Changed your mind? You can cancel within 14 days of receiving your order, without giving a reason or paying a penalty. Once you have told us, you have another 14 days to send the products back. Returns are free.

Submit your cancellation request here. Complete the online form to receive immediate written confirmation with the date and time.

When does the 14-day period begin?

It begins on the day you, or a third party you have nominated other than the courier, physically receives the products. If an order arrives in separate deliveries, the 14 days start when the final product is delivered.

What matters is the date you send your cancellation notice. You meet the deadline if you send it by the fourteenth day, even if we receive it later.

How to tell us you wish to cancel

You can use whichever method you prefer, provided your decision is clear:

• the online form, the simplest option, which gives you immediate confirmation with the date and time;
• the model cancellation form in Annex I, Part B of the Italian Consumer Code, available on the same page;
• an email to info@eligendaroma.com clearly stating that you wish to cancel.

You do not need to use specific wording, include a particular email subject line or attach your invoice.

Sending the products back

After notifying us, you have 14 days to send the products back. You meet the deadline if you dispatch the parcel by the fourteenth day, even if it reaches us later.

We cover the return delivery costs. Within one week of your request, we’ll email you a prepaid return label to print and attach to the parcel, so you do not have to pay upfront. You can also arrange delivery yourself; send us the receipt and we’ll reimburse the cost. If the label is delayed, please contact us. Time spent waiting for it will not count against you.

You may open, handle and examine the products as you would in a shop. You are only responsible for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning (Article 57(2) of the Italian Consumer Code). If this applies, we’ll explain the amount and reason in writing and refund the remaining sum within 14 days.

We recommend protecting the original packaging with an outer box, so that you do not need to attach tape or labels directly to it.

Your refund

We’ll refund you without undue delay and no later than 14 days after receiving a cancellation notice sent within the deadline, using the same payment method you used for your purchase. We will not ask for your IBAN or charge you any fees. We’ll only use another payment method if you expressly agree, and you will still incur no fees.

Your refund includes the price of the products and, if you cancel the entire order, the delivery costs up to the cost of the least expensive delivery option we offer. If you chose a more expensive option, the difference will not be refunded (Article 56(2) of the Italian Consumer Code).

Under Article 56(3) of the Italian Consumer Code, we may withhold the refund until we receive the products or evidence that you have sent them back, whichever happens first.

All our products can be returned

No item in our range is excluded from the right to cancel.

You can return any product, even if you have already opened and tried it.

If you ordered several products, you can cancel all or part of the order. The Travel Kit is an exception because it is sold as a single item and must be returned in full.

Who has the right to cancel?

The right to cancel applies when you buy as a consumer, for purposes outside your business or professional activity. Different conditions apply to business purchases made using a VAT number and to resellers. Please email info@eligendaroma.com for details.

Faulty products or products that do not conform to the contract

The right to cancel is separate from the statutory guarantee of conformity. We are responsible for defects that become apparent within two years of delivery. The limitation period for bringing a claim is twenty-six months from delivery (Articles 133 and 135-bis of the Italian Consumer Code).

At no cost to you, you may choose to request a repair or replacement. If this is impossible, is not completed within a reasonable time, does not resolve the defect, or the defect is serious enough to justify an immediate remedy, you may request a proportionate price reduction or termination of the contract with a full refund. You cannot terminate the contract for a minor defect.

During the first year after delivery, a defect is presumed to have existed at delivery; you do not have to prove this. There is no deadline for reporting the defect. Email info@eligendaroma.com with a few photos and we’ll help.

Complaints

We respond to every complaint sent to info@eligendaroma.com. We do not participate in an alternative dispute resolution scheme. You may nevertheless contact the conciliation service at the Chamber of Commerce for your place of residence.

Contact

Luxury Pharma S.r.l., Via del Caucaso 49, 00144 Rome, Italy
Email: info@eligendaroma.com · Telephone: +39 06 92949434