COMPLAINT MANAGEMENT POLICY AND SUBMISSION PROCEDURE

Purpose and Objective

GLOW ERA aims for the continuous improvement of the services it provides to its customers—consumers of its products. Effective complaint management is fundamental to delivering quality services and serves as a crucial mechanism for receiving feedback from customers to identify weaknesses, ultimately leading to the company’s continuous improvement.

To this end, the company has established and developed a Complaint Management Policy and has defined guidelines for how complaints will be received and handled. The implementation of this policy ensures that complaints are processed fairly, promptly, and effectively, maintaining confidentiality.

Policy Statement

Through this policy, GLOWERA commits to the following:

The complaint will be studied in depth with careful handling.

The process will be fair both to the customer and any employee of the company mentioned in the complaint.

No charges will be applied for submitting a complaint.

The policy will always be available on the company’s website, www.glowera.eu.

Personal data protection will be fully respected in accordance with European Union regulations and applicable legal frameworks (General Data Protection Regulation & Law 4624/2019).

Complaints will be recorded and analyzed regularly to identify and resolve problematic procedures and practices, preventing recurring omissions.

The individuals mentioned in the complaint or those responsible for complaint management will not participate in investigating the complaint if there is a conflict of interest.

Company staff will be continuously trained and have direct access to the complaint management policy to ensure effective handling.

Policy Review

The complaint management system included in this policy and the internal procedures implemented will be reviewed at least annually to ensure transparency, efficiency, and maximum customer satisfaction. For this reason, it is important to monitor updates as they are posted on the company’s website, www.glowera.eu.

Complaint Submission Process

Who can submit a complaint?

Any complaint can be submitted by any customer of the cosmetic products we provide, whether through remote purchases (e-shop, telephone orders), at our physical store, branches, or any officially partnered sales locations.

First Point of Contact

If you are dissatisfied with any of the products we offer, please first contact our sales & customer service department, which is always available to discuss with you the most suitable and beneficial way to resolve or manage the issue. Our goal is to provide an immediate solution in the first instance, ensuring you receive quality service.

Stages of Complaint Submission

If you feel that further investigation of the issue is necessary, you should submit an official complaint in writing (via email) to [email protected] for independent examination of the matter.

Once you receive a response and are still dissatisfied with the handling of your complaint, you may contact us in writing at:

“NTINOS LEONIDAS CHARISSIOS”

GEMI No. 152768904000, TIN No. 135544135, Tax Office Z’ Thessaloniki

Email: [email protected], Phone: (0030) 2310024587

Address: Thermi, Thessaloniki, Matsouka & Athanasios Diakou St., Zip Code: 57001

Please note that all official complaints must be submitted in writing. This ensures the protection of your rights and allows us to manage all complaints fairly, discreetly, effectively, and consistently.

We kindly ask you to:

• Include order details and your contact information
• Clearly describe your complaint
• Be specific about the reasons for your complaint
• Mention your expectations regarding the resolution of the issue

Complaint Handling Timeframe

If the response to your official complaint cannot be provided immediately, the investigation will proceed within the following timeframes:

• A receipt acknowledgment will be sent within two business days from the date of receipt.
• The complaint will be investigated within 20 business days, and you will receive a response.
• In exceptional cases where more time is required for thorough investigation, a written extension request will be made. The letter will specify any additional information we may need, the actions we have already taken, and those to be taken to complete the investigation, ensuring you are fully informed.
• Our goal will be to send the final response no later than 10 business days from the date we inform you that additional time is required or from the day we receive the additional information requested from you.

Right to Information

During the investigation of your complaint, you have the right to request updates on its progress by contacting the sales & customer service department.