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Right of withdrawal reserved for consumers

In accordance with the provisions of the law in force, the Customer who qualifies as a consumer pursuant to the Consumer Code (Legislative Decree no. 206/2005) has the right to withdraw from the purchase contract, without penalty and without specifying the reason , within 90 days from the date of receipt of the Products.     

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

In the case of multiple orders placed in a single order but delivered separately, the 90-day period starts from the date of receipt of the last Product.

How to exercise the right of withdrawal

The Customer who intends to exercise the right of withdrawal must send an explicit communication to
📧 supporto@eterna-lab.it , indicating:

  • order number;

  • name and surname;

  • products you wish to return.

You may use the standard withdrawal form available on the Site, but it is not mandatory.  

Within 90 days of the withdrawal communication , the Customer must return the Products to the address indicated by Customer Service. Eterna Lab which will be communicated via email upon confirmation of the request.

The shipment must be made via traceable courier , with costs to be paid by the Customer .  

Return acceptance conditions

Products must be returned:

  • whole ,

  • unopened  and unused , 

  • in the original packaging , complete with packaging, labels, accessories and tax documentation.

Opened, used, damaged, or products without the original packaging will not be accepted.  

Refunds

Return shipping costs are the responsibility of the customer.
In the event of a return for a refund, a €13.95 handling fee (including VAT) will be applied , which will be deducted from the refund amount. 

Without prejudice to the right to verify the integrity of the returned Products, Eterna Lab  will refund the purchase price within 90 days of the notification of withdrawal, using the same payment method chosen by the Customer during the purchase process.   

The refund may be suspended until the Products are received or until proof of shipment is provided.

For orders paid for by cash on delivery , the refund will be made via bank transfer (the customer must provide their IBAN to Customer Service). The cash on delivery surcharge (€4.50) is non-refundable .   
 

Contact details for returns and assistance

📧 supporto@eterna-lab.it