BIOGLOW COSMETICS S.R.L., a legal entity organized under Romanian law, with its registered office in Bucharest, District 2, Str. Tuzla no. 9-27, Room 1, Block C, Floor 2, Apt. C21, registered with the Trade Register Office attached to the Bucharest Tribunal under no. J40/9228/2024, having VAT code 50039910 (hereinafter referred to as "the Seller"), is committed to providing high-quality products and customer satisfaction.

If you encounter any issues related to the purchased product (including, but not limited to: packaging defects, product contents, delivery issues, or product quality), we encourage you to submit a complaint by following the steps below.

1. How to submit a complaint

Complaints can be sent via any of the following methods:

• Email: hello@glowseason.eu

• Phone: +40 771 420 582

• Contact form: available on our website under the "Contact" section.

• Post: to the registered office address mentioned above.

For a prompt resolution, please include the following information in your complaint:

• Full name;

• Order number and/or proof of purchase;

• Detailed description of the issue;

• Photos, if applicable.

2. Response time

We commit to replying to each complaint within 3 business days from receipt. Depending on the complexity, resolution may take up to 15 calendar days, during which you will be kept informed.

3. Resolution methods

Based on the nature of the complaint and our internal verification process, possible solutions include:

• Product replacement;

• Refund of the paid amount;

• Compensation voucher;

• Other solutions mutually agreed upon with the customer.

4. Alternative dispute resolution

If you are not satisfied with how your complaint was handled, you may contact:

• The National Authority for Consumer Protection (ANPC) – www.anpc.ro

• Online Dispute Resolution Platform (ODR) – http://ec.europa.eu/consumers/odr

We are constantly striving to improve our customer experience and take every complaint seriously.