Returns & Refunds

Bloom & Glow return policy

Your satisfaction is important to us. If you are not completely satisfied with your purchase from Bloom & Glow, we offer an easy return option. Here are our return policies in detail:

Return deadline:

• You have the right to return your order within 30 days of receiving the goods.

Return conditions:

• Please take care to avoid damage and contamination of the packaging
• Please return the goods in the original packaging including all accessories
• For hygiene reasons, cosmetic products may only be returned if they are still sealed.
• All samples/free gifts must also be returned.

Return address:

• Please send the goods to Bloom and Shine GmbH, Am Sandweg 34, 01454 Radeberg.
• Please send us the tracking number of your return so that we can track it

Return shipping costs:

• The buyer is responsible for the return shipping costs unless the return is due to an error on our part or a defective product.

Exchange of products:

• If you would like to exchange a product, please return the unwanted product in accordance with our returns policy and place a new order.

Defective or incorrect products:

• If you have received a defective or incorrect product, please contact our customer service immediately. We will resolve the issue as quickly as possible and offer you a replacement or refund.

Refunds:

• Refunds are typically processed within 7–10 business days of receipt and inspection of the return.

We want to make sure you are completely satisfied with your purchase from Bloom & Glow. If you have any questions or concerns about our return policy, our customer service team is happy to help.

Right of withdrawal for consumers
(Consumer is any natural person who concludes a legal transaction for purposes that are predominantly neither part of their commercial nor their independent professional activity can.)

Withdrawal policy

Right of withdrawal
You have the right to withdraw from this contract within 30 days without giving reasons.
The withdrawal period is 30 days from the day,

- on which you or someone named by you Third party, who is not the carrier, has or has taken possession of the goods, provided that you have ordered one or more goods as part of a single order and these are or will be delivered uniformly;

- on which you or a third party named by you who is not the carrier has or has taken possession of the last goods, provided that you have ordered several goods as part of a single order and these are delivered separately will;

- on which you or a third party named by you who is not the carrier has or has taken possession of the last partial shipment or the last piece, provided you have ordered goods that are delivered in several partial shipments or pieces;

To exercise your right of withdrawal, you must contact us (Bloom and Shine GmbH, Am Sandweg 34, 01454 Radeberg, telephone number: +49(0)3528-48786-00, email address: [email protected]) by means of a clear statement (e.g. a letter sent by post or an email) of your decision to withdraw from this contract. You can use the attached sample withdrawal form, although this is not mandatory.

You can also exercise your right of withdrawal online using a correspondingly labeled button ("Withdraw from contract" or similar name) on our website (www.bloom-glow.com). If you use this online function, we will immediately send you a confirmation of receipt on a durable medium (e.g. by email) with information on the content of the withdrawal declaration as well as the date and time of its receipt.

To meet the withdrawal deadline, it is sufficient that you send the notification of your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we will refund to you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choosing a type of delivery other than the cheapest standard delivery offered by us), immediately and no later than 14 days from the day on which we received notification of your withdrawal of this contract. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; in no case will you be charged any fees for this repayment.

We may refuse repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is the earlier.

You must return the goods to us immediately and in any case no later than 14 days from the day on which you notify us of your withdrawal of this contract to return or hand over. The deadline is met if you send the goods before the deadline of 14 days has expired.

You bear the direct costs of returning the goods.

You only have to pay for any loss in value of the goods if this loss in value is due to handling them that is not necessary to check the nature, properties and functionality of the goods.

Reasons for exclusion or expiry

The right of withdrawal does not apply to contracts

- for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which is clear are tailored to the personal needs of the consumer;
- for the delivery of goods that can spoil quickly or whose expiry date would quickly be exceeded;
- for the delivery of alcoholic beverages, the price of which was agreed upon conclusion of the contract, but which can be delivered no earlier than 30 days after conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no influence;
- for the delivery of Newspapers, magazines or magazines with the exception of subscription contracts.

The right of withdrawal expires prematurely for contracts

- for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
- for the delivery of goods if, due to their nature, they are inseparably mixed with other goods after delivery were;
- to deliver audio or video recordings or computer software in a sealed package if the seal has been removed after delivery.

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Sample withdrawal form

(If you want to withdraw from the contract, please fill out this form and send it back.)

- To Bloom and Shine GmbH, Am Sandweg 34, 01454 Radeberg, email address: [email protected] :

- I/we hereby withdraw from (*) the contract concluded by me/us (*) for the purchase of the following goods (*)/
  the provision of the following service (*)

- Ordered on (*)/ received on (*)

- Name of the consumer(s)
- Address of the consumer(s)
- Signature of the consumer(s) (only for paper notification)
- Date

(*) Strike out what is not applicable.

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Supplementary withdrawal policy for digital offers and services

As of this supplement: September 13, 2026. The following instructions apply to separately agreed services and digital offers, in particular the paid AI skin analysis including the digitally provided evaluation. The above regulations, including the 30-day withdrawal period for goods granted there, remain unchanged. The statutory 14-day period mentioned below refers to the digital offers and services described here, unless you are expressly granted a longer period for the specific offer.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reasons.

