Refund policy

Updated 09/12/2025

1. Shipping & Delivery

We aim to deliver all orders to the address and timeframe specified at checkout. However, delays may occur due to circumstances beyond our control (e.g., customs, courier delays, force majeure).
Bruno’s Glam is not responsible for losses or delays caused by such external factors.

If you require assistance with delivery issues, please contact our support team and we will help coordinate with the courier when possible.

2. Returns & Refund Requests

To initiate a return or refund, please contact us and provide:

Order number
Full name
Product name
Reason for return
Photos (if applicable)

Our customer support will evaluate the request and guide you through the process based on applicable consumer laws and our internal policies.

3. Return Conditions for Non-Defective (Quality) Goods

Customers may return non-defective items within 14 days from the date of receipt, provided that all conditions are met:

Product must be unused
Original packaging must be intact, clean, undamaged
Product must retain its commercial appearance
All accessories and components must be included

Products that do not meet these criteria may be refused.

Important:
Items that belong to the non-returnable categories under retail and hygiene regulations — such as cosmetics, skincare, perfumes, and other personal-use beauty products whose packaging or hygiene seal has been opened or damaged cannot be returned unless defective.
In these cases, our approval is required before any return is accepted.

4. Returns of Defective or Low-Quality Goods

If you receive a defective item:

The defect will be assessed
The item may be repaired, replaced, or refunded
Shipping costs for defective returns will be fully reimbursed

Refunds for defective goods follow the laws applicable in the customer’s region.

5. Refund Processing

Refunds for approved returns of goods in good condition are issued within 5 business days after the returned product is received and inspected.

Please note:

Original shipping fees are non-refundable, unless the item was defective.
Refunds are issued to the original payment method only.

6. Unclaimed Shipments (Very Important)

If a buyer does not collect their order from the pickup point, courier, or store within the required timeframe and the parcel is returned to us, the order is considered unfulfilled due to the buyer’s fault.

In such cases:

6.1 Refund Eligibility

A refund will be issued only after:

The parcel is returned to us, and
The item is in good, resellable condition

If the item was damaged due to improper storage conditions (e.g., heat exposure in parcel locker, moisture, etc.), Bruno’s Glam reserves the right to:

Deduct the damage amount from the refund, and
Provide evidence of the damage if needed

6.2 Calculation of Refunds for Unclaimed Orders

If the buyer did not collect the parcel:

Actual delivery costs are non-refundable
If free shipping was applied, the standard shipping fee valid at the time of order will be deducted from the refund
A €2 administrative fee applies for handling, processing, and return logistics

6.3 Redelivery

If the customer wants the same order shipped again, the full shipping fee for the new dispatch must be paid.

6.4 14-Day Return Period

The 14-day return period begins only when the goods are actually delivered to the buyer.
A shipment that was not collected is not considered received.

7. When We May Refuse a Return

Bruno’s Glam reserves the right to decline a return if:

Return conditions are not met
The item is used or damaged by the customer
The product belongs to a non-returnable category
The return was sent without prior authorization

In such cases, the product may be returned to the buyer at their own cost.
If the buyer refuses to cover the return shipping, the item will be stored for up to 10 working days, after which it may be disposed of.