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Returns and refunds
Your satisfaction is our priority. If you are not completely satisfied with your purchase, you may return the products by following the instructions below.
🔄 Right of withdrawal
Under articles 52 and following of the Italian Consumer Code (Legislative Decree 206/2005), you have the right to withdraw from the contract without giving any reason within 14 days from the date you receive the product.
⏰ Withdrawal deadlines
- 14 days from the delivery date to notify us of your withdrawal
- an additional 14 days to physically return the products
- Total: 28 days to complete the procedure
📋 How to exercise your right of withdrawal
1. Withdrawal notice
To exercise your right of withdrawal, you must inform us clearly and unequivocally by:
- Email: assistenzaclienti@ketozona.com
- Online form: Contact us
- Registered letter with return receipt to: Falcor D. OÜ, c/o Erboristeria L’Essenza, Via Valle 53/54, 28047 Oleggio (NO), Italy
2. Information to provide
- Order number
- Purchase date
- Products to be returned
- Reason for the return (optional)
- Preferred refund method
📦 Return procedure
Return conditions
✅ Accepted products
- Intact and sealed packages
- Unused products
- Original labels present
- Original packaging preserved
❌ Products that cannot be returned
- Opened or damaged packages
- Partially consumed products
- Expired supplements
- Customized products
🚚 Return shipping
Important: return shipping costs are borne by the customer, except in cases of:
- Defective or damaged product
- Shipping error on our part
- Product not compliant with the order
📍 Return address
Falcor D. OÜ - Returnsc/o Erboristeria L’Essenza
Via Valle 53/54
28047 Oleggio (NO), Italy
Always specify “RETURN” and the order number
💰 Refund methods
Refund timing
The refund will be processed within 14 days from receipt of the returned products, after checking their condition.
Refund methods
💳 Credit/debit card
Automatic refund to the card used for the purchase, usually within 3–5 business days.
🏦 Bank transfer
Available on request, after providing your bank details, usually within 5–7 business days.
💰 PayPal
Automatic refund to PayPal if it was used for the purchase, usually within 1–3 business days.
Refund details
- Products: full refund of the price paid
- Initial shipping: not refundable, except in case of our error
- Return shipping costs: borne by the customer
- Transaction fees: any bank charges are not refundable
⚖️ Special cases
Defective or non-compliant products
In case of defective, damaged or non-compliant products:
- Immediate notice within 8 days from delivery
- Photos of the product and packaging
- Return shipping costs borne by us
- Full refund, including shipping costs
- Free replacement if available
Quality guarantee
All our supplements are covered by a quality guarantee. If you notice any product quality issue, contact us immediately so that we can find a quick solution.
📞 Customer support
💡 Do you have any other questions? Read our FAQ or contact our support team.
⚖️ Legal references
- Italian Consumer Code - Legislative Decree 206/2005, articles 52–67
- EU Directive 2011/83/EU on consumer rights
- Italian Civil Code - articles 1519-bis and following
- Legislative Decree 70/2003 on electronic commerce
This return policy complies with current Italian and European legislation. In case of disputes, Italian law and the jurisdiction of the consumer’s court shall apply.
🛒 Need help?
Our team is here to assist you at every stage of the return process.
