Refund Policy

Pursuant to Article 5 of the above-mentioned Decree, the customer (if qualified as a "consumer" under Article 1, letter b) of the Decree) has the right to withdraw from the contract and return the ordered products, provided they are still in their original sealed packaging. This return can be made without any penalty and without giving any reason.

The right of withdrawal must be exercised by the Customer by sending a registered letter with acknowledgment of receipt (A.R.) to the supplier’s address indicated above within 14 calendar days from the date of delivery of the purchased goods. This communication may also be sent within the same timeframe by fax, provided it is confirmed by registered letter within 48 hours of sending the fax. Alternatively, the customer can send an email to preparazioneordini@marcocciaprofumi.it including personal details (name, surname, address, original order number, phone, product description, IBAN, and account holder name for refund transfer).

After sending this communication, the Customer must ship the product back at their own expense using a courier of their choice, including a letter with the data provided via email.

The returned product must arrive at Marcoccia Distribuzione s.r.l.s, Via Carlo Mirabello, 25/A, 00195, Italy within 14 calendar days from the withdrawal notification. Once received, the company will refund the product price via bank transfer within 14 calendar days from the withdrawal notification date, provided the product has been returned or proof of shipment is supplied.

Returned products must be intact, unopened, and undamaged. The supplier may withhold refunds if products are returned without original packaging, altered, or damaged. The right of withdrawal does not apply to products that are opened, damaged, or not returnable due to their nature (e.g., perishable or hygiene reasons). The customer bears all risks related to the returned shipment.

The customer is responsible for any loss in value of the goods resulting from handling other than what is necessary to establish the nature and characteristics of the product. For personal care products, used items cannot be returned for hygiene and health reasons.

If the customer fails to respect the withdrawal procedures and deadlines, they will lose the right to reimbursement. However, the customer may reclaim the goods at their expense in the condition they were returned. Otherwise, the supplier may keep both the goods and the payments already made.

The right of withdrawal applies exclusively to individuals acting outside their professional business activities and cannot be exercised by legal entities or professionals purchasing for commercial use.

In cases of force majeure, including unforeseen company difficulties, transport or shipping issues, fires, floods, labor shortages, lack of raw materials or auxiliary products, energy shortages, strikes, lockouts, governmental orders, or other impediments beyond the supplier’s control that delay or prevent the manufacture, shipment, receipt, or consumption of goods, both parties are exempt from the obligation to supply and may withdraw from the contract.

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