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Terms and Conditions

These terms and conditions apply to every order placed with DreamGlow. Articles 1 to 18 are written for orders placed by consumers; they also apply to business customers, but only insofar as article 19 does not provide otherwise. Article 19 itself applies exclusively to business customers and takes precedence over the articles above wherever it departs from them. This version is dated 10 August 2026.

Article 1 — What we mean by these words

In these terms and conditions, we mean by:

  • DreamGlow, we or us: the company described in article 2.
  • Consumer: a natural person who is not ordering for their trade, business, craft or profession.
  • Business customer: any other customer.
  • You: the customer to whom the provision is addressed. Articles 1 to 18 are written for the consumer; they also apply to business customers, but only insofar as article 19 does not provide otherwise. In article 19, “you” always means the business customer.
  • Distance contract: a contract concluded without us being in the same place at the same time — with us, this happens through the webshop.
  • Withdrawal period: the period during which you can change your mind about your purchase without giving a reason.
  • Withdrawal: the statement by which you do that.
  • Withdrawal function: the form on our withdrawal page (currently only available in Dutch) that lets you submit that statement online.
  • Durable medium: any means that allows you to store information in a way that allows future reference and unchanged reproduction. An email or a PDF qualifies; a page on our site that we might change tomorrow does not.
  • Business day: Monday to Friday inclusive, excluding public holidays recognised in the Netherlands.

Article 2 — Who we are

You are buying from:

  • DreamGlow, trade name of [STATUTAIRE NAAM ZOALS IN HET HANDELSREGISTER] ([RECHTSVORM — bijv. eenmanszaak, V.O.F., B.V.])
  • [VESTIGINGSADRES — straat en huisnummer, geen postbus], [POSTCODE EN PLAATS], Nederland
  • Chamber of Commerce (KvK) number: [KVK-NUMMER]
  • VAT identification number: [BTW-IDENTIFICATIENUMMER]
  • Email: service@dreamglow.nl
  • Phone: 020 – 123 45 67
  • Available: werkdagen 9:00 – 17:00

The address above is our registered business address. You can reach us there with any question or complaint about your order, and it is also the address to which you can send a withdrawal.

Article 3 — What these terms apply to, and how to keep them

These terms and conditions apply to every offer on our site and to every contract that follows from it. You can read them before you order: we refer to them at checkout, and on this page you can save and print them at any time. The latter is not a courtesy but a legal requirement (art. 6:233 sub b and art. 6:234 BW (the Dutch Civil Code)): terms you cannot access do not apply.

Would you rather receive them by email? Ask for them via service@dreamglow.nl and we will send them to you. This costs you nothing.

Departing from these terms is possible, but only if we have recorded that departure together. Such an arrangement then applies to that one contract only, not to the next one.

Should a provision of these terms turn out to be void or voidable, the other provisions remain in force. We will then replace that one provision with a valid one that comes as close as possible to its intended purpose.

Article 4 — The offer

Every offer on our site is valid while it is displayed and while stocks last. Each product listing states what you get: a description, the price including VAT, and the information you need to judge whether it is right for you.

Images are as faithful a representation of the product as possible. Colours may appear slightly different on your screen than in reality, and with natural materials — the stone types used in our gua shas and rollers, for example — the pattern and shade differ from one item to the next. That is inherent to the material and is not a defect.

We cannot be held to an obvious mistake or clerical error: if a system error shows a price that is a tenth of what the product actually costs, it is evident to everyone that this was not intended. In such a case, we will let you know as soon as possible, and you will not be bound to anything.

Article 5 — Prices

All prices on our site are in euros and include VAT. Shipping costs are additional; these are shown in your shopping cart before you check out. Within the Netherlands, shipping is €4.95 and free from €75, to Belgium it is €6.95. What is stated under Shipping and delivery applies.

The price shown on your screen at checkout is the price that applies. We do not increase it afterwards.

If we announce a discount, the crossed-out price is the lowest price we charged for the product in the 30 days before that discount. This is required by the Dutch Besluit prijsaanduiding producten (the Decree on Product Price Indication), and it means we cannot raise a price only to then stick a discount on top of it.

Article 6 — How the contract is formed

You place an order using the button with which you check out. That button expressly states that you are entering into a payment obligation; it is required to (art. 6:230v lid 3 BW). If that button says anything else, you are not bound to anything.

