1. If a defect is discovered in the delivery, Shine and Glow will refund the amount in the form of a voucher (a reasonable discount for the next order).

The buyer can also request that the defect be remedied as a replacement. If Shine and Glow is unable or unreasonable to remedy the defect, the buyer has the right to demand a reduction in the purchase price and – in the case of a significant defect – to withdraw from the purchase contract.

The buyer must inform the seller of the right they have chosen when submitting a complaint.

 

2. Goods are considered defective in particular if they do not have the usual or reasonable quality, do not correspond to their intended purpose, do not comply with legal requirements, or were not delivered in the agreed quantity. Increased sensitivity or allergic reaction to the delivered goods is not grounds for recognizing a defect in the goods. Likewise, defects in gifts or free items not included in an order are not considered a defect in the goods.  Product photos in our online store are for illustrative purposes only and do not constitute a binding description of product properties (e.g., packaging may vary due to manufacturer changes).

 

3. Complaints must be submitted to info@shineandglow.store along with the available complaint form. When completing the form, please do not forget to describe the defect and (if possible) attach photos of the defective product. Goods with reported defects must be sent, after confirmation, via the Austrian Post parcel service to the following address:

Beata Bencsik

Eichbergstraße 10/2/15

2371 Hinterbrühl, Austria

 

4. Shine and Glow will inform the buyer about the assessment of the warranty claim, in particular the receipt of the complaint and its positive or negative assessment, by email or text message. Shine and Glow may also contact the customer by phone.

 

5. The complaint will be investigated immediately.  The review of the complaint, including the remedy of the defect, generally takes less than 30 days. Otherwise, the buyer has the right to withdraw from the contract. The buyer is obliged to assist Shine and Glow in meeting the above-mentioned deadline.

 

6. In the event of a positive complaint, Shine and Glow will bear the cost of returning the goods.