• Client: A natural person over 18 years of age or, in the case of minors, duly authorized by their legal representatives.
• User: Any individual who accesses Glowthie's website to consult information or interact with the services offered.
• Personal Data: Any information that identifies or allows the identification, directly or indirectly, of a natural person, including but not limited to, name, email address, phone number, or IP address.
• Intellectual Property: All content made available on the website, including texts, images, logos, and other materials, belongs exclusively to Glowthie or is used under license. The use of this content is permitted only for personal purposes, and any reproduction, distribution, or commercial use without prior written authorization is strictly prohibited.
• Data Controller: The entity responsible for the collection and management of personal data, in accordance with the General Data Protection Regulation (GDPR).

• Consult detailed information about the products and services offered;
• Place orders electronically, under the terms established in these Terms and Conditions.

1. Errors, omissions, or inaccuracies in the information provided through the service;
2. Damages caused by the Client or third parties, including intellectual property rights violations;
3. Non-performance or defective performance of the service due to compliance with court rulings or administrative authority decisions;
4. Non-performance or defective performance resulting from force majeure events, i.e., extraordinary or unforeseeable events beyond Glowthie’s control that prevent or hinder the fulfillment of its obligations. Such events may include, but are not limited to, fires, power outages, explosions, wars, riots, civil unrest, government decisions, strikes, earthquakes, floods, other natural disasters, or any other circumstances beyond Glowthie’s control.

1. The service will be provided uninterruptedly, securely, error-free, or indefinitely;
2. The quality of any product, service, information, or material obtained through the service will meet the Client's expectations;
3. Any material obtained through the service will be used at the Client's own risk, and the Client shall be solely responsible for any damage caused to their system or computer equipment, or for any data loss resulting from such operation;
4. Any advice or information, whether oral or written, obtained by the Client through the service will create warranties beyond those expressly described in these general conditions.

1. The use or inability to use the service;
2. Difficulties in obtaining substitute goods or services;
3. Unauthorized access to or modification of the Client's personal data.

1. Provide accurate and complete personal information and addresses;
2. Refrain from using false or misleading identities during the purchase or registration process;
3. Respect the order limits established by Glowthie.

6.2. Incorrect or Insufficient Data
If any of the information provided by the Customer is incorrect or insufficient, causing delays, the inability to process the order, or non-delivery, the responsibility shall lie solely with the Customer, exempting Glowthie from any liability.

1. Block or delete the Client's future purchases;
2. Restrict access to the online store and/or Glowthie’s services;
3. Cancel the provision of any services being simultaneously rendered to the Client;
4. Deny the Client future access to any services offered by Glowthie.

If the delivery address provided by the Customer is incorrect or incomplete, delivery may not be possible, and the order will be returned to Glowthie, resulting in additional costs for the Customer, including the non-refund of shipping fees paid. If shipping was offered for free, an additional fee will be charged: €4.50 (Mainland Portugal), €6.50 (Portugal Islands) or €9.99 (other countries).

For all deliveries, one or two delivery attempts will be made at the provided address. If delivery is not possible due to the Customer’s lack of response, attention, or cooperation, the order will be dropped off at the nearest pickup point, and the Customer will be properly informed. The Customer must collect the order within the timeframe set by the carrier. If not collected in time, the order will be returned to Glowthie, generating additional costs for the Customer, including the non-refund of shipping fees paid or, if shipping was free, an additional fee of €4.50 (Mainland Portugal), €6.50 (Portugal Islands) or €9.99 (other countries).

Security Tip: After discarding the package, it is recommended to erase or destroy any personal data printed on the shipping label to prevent unauthorized access.

Attention: If no reservation is made at the time of delivery, Glowthie may not be held responsible for any damages caused during transport.

Claims for transport damage will be accepted within 48 hours after receipt of the order. The claim must include the following:

• A photo of the exterior of the package showing the courier’s label;
• A photo of the exterior of the package clearly displaying the damage;
• A photo of the package's interior;
• A photo of the damaged item(s).

The absence of these photographs may result in the transport company or insurer rejecting the claim. Glowthie will only process returns after damage verification. The damaged items must remain in the Client’s possession for collection. If the items are not available at the time of collection, no refund will be granted

Claims for undelivered orders will not be accepted if the courier's tracking system confirms the order as delivered or the Client fails to comply with the deadlines and procedures for notification.

• Order number;
• Description or reference of the product(s) to be returned;
• The preferred refund method.

