Refund and return policy

Returns

Pursuant to article 52 of Legislative Decree. 206/2005 (Consumer Code), the Customer has the right to withdraw from the contract, without specifying the reason, by returning the Products purchased through the Site within 14 (fourteen) calendar days from the date of receipt of the order.

To exercise the right of withdrawal, the Customer must send an email to info@live-essential.com within 14 days from the date of receipt of the products containing:

  • the indication of the Products for which the Customer wishes to exercise the right of withdrawal;
  • the order number in question;
  • the data relating to the Customer's bank account, in the event that the Customer has purchased by bank transfer, postepay top-up or cash on delivery.

It is not possible to exercise the right of withdrawal for sealed products that are not suitable for replacement for hygienic reasons or related to health protection and which have been opened after delivery.

Therefore, the returned products must be:

  • correctly packaged in their original packaging, in perfect resale condition (not ruined, damaged or dirty) and equipped with all accessories, instructions for use and documentation;
  • the products must not be opened or used without obvious signs of use. That is, they must not bear traces of any type of use and must not be in such a state that they cannot be resold.

The customer may also be asked for photos to demonstrate the perfect integrity of the item you want to return.

Once the goods have been received, our team will check their perfect integrity and will issue the refund no later than 30 days.

To return and ship the product, the Customer is free to use a courier of his choice, whose costs he will bear.

The customer must make this shipment within fourteen working days from the date on which he sent the communication of exercise of the right of withdrawal, and send the goods to:

GIANNI EFFE s.r.l.Viale Unità di Italia n. 1, 80045 Pompei (NA).

Exchanges or Refunds

In case of an error in the order or shipment, you can request an exchange or refund within 14 days from the date of receipt of the goods.
If the product received does not conform to the one ordered, it is possible to request a free exchange with the desired product, or another of the same amount.
The product sent incorrectly will be collected at LIVE ESSENTIAL's expense.
The customer must make a request by email to info@live-essential.com, prepare the product to be returned with a package, intact and well packaged, and indicate:

  • the place of collection of the products to be returned.

If the product received is damaged or defective (for example a broken bottle), you can request a new free shipment of the same product, or another for the same amount.
Photographic evidence of damage may be required for insurance purposes. Partial refunds or discount coupons may also be offered.

In case of refusal at the time of delivery for an order processed correctly and already paid for, the refund will be deducted from the return shipping costs.

Shipping

The transport costs for returning the products and the responsibility for the goods for damage, theft and loss during shipping, as required by law, are borne by the Customer.
In the event of transport damage occurring during the return, LIVE ESSENTIAL will notify the customer within five working days of receiving the product, allowing the consumer to lodge a complaint with the courier used for transport.
The damaged goods will be made available for return and the withdrawal request will be canceled at the same time.

DO YOU NEED HELP?

Write to us on info@live-essential.com for any questions relating to refunds, exchanges of goods or returns.