Refund Policy

Pursuant to Article 5 of the aforementioned Decree, the customer (provided they fall under the definition of “consumer” as set forth in Article 1(b) of the Decree) has the right to withdraw from the contract and return the ordered products only if the products and/or packaging arrive broken, damaged, or defective at the time of delivery. Returns of intact and undamaged products will not be accepted. Products must, however, be returned in their original sealed packaging. Such returns may be made without penalty and without providing any reason.

The right of withdrawal must be exercised by the Customer by sending a registered letter with return receipt (A.R.) to the supplier’s address indicated above within 14 calendar days from the date of delivery of the purchased goods. This notice may also be sent, within the same timeframe, via fax, provided it is confirmed by registered letter within 48 hours of sending the fax. Alternatively, the Customer may send an email to server@marcocciaprofumi.it, providing their personal information (first name, last name, address, original order number, phone number, description of the damage, and, if possible, photos of the package and/or the damaged product, product description, IBAN, and name of the account holder for the refund transfer).

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After sending this notice, the Customer must return the product at their own expense using a courier of their choice, enclosing a letter containing the information provided via email.

 

The returned product must be received by Marcoccia Distribuzione s.r.l.s., Viale Tor di Quinto 35/i, 00191, Italy within 7 calendar days of notification of withdrawal. Once received, the company will refund the product price via bank transfer within 7 calendar days of the date of notification of withdrawal, provided that the product has been returned or proof of shipment has been provided.

 

Returned products must be intact, unopened, and undamaged, except for the damage/defect reported by the customer. The supplier may withhold the refund if the products are returned without the original packaging, altered, or damaged for reasons unrelated to shipping or the original defect, or if the reported damage is inconsistent with the condition of the returned product. The right of withdrawal does not apply to products that have been opened, damaged, or are non-returnable by their nature (e.g., due to perishability or hygiene), nor to products that are intact and undamaged at the time of delivery. The customer assumes all risks associated with the return shipment.

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After sending this notice, the Customer must return the product at their own expense using a courier of their choice, enclosing a letter containing the information provided via email.

 

The returned product must be received by Marcoccia Distribuzione s.r.l.s., Viale Tor di Quinto 35/i, 00191, Italy within 7 calendar days of notification of withdrawal. Once received, the company will refund the product price via bank transfer within 7 calendar days of the date of notification of withdrawal, provided that the product has been returned or proof of shipment has been provided.

 

Returned products must be intact, unopened, and undamaged, except for the damage/defect reported by the customer. The supplier may withhold the refund if the products are returned without the original packaging, altered, or damaged for reasons unrelated to shipping or the original defect, or if the reported damage is inconsistent with the condition of the returned product. The right of withdrawal does not apply to products that have been opened, damaged, or are non-returnable by their nature (e.g., due to perishability or hygiene), nor to products that are intact and undamaged at the time of delivery. The customer assumes all risks associated with the return shipment.

The customer is liable for any loss in value of the goods resulting from handling that goes beyond what is necessary to ascertain the nature and characteristics of the product. With regard to personal care products, used items cannot be returned for hygiene and health reasons.

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If the customer does not comply with the withdrawal procedures and terms, they will lose their right to a refund. However, the customer may request the return of the goods at their own expense in the condition in which they were returned. Otherwise, the supplier may retain both the goods and any payments already made.

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The right of withdrawal applies exclusively to natural persons acting outside their professional capacity and may not be exercised by legal entities or professionals purchasing for commercial use.

In the event of force majeure, including unforeseen business difficulties, transportation or shipping problems, fires, floods, labor shortages, shortages of raw materials or auxiliary products, power shortages, strikes, lockouts, government regulations, or other impediments beyond the supplier’s control that delay or prevent the production, shipment, receipt, or consumption of the goods, both parties are released from their delivery obligations and may terminate the contract.

 

 

If sources of supply are partially or totally unavailable, the supplier is not required to purchase from non-regular subcontractors and has the right to allocate available goods according to the needs of individual customers, after considering its own needs.