Refund Policy

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1. Overview

At Enerthglow, we want you to be satisfied with your purchase. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges in accordance with the Austrian Fern- und Auswärtsgeschäfte-Gesetz (FAGG), the EU Consumer Rights Directive 2011/83/EU, and other applicable consumer protection law. By making a purchase on our website, you agree to this policy.

This policy applies to all products purchased directly from enerthglow.world. For products purchased from third-party retailers, please refer to their respective return policies.

2. Right of Withdrawal (EU and Austrian Consumers)

If you are a consumer (Verbraucher) residing in the European Union or Austria, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the FAGG and Directive 2011/83/EU. This withdrawal period expires 14 days from the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.

Exception – sealed goods (hygiene/health): For sealed goods which are not suitable for return due to health protection or hygiene reasons, the right of withdrawal is lost if you unseal the product after delivery (Art. 16(l) of Directive 2011/83/EU). Dietary supplements fall within this category once the seal has been broken. You may therefore only exercise the right of withdrawal in respect of unopened, sealed products.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. by email or post). You may use the model withdrawal form below or any other clear statement. If you request it, we will send you an acknowledgment of receipt of your withdrawal without delay.

2.1 Model Withdrawal Form

If you wish to withdraw from the contract, you may complete and submit this form (or send us a clear statement by email or post). Please send it to: ask@enerthglow.world or Sankt-Severin-Straße, 3313 Sindelburg, Austria.

Model withdrawal form

To: Enerthglow, Sankt-Severin-Straße, 3313 Sindelburg, Austria, ask@enerthglow.world

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

Ordered on / received on (*): _______________________

Name of consumer(s): _______________________

Address of consumer(s): _______________________

Signature of consumer(s) (only if this form is notified on paper): _______________________

(*) Delete as appropriate.

3. Return Eligibility

3.1 Eligible Returns

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 30 days of delivery
  • Products must be in their original, unopened packaging
  • Products must be unused and in the same condition as received
  • Original receipt or proof of purchase must be provided
  • All tags and seals must be intact

3.2 Non-Returnable Items

The following items cannot be returned:

  • Products that have been opened or used
  • Products with broken seals
  • Products damaged due to misuse or improper storage
  • Products returned after 30 days from delivery
  • Gift cards or promotional items

4. Return Process

4.1 Initiating a Return

To initiate a return, please follow these steps:

  • Contact our customer service team at ask@enerthglow.world
  • Provide your order number and reason for the return
  • Wait for return authorization and instructions
  • Package the product securely in its original packaging
  • Ship the product to the address provided

4.2 Return Shipping

Unless the return is due to our error (wrong item shipped, damaged product, defective item), you are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for items lost or damaged in transit.

If the return is due to our error, we will provide a prepaid shipping label or reimburse reasonable shipping costs upon receipt of the returned item.

5. Refunds

5.1 Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you have exercised your right of withdrawal under the FAGG, we will reimburse you without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. For refunds outside the statutory withdrawal (e.g. voluntary returns within our 30-day policy), refunds will be processed within 14 days of approval.

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Card: 5-10 business days for the refund to appear
  • PayPal: 3-5 business days
  • Bank Transfer: 5-10 business days

Please note that your bank or payment provider may have additional processing times.

5.3 Refund Amount

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement (FAGG).

The refund amount will include:

  • Full product price for items in original, unopened condition
  • Original shipping costs if the return is due to our error (wrong item, defective, or damaged)

When exercising your statutory right of withdrawal: you bear only the direct cost of returning the goods. We do not charge you any fee for the reimbursement. For returns that are not based on the statutory right of withdrawal (e.g. voluntary returns within our 30-day policy), the following may apply:

  • You may be responsible for the cost of return shipping
  • A restocking fee may apply only where packaging is significantly damaged and outside the statutory withdrawal (up to 15%)

6. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at ask@enerthglow.world with:

  • Your order number
  • Description of the damage or defect
  • Photographs of the damaged product and packaging

We will arrange for a replacement or full refund, including shipping costs, at no additional charge to you.

7. Wrong Item Received

If you receive an incorrect item, please contact us within 7 days of delivery. We will arrange for the correct item to be shipped to you and provide a prepaid return label for the incorrect item. Alternatively, you may request a full refund.

8. Exchanges

If you wish to exchange a product for a different item, please follow the standard return process and place a new order for the desired item. This ensures the fastest processing time for both your return and new order.

9. Order Cancellation

9.1 Before Shipment

You may cancel your order at any time before it has been shipped. To cancel, contact us immediately at ask@enerthglow.world with your order number. If successful, you will receive a full refund within 5-7 business days.

9.2 After Shipment

Once an order has been shipped, it cannot be cancelled. You will need to wait for delivery and then follow the standard return process.

10. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

  • Check your bank account or card statement again
  • Contact your credit card company or bank, as processing times vary
  • If you've done all of this and still haven't received your refund, please contact us at ask@enerthglow.world

11. Promotional and Sale Items

Items purchased during sales or with promotional codes are subject to the same return policy. Refunds will be issued for the amount actually paid, not the original retail price. Items marked as "Final Sale" or "Non-Returnable" cannot be returned or refunded.

12. Gift Returns

If you received a product as a gift, please contact us for return instructions. Gift returns may be exchanged for store credit or a different product of equal value. Refunds for gifts will be issued to the original purchaser.

13. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes constitutes acceptance of the updated policy.

14. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

  • Company: Enerthglow
  • Address: Sankt-Severin-Straße, 3313 Sindelburg, Austria
  • Email: ask@enerthglow.world

Our customer service team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM CET.

15. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable law. If you are a consumer in Austria or the European Union, you have rights under the FAGG, the EU Consumer Rights Directive 2011/83/EU, the Konsumentenschutzgesetz (KSchG), and other mandatory consumer protection provisions in addition to those described in this policy.

If we have not provided the required pre-contractual information or the model withdrawal form in accordance with the FAGG, the withdrawal period may be extended to 12 months and 14 days from the date of receipt of the goods.

For disputes, you may contact the Austrian consumer information service (Verein für Konsumenteninformation – VKI) or your local consumer protection authority, or use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.