To simplify the process, Glowthie provides a withdrawal form, which can be downloaded directly from [HERE]
Detailed instructions on the return process are included in the form's appendix and reiterated in Section 9.3 (Product Returns) and Section 10.1 (Returns).

Note: To comply with the 14-day deadline, the withdrawal communication must be sent before the end of this period.

9.2. Effects of Contract Termination

Upon valid exercise of the right of withdrawal, all amounts paid by the Client, including delivery charges, will be refunded, except for the following:

1. Additional costs incurred by choosing a more expensive delivery option instead of the least expensive standard delivery method provided by Glowthie;
2. Direct costs of returning the products, which are always borne by the Client.

Refunds will be processed without undue delay and no later than 14 days after the receipt of the returned products. The refund will be made using the same payment method used for the initial transaction unless otherwise agreed.

Note: If the Client used a promotional discount code, the corresponding value will not be refunded. The refund will be limited to the amount actually paid.

9.3. Product Returns

Returned products must be sent to Glowthie's warehouse at: Rua de Alvre, n.º 14, 4740-013 Esposende, Portugal

Returns can be made in two ways:

1. Request Glowthie to collect the items: The Client can request the collection of the items by Glowthie, with the associated costs borne by the Client.
2. Direct return by the Client: The Client can opt to return the products directly to the warehouse at the above address.

Returns must be made without undue delay and no later than 14 days after the communication of withdrawal. The deadline will be considered met if the items are shipped before the end of this period.

9.4. Conditions for Accepting Returns

To ensure acceptance of returns and the processing of refunds, the following conditions must be met:

• Product condition: Products must be returned without signs of improper use. Depreciation caused by handling beyond what is necessary to verify the nature, characteristics, and functioning of the products will be considered, which may result in a proportional reduction in the refund amount.
• Original packaging and components: Products must be returned in their original packaging, in good condition, with all accompanying documentation and any free items (such as promotional gifts) included in the order.
• Item integrity: Missing components or items not in their original state will result in the denial of a refund.

The Client is responsible for the proper care of the items until they are returned. For any questions regarding the process, it is advisable to contact Glowthie’s Customer Support team.

10 - RETURN AND EXCHANGE PROCEDURE

10.1. Returns
Customers who wish to return purchased products must strictly observe the previously established conditions.
If the purchase was made during a promotional campaign that included products offered as gifts, the joint return of the main item and the offered product will be mandatory. Both items must meet the stipulated conditions for acceptance of the return.
The return may be refused if the conditions are not met, with the Customer being responsible for the reshipment costs or the possible destruction of the returned and unaccepted products.

Address for return shipments: Rua de Alvre, n.º 14, 4740-013 Esposende, Portugal

Conditions for return acceptance:
Returns will not be accepted for products that:

1. Are incomplete, damaged, or without the original packaging;
2. Show signs of improper use;
3. Fall into the following categories:
   • Promotional products or products purchased with loyalty points;
   • Products with an expiration date of less than 3 (three) months;
   • Products whose packaging or protective seals have been removed;
   • Gift cards and discount vouchers.

Glowthie will assess the integrity of the returned products to determine whether they meet the conditions for acceptance. If not, the Customer will be notified and will have a period of 10 days to collect the products from the warehouse indicated, bearing the associated collection costs.

10.2. Exchanges
In general, exchanges are not allowed. To make a replacement, the Customer must return the product, request a refund, and make a new purchase, which will be subject to the conditions in effect on the date of the transaction.
The return process is detailed in the previous section (10.1. Returns).

10.3. Refund Methods
Refunds will be processed within a maximum period of 15 business days after receipt of the returned products at the warehouse. The amount will be refunded using the same payment method used for the purchase, unless otherwise indicated by the Customer.

Refund methods and additional conditions:

• Credit card: The refund will be credited directly to the card used for the purchase.
• Other payment methods: The Customer will be asked to provide bank details, including IBAN and SWIFT, along with proof of account ownership.
• Discount coupon: Alternatively, the Customer may opt for a discount coupon valid for 12 months. After the coupon expires, no further refund requests will be accepted.

Note: Some payment methods may have limitations regarding the issuance of refunds after certain periods. In such cases, it will be necessary to provide a bank account for the transfer of the corresponding amount.

10.4. Return Costs
Glowthie will cover the return costs in the following cases:

1. Shipping error: Product sent incorrectly.
2. Product defect: Product with proven damage or defects.

In these cases, Glowthie will arrange for the collection of the product, with prior coordination through Customer Support.

