Refund policy

 Return & Refund Policy

*RCK mikaella beauty GmbH · rckglow.com*

We have a **30-day return policy**, which means you have 30 days after receiving your item to request a return — as long as the item is unopened and its hygiene seal is intact. This is our voluntary promise on top of your legal rights, which are described in full below and are never limited by this policy.

 Eligibility for our 30-day return promise

To be eligible for our voluntary 30-day return, your item must be **unopened and unused, with the hygiene seal intact, and in its original packaging**. You'll also need the receipt, order number or other proof of purchase.

 How to start a return

To start a return, contact us at service@rckglow.com  with your order number. Returns should be sent to:

RCK Returns

Mikaella Beauty GmbH
Lilienthalstr. 8
85399 Hallbergmoos
Germany

Once your return is registered, we'll send you a **prepaid return shipping label** and instructions on how and where to send your package. To help us process your return quickly, please contact us before sending items back.

You can always contact us with any return question at **service@rckglow.com**.

 Damages and issues

Please inspect your order upon reception and contact us if an item is defective, damaged, or if you received the wrong item, so we can make it right. For defective or incorrect items **we always cover the return shipping**, and you have the statutory warranty rights (Gewährleistung) that apply for **two years** under German/EU law — independently of this return policy and of the withdrawal right below.

 Opened beauty products (hygiene exception)

For reasons of health protection and hygiene, **sealed cosmetics, skincare, makeup and fragrance products cannot be returned once the hygiene seal has been removed after delivery** (§ 312g para. 2 no. 3 German Civil Code (BGB) / Art. 16(e) Directive 2011/83/EU). Please only remove the seal once you're sure you want to keep the item.

This is the only hygiene-related exception we apply. It does not affect your rights for defective or damaged products, and unopened, sealed beauty products can always be returned within the timeframes in this policy.

Gift cards are excluded from our voluntary 30-day return promise. Sale and promotional items *can be returned like any other item  your legal rights apply to them in full.

 Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

## Your statutory 14-day right of withdrawal (EU / Germany)

If your order is delivered within the European Union, you additionally have the **legal right to withdraw from your purchase within 14 days, for any reason and without justification**. This right applies regardless of the conditions of our voluntary 30-day promise above.

The withdrawal period is 14 days from the day on which you, or a third party indicated by you (other than the carrier), take physical possession of the goods — or of the last item, if your order is delivered in several shipments.

To exercise this right, inform us of your decision by an unequivocal statement (e.g. an e-mail to **service@rckglow.com** or a letter to the address above). You may use our **Model Withdrawal Form** [link to PDF], but you don't have to. To meet the deadline, it's enough to send your notice before the 14-day period expires.

**Effects of withdrawal:** We will reimburse all payments received from you, including standard delivery costs (excluding any extra cost of a faster delivery option you chose), without undue delay and no later than **14 days** from the day we're informed of your withdrawal. The refund goes to the **same payment method** you used, at no fee to you. We may withhold the refund until we've received the goods back or you've provided proof of sending them, whichever comes first. You must send the goods back no later than 14 days after notifying us; **we bear the direct cost of returning the goods**. You're only liable for any diminished value resulting from handling beyond what's needed to establish the nature, characteristics and functioning of the goods.

The withdrawal right does not apply to sealed hygiene products once unsealed, as described above.

 Refunds

We'll notify you once we've received and inspected your return. Refunds are issued to your **original payment method within 14 days at the latest* of your withdrawal notice (and typically within a few business days of the returned item arriving). Please remember it can also take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return arrived and you haven't received your refund, contact us at service@rckglow.com