Refund policy

Returns and refunds policy

Returns within 30 days

Ischia Beauty Officine Termali s.r.l. offers its customers the possibility of requesting the return of products purchased on the online store within 30 days of delivery, in accordance with the conditions set out in this Policy.

The returns policy comprises:

the right of withdrawal provided for by law during the first 14 days from delivery;
a voluntary commercial extension by Ischia Beauty from the 15th to the 30th day from delivery.

The commercial extension offered by Ischia Beauty does not in any way limit, replace or prejudice the mandatory rights granted to the consumer by the applicable legislation.

1. Right of withdrawal during the first 14 days

If you purchase as a consumer, you have the right to withdraw from the contract within 14 days without giving any reason.

For goods, the period runs from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

In the case of a single order consisting of multiple goods delivered separately, the period runs from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the last good.

To exercise the right of withdrawal, it is sufficient to inform us of your decision by means of an unequivocal statement before the period provided for by law has expired.

You can contact us by:

Email: info@ischiabeauty.com
Telephone: +39 081 99 69 75
Mobile: +39 351 013 4647

To make it easier to handle your request, we recommend that you indicate:

first name and surname;
order number;
the product or products concerned;
the date on which the order was received.

You may also use the model withdrawal form set out at the end of this Policy, but its use is not mandatory.

Any unequivocal statement that clearly shows the intention to withdraw is valid, provided that it is sent within the period provided for by law.

2. Condition of the products during the first 14 days

During the withdrawal period provided for by law, the consumer may examine and handle the goods to the extent necessary to establish their nature, characteristics and functioning.

The consumer is liable solely for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Ischia Beauty products are not currently fitted with a seal or tamper seal whose removal automatically triggers the application of the exception to the right of withdrawal provided for certain goods sealed for hygiene or health protection reasons.

Therefore, during the first 14 days, any opening, use or handling of the product does not automatically result in the loss of the right of withdrawal.

However, where the handling exceeds what is necessary to check the product and results in an actual diminution of its value, the consumer may be liable for that diminution within the limits provided for by law.

We invite you, where possible, to keep and return the original packaging and any items received together with the product.

The mere absence of the original packaging does not automatically result in the loss of the right of withdrawal provided for by law.

3. Ischia Beauty commercial extension from the 15th to the 30th day

In addition to the withdrawal period provided for by law, Ischia Beauty Officine Termali s.r.l. voluntarily offers the possibility of requesting a return up to the 30th day from delivery.

This additional possibility constitutes a voluntary commercial condition and applies from the 15th to the 30th day following delivery.

In order to benefit from the commercial extension, the product must be:

never used;
never opened;
intact and in the same condition in which it was received;
complete with the original packaging;
with the original packaging intact and undamaged;
complete with any accessories, components or materials originally included.

Where these conditions are not met, Ischia Beauty may refuse the return request submitted under the commercial extension from the 15th to the 30th day.

The conditions set out in this section relate exclusively to the voluntary commercial extension by Ischia Beauty and do not in any way limit the statutory right of withdrawal or the other mandatory rights granted to the consumer.

4. How to request a return

Before shipping the return, we invite you to contact us at:

info@ischiabeauty.com

To make it easier to handle your request, please preferably indicate:

first name and surname;
order number;
the product or products you wish to return;
the date on which the order was received;
any further information useful for handling the request.

Our customer service will provide you with the instructions necessary to proceed with the return.

Request via customer account

If the function is available for your order, you may also submit a return request directly through your Ischia Beauty customer account, using the self-service procedure made available on our online store.

Use of the self-service procedure is optional and represents an additional tool to make it easier to handle the request.

For the exercise of the right of withdrawal provided for by law, the use of the customer account or the sending of an email to our customer service are methods made available to make it easier to handle the matter, but they are not the only permitted methods.

Any unequivocal statement of the intention to withdraw sent within the period provided for by the legislation remains valid.

5. Cancellation of the order before fulfilment

Ischia Beauty allows the customer to submit an order cancellation request within 1 hour of the purchase confirmation, through the customer's own customer account, where the function is available for the order concerned.

The cancellation request may relate to the entire order or, where technically permitted by the system, to the individual items concerned.

Submitting the request does not result in the automatic cancellation of the order.

The request is checked by Ischia Beauty and is to be considered accepted only following the relevant confirmation.

Where the order has already been processed or it is no longer technically possible to stop its handling, the cancellation request may not be granted.

Once the period of 1 hour has elapsed, the following remain unaffected in any event:

the right of withdrawal provided for by law;
any commercial extension provided for by this Policy;
the further rights granted to the consumer by the applicable legislation.

The possibility of requesting cancellation within 1 hour constitutes an additional commercial arrangement made available by Ischia Beauty and neither limits nor replaces the right of withdrawal provided for by law.

6. Return address

Unless otherwise instructed by our customer service, the products must be returned to:

Ischia Beauty Officine Termali s.r.l.
Via Michele Mazzella, 94
80077 Ischia (NA)
Italia

We recommend that you use a trackable shipping method and keep the proof of shipment until the return procedure has been completed.

7. Costs of returning goods in the event of a change of mind

In the event of a return due to an ordinary change of mind on the part of the customer, the direct cost of the return shipment is borne by the customer.

This condition applies both to the right of withdrawal exercised during the first 14 days and to the voluntary commercial extension by Ischia Beauty from the 15th to the 30th day.

