Right of Withdrawal

Pursuant to Articles 52 et seq. of the Italian Consumer Code — Legislative Decree No. 206/2005, as amended by Legislative Decree No. 21/2014 — consumers have the right, where provided for by applicable law, to withdraw from an online contract without having to provide a reason and without incurring any penalty.

The right of withdrawal may be exercised within 14 calendar days, starting from the day following the date on which the consumer, or a third party designated by the consumer other than the carrier, received the products.

In the case of an order consisting of several products delivered separately, the withdrawal period begins on the day following receipt of the last product.

The consumer may request:

• a full return, by returning all products included in the order;

• a partial return, by returning only some of the products purchased.

To exercise the right of withdrawal, the consumer must notify the Seller of the decision through an explicit statement, for example by email or telephone, providing at least:

• the buyer’s full name;

• the order number;

• the products for which the right of withdrawal is being exercised;

• any other information useful for processing the request.

The consumer may contact the Seller by telephone at:

+39 349 249 9763

For greater certainty, the consumer is advised to submit the withdrawal notice in writing as well, using the contact details provided in the “Contacts” section of the website.

After notifying the Seller of the withdrawal, the consumer must return the products without undue delay and, in any event, within 14 days from the date on which the withdrawal notice was communicated, unless otherwise agreed with the Seller.

The products must be returned carefully packaged, complete with all parts and, where possible, in their original packaging, taking care to prevent damage during transport.

Returns must be sent to the following address:

Natural Service Via Mannucciu snc Località Rena Majore 07020 Aglientu (SS) Italy

Unless otherwise indicated by the Seller or required by law, the direct costs of returning the products shall be borne by the consumer.

The right of withdrawal is subject to the exclusions and limitations provided for by applicable law. In particular, it may not apply, among other cases provided for by law, to:

• goods made to the consumer’s specifications or clearly personalised;

• goods that are liable to deteriorate or expire rapidly;

• sealed goods which are not suitable for return for reasons of health protection or hygiene once unsealed;

• other goods or services falling within the specific exclusions provided for by the Italian Consumer Code.

For food products, cosmetics and other sealed goods, the applicability of the right of withdrawal must therefore be assessed according to the nature of the product, its storage conditions and whether the packaging has been opened or tampered with.

 

Defective or Non-Conforming Products

If products are defective, damaged or do not conform to the order, the return must be agreed with the Seller and may be carried out according to the procedures described in the section concerning returns and the right of withdrawal.

Once the defect or lack of conformity has been verified, the consumer may exercise the remedies provided for under the statutory legal guarantee of conformity, in accordance with applicable law.

Where the return is due to a defect, damage not attributable to the consumer or a lack of conformity, the reasonable and documented costs incurred for returning the products will be reimbursed by the Seller, according to the agreed procedures.

The statutory legal guarantee of conformity is separate from the right of withdrawal and also applies to defects that could not reasonably be identified at the time of delivery.

Exclusions and Limitations of the Right of Withdrawal

The right of withdrawal is excluded or limited in the cases provided for by law.

In particular, the right of withdrawal may not apply to:

• perishable products or goods liable to deteriorate or expire rapidly;

• goods made to the consumer’s specifications or clearly personalised, such as mixtures prepared according to the buyer’s specific requests;

• sealed goods which are not suitable for return for reasons of hygiene or health protection once the packaging has been opened;

• other products falling within the exclusions provided for by the Italian Consumer Code.

For products such as herbal teas, loose herbs, flowers, botanical mixtures and other natural products, the applicability of the right of withdrawal must be assessed according to their nature, packaging, perishability and any customisation.

Opening the packaging does not automatically exclude the right of withdrawal for every type of product. Where the right of withdrawal applies, the consumer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Refund Methods and Timing

Once the returned products have been received, the Seller will carry out the necessary checks and, where the applicable conditions are met, issue the refund within the time limits established by law.

In the event of withdrawal, the refund will generally be issued within 14 days from receipt of the withdrawal notice. However, the Seller may withhold the refund until the returned products have been received or until the consumer has provided evidence that the products have been returned, whichever occurs first.

Unless otherwise agreed, the refund will be made using the same payment method used for the original purchase.

• Payment by bank transfer: the refund will be made by bank transfer to the account indicated by the consumer. The consumer may therefore be required to provide correct bank details, including the IBAN and account holder’s name.

• Payment through PayPal: where technically possible, the refund will be made to the PayPal account used for the payment.

• Payment by credit card or payment card: the refund will be made to the same card or payment method used for the purchase, according to the procedures of the issuing institution.

In the event of withdrawal, the initial delivery costs will also be reimbursed, within the limits provided for by law. Any additional costs resulting from the consumer’s choice of a more expensive delivery method than the least expensive standard delivery option offered by the Seller will not necessarily be reimbursed.

For defective or non-conforming products, refunds, replacements or other applicable remedies will be handled in accordance with the statutory legal guarantee of conformity and the nature of the issue identified.