1. Programme organiser and purpose

The GLOW CLUB loyalty programme (the “Programme”) is operated by Mikrokosmos d.o.o. za trgovinu, Jobova 3, 21000 Split, Croatia, personal identification number (OIB) 69136673195 (“Mikrokosmos”).

The Programme is free to join and is open to individuals of legal age who shop for personal use at mikrokosmos.hr. Customers in any country to which Mikrokosmos delivers may participate. Business customers (B2B) are excluded.

These Terms govern Programme membership, tiers and benefits. The Mikrokosmos general terms and conditions of sale also apply to product purchases. The Programme rules to not limit consumers’ statutory rights.

2. Membership activation

New retail customers are enrolled automatically when they register an account. The registration form explains that creating an account includes free Programme membership and makes the Programme information and these Terms available in advance. By registering, customers acknowledge these Terms. Members may leave the Programme from their account.

Existing registered customers are enrolled when the Programme launches. They receive advance notice and may opt out.

Membership does not require consent to receive the newsletter or other marketing communications.

Customers may shop without participating in the Programme.

Membership and benefits are for personal use. Members may not open additional accounts to claim one-off rewards more than once.

Purchases linked to an account or a verified email address count only once. If a purchase has not been correctly linked to their account, the member may contact info@mikrokosmos.hr to have it checked.

3. Membership tiers

A member’s tier is based on eligible spending in the preceding 12 months. The highest tier for which the member has met the threshold applies.

Eligible spending is the value of products, including VAT, after all discounts, redeemed loyalty benefits and recorded returns. Delivery charges, fees, gifts and free samples are excluded.

Only orders placed in euros in the preceding 12 months with the status “Completed” count.

Orders that are being processed, are on hold, have been cancelled or returned in full, or have only the status “Delivered” to not count as completed purchases. For a partial return, the remaining eligible value counts.

A member’s tier may rise or fall as new purchases are completed, products are returned or older orders fall outside the 12-month period.

When existing customers are enrolled at launch, their eligible purchases from the preceding 12 months count towards their tier, including purchases made before launch. Cashback is not awarded retrospectively for those purchases.

If an administrative error prevents a properly fulfilled order from receiving the correct status, Mikrokosmos will check the order, correct its records and award the benefits due.

4. Tier applicable to a new purchase

The cashback rate is determined by the member’s tier when the order is placed.

A customer with no previous eligible spending earns 2% cashback on their first purchase. If that purchase qualifies them for a higher tier, the new tier applies to orders placed after the qualifying order is marked “Completed”.

Existing customers whose past spending has been credited earn cashback immediately at the rate for the tier determined by that spending.

A subsequent tier change does not alter the cashback rate applied to an order already placed.

Adjustments may still be made for returns, cancellations or calculation errors.

5. What cashback means

Cashback is promotional credit denominated in euros that can be used as a discount on future purchases in the Mikrokosmos online store.

Cashback and other Programme rewards expressed in monetary terms have no cash value, cannot be paid out in cash and cannot be transferred to another person.

This rule does not limit a customer’s statutory right to a refund for products purchased.

6. Earning cashback on purchases

Cashback is calculated on the total eligible value of products in each order, including VAT, after all discounts and redeemed loyalty benefits have been applied. Delivery charges and other fees are excluded from the calculation.

The following items to not earn cashback:

• Products with a total promotional discount of 20% or more

• Gifts

• Free samples

The 20% threshold is determined by the combined effect of price reductions and applicable coupons on each product. Successive discount percentages are not simply added together. For example, a 15% price reduction followed by a 10% coupon gives a total discount of 23.5%.

Redeeming cashback, a referral reward or a birthday reward does not count towards this promotional discount percentage.

The total cashback for an order is rounded to the nearest cent. For example, 2% cashback on an eligible amount of €36.90 comes to €0.74.

Cashback becomes available seven days after the order is marked “Completed”, subject to any adjustments for cancellations or returns.

7. Using and combining benefits

Members must sign in to their account to use their benefits.

Cashback, the discount for referred customers and the birthday reward may be combined with one another and with other coupons and price reductions.

