6. RETURNS AND REFUNDS
To be published on page /notelegali/resi-e-rimborsi
1. Scope
This policy covers physical products, extensions, pre-orders, personalized products, services booked online, digital content and Gift Cards.
2. Right of withdrawal for products
The consumer may notify us of their withdrawal within 14 days from the day they receive the product, without giving a reason, except in cases provided for by law.
3. How to notify us of withdrawal
The request must be sent to the certified email address (PEC) michaellnavarro@pec.libero.it and include the consumer’s first and last name, order number, product concerned, a clear decision to withdraw and a contact address. The model form in section 24 may also be used.
4. Return
After notifying us, the product must be returned within 14 days to the address provided by customer service. Tracked shipping is recommended.
5. Return costs
Unless the product is defective, incorrect or non-compliant, the direct cost of return is paid by the customer.
6. Refund
For a valid withdrawal, the refund is issued without undue delay and in any case within 14 days of notification. It may be withheld until we receive the goods or proof that they have been shipped. The same payment method is used unless otherwise agreed. Standard delivery costs are refunded, but any extra amount paid for express shipping is not.
7. Reduction in value
The customer is liable for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
8. Extensions sealed for hygiene reasons
The right of withdrawal is excluded if the product was delivered sealed, the hygiene seal has been removed or altered and, after opening, the product is no longer suitable for return for hygiene reasons.
9. Condition of extensions if withdrawing
• Not worn or applied.
• Not washed.
• Not cut.
• Not colored or bleached.
• Not perfumed or treated.
• Not altered.
• Complete with packaging and accessories.
• Hygiene seal intact.
10. Personalized products
The right of withdrawal may be excluded for custom color blends, extensions cut to order, colored, prepared to individual measurements, converted to clip-ins or clearly made according to the customer’s specifications.
11. Pre-orders
A standard product purchased as a pre-order keeps the statutory right of withdrawal. Withdrawal may be excluded only if the pre-order is for a genuinely personalized product or one made to individual specifications.
12. Sale or promotional products
Buying an item on sale or promotion does not remove the right of withdrawal or the statutory warranty.
13. Statutory warranty
New products are covered by the statutory conformity warranty for two years from delivery. In case of a defect, the customer may be entitled to have the product brought into conformity, replacement, a price reduction or termination of the contract, as provided by law.
14. Reporting a defect
We recommend contacting us as soon as the issue is noticed, including the order number, description, photos, video and photos of the packaging. An administrative 48-hour period for visible damage does not limit the statutory warranty.
15. Damage not covered by the warranty
• Improper use.
• Improper washing.
• Excessive heat.
• Aggressive brushing.
• Coloring or bleaching.
• Lack of maintenance.
• Improper application.
• Work carried out by third parties.
• Alteration of the product.
16. Services booked online
For services, the right of withdrawal and the terms stated in the Terms and Conditions apply. After the applicable period, a cancellation made at least 48 hours in advance may allow the booking amount to be converted into credit; with less than 48 hours’ notice, a no-show or a serious delay, the amount may be retained. These terms do not limit mandatory rights.
17. Services already performed
Changing your mind alone does not entitle you to a refund for a service that was properly performed. The customer should still promptly report any defects, discomfort or issues so they can be assessed.
18. Adjustments and fixes
Depending on the circumstances, we may offer an inspection, an adjustment, reapplication of the affected section, an agreed solution or a refund when due. Non-urgent aesthetic requests based on a specific choice by the customer may be considered at the next reapplication. Significant discomfort or safety concerns must be reported immediately.
19. Conversion to clip-ins
Once started, the conversion is customized work and cannot be cancelled simply because the customer changes their mind. Rights relating to defects or non-conformity remain unaffected.
20. Courses and digital content
The right of withdrawal may end after access begins only if the customer requested immediate access, gave consent, acknowledged the loss of that right and received confirmation. Digital content remains covered by the statutory warranty of conformity.
21. Gift Cards
A standard, unused Gift Card may be subject to withdrawal in cases provided for by law. A used Gift Card is not refundable for the amount already spent.
22. Payment disputes
Before initiating a chargeback or payment dispute, the customer is invited to contact us. In the event of a dispute, the payment provider may receive the order confirmation, accepted terms, communications, proof of delivery or service, and data needed to handle the case.
23. Returns and refunds contact
Certified email (PEC): michaellnavarro@pec.libero.it. Do not send products before notifying us of the withdrawal and receiving return instructions.
24. Model withdrawal form
Recipient: NAVARRO SALAZAR MICHAELL MILAGROS, Via Padova 236, 20132 Milan, certified email (PEC) michaellnavarro@pec.libero.it.
I hereby notify you of my withdrawal from the contract for the following product: ______________________________
Order number: ______________________________
Ordered on / received on: ______________________________
First and last name: ______________________________
Address: ______________________________
Email: ______________________________
Date: ______________________________
Signature, only if sent on paper: ______________________________