In the event, that you have a change of heart and want to exchange your item or return it for a refund, before proceeding, we ask you to check that the following conditions are met:
- the product shall be returned only after contacting us, and pending approval by our support team. You will find on your Order history;
- the product must be unused, undamaged, and clean
- for facial masks we can accept returns with refund only if the plastic packaging has not been opened or tampered with
- all returned products will be checked, if anything appears defective or different from the original it will not be accepted
- the product must be returned in the original packaging
- the product must be received within 14 working days from the delivery date
If all these conditions are met, we will refund you the cost of the product without the shipping costs. If you exceed the 14 days deadline, you can always return a product within 30 days from the notification of delivery. However, after this period, every product returned will be managed at our discretion. Typically, customers will receive a refund within 10 working days from receipt of the product. The type of refund will depend on what payment service chosen at the time of purchase.
HOW TO MAKE A RETURN
It is necessary to enter your user area, select the MY ORDERS section, click on DETAIL and write in the request field specifying if it is a Refund or Replacement request.
Alternatively, you can contact customer service only and exclusively at firstname.lastname@example.org, indicating Order number, name, surname and attaching one or more photos that identify the defect. You will be given all the instructions to perform the return.
We only accept requests through the USER AREA and email to keep traceability of every communication and process. For this reason, we cannot take into consideration requests received through other channels.
The free replacement is guaranteed for accepted manufacturing defects in terms of the relative warranty which you can consult the "Maintenance and Warranty" page.