This does not include cases relating to incorrect, damaged or non-conforming products, to which the specific provisions laid down by the legislation and by this Policy apply.

8. Return of goods following statutory withdrawal

Where the right of withdrawal provided for by law is exercised, the consumer must return the products without undue delay and in any event within 14 days from the date on which the consumer informed Ischia Beauty of the decision to withdraw.

The deadline is met if the products are sent before the period of 14 days has expired.

9. Refund in the event of statutory withdrawal

Where the right of withdrawal provided for by law is validly exercised, Ischia Beauty Officine Termali s.r.l. will refund the amounts due in accordance with the applicable legislation.

In the event of withdrawal relating to the entire order, the refund also includes any costs of the standard delivery method originally applied to the purchase.

By contrast, any supplementary costs resulting from the consumer's express choice of a delivery method other than, and more expensive than, the least expensive standard method offered by Ischia Beauty are not refunded.

The refund will be made without undue delay and in any event within 14 days from the date on which Ischia Beauty was informed of the consumer's decision to withdraw.

Unless Ischia Beauty has offered to collect the goods itself, the refund may be withheld until:

Ischia Beauty has received the returned products; or
the consumer has supplied evidence of having sent them back,

whichever occurs first.

The refund will be made using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer does not incur any cost as a result of the refund.

10. Refund under the commercial extension from the 15th to the 30th day

For returns requested under the voluntary commercial extension by Ischia Beauty, from the 15th to the 30th day from delivery, only the following will be refunded:

the price actually paid for the products returned and accepted.

The following are not refunded:

the shipping costs originally incurred for the delivery of the order;
the costs incurred by the customer for returning the products.

The refund will be made after the products have been received and checked and after compliance with the conditions laid down for the commercial extension has been ascertained.

11. Gifts and free products

Statutory withdrawal during the first 14 days

The presence in the order of any gifts, free samples or promotional products neither limits nor makes conditional the exercise of the right of withdrawal granted to the consumer by law.

The exercise of the right of withdrawal and the related refunds will therefore be handled in compliance with the mandatory provisions of the Italian Consumer Code (Codice del Consumo).

Commercial extension from the 15th to the 30th day

For returns made under the voluntary commercial extension by Ischia Beauty, where the order included gifts, free products or promotional items granted by reason of the purchase, the following conditions apply.

In the event of return of the entire order, any gifts linked to the purchase must also be returned.

In the event of a partial return, where the return means that the conditions which gave entitlement to the gift are no longer met, Ischia Beauty may also request the return of the gift.

Gifts returned under the commercial extension must be intact, unused and, where applicable, unopened.

These conditions relate exclusively to the voluntary commercial extension from the 15th to the 30th day and do not limit the mandatory rights granted to the consumer by law.

12. Incorrect, damaged or non-conforming products

If you receive:

a product different from the one ordered;
a damaged product;
a product that you consider to be defective or non-conforming;

info@ischiabeauty.com

In your message, we ask you to provide all information useful for handling the report, including, where available:

first name and surname;
order number;
the product concerned;
a description of the problem;
photographs of the product, of the packaging or of any damage.

Photographs can help us to check and handle the report more quickly, but they do not constitute a condition intended to limit the rights granted to the consumer by law.

The report will be examined by our customer service and handled in accordance with the applicable legislation.

For assistance, you can also contact us on the following numbers:

Telephone: +39 081 99 69 75
Mobile: +39 351 013 4647

13. Legal guarantee of conformity

Products purchased by a consumer are covered by the legal guarantee of conformity provided for by the Italian Consumer Code (Codice del Consumo).

For new goods, the seller is liable to the consumer for any lack of conformity that becomes apparent within two years of delivery, in accordance with the conditions laid down by the applicable legislation.

Where there is a lack of conformity, the consumer is entitled to the remedies provided for by law.

The legislation establishes a hierarchy of remedies: in the cases and under the conditions provided for by the Italian Consumer Code (Codice del Consumo), the consumer may be entitled first of all to have the goods brought into conformity by repair or replacement and, where the requirements are met, to a proportionate reduction of the price or to termination of the contract.

The remedies provided for by the legal guarantee must be provided free of charge to the consumer in the cases provided for by law.

Requests relating to defective or non-conforming products are distinct from an ordinary return due to a change of mind and are not subject to the commercial limit of 30 days provided for by this returns policy.

This Policy does not in any way limit, exclude or modify the rights arising from the legal guarantee of conformity.

14. Purchases made for professional purposes

The provisions of this Policy relating to the right of withdrawal provided for by the Italian Consumer Code (Codice del Consumo) apply to purchases made by persons acting as consumers, that is, for purposes outside their trade, business, craft or profession.

Purchases made for purposes relating to a trade, business, craft or profession do not automatically benefit from the rules laid down by the Italian Consumer Code (Codice del Consumo) for the right of withdrawal.

The commercial conditions dedicated to Ischia Beauty's professional/B2B channel are managed separately.

Model withdrawal form

The following form may be used to exercise the right of withdrawal, but its use is not mandatory.

The decision to withdraw may also be communicated by means of any other unequivocal statement sent within the period provided for by law.

Ischia Beauty Officine Termali s.r.l.
Via Michele Mazzella, 94
80077 Ischia (NA)
Italia

Email: info@ischiabeauty.com
Telephone: +39 081 99 69 75
Mobile: +39 351 013 4647

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Date:

Signature of consumer(s):

The signature is required only if this form is sent on paper.