Refund Policy 2

Refund policy

Seller: Patindastore Sagl, Via Delle Scuole 9 6918 Figino, Switzerland — IDE/UID : [À COMPLÉTER]
Contact support: Support@glowleen.com

1. Statutory right of withdrawal (European Union customers)

In accordance with European Directive 2011/83/EU on consumer rights, any customer residing in the European Union has a legal period of 14 calendar days The right of withdrawal can be exercised from the date of receipt of the product, without having to provide a reason. This period is independent of the product's condition when it falls under the hygiene exception described in Article 4 below.

Under this legal right, if you cancel within 14 days, Patindastore Sagl will refund the price of the product as well as the initial standard delivery charges. Return shipping costs remain the responsibility of the customer.

This legal right does not apply to customers residing in Switzerland or outside the EU, for whom only the more generous commercial policy below applies.

2. General commercial policy (all products, all customers)

Beyond — or in the absence of — the above legal right, Patindastore Sagl grants all its customers a commercial refund period of 15 days from the date of receipt of the product, under the following conditions:

  • The product must not have been used and must be returned in its original condition and packaging.
  • The refund request must be announced in advance to customer support at the address Support@glowleen.combefore sending any return shipment.
  • Return costs are the responsibility of the customer.
  • Once the product has been received and its condition verified, the refund will be issued to the original payment method within 14 days.

3. Special case — Glowmoon and Glowlift

Given the technological nature of these devices, Patindastore Sagl grants an extended period of 30 days from the date of receipt, during which time the product can be tested and used normally. Conditions:

  • The refund request must be announced in advance to customer support at the address support@glowleen.com.
  • Return costs are the responsibility of the customer.
  • The product must be returned complete (accessories, cables, packaging) in normal working order, excluding wear and tear from reasonable use during the trial period.

4. Special case — Glowbiome Mask (30-day money-back guarantee)

The Glowbiome mask is a single-use product. A used mask cannot be refunded individually. However, Patindastore Sagl offers a money-back guarantee. 30 days from the date of receipt of the order, under the following conditions:

  • The physical return of all unused masks from the order is mandatory to benefit from this guarantee. Without the physical return of unused masks, no refund will be issued.
  • Unused masks that are returned are refunded at 100% of their purchase price, to the original payment method.
  • In addition, Patindastore Sagl offers a bonus satisfaction refund, up to a limit of 2 masks, conditional upon the return of the corresponding empty sachets as proof of actual use.
  • The number of bonus masks refunded corresponds to the number of empty bags returned, up to a limit of 2. If the customer returns only one empty bag, the bonus is one mask; without an empty bag returned, no bonus is granted.
  • Example: for an order of 10 masks of which 7 are used and 3 are not used, the customer returns the 3 unused masks as well as 2 empty bags, and receives a refund for 5 masks in total (3 unused + 2 bonus).
  • This guarantee is limited to one use per customer (identified by email address) over a rolling 12-month period.
  • The request must be announced in advance to customer support at the address Support@glowleen.combefore sending any return shipment.
  • Return costs are the responsibility of the customer.
  • Refunds are processed within 14 days of receiving and verifying the return.

5. Return Procedure

  1. Contact customer support at Support@glowleen.com by indicating the order number and the reason for the request, before any shipment.
  2. Support confirms eligibility and provides the return address.
  3. The customer ships the product at their own expense, in suitable packaging.
  4. After receiving and verifying the condition of the product, Patindastore Sagl will issue a refund to the original payment method within 14 days.

6. Exclusions

Excluded from this policy are: products damaged by use not in accordance with instructions, incomplete products upon return, gift cards, and — beyond the limits of use specified in article 4 — the Glowbiome mask which has been used more than twice.

7. Legal guarantee of conformity

This refund policy is separate from the legal guarantee of conformity applicable to defective or non-conforming products, which remains due to the customer regardless of the above deadlines, in accordance with the law applicable in their country of residence.

8. Applicable Law

These conditions are governed by Swiss law, subject, for consumers residing in the European Union, to the mandatory consumer protection provisions of their country of residence, which remain applicable notwithstanding any contrary clause.