The contract is formed the moment we accept your order, and we do so with the confirmation email you receive immediately afterwards. The date of that email is therefore the moment the contract was concluded; the periods referred to in article 8 run from that moment. That email states what you ordered, what you paid, where it is being delivered, and how you can withdraw from the purchase. The email is your evidence and your copy on a durable medium (art. 6:230v lid 7 BW). If you do not receive it, first check your spam folder and then contact us.

We may satisfy ourselves that you can meet your payment obligations and that an order is justified. If we have good reason not to accept an order, we may refuse it or attach conditions to acceptance. We will then let you know with reasons, and you will immediately get back anything you had already paid.

Article 7 — Payment

You can pay with iDEAL, credit card, PayPal and Klarna. Which methods are available at any given time is shown during checkout. The payment itself is processed via [BETAALDIENSTVERLENER — bijv. Mollie B.V.]; we do not see your full payment details.

We do not charge a surcharge for using any payment method. The price is therefore the same whether you pay with iDEAL or with a credit card.

If you choose Klarna, you enter into a separate agreement about that with Klarna itself. Klarna independently assesses whether you qualify and applies its own terms for that. For the payment, you are then bound to Klarna; for the product and for everything stated in these terms, you remain bound to us.

You pay for your order at checkout. The law gives you the right, in a consumer purchase, not to pay more than half in advance (art. 7:26 lid 2 BW). If you wish to make use of that, contact us via service@dreamglow.nl and we will agree on another method of payment.

If anything is wrong with the payment details you provided, please let us know immediately.

Article 8 — Delivery

We deliver to the address you provide with your order. Delivery is carried out by PostNL. As soon as we hand over your parcel, you receive a track-and-trace link by email; the status is also shown in My account.

Under Shipping and delivery you will find our delivery promise: if you order on a business day before 22:00, your parcel leaves that same evening and is delivered the next day. To Belgium it usually takes one business day longer. We mean that promise and organise our work around it — but the last stretch is up to the carrier. It is therefore an effort we make, not a date you can pin us to.

What is a hard deadline: we deliver no later than 30 days after the contract is concluded (art. 7:9 lid 4 BW). If we agree on a later date together, that date applies.

If we miss that deadline, or a date we agreed with you, give us a reasonable additional period in writing. If we miss that one too, you may dissolve the contract and will immediately get back everything you paid. If the delivery date was essential to you and you communicated that when ordering, or this follows from the circumstances, you may dissolve the contract immediately without first giving us an additional period (art. 7:19a BW). Your other rights, such as the right to compensation, continue to exist alongside this.

Risk passes at the moment you actually take possession of the products — or someone you designated who is not the carrier (art. 7:11 BW). If a parcel gets lost in transit or arrives damaged, that is therefore our problem, not yours. Report it to service@dreamglow.nl and we will resolve it.

If we unexpectedly cannot deliver an ordered product, we will let you know as soon as possible and will promptly refund what you paid for it, and in any case within 14 days. We will not send you a replacement product without your agreement.

Article 9 — Right of withdrawal: 30-day cooling-off period

You may cancel your purchase without giving a reason. The law gives you fourteen days for this; we give you 30 days. That extension is not a promotion but a commitment: it is stated here, under Returns and at checkout, and you can rely on it.

The withdrawal period starts on the day after you receive the products — or someone you designated who is not the carrier. If you order several products that we cannot ship at the same time, the period for the entire order does not start until the day after receipt of the last product. If a single product consists of multiple shipments, the day after the last shipment counts.

You may also withdraw from only part of your order. The withdrawal function on our withdrawal page (currently only available in Dutch) lets you choose per item.

If we did not inform you of this right before or when the contract was concluded, the withdrawal period continues to run for up to twelve months after the end of the original period (art. 6:230o lid 2 BW). If we do inform you within those twelve months, the withdrawal period ends 30 days after the day you received that information.

Article 10 — How to withdraw, and what returning costs

There are three routes. They stand side by side: one does not replace the other, and you are free to choose.

  1. The withdrawal function on this site (the form itself is currently only available in Dutch). This is the fastest route: you fill in your order number and email address, select the items and confirm. Such a function has been legally required since 19 June 2026 (art. 11 bis of Directive 2011/83/EU, inserted by Directive (EU) 2023/2673).
  2. The model withdrawal form. Fill it in and send it to service@dreamglow.nl or to our address stated in article 2. Using that form is not mandatory; we make it available because the law requires us to.
  3. Any other unambiguous statement. An email in your own words is sufficient, as long as it shows that you want to withdraw from the purchase.

