Returns & Refunds
Returns, Refunds & Right of Withdrawal
If you purchase Hanabi Glow products online as a consumer, you generally have the right to withdraw from your purchase within 14 days from the day you receive the products, without having to provide a reason, subject to the exceptions provided by applicable law.
How to exercise your right of withdrawal
To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.
Please submit your request through our dedicated online withdrawal form:
Exercise your right of withdrawal
Please provide the information requested in the form so that we can identify your order and process your request.
Submitting a withdrawal request confirms that we have received your request. It does not automatically confirm that every product is eligible for return or refund. We may need to verify the condition of the products and whether any legal exception applies.
Returning the products
After notifying us of your decision to withdraw, you must return the products without undue delay and, in any event, within 14 days from the date on which you communicated your withdrawal.
Unless otherwise stated by Hanabi Glow or required by applicable law, the direct cost of returning the products is borne by the customer.
Before sending any product back, please wait for our return instructions so that the shipment can be correctly identified and handled.
Products should be returned securely packaged and, where applicable, with their original packaging and accompanying materials.
Cosmetics, sealed products and hygiene
For health protection and hygiene reasons, the right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery, where the conditions provided by applicable law are met.
For Hanabi Glow cosmetic products, each request will therefore be assessed individually.
We do not automatically exclude all cosmetic products from the right of withdrawal simply because they are cosmetics. The relevant circumstances, including whether a seal was present and whether it has been removed or opened, will be considered.
Condition of returned products
You may inspect the products only to the extent necessary to establish their nature, characteristics and functioning.
You may be responsible for any reduction in value resulting from handling beyond what is necessary for that purpose, where provided by applicable law.
Refunds
If your withdrawal is valid, we will reimburse the payments received from you, including the cost of the least expensive standard delivery option offered for your order, where required by applicable law.
Any additional delivery cost resulting from your choice of a more expensive delivery method is not required to be refunded.
The refund will be made without undue delay and, in any event, no later than 14 days from the date on which we are informed of your decision to withdraw, subject to the conditions provided by applicable law.
We may withhold the refund until we have received the returned products or until you provide evidence that you have sent them back, whichever occurs first.
Unless otherwise agreed, the refund will be issued using the same payment method used for the original purchase and without additional fees for the refund itself.
Damaged, defective or incorrect products
The right of withdrawal is separate from your statutory rights relating to products that are defective, damaged or not as described.
If you receive an incorrect, damaged or defective product, please contact us through our dedicated customer support page:
Please include your order number and, where useful, photographs of the issue so that we can assess the case.
Return address
Please do not send products back before receiving return instructions from Hanabi Glow.
The authorised return address and shipping instructions will be provided after your request has been reviewed.
Need help?
For returns and withdrawal requests, use our dedicated withdrawal form.
For general customer support, visit our Contact page.