Refund policy
Right of withdrawal
If you buy as a consumer, you can withdraw from your purchase within 14 days of delivery, without giving any reason, subject to the exceptions provided by law (Directive 2011/83/EU; in Italy, Legislative Decree 206/2005, the Consumer Code).
Exception for sealed cosmetics
Under Article 59(1)(e) of the Italian Consumer Code (Article 16(e) of Directive 2011/83/EU), the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. Docciaburro® can therefore only be returned with its safety seal intact. The Spatolina, which has no seal, can be returned if unused.
How to return
- Email us at ciao@softucare.it within 14 days of delivery with your full name, order number and the products you want to return. To speed things up, please include a photo of the product with the seal clearly visible.
- We'll email you the return address.
- Send the product within 14 days of your request, in its original packaging and with a tracked carrier. Return shipping costs are at your expense.
Refunds
Within 14 days of receiving your withdrawal request, we'll refund the amount paid for the returned products plus the standard delivery costs, to the original payment method and at no cost to you. We may withhold the refund until we receive the product or proof that you have sent it.
If we receive a product with an opened or tampered seal, the right of withdrawal does not apply and we won't be able to refund it: we'll let you know and can send it back to you at your expense, or dispose of it if you agree.
Defective or damaged items
If an item is defective, damaged or not what you ordered, this is covered by the legal guarantee of conformity, not by withdrawal: email us at ciao@softucare.it with a photo and we'll replace it or refund you, shipping included.
Contact
For any questions about returns, write to us at ciao@softucare.it.