Refund policy

1. Overview

At K-Glow Collective, we are committed to your satisfaction and to full compliance with your rights under Cyprus and European Union consumer law — specifically the Cyprus Consumer Rights Law of 2013 (which transposes EU Directive 2011/83/EU) and the EU Sale of Goods Directive (2019/771/EU).

This policy explains your rights as a consumer, what you can return, how to do so, and what to expect from us.

2. Your Right of Withdrawal (14-Day Cooling-Off Period)

Under the Cyprus Consumer Rights Law of 2013, as an online shopper you have the right to withdraw from your purchase within 14 calendar days from the date you (or someone you designate) receive your order, without giving any reason.

How to exercise your right of withdrawal

You must notify us of your decision to withdraw before the 14-day period expires. You can do this by:

Email: kglowcollective@gmail.com
Contact form: https://k-glowcollective.shop/pages/contact
Using the model withdrawal form (see Section 8 below)

A clear written statement of your decision is sufficient. You do not need to use a specific form.

Returning the goods

Once you have notified us, you must return the goods to us without undue delay, and no later than 14 days after the day you informed us of your withdrawal.

Return shipping costs are your responsibility, unless we have failed to inform you of this obligation before purchase (in which case the cost falls on us). We recommend using a tracked delivery service, as we cannot process a refund for items lost in transit.

3. Important Exception: Sealed Cosmetic Products

Please read this section carefully before placing your order.

Under Article 16(e) of EU Directive 2011/83/EU, as implemented by the Cyprus Consumer Rights Law of 2013, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

Because K-Glow Collective sells skincare, cosmetic, and personal care products — which fall within this exception — the following applies:

Unsealed products cannot be returned under the 14-day withdrawal right. Once the packaging seal of a cosmetic or skincare product is broken or removed, the product cannot be accepted for return for change-of-mind reasons.
Sealed, unopened products in their original condition and packaging can be returned within the 14-day withdrawal period.

This means:

If you receive a product and decide you no longer want it, you may return it only if the seal remains fully intact and the product is unopened.
If you open or unseal a product and then decide you do not want it, we are legally entitled to decline the return under this exception.

We strongly encourage you to check the product description, ingredient list, and any relevant information before opening your order.

4. Faulty, Damaged, or Incorrect Products — Your 2-Year Legal Guarantee

Your right to a legal remedy for faulty or non-conforming goods is entirely separate from the 14-day withdrawal right. This right applies regardless of whether a product has been opened.

Under EU law (Sale of Goods Directive 2019/771/EU) and Cypriot law, you have a minimum 2-year legal guarantee from the date you receive your order. A product is considered non-conforming if it:

Is faulty or damaged upon arrival
Does not match the product description on our website
Does not function as reasonably expected for a product of that type
Was incorrectly sent (wrong product or variant)

Your remedies for faulty or non-conforming goods

If a product is faulty or non-conforming, you are entitled to one of the following, free of charge:

Replacement with the same product
Full refund if replacement is unavailable or not possible
Partial refund (price reduction) in appropriate circumstances

Return shipping costs for faulty or incorrect products are our responsibility. We will provide a prepaid return label or reimburse your return postage upon receipt of the goods.

Burden of proof

Within the first year of delivery: if a defect becomes apparent, it is presumed to have existed at the time of delivery. You do not need to prove the defect was present when you received the product.
After the first year and up to 2 years: you may need to demonstrate that the defect existed at the time of delivery.

5. How to Request a Return or Report a Fault

To initiate any return — whether for withdrawal (sealed product only) or for a faulty/incorrect product — please contact us at:

📧 kglowcollective@gmail.com 🌐 https://k-glowcollective.shop/pages/contact

Please include in your message:

Your order number
Your name and delivery address
The product(s) you wish to return
The reason for the return (change of mind / faulty / incorrect item)
For faulty items: a brief description of the issue and, if possible, a photograph

We will respond within 2 business days with instructions on how to proceed.

6. Refunds

Once we receive and inspect your returned item(s), we will process your refund as follows:

Approved refunds will be issued within 14 calendar days of us receiving the returned goods, or receiving proof of return (whichever is earlier).
The refund will be made using the same payment method you used for the original purchase, unless you explicitly agree to a different method.
Your refund will include the full product price plus the standard delivery cost you paid at the time of purchase. If you chose a premium or express delivery option, only the cost of our standard delivery will be refunded.
If you are returning only part of your order, delivery costs will be refunded on a proportional basis.

We reserve the right to withhold the refund until we have received the goods back, or until you have provided evidence of return, whichever occurs first.

We also reserve the right to make a deduction from the refund for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning — this would only apply in the unlikely case that a sealed item is returned in noticeably worse condition than when it was sent.

7. Non-Returnable Items

The following cannot be returned under the 14-day withdrawal right:

Opened or unsealed cosmetic and skincare products (health and hygiene exception — see Section 3)
Products that have been used beyond reasonable inspection
Products not in their original condition or with damaged/missing packaging through no fault of ours

Please note: these exclusions apply only to the voluntary change-of-mind withdrawal right. They do not apply if the product is faulty, damaged, or was incorrectly sent — in those cases, your 2-year legal guarantee applies regardless.

8. Model Withdrawal Form

You may (but are not required to) use the following form to notify us of your withdrawal. Simply copy and send it to us by email:

To: K-Glow Collective — [your email address]

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / Received on: ___________ Order number: ___________ Name of consumer(s): ___________ Address of consumer(s): ___________ Signature (if sent on paper): ___________ Date: ___________

9. Dispute Resolution

If you are not satisfied with our response to your request, you have several options:

Consumer Protection Service (CPS), Cyprus: The national authority responsible for enforcing consumer rights. Website: https://www.mcit.gov.cy/cps
European Consumer Centre Cyprus (ECC Cyprus): For cross-border disputes within the EU. Website: https://eccyprus.org.cy
EU Online Dispute Resolution (ODR) Platform: Available at https://ec.europa.eu/consumers/odr for online purchase disputes across the EU.
Consumer Protection Court (Cyprus): You retain the right to pursue legal remedies through the courts.

Nothing in this policy limits or excludes any rights you have under applicable Cyprus or EU consumer law.

This policy is governed by Cyprus law and is compliant with the Cyprus Consumer Rights Law of 2013, EU Directive 2011/83/EU (Consumer Rights Directive), and EU Directive 2019/771/EU (Sale of Goods Directive).