RETURNS AND REFUNDS
RETURNS AND RIGHT OF WITHDRAWAL
If you buy as a consumer, you can withdraw from your purchase within 14 days of the day you receive the products, without giving any reason. If the order arrives in several shipments, the 14 days start from the delivery of the last product.
How to withdraw
- online, on the Withdraw from the contract here page: enter your name, email and order number, confirm with the "Confirm withdrawal" button and we will email you an acknowledgement of receipt. The link is always at the bottom of every page of the website;
- through the self-service portal in your customer account;
- by email to shop.officinaestetica@gmail.com, also using the model withdrawal form you find in the Terms and conditions.
A clear statement of your decision to withdraw, sent before the 14 days expire, is enough.
Returning the products
- Send the products back within 14 days of the day you told us you are withdrawing, to the address we give you.
- Return shipping costs are paid by you. We do not accept freight-collect shipments (where we would pay the carrier on arrival).
- Until the parcel reaches us, transport is your responsibility: we recommend a tracked shipment and suitable packaging.
- You can also return just part of the order.
Products excluded from withdrawal
Almost all our cosmetics have a tamper seal under the cap. For hygiene and health protection reasons, the right of withdrawal does not apply to sealed products whose seal has been removed or broken after delivery (Article 59(1)(e) of the Italian Consumer Code). If the seal is intact, the product can be returned.
Condition of returned products
You may handle the product as much as needed to check its nature and characteristics, as you would in a shop. You are only liable for any loss of value caused by handling beyond this: in that case the refund may be reduced accordingly, and we will tell you before refunding. Please return the products complete and, if possible, in their original packaging.
Refund
We refund you within 14 days of the day we receive your withdrawal notice: the price of the products and the delivery costs you paid, up to the cost of the cheapest standard delivery we offer. We may withhold the refund until we receive the products or until you show proof of having sent them back, whichever comes first. We refund with the same payment method used for the purchase, at no cost to you.
Faulty, damaged or non-conforming products
If a product arrives faulty, damaged or different from what you ordered, write to us: return costs are on us. In these cases the 2-year legal guarantee of conformity from delivery applies, which is different from the right of withdrawal. If the parcel looks damaged on delivery, accept it with reservation (see Shipping).
ORDER CANCELLATION
You can cancel your order until it has been processed, from the Orders section of your customer account or by writing to shop.officinaestetica@gmail.com.
