Warranty & complaints

Statutory warranty

All products you purchase from Glowteq are subject to statutory warranty. This means that under normal use, a product must function as you may reasonably expect.

In the Netherlands, statutory warranty does not have a fixed standard term. How long you may expect something from a product depends, among other things, on:

• the type of product;
• the price;
• the information provided at the time of sale;
• the expected and normal use;
• the average lifespan of the product.

Glowteq remains your point of contact as the seller for any warranty claim. You do not need to contact the manufacturer or supplier yourself.

Additional manufacturer warranty

Some devices may come with an additional manufacturer or supplier warranty. When applicable, the duration and conditions are stated with the product or in the supplied documentation.

An additional warranty is always an extra service and never detracts from your statutory right to a sound product.

When can you claim warranty?

A warranty case may apply, for example, when:

• the product is delivered damaged or incomplete;
• you receive a different product than the one you ordered;
• a device does not function properly under normal use;
• there is a demonstrable material or manufacturing defect;
• the product does not meet the properties promised at the time of purchase.

Did you receive a damaged or incorrect product? Please report it as soon as possible, preferably before using the product.

What is usually not covered by the warranty?

Warranty generally does not apply when a defect or damage was caused by:

• dropping, impact or other external damage;
• moisture or liquid damage;
• incorrect, careless or unsafe use;
• use that deviates from the instructions;
• use of unsuitable or incompatible parts;
• incorrect charging or connection of a device;
• opening, modifying or repairing a device yourself;
• a repair by an unauthorised party;
• normal wear and tear or consumption of parts;
• insufficient cleaning or maintenance.

We assess each report individually. These exceptions do not limit your statutory rights when the product does not meet what you could reasonably expect under normal use.

Sterile and hygienic products

Cartridges, serums and other sterile or hygienic products generally cannot be resold after opening or use. This is separate from your warranty rights.

Is a sterile product damaged, incorrectly delivered or demonstrably defective upon receipt? Please contact us and do not use the product. Keep the packaging, the batch or lot number, and take clear photos of the problem.

Filing a warranty claim

Before returning anything, please contact us via the contact page. Do not send the product back without prior return instructions.

Please include in your report:

• your name;
• your order number;
• which product it concerns;
• when you discovered the problem;
• a clear description of the problem;
• photos or a short video showing the problem;
• the serial number of the device, if present;
• the batch or lot number for serums or sterile products.

Keep the product, the original packaging and the supplied accessories until your report has been assessed. Do not attempt to open or repair a defective device yourself.

How do we handle your report?

After receiving your report, we first assess the available information. If additional investigation is needed, we may ask you to return the product according to our instructions.

If the product falls under the statutory warranty, we will find a suitable free solution within a reasonable time. Depending on the situation, this may consist of:

• replacement;
• delivery of a missing part;
• an appropriate price reduction;
• refund when repair or replacement is not possible or reasonable.

The necessary shipping and investigation costs are borne by Glowteq for a valid warranty claim.

If the investigation shows that the problem was caused by incorrect use, external damage or another cause not covered by the warranty, we will discuss this with you first. Costs for repair or return shipment are never charged without prior consultation.

Complaints about your order or our service

Do you have a complaint about an order, delivery, product information, our website or our customer service? Please let us know via the contact page.

Please provide your order number and describe as clearly as possible what happened and which solution you consider appropriate. We take every complaint seriously and aim to respond substantively within fourteen calendar days. If we need more time to investigate, we will let you know.

Not satisfied with the solution?

We always try to resolve complaints directly and in good faith. If we cannot reach an agreement together, you can contact ACM ConsuWijzer for independent information about your consumer rights.

Warranty, returns and cooling-off period

Warranty is not the same as returning a product within the statutory cooling-off period.

• The cooling-off period is intended for cancelling an online purchase.
• Warranty is intended for products that are damaged, defective or do not provide what you could reasonably expect.

For more information about returns and exceptions for opened hygienic products, please see our return policy.