Welcome to the Returns Policy page of Simone Andreoli – Diario Olfattivo. Below are the criteria and procedures for returning products purchased on our website.
Return Conditions
Pursuant to Articles 52 and following of the Consumer Code, the Buyer may exercise the right of withdrawal and request a refund of the order only if all the following conditions are met:
- The Buyer must exercise the right of withdrawal within 14 (fourteen) calendar days from the date of receipt of the order.
- All items included in the order must be returned, including any complimentary samples or discovery kits. Partial returns are not allowed.
- All purchased or complimentary products must be returned in their original packaging, complete with all its parts. The products must not have been opened, used, or damaged, including the protective cellophane.
Complimentary products, such as samples and discovery kits, must also be returned intact, unused (the spray pump must not have been activated), and undamaged. - The Buyer is fully responsible for the return shipping costs and must carefully pack the items to ensure their safety during transport. The Buyer is also entirely responsible for the shipment.
Additionally:
- Upon receiving the returned goods, the Seller will carefully inspect them to verify any damages not attributable to the delivery.
- The Seller is not responsible for any theft, loss, or damage that may occur during the return shipment.
- The Seller will issue a refund to the Buyer within 14 (fourteen) days of receiving the returned items, deducting the cost of the original shipping (if applicable) and any expenses incurred for restoring damaged or missing goods.
- The refund will be processed using the same payment method used by the Buyer for the order.
Return Procedure
The return procedure is outlined below:
- Submitting a Request to Customer Service: To initiate a return, the Buyer must contact our Customer Service within 14 (fourteen) calendar days from the receipt of the order by sending an email to [email protected] or filling out the form on the Contact page. The Buyer must include the order number and a brief description of the reason for the return.
- Return Approval: Once the return request has been received, our Customer Service will verify the item’s compliance with the return conditions. Additional instructions will be provided via email.
- Returning the Products: After receiving approval for the return, the Buyer must carefully pack the item in its original packaging. The Buyer is responsible for both the cost and the safety of the returned products during transport.After receiving approval for the return, the Buyer must carefully pack the item in its original packaging. The Buyer is responsible for both the cost and the safety of the returned products during transport.
- Inspection and Refund: Once the returned items have been received and verified, we will process the refund within 14 (fourteen) days from the receipt of the returned goods.
DAMAGED OR DEFECTIVE PRODUCTS
Upon receiving the order, the Buyer must check the integrity of the package, including any signs of tampering.
If the received products were damaged during transport or have defects, the Buyer must report the issue to the Seller within 2 (two) days of receiving the goods by contacting Customer Service at [email protected] or filling out the form on the Contact page. The Buyer must provide the order number and a detailed description of the claim.
The support request must be accompanied by detailed photo/video documentation proving the damage or defect of the products.
Returned items subject to a claim will be carefully examined by the Seller upon return to determine the actual presence of original damages or defects.
The Buyer is kindly requested not to dispose of any damaged product before contacting Customer Service, as doing so may compromise the refund or replacement eligibility.
Customer service
For any further clarification or assistance regarding our return and refund policies, please do not hesitate to contact our Customer Service. We are available to support you and ensure the best shopping experience possible.
Customer Service is available Monday to Friday, from 8:30 AM to 12:30 PM and from 2:00 PM to 5:30 PM, excluding public holidays.