Product Replacement and Returns – Right of Withdrawal
Within 48 hours from the date of receipt of the Order, the Customer has the right to:
• request the replacement of a Product with another unit of the same Product;
For this purpose, the delivery date of the Products as indicated by the tracking system provided by the courier on its website shall be considered proof of compliance with the above-mentioned deadline.
If the Customer decides to request a replacement of the Products or to exercise the Withdrawal Right, they must first download the Return Form from the “Returns and Refunds” section, complete it, and send it to us via email, including photos of the product(s) to be returned.
If the Customer chooses to contact Customer Service for Returns, they must kindly specify the unique Order identification code included in the Order Confirmation.
The return option is active only for Orders that have already been delivered to the Customer according to the tracking system provided by the courier.
The Return or Replacement Form will be pre-filled by the Seller; the Customer must verify the accuracy of the information provided and ensure that the notification includes the unique Order identification code and, if applicable, the request to replace the Product with another unit of the same Product.
Within the Return or Replacement Form, the Customer may indicate the reason for the return and any additional notes (e.g., any defects found).
Upon receiving the notification, Lavandula will confirm via email the receipt of the Withdrawal or Replacement request, including authorization for the return shipment of the Products ("Authorization"). However, the Authorization may be denied if Lavandula finds that the conditions for Withdrawal or Replacement are not met, for example, if more than 48 hours have passed since the delivery of the Products to the Customer.
For the return shipment, the Customer may be authorized to dispose of non-compliant products.
Once the requirements for Product Replacement or Withdrawal are verified, the Seller will inform the Customer of the acceptance of the return and will proceed with either the replacement of the Product or, in the case of Withdrawal, the refund of the purchase price and any shipping costs incurred by the Customer ("Refund").
The Seller commits to completing the Refund procedure described above within 14 (fourteen) days from the date of notification of acceptance of the return and disposal of the product. The Refund will be made using the same payment method used by the Customer for the Order.
In accordance with the above Withdrawal conditions, the Customer may also return the Product in person at the Lavandula store/laboratory.
If the Customer has not provided objective evidence of a defect or flaw in the product, Lavandula will not recognize any right of withdrawal.
After multiple withdrawals and returns by a Customer, the Seller reserves the right to decide whether to accept future Orders from the same Customer.