Refund policy

Returns and Refunds Policy

Perfumery ingredients
The raw materials are purchased from suppliers and manufacturers and are portioned and packaged by La Profumiera di Venezia by Irina Vaganova in the quantities ordered by the customer. Portioning and packaging in the ordered format do not automatically make the products personalised and do not in themselves exclude the statutory right of withdrawal.

Consumers’ right of withdrawal
If you purchase as a consumer under a distance contract, you may withdraw from the purchase without giving a reason within 14 days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods. If an order includes several goods delivered separately, the period runs from possession of the last item.

To exercise the right of withdrawal, before the deadline send an explicit statement to info@profumieradivenezia.it, stating your name, order number and the products concerned. You will receive the return instructions.

Returning goods
After notifying us of your withdrawal, return the goods without undue delay and in any event within 14 days of that notification, sending them to: Irina Vaganova, Via Caneve 17, 30173 Venezia VE, Italy. The deadline is met if you send the goods before it expires. The direct cost of returning the goods is your responsibility, unless the item is defective or incorrect or we have agreed to bear the cost. You are liable only for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

Refund
In the event of a valid withdrawal, we will refund all payments received, including the cost of the initial standard delivery. We will not refund additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer. The refund will be made without undue delay and in any event within 14 days from the day on which we are informed of your decision to withdraw, using the same means of payment used for the purchase unless expressly agreed otherwise, and without any fees for the consumer. We may withhold the refund until we receive the goods or until you provide evidence that you have sent them back, whichever occurs first.

Exceptions to the right of withdrawal
Exceptions apply only in the cases provided for by law, for example goods made to the consumer’s specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for reasons of health protection or hygiene if unsealed after delivery. Ingredients are not automatically considered personalised or non-returnable. Any exclusion will be assessed according to the product and the specific circumstances, in compliance with applicable law.

Damaged, defective or incorrect items
Please contact us as soon as possible at info@profumieradivenezia.it, preferably within 48 hours of delivery, stating your order number and, where possible, providing useful photographs. Reporting within 48 hours helps us resolve the matter quickly, but failure to do so does not limit your statutory rights, including rights relating to the legal guarantee of conformity. For damaged, defective or incorrect goods, the necessary return costs are borne by us and the remedies provided by law will apply.

Failed delivery and import requirements
The customer must check any legal and customs requirements applicable to importing and using the goods in the destination country. If a parcel is returned because of failed delivery, unpaid customs charges or failure to comply with import requirements, we will assess the specific case. Any refund and any deduction for actual, documented costs will be determined only to the extent permitted by law and communicated to the customer. Customs duties or import taxes paid directly to the authorities are not refunded by us; any refund must be requested from the relevant authority. Mandatory consumer rights remain unaffected.

Digital products
For digital content not supplied on a tangible medium, the consumer loses the right of withdrawal only when performance has begun during the withdrawal period with the consumer’s prior express consent, acknowledgement that the right of withdrawal will thereby be lost, and the contract confirmation required by law. Merely sending a file or a link does not automatically result in the loss of the right of withdrawal. Statutory remedies remain available if digital content is defective or non-conforming.

Contact
Email: info@profumieradivenezia.it
Return address: Irina Vaganova, Via Caneve 17, 30173 Venezia VE, Italy.