You do not have to give a reason and we do not ask for one either. What does matter: sending your statement within the withdrawal period. Sent is enough — if you send it on the very last day of the 30, you are on time, even if it reaches us only later. However, you must be able to prove that you sent it (art. 6:230o lid 5 BW), and that is precisely why the withdrawal function is convenient: it sends you a confirmation immediately. With the other two routes as well, we confirm receipt by email, on a durable medium.

After you withdraw, you send the products back within 14 days. Sent on time is on time: what counts is the day you hand over the parcel, not the day we receive it. Pack the products so they arrive with us intact; the original packaging is the most convenient for that, but it is not required.

The direct cost of returning the products is yours to bear and amounts to € 4,95 per shipment. We state that amount here because we are required to have told you before you ordered; if we fail to do so, those costs are ours to bear (art. 6:230s lid 2 BW).

If you return a product because something is wrong with it, these return costs do not apply. That is not a withdrawal but a claim under article 14, and in that case we pay for the return shipment.

Article 11 — What you may do with the products during the withdrawal period

You may unpack, inspect and try the products the way you would in a shop: enough to establish what it is, how it feels and whether it works. You may run a hairbrush through your hair, and hold a gua sha and move it over your cheek.

If you go beyond that, and the value of the product is reduced as a result, we may deduct that reduction in value from your refund. We will then explain where that amount comes from. The reason we are allowed to do this is that we informed you of the right of withdrawal before the contract was concluded; had we not done so, we would not have been allowed to charge anything (art. 6:230s lid 3 BW).

In practice: send the products back clean and leave labels attached where possible. A brush with hair still in it is not a disaster, but it is something that gives us extra work.

Article 12 — Refunds

We refund everything you paid, including the outbound shipping costs, within 14 days of the day you reported your withdrawal (art. 6:230r BW).

Two clarifications on that. If you chose a more expensive shipping method than our standard shipping when ordering, we refund the standard shipping costs, not the additional amount. And if you return only part of your order, the outbound shipping costs remain payable — after all, you would have paid those for the rest of the order too.

We refund using the same payment method you used to pay, unless you agree to something else. Refunds never cost you anything.

We may wait to refund until we have received the products back, or until you have shown that you sent them back — whichever happens first. Proof of shipment from the drop-off point is sufficient; you do not need to wait until the parcel reaches us. What we do NOT do is hold up your refund in order to inspect the products again first: the law does not recognise that condition.

Article 13 — When the right of withdrawal does not apply

For almost everything we sell, the right of withdrawal applies as normal. Hairbrushes, combs, gua shas, rollers, the manicure set and the brushes for children and babies may be tried out and still returned afterwards — even if the box is open and even if you have used the product.

There is one exception, set out in art. 6:230p sub f BW. The right of withdrawal lapses for a product that meets three conditions at the same time:

  1. it was delivered sealed;
  2. the seal was broken after delivery;
  3. it is not suitable for return for reasons of health protection or hygiene.

All three must apply. “Opened” is not the same as “unsealed”, so opening a box is not a reason to lose your right of withdrawal.

In our catalogue this currently concerns one product: Boobtape. That is a roll of self-adhesive tape that you apply directly to the skin and that is delivered sealed. If the seal is broken, we can no longer take it back. If the seal is still intact, you may return it as normal.

If we later add other sealed products applied to the skin to our range, we will state on that product page that this exception applies. If it is not stated there, it does not apply.

This exception does not change your rights in any way if something is wrong with the product. Those rights are set out in article 14 and also apply to a seal you have broken.

Article 14 — What you may expect from a product, and warranty

What you receive must be what you were entitled to expect under the contract (art. 7:17 BW). This takes into account the description on our site, the photos, the properties we mention, and what you may normally expect from this type of product. If that is not the case, the product is not in conformity and you are entitled to a remedy.

That remedy is, in the first instance, free repair or replacement (art. 7:21 BW). If that does not work, takes an unreasonably long time or causes you too much inconvenience, you can have the price reduced or dissolve the purchase (art. 7:22 BW). Returning and re-sending the product cost you nothing in those cases.

If a defect appears within a year of delivery, we assume it was already present at delivery. We must then prove that this is not the case, not you (art. 7:18 lid 2 BW). You also retain your rights after that year; the law does not set an end date. What you may expect depends on the product: you may expect more years from a wooden comb than from a roll of tape.

