We normally acknowledge or begin reviewing a Claim within 5–7 Business Days after receipt.

Complex Claims may require additional investigation. Where this occurs, we will provide reasonable updates and explain material delays.

If information is missing, we may request it and provide a reasonable period for response.

Ordinarily, a Claim may be marked administratively inactive after 14 calendar days without a response.

Administrative closure does not extinguish a valid legal right. Later information will be reassessed where appropriate and within applicable legal periods.

Internal processing targets and investigations do not extend mandatory deadlines.

Only an authorised representative may approve a discretionary refund, replacement, exchange or return arrangement.

An automated acknowledgement does not constitute approval.

This does not make statutory rights dependent upon discretionary approval.

If a Claim is declined or reduced, we will explain the principal reasons.

You may request further review and provide additional supporting evidence.

Suspected dishonesty will be evaluated based on evidence. A disputed or insufficiently documented Claim will not automatically be treated as fraudulent.

24. Changes to This Policy

The version of this Policy made available when you placed your Order governs that Order unless a change is required by law or expressly agreed with you.

Updated versions apply to future transactions and will display a revised publication date.

Updates do not retrospectively remove agreed rights.

This Policy operates together with our Terms and Conditions, Shipping Policy and any expressly agreed Order-specific terms.

25. Contact Us

For questions, Claims, returns or refund enquiries, contact:

GLOWFILLS

Email: info@glowfills.com
Phone / WhatsApp: +372 5360 2282

Please include your Order number where relevant.

Our business address is not automatically the authorised return address. Contact us before returning Products so that we can provide the correct return location.

Appendix A — Model Consumer Withdrawal Template

Complete and send this template only if you wish to withdraw from an eligible Consumer distance Contract. You may instead provide another clear statement communicating your withdrawal.

Email: info@glowfills.com

I/we hereby give notice that I/we withdraw from my/our Contract for the purchase of the following Products:

Order number:
Products:
Order date:
Date received:
Consumer name:
Consumer address:
Consumer email:
Date of this notice:
Signature, only if submitted on paper: