This policy applies to purchases made from GlassGlow.
Right of withdrawal
If you purchase as a consumer and European Union or European Economic Area consumer law applies to you, you generally have 14 calendar days from receipt of the product to notify us that you wish to withdraw from the purchase, without having to give a reason, subject to the exceptions provided by applicable law.
To exercise this right, email soporte@glassglowstore.com, stating your order number and an unequivocal declaration that you wish to withdraw. We will provide return instructions. Do not send products to an address that we have not previously confirmed to you.
During the withdrawal period, you may handle the product only to the extent necessary to establish its nature, characteristics, and functioning. Where permitted by law, the refund may be reduced if the product has lost value due to handling beyond what is necessary.
Return costs
For returns due to change of mind or withdrawal, the direct return costs are borne by the customer unless we expressly state otherwise or applicable law provides otherwise. If the product received is incorrect, arrives damaged, or has a lack of conformity attributable to the seller, we will bear the reasonable return costs that apply.
Refunds
Where a withdrawal applies, we will refund the amounts required by law, including, where applicable, the standard delivery costs of the original purchase, using the same payment method unless otherwise agreed. The refund will be made within the applicable legal period from the date you inform us of your decision. Where permitted by law, we may withhold the refund until we have received the goods or until you provide sufficient proof that they have been returned, whichever occurs first.
Any additional time for the credit to appear may depend on your bank or payment provider.
Damaged, incorrect, or non-conforming product
If you receive a damaged, incorrect, or non-conforming product, contact us as soon as reasonably possible. We may request photographs or other information necessary to assess the issue, without limiting your statutory consumer rights.
Exceptions
The right of withdrawal may not apply in cases excluded by law, where relevant to the product purchased.