If you notice something, report it within a reasonable time to service@dreamglow.nl. If you report it within two months of discovering the defect, you are on time in any case (art. 7:23 lid 1 BW).

If we or a manufacturer provide a warranty, it comes on top of your statutory rights and never limits them. That is also not possible: your rights in a consumer purchase are mandatory law, and a warranty condition cannot override that (art. 7:6 BW). A manufacturer that says “one year warranty” therefore says nothing about what you can still ask of us after that year.

Normal wear and tear is not a defect, and neither is damage caused by a fall, by improper use, or by cleaning in a way the instructions advise against. Not sure whether something falls under this? Contact us and send a photo along; we would rather look at it together than have a discussion from a distance.

Article 15 — Complaints

If you have a complaint about a product, about delivery or about us, report it fully and clearly described to service@dreamglow.nl or call 020 – 123 45 67. We are available at werkdagen 9:00 – 17:00.

You will receive a substantive reply within 14 days of receipt. If we need more time to look into something, we will let you know within those 14 days that we have received your complaint, what we are looking into, and when you can expect a more detailed reply.

A complaint does not suspend your other rights: you can rely on your right of withdrawal or on article 14 at the same time.

If we cannot resolve it together, you can turn to ACM ConsuWijzer, the information desk of the Dutch Authority for Consumers and Markets (Autoriteit Consument en Markt). There you will receive independent advice about your rights and the steps you can take: www.consuwijzer.nl. Of course, the option to go to court is always open to you; article 18 describes which court that is.

Article 16 — Liability

If something goes wrong and it is attributable to us, we are liable in accordance with the law. We do not cap that here with a maximum amount, and certainly not with an amount equal to your order: such a clause would not hold up against a consumer, and then nothing would remain of it instead of something. What follows below is therefore not a ceiling, but a description of where our responsibility lies.

We are liable for damage that is the result of a failure attributable to us, to the extent that this damage is so connected with the failure that it can reasonably be attributed to us (art. 6:98 BW).

If damage arises partly due to a circumstance on your side, compensation is in principle divided according to the extent to which each party’s share contributed to it; the law permits a different division if fairness requires it, for example because of the differing degree of blame attributable to the parties. That is not an arrangement of ours but the law (art. 6:101 BW). Examples of such circumstances, not exhaustive and only insofar as the damage is a result of them:

  • a product is used for a purpose other than intended, or otherwise than the instructions for use prescribe;
  • a product is used on damaged or irritated skin, or despite a skin condition for which it is not suitable;
  • the details you provided with your order are incorrect — an address the parcel cannot be delivered to, for example.

How that division works out depends on the case. What is stated here is therefore not an exclusion: it states which circumstances are taken into account, not that we then no longer have to compensate anything.

This article expressly leaves three things untouched, and that is not a formality:

  • liability for death or personal injury. We do not exclude or limit that;
  • liability for intent or deliberate recklessness on our part or on the part of our management;
  • the product liability under afdeling 6.3.3 BW. That rests on the manufacturer and, in the cases the law specifies, on us as supplier. No provision in these terms can affect that in any way.

If you suffer damage, report it as soon as reasonably possible to service@dreamglow.nl, with a description of what happened. The sooner we hear about it, the more we can do.

Article 17.1 — Force majeure

If we cannot meet our obligations due to a circumstance that is not attributable to us and that is also not at our risk, we are not in default during that period (art. 6:75 BW). Think of a nationwide outage at the carrier or a fire in the warehouse. A staff shortage or a supplier that lets us down is not force majeure — that is our problem.

Force majeure only affects compensation, not your right to get out of the contract. If a delivery fails to happen, you retain in full the route set out in article 8: setting an additional period and then dissolving, or dissolving immediately if the delivery date was essential to you. This article does not substitute a waiting period for that.

If a situation of force majeure lasts longer than 30 days, we too may dissolve the contract. You will then get back within 14 days what you paid.

Article 17.2 — Our material and your data

The texts, photos, design and logo on this site belong to us or to our licensors. You may view, share and save them for yourself. Reuse for commercial purposes is only permitted with our written consent.

We need personal data from you for your order. What we do with it, how long we keep it and what rights you have are set out in our privacy policy. Which cookies we place is set out in the cookie policy (currently only available in Dutch: cookiebeleid).

Article 17.3 — Changes to these terms

We may amend these terms, for example if the law changes or if we change how we operate. A change only applies to contracts concluded after that change. The version that applies to your order is therefore the one that was in force on the day we accepted your order.

