Refund policy
Return & Refund Policy
Last updated: 19 August 2026
We want you to be happy with your GlowStation purchase. If you need to return an order, please read the information below carefully.
This Return & Refund Policy applies to purchases made through the GlowStation online store and does not limit any mandatory consumer rights you may have under applicable EU or national law.
1. Right of withdrawal
If you are a consumer purchasing from within the EU/EEA, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.
The 14-day withdrawal period begins on the day you, or a person you have designated other than the carrier, receive the goods. If your order is delivered in several separate shipments, the withdrawal period generally begins when you receive the last item.
To exercise your right of withdrawal, you must notify us within the 14-day period by contacting:
Email: info@glowstation.com
Please include your order number and clearly state that you wish to withdraw from the purchase.
You must then return the applicable products without undue delay and, in any event, within 14 days of notifying us of your withdrawal. The return deadline is met if you send the products back before the 14-day period expires.
2. Condition of returned products
For health protection and hygiene reasons, certain sealed products are not eligible for withdrawal once their protective seal has been opened.
For GlowStation, this may apply to cosmetics, skincare, makeup, personal care and other hygiene-sensitive products that are sealed and unsuitable for return once unsealed.
Where applicable, returned products must therefore be:
Unused
Unopened
In their original condition
With all original protective seals intact
Complete with any original packaging, accessories or promotional items included with the order
This restriction does not affect your statutory rights if a product is faulty, damaged, defective or incorrectly supplied.
The statutory exception for sealed goods that are unsuitable for return for health or hygiene reasons applies only where the relevant conditions are met.
3. Returning an order
Before returning an order, please contact our Customer Service at:
info@glowstation.com
Please provide:
Your order number
The products you wish to return
The reason for your return, where applicable
We will provide the relevant return instructions.
Unless otherwise required by applicable law or agreed by GlowStation, the direct cost of returning products is the customer's responsibility.
We recommend using a tracked delivery service and keeping your proof of postage until your return has been fully processed.
GlowStation cannot be responsible for returns that are lost or damaged during return transportation when the customer has arranged the return.
4. Refunds
Once your eligible return has been received and processed, we will issue your refund using the same payment method used for the original purchase, unless otherwise agreed or required by law.
Under EU consumer rules, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
The refund will normally include the standard delivery cost paid for the original order. If you selected a more expensive delivery option than the least expensive standard delivery method we offered, we are not required to refund the additional cost.
The time it takes for the refunded amount to appear in your account depends on the payment provider and payment method used.
Although we process eligible refunds as soon as reasonably possible after receiving and checking the return, the complete return and refund process may take several weeks, depending on the return shipping method, carrier processing times and the payment provider.
We appreciate your understanding.
5. Reduced value of returned products
If a product is eligible for withdrawal and has been handled beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for any resulting reduction in the product's value, to the extent permitted by applicable law.
For sealed hygiene-sensitive products, opening the protective seal may mean that the statutory right of withdrawal no longer applies where the legal conditions for the hygiene exception are met.
6. Faulty, damaged or incorrect products
If you receive a product that is:
Damaged during delivery
Defective or faulty
Not as described
Missing parts or accessories
Different from the product you ordered
please contact us at info@glowstation.com as soon as possible.
Please include your order number and, where relevant, photographs of the product, packaging or damage. This helps us investigate the issue and provide the appropriate solution as quickly as possible.
Your statutory legal guarantee rights are separate from our voluntary return policy.
Under EU consumer law, goods are covered by a minimum two-year legal guarantee of conformity, subject to applicable rules. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund. National law may provide additional rights.
7. Incorrect or incomplete delivery information
Please check your delivery information carefully before completing your order.
If you notice that your delivery address or contact information is incorrect, contact us immediately at info@glowstation.com.
We cannot guarantee that an order can be changed or cancelled once it has entered processing or been dispatched.
If an order cannot be delivered because incorrect or incomplete information was provided by the customer, additional delivery or return costs may apply where permitted by applicable law.
8. Exchanges
We currently do not offer direct exchanges.
If you would like a different product, shade or variant, please return the eligible original product according to this policy and place a new order for the product you would like instead.
This does not affect your statutory rights in relation to faulty, defective or incorrectly supplied products.
9. Promotional gifts and free products
If a promotional gift or free product was included with your order subject to a purchase condition, the gift may need to be returned if the return means that the original conditions of the promotion are no longer met.
If only part of an order is returned, the value of any promotional discount or gift may be recalculated where permitted by the terms of the relevant promotion.
10. Non-returnable products
Certain products may not be eligible for return once opened or unsealed due to health protection or hygiene reasons.
This may include, depending on the product:
Sealed skincare products once opened
Makeup products with a protective seal once opened
Personal care products once unsealed
Other hygiene-sensitive products that cannot lawfully be resold after opening
This does not affect your statutory rights regarding defective or non-conforming products.
11. Refund processing times
Please note that there are several steps involved in processing a return:
Return shipment → Delivery to GlowStation → Return inspection → Refund processing → Payment provider processing → Refund to your account
Because different carriers and payment providers have different processing times, the complete process can take several weeks.
Once GlowStation has processed the refund, the remaining processing time is outside our direct control and depends on the payment provider.
Thank you for your patience and understanding.
12. Contact us
If you have any questions about returns, refunds or your consumer rights, please contact our Customer Service:
GlowStation
Operated by Orien Trade OÜ
Puiestee 2, uks 6
50303 Tartu
Estonia
Email: info@glowstation.com
We are happy to help with your return or refund enquiry.