Retningslinjer for angrerett
Return & Refund Policy
Last updated: June 2025
About GlowLume & Our Business Model
GlowLume is an e-commerce store serving the Nordic market, owned and operated by Dexer Olausson, registered as a sole trader (enskild firma) in Sweden. We sell professional-grade LED face masks for home use.
We operate using a dropshipping model, meaning your order is shipped directly from our supplier to your door. We choose to be fully transparent about this — it allows us to offer premium LED technology at a fraction of clinic prices.
This does not affect your rights as a consumer. We take full responsibility for every order.
Legal Right of Withdrawal – 14 Days (EU/EEA)
Under EU consumer protection law, you have the legal right to withdraw from your purchase within 14 days of receiving your order — this is sometimes shown as a button or link at checkout labeled "Right of Withdrawal" or "Ångerrätt". This is a legal requirement we are obligated to display.
However, this right does not apply unconditionally to personal hygiene products. Under EU Directive 2011/83/EU, Article 16(e), the right of withdrawal is excluded for goods that are unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.
The GlowLume Pro LED mask is a personal skincare device that makes direct contact with your face. Once the hygienic inner packaging has been opened or broken, the product cannot be returned under the withdrawal right — for the same reason you cannot return opened face creams, earphones, or personal care devices.
To be eligible for withdrawal under the 14-day legal right, the mask must be completely unused and in fully intact, unopened original packaging.
To exercise this right, contact us in writing at support@nattely.com within 14 days of receiving your order.
Our Extended 60-Day Satisfaction Guarantee
Beyond the legal minimum, we voluntarily offer a 60-day return window from the date you receive your order.
We offer this because we believe in our product — but the same hygiene conditions apply here as with the legal withdrawal right. This is not a loophole around those conditions; it is an extension of the same policy.
To qualify for our 60-day guarantee, all of the following must be met:
- The mask must be completely unused — never worn, never activated
- All original packaging must be intact and unopened, including inner seals, protective film, and hygiene seals
- The box must show no signs of being opened, damaged, or resealed
- You must provide your order confirmation or receipt
- You must photograph the item and all packaging before sending anything back
- You must contact us and receive written approval before sending a return — unapproved returns will not be accepted
- Return shipping costs are the responsibility of the customer
Why We Cannot Accept Used Masks
The GlowLume Pro LED mask makes direct contact with the face. For hygiene reasons — skin contact, bacteria, sebum, and skincare residue — we are unable to accept returns of masks that have been:
- Worn or placed on the face, even once
- Activated or powered on
- Removed from their hygienic inner packaging
- Exposed to skincare products, moisture, or skin contact
This is the same standard applied to professional clinic equipment. We ask that you review all product information and FAQ before purchasing. If you have questions, contact us first.
Damaged, Defective or Incorrect Items
If your mask arrives damaged, defective, or not as described, contact us within 48 hours of delivery. Include:
- Your order number
- Clear photos of the damage or defect
- A brief description
In these cases, we will cover return shipping and arrange a replacement or full refund.
How to Start a Return
- Photograph the item and all original packaging (unopened)
- Email support@nattely.com with your order number, photos, and reason for return
- Wait for our written confirmation — do not send anything without approval
- Ship the item back at your own cost and share the tracking number
Returns sent without prior approval will not be processed or refunded.
Refunds
Once we have received and inspected your return, a refund will be issued to your original payment method within 10 business days. Original shipping fees are non-refundable unless the return is due to our error.
No Exchanges
We do not offer direct exchanges. Return your item (if eligible) and place a new order.
Contact
Dexer Olausson – GlowLume
Sole trader, registered in Sweden
Organisation number: 0804190171
Likenäsvägen 66, 680 63 Likenäs, Sweden
Email: support@nattely.com
Phone: +1 (929) 681 0645
© 2025 GlowLume – All rights reserved