You can check for yourself which version that is: the date of the version currently published here is shown at the top of these terms. If that date is later than the date of your confirmation email, the text has changed since your order and the previous version applies to you. Request it via service@dreamglow.nl and we will send it to you.

Article 18 — Which law applies and which court you can turn to

Dutch law applies to our contracts. The Vienna Sales Convention (CISG) is excluded.

If you live in another country — Belgium or Germany, for example — this choice of law does not change the protection you derive from mandatory consumer law in your own country. Article 6 of the Rome I Regulation provides that a choice of law may not deprive a consumer of that protection, and we do not try to change anything about that here. If the mandatory law of your country of residence is more favourable to you on a particular point than Dutch law, your law applies on that point.

We do not impose a court on you. Articles 17 to 19 of the Brussels I bis Regulation (recast) give you, as a consumer, the choice: you can sue us before the court of your own place of residence or before the Dutch court. We can only sue you before the court of your place of residence. A choice-of-forum clause that departs from this in advance would have no effect against you; that is why it is not included here.

Try it with us first: article 15 describes how to file a complaint and how quickly you get a reply.

Article 19 — Additional provisions for business customers (this article does not apply to consumers)

This article is addressed exclusively to the business customer: the customer who orders for their trade, business, craft or profession. A consumer does not fall under this; for a consumer, articles 1 to 18 above continue to apply unchanged. For the business customer, this article prevails wherever it departs from the articles above.

The reason for this separation is simple: the protection that consumer law mandatorily prescribes does not apply between businesses. What follows below would not hold up against a consumer and is therefore set out separately.

No right of withdrawal. The right of withdrawal under articles 9 to 13 belongs to consumers only. As a business customer, you cannot cancel an order without a reason. If in a specific case we take something back anyway, that is a goodwill gesture and not a right you can rely on later.

Your purchasing terms. These terms and conditions apply exclusively. We expressly reject the applicability of your general terms and conditions or purchasing terms, even if they state the opposite and even if we have received those terms without objection.

Payment. Orders in the webshop are paid in advance. If payment on invoice has been agreed in writing, you pay within 30 days of the invoice date. If you do not pay on time, you are in default without notice of default and owe the statutory commercial interest from the due date (art. 6:119a BW). The extrajudicial collection costs are then for your account, with a minimum of 15% of the outstanding amount.

Retention of title. Everything we deliver remains our property until you have paid everything you owe under our contracts, including interest and costs (art. 3:92 BW). While that is the case, you may resell the products in the normal course of your business, but you may not pledge them or otherwise encumber them. If you are in default, we may reclaim the products; you grant us advance access for that purpose to the location where they are situated.

Delivery and warranty on our own terms. The maximum delivery period under article 8 and the presumption of proof under article 14 are tailored to consumer purchases and do not apply to you as a business customer. Instead, a delivery period applies to you that is reasonable given the nature of the order, and in the event of a defect the ordinary rules on burden of proof apply — not the presumption that a defect was already present at delivery.

Inspection and duty to complain. You inspect the products on delivery. Visible defects and discrepancies in quantity must be reported within 14 days of delivery; other defects within 14 days of when you discovered them or could have discovered them. Do so in writing and describe what is going on. If you do not report on time, you can no longer rely on it (art. 7:23 BW).

Liability. Our liability towards business customers is limited to the amount our liability insurance pays out in the case concerned, plus the deductible. If the insurance does not pay out, our liability is limited to the invoice amount excluding VAT of the order to which the liability relates. We are not liable for consequential damage, including loss of profit, missed savings, loss of turnover, business disruption and reputational damage.

These limitations do not apply in the case of intent or deliberate recklessness on our part or on the part of our management. Nor do they apply to damage from death or personal injury, or to the product liability under afdeling 6.3.3 BW: that is mandatory law even between businesses, and no limitation can affect it (art. 6:192 lid 1 BW). Furthermore, they do not apply insofar as the law prohibits them.

Time-bar. Any claim against us lapses twelve months after you became aware — or could reasonably have become aware — of the facts on which you base that claim, unless you have initiated legal proceedings within that period.

Set-off and suspension. You may not set off what you owe us against a claim you believe you have against us, and you may not suspend your payment obligation.

Law and court. Dutch law applies to our contracts with business customers, to the exclusion of the Vienna Sales Convention (CISG). We bring disputes before the competent court in the district where DreamGlow is established, unless mandatory law designates a different court.