The withdrawal period is 14 days from the day the contract is concluded.

In order to exercise your right of withdrawal, you must inform us (Bloom and Shine GmbH, Am Sandweg 34, 01454 Radeberg, telephone number: +49(0)3528-48786-00, email address: [email protected]) of your decision to withdraw from this contract by means of a clear statement, for example a letter sent by post or an email. You can use the model withdrawal form above, although this is not mandatory. If possible, please identify the order concerned or the digital offer; no specific wording is required.

You can also declare your withdrawal using the electronic withdrawal function offered on our website. The use of this function is not a prerequisite for an effective withdrawal. If you use the electronic withdrawal function, you will immediately receive a confirmation of receipt on a durable medium, for example by email, with the content of your declaration as well as the date and time of its receipt.

In order to meet the withdrawal deadline, it is sufficient that you send the notification of your exercise of the right of withdrawal before the withdrawal period has expired. The legal rules regarding a later start of the deadline in the event of improper instruction remain unaffected.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse you immediately and at the latest within 14 days from the day on which we received notification of your withdrawal of this contract, all payments that we have received from you, including delivery costs, with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees for this repayment.

If the offer is provided exclusively digitally, no physical goods need to be returned. A refund is not dependent on you accepting a voucher instead of cash. In the event of an effective withdrawal, access to the withdrawd digital service and unused authorizations exclusively from this contract may be terminated. Legal rights from other orders remain unaffected.

Start of a service during the withdrawal period

In the case of a paid service, including a digital service, the right of withdrawal expires before the end of the withdrawal period only if the agreed service has been fully provided and only if you have expressly agreed before the start of the service that we will begin the service before the end of the withdrawal period and at the same time have confirmed your knowledge that your right of withdrawal expires when we have fully fulfilled the contract. A promised further service or period of provision must be taken into account when assessing whether the contract has been fully fulfilled. The legal requirements of Section 356 Paragraph 5 of the German Civil Code (BGB) are decisive.

If you have expressly requested that a paid service begin during the withdrawal period and you have been properly informed about your right of withdrawal and the obligation to pay compensation, in the event of a withdrawal you will have to pay an appropriate amount which corresponds to the proportion of the services provided up to your notification of the exercise of the right of withdrawal compared to the total scope of the services provided for in the contract. If the legal requirements of Section 357a Paragraph 2 BGB are missing, no compensation is to be paid.

Special feature for digital content without physical storage media

If the subject of a separate contract is the provision of digital content without a physical data carrier, § 356 Para. 6 No. 2 BGB applies to premature expiry of a paid contract. After that, all requirements must be met: We have started fulfilling the contract; You have expressly agreed to the start before the end of the withdrawal period; You have confirmed your knowledge that your right of withdrawal expires with this start; and we have provided you with a confirmation in accordance with Section 312f of the German Civil Code (BGB) on a durable data medium, in which the necessary consent and confirmation of knowledge are recorded. Simply describing the offer as “digital” is not enough.

If you effectively withdraw from a contract for the provision of digital content without a physical data carrier, no compensation is to be paid for the digital content provided up to that point in accordance with Section 357a Paragraph 3 of the German Civil Code (BGB). Whether an offer is about a digital service or digital content is determined by the actually agreed service and not just by the name in the shop.

Photo upload, data protection consent and analysis authorization

Consent to the processing or transmission of a skin photo is a data protection declaration. In itself, it is neither a consent to the premature expiry of the contractual right of withdrawal nor a confirmation of knowledge of such a loss of rights. Logging into the customer account, redeeming an analysis code, uploading a photo or clicking an analysis button does not automatically replace the express declarations and confirmations required in each case. Without this being effectively obtained, we do not claim that the right of withdrawal expires prematurely simply because of the start of the analysis.

Conversely, a data protection withdrawal or the deletion of an evaluation does not automatically lead to withdrawal from the purchase contract. If you want both, you can explain this in the same message. The deletion of photos and evaluations is also governed by the data protection information. A stated technical availability of 90 days is neither the withdrawal period nor a shortening of your legal guarantee rights.

A free consultation via “Ask Thu”, a test, a product selection, a learning offer or playing does not in itself trigger an obligation to pay. If a legal right of withdrawal still exists in the case of a free offer due to the provision of personal data, this remains unaffected. Section 356 Paragraph 5 No. 1 of the German Civil Code (BGB) applies to its premature expiry in the case of fully provided free services and Section 356 Paragraph 6 No. 1 of the German Civil Code (BGB) applies to free digital content. Regardless of this, consent under data protection law remains revocable.

If an analysis authorization was granted as a benefit for an order for goods or as part of a promotion, this does not restrict the right of withdrawal for the order for goods. The loss of a free entitlement does not automatically result in an additional entitlement to payment. The above legal rules apply to services ordered for a fee. Your rights in the event of a defective or non-provided digital service, in particular the legal rights for digital products according to §§ 327 ff. BGB, remain unaffected.