Returns and refunds

E-commerce Customer Service

Returns & Refunds

You can return your order within 14 days of delivery by filling out the form below.
Once the goods reach our warehouse they will be examined and the refund procedure will take place.

If you need help call us from Mon to Sun from 9am to 5pm at (+39) 0309196351

FILL IN THE FORM TO REQUEST A RETURN

Can I return the goods sent?

According to Articles 52 et seq. of the Consumer Code, the user who is a consumer has the right to withdraw from the contract for the purchase of the Product without having to provide any reason and without having to incur any costs other than those provided for in Articles 13.6 and 13.9 below, within a period of 14 calendar days (“Withdrawal Period”). The Withdrawal Period expires after 14 days.

Can I return a single item even if it is part of a kit?

Please note that if the order is for a kit of pieces (“Kit”) or a boxed set containing several pieces (“Boxed Set”), the Product consists of the Kit and/or the Boxed Set as a whole, as the Kit or Boxed Set packaging contains information required by law, such as the lot number and the INCI (INCI means “International Nomenclature of Cosmetic Ingredients”, i.e. the indication of the product’s ingredients). This means that the right of withdrawal may only be exercised to the entire Kit and/or Box and not in relation to individual pieces contained therein.

What does the return procedure consist of?

To exercise your right of withdrawal, you must use the standard withdrawal form (“Withdrawal Form”) made available to you on the Website at the link and attached to the order confirmation e-mail. Alternatively, you may send a registered letter to the address Terme di Sirmione S.p.A. Piazza Virgilio, 1 – 25019 Colombare di Sirmione (BS) to the attention of the Products Office, indicating your personal details, the number and date of the order, as well as an indication of the products subject to withdrawal and stating as the subject: “withdrawal order n…. – of dd/mm/yy”.

After how long will I receive my refund?

Following receipt of the return form, we will organise the pick-up of the product. Once the goods have been returned to our warehouse and their condition has been checked, a refund will be made. The timeframe for crediting the spent amount varies depending on the circuit used for payment.

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