Refund policy

Refund Policy and Withdrawal from the Contract

Effective: May 2026 | In accordance with the Slovenian Consumer Protection Act (ZVPot-1, Official Gazette of the RS no. 130/22) and Directive 2011/83/EU.

1. Right to withdraw from the contract (14-day period)

As a consumer purchasing for private use, you have the right to withdraw from the sales contract without giving a reason within 14 days. The period begins on the day after you, or a third party other than the carrier, received the product. For orders with multiple products delivered separately, the period begins on the day the last product is received.

Legal basis: Article 134 of ZVPot-1.

2. How to exercise your right of withdrawal

You exercise your right of withdrawal by notifying us of your decision before the 14-day period expires:

• with a completed withdrawal form (you will find it in section 9 of this policy);
• with another unequivocal statement (email, letter).

Send your notice to: info@dglow.si.

You are deemed to have withdrawn from the contract in time if you sent your notice before the 14-day period expired.

3. Returning the products

Return the products without undue delay and no later than 14 days from the day you notified us of your withdrawal.

Return address:

Lun Maligator d.o.o.
Pot na Dobrotin 3a
3212 Vojnik
Slovenia

The customer bears the cost of returning the product (second paragraph of Article 137 of ZVPot-1). We recommend shipping with a trackable service (Pošta Slovenije registered mail), as the sender is responsible for any loss of the parcel.

Exception: if the product is damaged or defective, or we sent the wrong item, we cover the return cost (see section 7 below).

4. Condition of the returned product and your responsibility

You may inspect the product within 14 days as you would in a physical store - that is, check its nature, characteristics and functioning. However, you may not use it more than is necessary for this inspection.

You are liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning (fourth paragraph of Article 137 of ZVPot-1). This means: if the product is visibly used or damaged due to improper use, we may deduct a proportionate part of the purchase price from your refund.

5. Exceptions to the right of withdrawal - opened cosmetics

You do not have the right of withdrawal in the cases set out in Article 135 of ZVPot-1, including:

• for sealed products that are not suitable for return due to health protection or hygiene reasons, if you opened the seal after delivery - this includes opened cosmetics (creams, serums, toners, cleansers, sunscreens, masks, ampoules and other skincare products where you have removed the protective film, broken the seal or opened the pump/cap);
• for products that were inseparably mixed with other items after delivery;
• for products made to the consumer's precise instructions or tailored to their personal needs;
• for products that are perishable or have a short shelf life.

6. Refund of payment

After receiving your withdrawal notice, we will refund all payments received from you without undue delay and no later than 14 days, including delivery costs (except for any additional costs if you chose a more expensive type of delivery than the cheapest standard option offered).

We issue the refund using the same means of payment you used for the original transaction (card, PayPal, bank transfer), unless we expressly agree otherwise. The refund does not incur any additional costs for you.

We may withhold the refund until we receive the returned products, or until you provide proof that you have sent the products back, whichever is earlier (third paragraph of Article 137 of ZVPot-1).

7. Material defects and complaints

If a product has a material defect (wrong product, damaged on delivery, does not function properly, expired before receipt, etc.), you have the right to assert a material defect claim under Articles 80 to 87 of ZVPot-1.

You may assert a material defect:

• within two years of the day you received the product;
• by notifying the seller within two months of the day the defect was discovered.

When asserting a material defect, you have the right to request, at your own choice:

• free removal of the defect (repair);
• replacement with a new, flawless product;
• a refund with a proportionate reduction of the purchase price or withdrawal from the contract.

Notify us of the defect at info@dglow.si. In your message, describe the defect and attach photos and your order number. We cover the return cost.

8. Product exchange

In addition to the right of withdrawal, we also offer the option to exchange unopened cosmetics (e.g. exchange a shade, exchange a wrongly chosen product). Exchange is possible under the following conditions:

• the product is untouched, sealed and in its original packaging;
• no more than 14 days have passed since delivery;
• the replacement product is in stock;
• the customer covers the shipping costs in both directions (in the case of an exchange).

To arrange an exchange, contact us at info@dglow.si stating your order number and the desired exchange. Once confirmed, we will send you return instructions.

Note: an exchange does not replace the 14-day right of withdrawal from section 1. These two rights are independent.

9. Withdrawal form

You may complete and send the form by email or post. You may also notify us of your withdrawal in writing in any other unequivocal way (e.g. a handwritten message).

10. Out-of-court dispute resolution

We seek to resolve disputes between dglow.si and the consumer amicably. If agreement is not possible, the consumer may:

• use the European Commission's online platform for out-of-court resolution of consumer disputes (ODR), available at https://ec.europa.eu/consumers/odr. The contact email of dglow.si for the purposes of the ODR platform is: info@dglow.si;
• contact the Market Inspectorate of the Republic of Slovenia, which is responsible for supervising compliance with ZVPot-1: Dunajska cesta 160, 1000 Ljubljana, email: gp.tirs@gov.si.

In accordance with the third paragraph of Article 32 of the Slovenian Out-of-Court Resolution of Consumer Disputes Act (ZIsRPS), dglow.si expressly does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute.

11. Damage during delivery

When you receive your parcel, check the condition of the packaging. If the parcel is visibly damaged, file a report with the carrier (Pošta Slovenije) or refuse it. If the product is damaged or you received the wrong item, notify us within 8 days of receipt at info@dglow.si and attach photos. We will arrange a replacement, repair or refund at no additional cost to you.

12. Contact

For all questions regarding returns, complaints, exchanges or withdrawal from the contract, write to us at info@dglow.si. We usually respond within 1 to 2 business days.

Lun Maligator d.o.o.
Pot na Dobrotin 3a,
3212 Vojnik, Slovenia
Email: info@dglow.si
Online store: dglow.si