11 - SPECIFIC CONDITIONS FOR THE SALE AND PROCESSING OF ORDERS

Glowthie adopts strict processes to ensure the accuracy of the information presented on the website, including descriptions, prices, and promotional campaign conditions, in compliance with legal requirements. However, in situations where errors in the publication of information are identified, such as incorrect prices or invalid campaigns, Glowthie may refrain from processing orders associated with these products. In such cases, the Customer will be promptly notified by the Customer Support team about the inability to proceed with the order.

11.1. Reasons for Order Cancellation or Modification
Orders may not be processed or may undergo changes due to reasons such as:

• Stock shortage: Products unavailable at the time of order preparation;
• Payment issues: Failure in payment authorization, execution, or validation;
• Suspicious activity: Detection of possible fraud or irregularities in the order.

11.2. Compliance with the Legislation of the Destination Country
The Customer is responsible for verifying that the products purchased comply with the applicable legislation in the delivery country. Some local restrictions may limit the marketing or importation of certain items. Whenever such restrictions are identified before shipment, the Customer will be informed about the inability to process the order.

11.3. Promotional Campaigns and Special Conditions
All promotional campaigns, offers, or discounts are subject to stock availability and the specific conditions stipulated for each campaign.

11.4. Operational Errors and Restrictions on Sale
Glowthie reserves the right not to complete the processing of orders in cases such as:

• Computer system errors: Technical failures affecting the accuracy of prices, descriptions, or product availability;
• Logistical problems: Difficulties in the preparation, transportation, or delivery of the order;
• Legal or administrative restrictions: Prohibitions imposed by competent authorities on the sale or shipment of specific products to the requested destination.

11.5. Use of Discount Coupons
Discount coupons, accumulated credits from previous purchases, benefits associated with promotional campaigns, or compensations are subject to the conditions established on the activation date.

Conditions for the use of coupons and credits:

• Validity: Coupons may only be used within the stipulated period;
• Stock availability: Products purchased with coupons are subject to availability at the time of purchase;
• Legal compliance: The use of coupons must comply with the regulations applicable to the transaction.

Important note: If the coupon or credit is applied to orders that are subsequently canceled or modified, the corresponding amounts will be adjusted according to the conditions in effect on the order date.

1. Replacement of the product with an identical one, provided it is available in stock;
2. Replacement with a similar product, subject to prior agreement with the Customer;
3. Contract termination, with the subsequent refund.

1. Improper use or negligence on the part of the Customer, including incorrect application of the products;
2. Incorrect storage, such as exposure to unsuitable conditions (e.g., humidity, extreme heat, or direct sunlight);
3. Products with natural wear and tear, as long as they are within the limits specified by the manufacturer;
4. Handling or tampering with the product, such as improper opening, removal of safety seals, or attempts to modify the content.

• General complaints must be submitted within a maximum period of 14 days after receiving the order.
• Complaints related to defective, damaged, or exchanged products must be submitted within 48 hours after receiving the order.

Required documentation: Photographs or videos that prove the defect or damage identified in the product, as well as the condition of the packaging and the transport box at the time of delivery.

Conservation of the product being claimed: The Customer must keep the product in their possession, along with its packaging, until Customer Support provides instructions on the next steps.

Additional notes: For detailed information on the conditions for receiving orders, please refer to Section 8.7 (Conditions for Receiving Orders and Claims for Transport Damage) of this document.

We emphasize that if, at the time of delivery, the Customer notices that the package is visibly damaged, it is recommended that they refuse the order. Accepting an order with visibly damaged packaging may compromise the acceptance of a subsequent complaint.

13.2. Resolution and Compensation
If the complaint is validated, the following compensation measures may be applied:

• Sending a replacement product;
• Issuance of a discount coupon.

Coupon validity: The Customer must respect the validity period indicated on the coupon to avoid issues related to stock availability or other restrictions.

13.3. Online Complaints Platform
Glowthie is registered on the Online Complaints Book Platform, allowing Customers to submit official complaints through the page www.livroreclamacoes.pt.
The Customer Support department is available to assist throughout the complaint process or to receive suggestions.

1. Respect all rights mentioned in the previous points;
2. Refrain from any act that constitutes a violation of these rights, including but not limited to reproduction, distribution, modification, commercialization, transmission, or public availability of content without prior express authorization from Glowthie or the respective rights holders.

20. Applicable Law

The Contract is governed by Portuguese law.