Together, loyalty benefits may cover up to 50% of the value of the products after price reductions and other coupons have been applied but before loyalty benefits are applied. Delivery charges and fees are excluded from this calculation and cannot be paid with loyalty benefits.

The minimum purchase value for each reward is based on the value of the products, including VAT, after price reductions and other coupons but before loyalty benefits are applied. Delivery charges and fees are excluded.

The discount for referred customers and the birthday reward must each be used in full in a single order. Regular cashback may be used in part.

If the combined benefits would exceed the 50% limit, the amount of regular cashback applied is reduced so that the selected birthday reward can be used in full. If the selected one-off rewards alone exceed the limit, the member must select fewer of them.

Of the available rewards that meet the conditions for use, those that expire first take priority.

The benefits applied, the discount amount and the final amount payable are shown before the order is confirmed.

8. Reward validity periods

Cashback earned on purchases, cashback earned by the person who referred a customer are valid for three calendar months from the date they become available.

The €5.00 discount for a referred new customer is valid for three calendar months from the date the referral is activated in their account.

Each reward has its own expiry date. A new purchase does not extend the validity of previously awarded rewards.

If the month of expiry has no corresponding date, the reward expires on the last day of that month. For example, a reward that becomes available on 31 January expires on 30 April.

A birthday reward is valid for 30 days from the member’s birthday or, where the rules for 29 February apply, from the date of award.

Available balances and expiry dates are shown in the member’s account. Once a reward expires, it can no longer be used, subject to the exception for returns resulting from a Mikrokosmos error or a defective product.

9. Referrals – “Give €5, get €5”

A referred new customer who uses a valid referral receives €5.00 off their first eligible purchase of products worth at least €39.00.

A new customer is someone who has never completed a purchase with Mikrokosmos, regardless of when they registered.

Cancelled or uncollected orders to not affect new customer status. Returning a previously completed purchase in full does not restore that status.

Only one referral may be applied to an order. Customers may not refer themselves, including through an additional account.

The person who referred the customer earns €5.00 in cashback for the eligible purchase. The reward becomes available seven days after that order is marked “Completed”.

There is no limit on referral rewards, provided each referral brings in a different new customer and meets the qualifying conditions.

A partial return does not cancel the referring person’s reward, even if the value of the products kept falls below €39.00.

Cancellation or return of the entire order cancels the corresponding referral reward. If the reward has already been used, the corresponding amount is deducted from future rewards. No cash repayment is required.

Members share referrals using a code or a link. They to not need to provide Mikrokosmos with another person’s personal data to send an invitation.

10. Birthday reward

Members who enter their day and month of birth receive one birthday reward per year, based on their tier on the date the reward is awarded.

The reward is awarded on the member’s birthday. Members may enter their birthday on the day itself and receive the reward for that year.

Members born on 29 February receive their reward on 28 February in non-leap years.

Birthday rewards are not awarded retrospectively. If a member’s birthday has already passed when they register, enter their birthday or when the Programme launches, they first qualify for the reward the following year.

The reward is valid for 30 days and must be used in full in a single order. A subsequent tier change does not affect the amount of a reward already awarded or its minimum purchase value.

Providing a birthday is voluntary and is not required for other benefits. A member who needs to correct a birthday already entered must contact customer support. Correcting an error does not entitle the member to an additional reward that year.

11. Gifts with orders

All customers placing an order in euros receive the applicable gift package, regardless of membership or tier. No special code is required.

The value used to determine the gift package is calculated after all discounts and redeemed loyalty benefits, excluding delivery charges and fees.

The types of samples and products depend on stock. The promised number of samples and mini products is guaranteed unless a different offer is clearly shown before purchase.

If a confirmed gift subsequently becomes unavailable, Mikrokosmos may not omit it unilaterally.

Mikrokosmos will agree a suitable replacement or another solution with the customer.

12. Free delivery for Cosmic members

Cosmic members receive free BOX NOW delivery within the Republic of Croatia, with no minimum order value, whenever that delivery option is available for the order and destination selected.

Eligibility depends on the member’s tier when the order is placed. A purchase that first qualifies the member for Cosmic unlocks this benefit for subsequent orders once the qualifying order is marked “Completed”.

For other delivery services and for delivery outside Croatia, the prices shown before the purchase is confirmed apply.

