Returns Policy
You may return your products within 30 days. Refunds are made once we have received and checked your order.
a) Returning Products
Products and all complimentary items (e.g. gift(s) with purchase, sample(s)) must be returned to us promptly at our distribution centre at the address provided by our Customer Service or within the “Return form” in the order packing.
In any case, please ensure that the returned parcel is properly sealed and that you obtain a proof of postage.
b) Return procedure
Notwithstanding the foregoing, if you are entitled to return products, all you have to do is send us the products concerned accompanied by the completed model of “Return form” provided by us in the parcel or as proposed in Appendix 1 or any other unambiguous written statement expressing your decision to exercise your right of withdrawal, and return the products and all complimentary items (e.g. gift(s) with purchase, sample(s)) to us to receive a refund.
Please attach the pre-filled and prepaid transport label, which has been sent to you by any appropriate mean (including but not limited to: e-mail, return form attached to the package, etc.), to your package before dropping it off at a post office.
Please note that if you make a return using a method other than the one proposed in this article and you have exercised your right of withdrawal, you will be solely responsible and will bear fully any applicable costs and charges involved for the return of the products.
c) Processing the refund, replacement or repair
1. If you have returned products because you have exercised your right of withdrawal, we will process the calculated refund, by using the original method of payment, as soon as possible and in any event within fourteen (14) days after the day we receive the returned products or (if earlier) the day on which you provide us with evidence of having sent the products back to us at our distribution center. We will not be obliged to make a refund if you cannot provide evidence that you have sent the products and all complimentary items (e.g. gift(s) with purchase, sample(s)) back to us so therefore please ensure that you retain, and are able to provide, proof of postage. Please note that a full refund will not be provided for returned products that show signs of unreasonable use.
2. If you have returned products because they are damaged, or in the event of a non-conformity or defect under the relevant statutory warranty, and if you have required us to refund partially or in full the products, we will process your refund as soon as possible and in any event within fourteen (14) days after the day we receive your returned products and if we confirm that you are entitled to a refund.
Refund will only be made against the original credit/debit card used for the purchase. You will receive email notification of your refund from our Customer Service.
3. If you have returned products because they are damaged, or in the event of a non-conformity or defect under the relevant statutory warranty, and if you have required us to repair or to replace the products, please note that we will proceed to the repair or the replacement if we confirm that you are entitled to it and provided that the option chosen by you is not impossible or disproportionate as determined by the applicable Law. Any refusal to proceed according to your choice or to bring the product into conformity will be motivated in writing or on a durable medium by our Customer Service.
If you have requested a replacement and if we accepted it, this will be processed within fourteen (14) working days of receiving your returned products and will be delivered via standard delivery. Deliveries of replacement products will be completed on the delivery terms set out above.