Refund policy
Right of withdrawal, returns and refunds
Essential Glow Design sells two types of products: crochet patterns in PDF format, sent by email, and physical items, delivered to an address in France. In both cases you have a 14-day right of withdrawal, but the way it works is different: see the details below.
You do not have to give any reason, and no penalty applies.
PDF patterns
You have 14 days from your order to exercise your right of withdrawal, even if you have already downloaded the file. We do not apply any exception to this right. If your order also contains a physical item, the period is longer: see "Orders containing patterns and a physical item" below.
There is nothing to send back: no return by postal mail, no return costs, no packaging.
The refund is made within 14 days at the latest after we receive your request, to the payment method used for the order, at no cost to you. Your access to the file is then deactivated.
Physical items
You have 14 days from receipt of the item, by you or by a person you have designated (other than the carrier), to exercise your right of withdrawal. If your order is delivered in several parcels, the period runs from receipt of the last one.
- First, tell us about your decision within this period (see "How to exercise this right" below).
- Then send the item back no later than 14 days after telling us about your decision, to the following address: Essential Glow Design, 190 bis avenue Anatole France, 59410 Anzin, France.
- The cost of sending the item back is paid by you. It is not refunded.
- Include everything that was in the parcel. We recommend packing the item carefully; a tracked shipment lets you prove that you sent it.
You may handle the item to check its nature, characteristics and proper functioning. You may only be held liable for any loss in value of the item resulting from other handling.
Refund of a physical item
We refund you no later than 14 days after being informed of your decision to withdraw. The refund includes the price of the item and the original delivery costs, up to the cost of the standard delivery offered at the time of the order. It is made to the payment method used for the order and does not cost you anything.
We may withhold the refund until we have received the item back or until you have provided proof that you have sent it, whichever comes first.
Orders containing patterns and a physical item
You may withdraw from the whole order or from only part of it, for example keep your patterns and send the item back. For such an order, the 14-day period runs, for the whole order, from receipt of the item (or of the last item).
Only physical items need to be sent back, at your expense, under the conditions above. Patterns do not need to be sent back: their refund follows the rules for PDF patterns and their access is deactivated.
Free pattern with a mug
When the offer "1 mug purchased = 1 free PDF pattern" is shown on the mug's product page, the free pattern is not charged to you. If you withdraw from the purchase of the mug:
- you have nothing to send back for the free pattern;
- no amount is deducted from your refund for this pattern;
- access to the free pattern may be deactivated.
How to exercise this right
You can:
- send an email to essentialglowdesign@gmail.com, stating your name, your order number and the items concerned;
- send a letter to Essential Glow Design, 190 bis avenue Anatole France, 59410 Anzin, France.
You may use the model withdrawal form reproduced in the appendix of our Terms of Sale. Using it is not mandatory: any statement clearly expressing your decision to withdraw is enough.
You will receive an acknowledgment of receipt. Your request is then reviewed by a person, never automatically.
Damaged, defective or non-conforming item
Independently of the right of withdrawal, you benefit from the legal guarantee of conformity for 2 years from delivery of the item (Articles L.217-3 et seq. of the French Consumer Code) and from the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).
The return costs paid by you only apply to withdrawal: using the legal guarantee of conformity for an item damaged on delivery, defective or non-conforming costs you nothing. If the item has to be sent back to us for this reason, we pay the return costs.
Write to us at essentialglowdesign@gmail.com, stating your order number, describing the problem and attaching photos of the parcel and the item. If the parcel arrived damaged, if possible report the damage to the carrier: this makes your request easier to handle, but your guarantees do not depend on it. These guarantees are described in detail in our Terms of Sale.
Defective or non-conforming file
Independently of the right of withdrawal, you benefit from the legal guarantee of conformity: if the file is unreadable, incomplete or does not match its description, write to us at essentialglowdesign@gmail.com and we will put things right.