Refund policy
RETURNS, WITHDRAWAL AND REFUNDS
1. Statutory right of withdrawal
If you are a consumer and the applicable law grants you a right of withdrawal for a distance purchase, you may withdraw from the contract within 14 days without giving a reason. For goods, the withdrawal period generally runs from the day on which you, or a third party indicated by you other than the carrier, receive the goods. Where an order is delivered in multiple shipments or contains multiple items delivered separately, the period may run from receipt of the last item, where required by applicable law.
2. Electronic withdrawal function
Where the statutory right of withdrawal applies, you may exercise it electronically through your Hanabi Glow customer account at https://account.hanabiglow.com. After signing in, select the relevant order and use the available cancellation or return function, depending on the status of the order. The electronic procedure allows you to submit and confirm your withdrawal request online. After confirmation, we will send you an acknowledgement of receipt on a durable medium, such as email, including the information required by applicable law.
You may also exercise your right of withdrawal by sending us another unequivocal statement of your decision to withdraw using the contact details published in the store's Contact Information section.
3. Returning the products
After notifying us of your withdrawal, you must return the products without undue delay and, in any event, no later than 14 days from the date on which you communicated your decision to withdraw. The deadline is met if you send the goods back before the 14-day period expires. Unless we agree otherwise or applicable law requires otherwise, the direct cost of returning the goods is borne by the customer. We recommend using a tracked shipping service.
4. Hygiene and sealed cosmetic products
The statutory right of withdrawal may be excluded for sealed goods that are not suitable for return for reasons of health protection or hygiene once the seal has been opened after delivery, where the conditions provided by applicable law are met. This exception does not affect your statutory rights where a product is defective, damaged, incorrect or otherwise non-conforming.
5. Product condition and diminished value
Where the right of withdrawal applies, you are responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, subject to applicable law.
6. Damaged, incorrect or non-conforming products
Please contact us promptly if your order arrives damaged, you receive the wrong product, or you believe a product is defective or non-conforming. These cases are handled separately from withdrawal and do not limit your statutory conformity rights. Where applicable law requires it, the costs associated with returning defective or non-conforming goods are borne by Hanabi Glow.
7. Refunds following withdrawal
Where withdrawal is valid, we will reimburse all payments that must be reimbursed under applicable law without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw. The reimbursement will be made using the same payment method used for the original transaction unless you expressly agree otherwise and provided that you do not incur fees as a result.
For sales contracts, unless we have offered to collect the goods ourselves, we may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent them back, whichever occurs first.
Where required by law, the original cost of our least expensive standard delivery option will also be reimbursed. Any supplementary delivery costs resulting from your choice of a more expensive delivery method are not refundable to the extent permitted by applicable law.
8. Exchanges
We do not currently offer an automatic self-service exchange procedure. If a return is approved and you would like a different product, you may place a new order separately.
9. Commercial return extensions
Unless expressly stated in a specific promotion, Hanabi Glow does not currently provide a general voluntary 30-day return period in addition to statutory consumer withdrawal rights. Any voluntary commercial return offer will be clearly identified as such and will not limit your statutory rights.