Return & Refund Policy

1. Your 14-day right of withdrawal

As a consumer you have 14 days from the day you receive your order to tell us that you wish to withdraw from the purchase. Send your order number to info@glowdame.com within that period. This right is subject to section 2 below.

2. Hygiene seal - opened or used products cannot be returned

The Glow Dame LED Mask is a personal-care device worn in direct contact with the skin of the face and around the eyes. It is supplied sealed for health and hygiene reasons. Under the Swedish Distance and Off-Premises Contracts Act (2005:59) and Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are unsuitable for return for reasons of health protection or hygiene where the seal has been broken after delivery.

In practice this means that once the hygiene seal is broken, or the mask has been worn, switched on or otherwise used, it can no longer be returned or exchanged because you have changed your mind. If you think you may want to return your order, please check the outer packaging and contents but leave the hygiene seal intact.

This section does not affect your rights where a product is faulty, damaged, incorrect or incomplete. Those are covered in section 5.

3. Condition of returned items

To be accepted, a return must be unused, with the hygiene seal unbroken, complete with all accessories and documentation, and in its original packaging.

4. How to make a return

Contact us at info@glowdame.com within 14 days of delivery, quoting your order number and the reason for the return. We will confirm whether your return is eligible and send you a return authorisation, the correct return address and a prepaid return label.

For change-of-mind returns a flat return shipping fee of 149 SEK is deducted from your refund. Where an item is faulty, damaged, incorrect or incomplete, we cover return shipping in full and no fee is deducted.

Please do not send anything back before you have received a return authorisation from us. Returns sent to an unauthorised address cannot be tracked, credited or recovered. Once authorised, please post the item within 14 days.

5. Faulty, damaged, incorrect or missing items

Please inspect your order on arrival. If your parcel shows transport damage, or the item is damaged, incorrect, incomplete or not working, contact us within 48 hours of delivery and include clear photographs of the product, the shipping box and the shipping label. Video is helpful for anything that photographs poorly. Please keep all packaging until the matter is resolved, as we may need it to document the claim with our fulfilment partner.

Your statutory right to complain about a fault applies for three years from delivery under the Swedish Consumer Sales Act (2022:260). Notify us within a reasonable time after discovering the fault; notice given within two months is always considered reasonable. Where a product is faulty we will arrange a repair, a replacement or a refund at no cost to you.

6. Refunds

Approved refunds are processed within 14 days of us receiving the returned item, or of you providing proof that it has been sent, whichever is earlier. Refunds are issued to the original payment method. Where you withdraw from the whole order, we also refund the standard delivery charge you originally paid.

7. Cancelling before dispatch

You may cancel an item free of charge at any time before it has been fulfilled. Orders are normally released to our fulfilment partner within 1 to 3 business days, so please contact us as soon as possible.

8. Delivery problems

Orders are shipped from our fulfilment partner's warehouse and typically arrive within 8 to 12 business days after dispatch. If your order has not arrived within a reasonable time, contact us and we will investigate with the carrier. Where tracking shows an item as delivered but you have not received it, we may need a written statement from your local post office or delivery point before the carrier will accept a claim.

9. Refused or uncollected parcels

If you wish to cancel or return an order, please contact us rather than refusing the parcel or leaving it uncollected. Parcels that are refused or not collected within the carrier's holding period are frequently destroyed or lost rather than returned to us, which makes them difficult to trace and delays any refund you are entitled to.

10. Exchanges

We do not offer direct exchanges. If your return is eligible, we will refund you and you are welcome to place a new order.

11. If you are not satisfied

If we cannot resolve a complaint, you may refer the matter to the Swedish National Board for Consumer Disputes (Allmanna reklamationsnamnden, ARN), Box 174, 101 23 Stockholm, www.arn.se, or use the European Commission's online dispute resolution platform. We follow ARN's recommendations.