Refund policy

CANCELLATIONS & RETURNS POLICY

 

1. Consumer’s Right to Cancel for Distance Selling

 

In accordance with the provisions of the Consumer Code (Legislative Decree no. 206 of 6 September 2005), if you are acting as a Consumer you are not satisfied with the products purchased you can return them and get a refund equal to the price already paid.

The right of cancellation can be exercised within 30 days from the date of delivery of the goods.

For hygienic reasons and to better protect your health and that of other consumers, consistent with the provisions of art. 59 of the Consumer Code (which excludes the exercise of the right of cancellation with reference to sealed goods that do not lend themselves to be returned for hygienic reasons or related to health protection and were opened after delivery), you can exercise the right of cancellation by returning the purchased products, provided that these have not been opened after delivery. 

Therefore, to be entitled to a refund, the returned item must not have been used, its packaging must not have been opened and must be in the same condition in which you received it. It must also still be sealed in the original packaging.

The Consumer must communicate his intention to exercise the right of cancellation to U-Earth customer service, by sending to the email address support@u-earth.store: (i) the cancellation withdrawal form (downloadable at the following link), which contains the order number and (ii) a photo of unused products, which are still sealed in their original packaging, accompanied by all accessories and leaflets.

U-Earth shall inform the consumer by e-mail of the actual receipt of the communication and of any intention to give or not to give effect to the consumer’s request, specifying, in this case, the reasons for the refusal. Be sure to check that the items are eligible for a refund before returning them.

The consumer must return the goods within fourteen days from the date on which they informed U-Earth of their decision to cancel the contract and the costs of return will be borne by them. The product must be shipped to one of the following addresses, depending on the country of order: 

For orders placed from Italy: U-Earth Biotech, Via Scarpa 9 (courtyard interior), 20145, Milan, Italy.

For orders placed from the UK: U-Earth Biotech LTD, 172 Fulham Road, SW10 9PR, London, United Kingdom.

For orders placed from Europe and Rest of the World: Avimgest, Oras Pancota 31, 315600, Pâncota, Arad, Romania.

We advise you to return items using a traceable method with proof of sending. 

If the refund is approved, the amount will be immediately credited to your credit card or returned according to the original payment method. You will receive a refund of all payments received, without undue delay, within a couple of working days from the processing of the refund and, in any case, no later than 14 days from the time we were informed of the decision to exercise the right of cancellation, in accordance with art. 56 of the Consumer Code.

As mentioned above, we cannot accept returns if:

  • the sealed packages in which the products are contained have been opened;
  • any item not in the original condition is damaged or missing for reasons not attributable to our Company;
  • more than 30 days have elapsed since the date of receipt of the product.

 

2. Limited Guarantee

In accordance with the provisions of the Consumer Code (art. 128 et seq.), U-Earth guarantees that the products meet the specification as advertised, are of merchantable quality and fit for the purpose for which they are sold for a  period of 24 months from the date of purchase. The Consumer forfeits the right to claim under the aforementioned guarantee if they do not report any breach of the guarantee within 2 months of its discovery.

 

Therefore, the warranty is valid for the following defects:

  • the product does not meet the specification as advertised by the seller at the time of purchase;
  • the product is not suitable for the proposed use as indicated by the seller at the time of purchase
  • the product is made of inferior materials and/or is damaged and does not correspond to the usual standard of quality expected by U Earth.

U-Earth will not be responsible for any damage that may result from misuse or wear. The guarantee does not apply in the case of factors unrelated to the normal use of the product.

 

3. Method of claiming under the limited guarantee

If the items you purchased have arrived damaged or defective, send them to the attention of either:

For orders placed from Italy: U-Earth Biotech, Via Scarpa 9 (courtyard interior), 20145, Milan, Italy.

For orders placed from the UK: U-Earth Biotech LTD, 172 Fulham Road, SW10 9PR, London, United Kingdom.

For orders placed from Europe and Rest of the World: Avimgest, Oras Pancota 31, 315600, Pâncota, Arad, Romania.

with an indication of the problem found and specifying both the sender and the order number being returned. We advise you to return items using a traceable method with proof of sending. 

U-Earth will promptly respond to the communication and, if any breach of the guarantee is found, will send the replacement product within a reasonable time and without charge, therefore, refunding the shipping costs incurred.