13. Cancellations, returns and adjustments

Cancellations and product returns may reduce both the spending that counts towards a member’s tier and the cashback earned on the purchase.

For a partial return, the adjustment applies to the products returned. The customer receives a refund of the amount actually paid for those products, in accordance with their statutory rights.

If cashback or another loyalty benefit was used for the purchase, the portion allocated to the returned products is credited back. That portion is restored as a benefit and cannot be paid out in cash.

A restored benefit retains its original expiry date. If that date has already passed, the benefit is not renewed.

An exception applies if a return results from a Mikrokosmos error or a defective product. In that case, the restored benefit is valid for at least 30 days from the date it is credited back to the member’s account, or until its original expiry date if that is later.

A partial return does not cancel the entire birthday reward used for the purchase solely because the products kept no longer meet the minimum purchase value.

As an exception, the restored portion of a birthday reward may be used again in full, subject to the original minimum purchase value and the expiry rules set out above.

If a first order is cancelled or left uncollected, the discount for the referred customer may be used again within its original validity period. No new rewards are awarded and the expiry dates are not extended.

If cashback earned on a returned or cancelled purchase has already been used, the corresponding amount may be deducted from future rewards. The member is not required to make a cash payment for this adjustment.

Section 9 sets out the specific rules for the reward earned by the person who referred a customer.

The Programme rules to not limit the right of withdrawal, rights in respect of defective products or the statutory right to a refund of the price paid and any applicable costs. Reward adjustments to not constitute a fee or penalty for exercising those rights.

14. Misuse and account security

Members must provide their own accurate details and keep their account login credentials secure.

If Mikrokosmos has reasonable grounds to suspect misuse, it may temporarily suspend the use of the rewards in question while it investigates. It will inform the member of the reason and give them an opportunity to respond.

Only rewards found to have been obtained in breach of these Terms will be cancelled. Calculation errors will be corrected and an explanation provided.

15. Ending membership

Members may leave the Programme free of charge by emailing info@mikrokosmos.hr.

Before ending their membership, members may use any remaining rewards within their validity periods or request immediate closure and forfeit those rewards. Members must be clearly informed that they will lose any remaining rewards before they confirm immediate closure.

Leaving the Programme does not affect rights relating to earlier purchases.

16. Personal data and communications

Mikrokosmos d.o.o. is the controller of personal data.

To administer the Programme, Mikrokosmos uses account details, purchase and return data, and records of membership tiers, referrals and the award, redemption and expiry of rewards.

For the birthday benefit, members may voluntarily provide their day and month of birth only.

The Privacy Policy sets out the purposes and legal bases for processing, recipients, retention periods, any data transfers and members’ rights.

Membership does not constitute consent to receive the newsletter. Operational notices needed to administer the Programme are kept separate from marketing communications.

Members may contact info@mikrokosmos.hr with questions or to exercise their rights regarding personal data. They have the right to lodge a complaint with the Croatian Personal Data Protection Agency.

17. Changes to and termination of the Programme

Mikrokosmos may change the Programme in response to changes in legislation or technical conditions, or for justified business reasons.

Mikrokosmos will announce changes that are unfavourable to members at least 30 days in advance, both by email and by posting a notice in the Programme, unless a binding legal provision requires a shorter notice period.

Changes will not reduce the value of rewards already earned or shorten their validity periods.

Mikrokosmos will give at least 30 days’ notice before ending the Programme. Members will stop earning new rewards on the announced end date. Rewards already earned may be used until their original expiry dates, and pending rewards will become available under the conditions in effect when they were earned.

18. Complaints and governing law

Written complaints may be submitted in either of the following ways:

• By email to info@mikrokosmos.hr

• By post to Mikrokosmos d.o.o., Jobova 3, 21000 Split, Croatia

We will acknowledge receipt of a complaint without delay. We will provide a written response within 15 days of receipt, clearly stating whether we consider the complaint justified.

Croatian law governs the Programme. Consumers retain the mandatory protections afforded by the applicable laws of the country of their habitual residence.

These Terms to not prevent consumers from contacting the competent authorities, using available out- of-court dispute resolution procedures or seeking redress in court.