RIGHT OF WITHDRAWAL, REFUNDS, LEGAL GUARANTEE OF CONFORMITY

1. Scope of application

These provisions apply exclusively to Customers who qualify as “Consumers” pursuant to Legislative Decree 206/2005 (“Consumer Code”).
The non-derogable rights recognized by current legislation remain unaffected.

PART A – RIGHT OF WITHDRAWAL

2. Right of withdrawal (articles 52 et seq. of the Consumer Code)

The Customer has the right to withdraw from the purchase contract, without stating the reasons, within 14 (fourteen) days from the date of receipt of the products.
To exercise the right of withdrawal, the Customer must send an explicit declaration by email to shop@lovren.it or via the Withdrawal Form available here .

3. Effects of withdrawal

In case of legitimate exercise of the right of withdrawal, the Seller will refund:
- the price of the product;
- standard delivery costs.

The refund will be made within 14 days of receiving the notice of withdrawal and may be suspended until the goods are received or until proof of shipment is provided.
The refund will be made using the same payment method used by the Customer, unless otherwise agreed.

4. Return of products

The Customer must return the products within 14 days of the withdrawal notification.
Unless otherwise expressly indicated, return costs are the responsibility of the Customer.
The Customer is responsible for any decrease in value of the goods resulting from handling other than that necessary to establish their nature, characteristics and functioning.

5. Exclusion of the right of withdrawal – sealed cosmetic products

Pursuant to Article 59, letter e), of the Consumer Code, the right of withdrawal is excluded for sealed goods that are not suitable for return for hygiene or health protection reasons and that have been opened after delivery.

Therefore, for cosmetic, skincare and make-up products:
- if they are delivered with a hygienic seal;
- and such seal is removed, damaged or tampered with after delivery;

the right of withdrawal cannot be exercised.

By “hygienic seal” we mean any device or protection applied to the primary packaging or product that guarantees its integrity and hygienic-sanitary safety.

6. Unsealed or missing products

If the product does not have a hygienic seal, the Customer may exercise the right of withdrawal within the legal terms.
The Customer remains responsible for any decrease in value resulting from use exceeding that necessary to verify the product's characteristics.
The Seller reserves the right to withhold, in a proportionate and justified manner, an amount corresponding to the ascertained loss of value.

7. Kits, bundles and freebies

In the case of purchasing kits or bundles consisting of multiple products:
- the right of withdrawal can only be exercised with the full return of all items included;
- In the case of free gifts or samples included in the promotion, these must be returned together with the main product. If the free gift or sample is not returned, the Seller may retain its commercial value.

PART B – LEGAL GUARANTEE OF CONFORMITY

8. Legal guarantee (articles 128 et seq. of the Consumer Code)

All products are covered by the legal guarantee of conformity valid for 24 (twenty-four) months from delivery.
The Seller is responsible for any defects of conformity existing at the time of delivery and which become apparent within that period.
Unless proven otherwise, it is presumed that defects that became apparent within 12 months of delivery already existed on that date. After 12 months from delivery, the burden of proof shifts to the consumer.

9. Lack of conformity

There is a lack of conformity when the product:
- does not conform to the description on the website;
- does not possess the promised or usual qualities;
- is not suitable for its intended use.

In the cosmetics sector, the following may constitute a lack of conformity, for example:
- abnormal alteration of the product before the expiry date;
- defective primary packaging that compromises use;
- dispenser not working;
- product visibly damaged upon delivery.

The following do not constitute a lack of conformity:
- unpredictable individual subjective reactions;
- incorrect product choice by the Customer;
- use not in accordance with the instructions;
- normal sensory variability not affecting quality and safety.

10. Remedies

In the event of a duly reported lack of conformity, the Customer has the right, free of charge, to:
- restoration of conformity by replacement (where possible);
- proportional price reduction;
- termination of the contract in the cases provided for by law.

Shipping costs for products recognized as defective are the responsibility of the Seller.

Clear separation clause

The exclusion of the right of withdrawal for opened sealed products does not in any way limit the Customer's rights deriving from the legal guarantee of conformity.
Likewise, the right of withdrawal cannot be invoked to circumvent the provisions of the legal guarantee in cases where there is no lack of conformity.