Returns, exchanges and refunds

1. RIGHT OF WITHDRAWAL

The Customer may exercise the right of withdrawal provided for by Article 52 of the Consumer Code when the following conditions are fully respected: 

- the products must not have been used, and/or damaged, and/or opened; 

- the products must be returned intact in their original packaging; 

- the return must be made within 14 days of receiving the products; 

- returned products must be sent in a single shipment. 

The right of withdrawal does not apply to goods that are not suitable for return for reasons of hygiene or related to health protection. 

The right of withdrawal cannot be exercised in the event of purchase of gift cards/digital gift vouchers; it will therefore not be possible to receive a refund of the expense. 

How to exercise the right of withdrawal 

You have the right to withdraw from the contract, without giving any reason, within 14 (fourteen) days from when you or a third party appointed by you has received the product or, in the case of purchasing multiple products delivered separately with a single order, has received the last product. 

How to request withdrawal: 

Through your account, even if you are not registered you can access in the following way. 

Click on the following Account link and follow these instructions: 

  • In the **Email** field, enter your email address, then click **Continue**. 
  • From your personal email, open the email that was just sent to you from our site and copy the six-digit verification code that is included. 
  • Return to the online store, then enter the six-digit verification code. 
  • Click on the order for which you wish to send a return (you will only be able to request a return for fulfilled orders). 
  • If your order includes more than one item, please select the items you wish to return. 
  • Select the reason for the return (optional) and add a note for the store. 
  • Click on **Request return**. 

Return Policy: 

The goods, unopened and undamaged, must be returned (within fourteen days from the date on which you gave the communication to withdraw from the contract) in their total integrity, complete with all parts, with intact and untampered labels, with any accessories that were supplied, packaged in their original packaging at: 

Mudithara - Akileas

Via Cappuccini 3c 

38062, Arco (TN) 

Italy

 

Return costs 

The costs of returning the goods will be at your expense.
The shipment, until receipt in our warehouse, is under your complete responsibility.
In the event of damage to the goods during transport, Akileas will notify you of the incident (within 5 days of receiving the goods in its warehouse) to allow you to promptly file a complaint against the courier of your choice and obtain reimbursement for the value of the goods (if insured). Akileas is not liable in any way for damage or theft/loss of goods returned with uninsured shipments. Upon arrival of the product in the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. 

Reimbursement 

Once the goods have been received and their integrity has been verified, Akileas will refund the payments you have made (within 10 days), including delivery costs (if any). These refunds will be made using the same payment method you used for the initial transaction. If you no longer have access to that payment method, you will need to contact the bank or agency that managed the original payment method to collect the amount after sending the refund. 

If the returned goods are damaged or are presumed to have suffered a decrease in value resulting from handling of the goods other than that necessary to establish their nature, characteristics and functioning, the sum to be refunded may be reduced by an amount equal to such decrease in value. 

In the event that the withdrawal has not been exercised by the customer in accordance with the provisions of the applicable law, it will not lead to the termination of the contract and, consequently, will not give the right to any refund. In this case, the customer will be notified within 5 working days of receipt of the goods, rejecting the request for withdrawal. The goods will remain at the Akileas warehouse at the customer's disposal for collection, which must take place at the expense and under the responsibility of the customer. 

 

2.RETURN 

1.a RETURN FOR DAMAGE DURING SHIPPING

Upon delivery of the goods by the courier, the customer is obliged to check that the packaging is intact, undamaged, unaltered and that the sealing tape has not been tampered with. 

In case of damage to the packaging:
- immediately contest the courier who makes the delivery. And refuse to collect the package. Once you have signed the courier's document without reservation, you will not be able to make any contestation on the external characteristics of what was delivered;
- send us an email the same day to info@mudithara.com, to let us know what happened. 

Failure to comply with the correct procedure excludes any recourse against the courier and excludes the right to a refund of the goods and/or the return of the goods ordered. 

If the packaging is intact but once opened you find damage to the goods, contact us within two days of receiving the goods via email:  info@mudithara.com, indicating as subject: RETURN FOR DAMAGE DURING SHIPPING, send us your name and surname, the order number and follow the instructions that will be provided to you. You may be asked to send a photo and/or video showing the damage to the item. 

 

1.b RETURN DUE TO DEFECT OR NON - CONFORMITY 

LEGAL PRODUCT WARRANTY 

The customer can benefit from the legal guarantee rights in the event that the goods have defects of conformity. It is important to keep in mind that cosmetic products must be specially closed, stored in a dry place, away from light sources and not exposed to excessively high temperatures. Also keep in mind their validity, on the label or packaging of each product the PAO (period after opening) is indicated where the time in which the product, once opened, can be used without losing its beneficial functions or creating harmful effects for the consumer is defined. Products stored in a negligent and improper manner will be excluded from the guarantee. 

If you have received an incorrect, defective or non-compliant item and would like to replace it with another, please contact us as soon as possible at the email address: info@mudithara.com, indicating as the subject: RETURN FOR DEFECT OR NON-CONFORMITY, send us your name and surname, the order number and follow the instructions that will be provided to you by Akileas. You may be asked to send a photo and/or video showing the non-conformity of the item. 

Replacement of the asset 

In the return requests listed in paragraphs 1.a and 1.b, Akileas reserves the right to carry out the checks to accept the dispute. Once accepted, the goods will be replaced and shipped (at our expense) to the customer within fourteen days. In the event that it is not possible to replace the goods within this period of time, you will receive an email with two alternatives: 

- refund of the cost of the goods and shipping (if applicable) on the same payment method used by you initially; 

-possibility of receiving a digital voucher (e-gift card) with the same value as the item and shipping (if applicable) to be used exclusively on our site. 

If it is not possible to accept the requested complaint, Akileas will not provide a refund and the goods will remain in the warehouse at the customer's disposal for collection, which must take place at the customer's expense and under his/her responsibility.

If you have any doubts regarding the right of withdrawal or return, please contact us by email: info@mudithara.com