WITHDRAWAL/RETURN

• What is your return policy?
  You have the right to withdraw from the purchase contract within 14 days of delivery, without giving any reason. You may examine the product to check its nature, characteristics and functioning, just as you would in a physical store before buying. If the returned product shows signs of use, consumption, opening or handling beyond what is necessary for such verification (for example: a partially consumed product, one applied to the skin, spilled, or missing its original seal/packaging where present), we reserve the right to apply a reduction to the refunded amount, proportional to the decrease in value of the item, which will be communicated to you with justification when the return is inspected (Art. 57, paragraph 2, Italian Consumer Code).
  
  
• Are any products excluded from the right of withdrawal?
  Yes. For products sealed for hygiene reasons (perfumes, home fragrances, creams and body products), the protective seal, where present, must not have been removed: otherwise the right of withdrawal cannot be exercised for that item.
  Also excluded are personalized or made-to-order products and products subject to rapid deterioration or expiry.
  
  
• How many days do I have to return a product?
  You have 14 days from delivery to notify us of your decision to withdraw. Once you have notified us of the withdrawal, you have a further 14 days to ship the product back to us.
  
  
• How do I exercise my right of withdrawal?
  Go to the WITHDRAWAL/RETURN section of your account, select "Proceed with withdrawal," indicate the item and quantity you wish to withdraw for and the reason, then confirm with the "Confirm withdrawal" button. You will receive an email with a summary of the request, along with the date and time it was sent.
  
  
• What happens after I request a withdrawal?
  If your order has not yet been shipped, we will proceed directly with the refund, with no need to return any product.
  If your order has already been shipped or delivered, you will receive an email with return instructions: you must ship the product within 14 days of the withdrawal request date to: ACQUA dell'ELBA S.r.l. Società Benefit, Località Val di Cappone snc, 57033 Marciana Marina (LI). Return shipping costs are your responsibility.
  
  

Any free gifts received with the order must be returned together with the product, otherwise their value will be deducted from the refund; any Loyalty points earned from the purchase will also be deducted.

• When and how will I receive my refund?
  Once we receive the returned goods, we will verify that the product is in the condition required for a refund. We will then process the refund using the same payment method used for the purchase.
  
  
• Will shipping costs be refunded?
  The standard delivery costs paid at purchase will be refunded along with the amount owed; only the cost of returning the goods remains your responsibility.
  
  
• What should I do if the product I received is damaged or does not match what I ordered?
  If you received a product different from the one ordered, or a damaged product, this is not a withdrawal case.
  Go to the WITHDRAWAL/RETURN section of your account (or whatever the correct procedure is — insert link here?), select "Request replacement" or "Request refund or replacement."
  You will be able to send us a request explaining your reasons, which will start the process with customer care.
  
  
• Can I return a product I purchased online at an Acqua dell'Elba single-brand store?
  This service is not currently available.