Cancellation, Returns, and Refunds Policy
1. Cancellation Terms
Users have the right to cancel their purchase within 14 days of receiving the order, without providing any reason. To exercise the right of cancellation, it is necessary to contact us within the specified period and provide a clear statement of the intention to cancel the order.
After notifying us of the cancellation, the user has an additional 14 days to return the item. Return shipping costs are the responsibility of the user, unless stated otherwise. Refunds will be processed within 14 days of receiving the returned product or the proof of shipping provided.
2. Damages and Issues
In case of receiving a damaged, defective, or incorrect item, the user must report the issue within 48 hours of delivery by contacting our customer service. A description of the problem and, where possible, photographic evidence of the damage or discrepancies will be required.
Depending on the situation, we may offer:
• A full refund;
• A replacement item at no additional cost;
• A discount voucher for future purchases.
We cannot accept claims for damaged or defective items if the communication occurs after 48 hours of receipt.
3. Exceptions: Non-returnable Items
Some items cannot be returned or have restrictions regarding the return policy. These include:
• Customized products: Made-to-order or personalized items based on customer specifications.
• Perishable items: Products with a short shelf life (e.g., food, flowers, etc.).
• Personal hygiene and cosmetic products: If opened or used (e.g., cosmetics, body care products).
• Gift cards and prepaid cards.
In these cases, refunds or exchanges are not available unless there is a manufacturing defect.
4. Exchanges and Refunds
Exchanges
Exchanges are available only for defective or incorrect items. If you wish to change a product for another reason, you must request a return following the standard procedure and then make a new purchase.
Refunds
Once the returned item is received and inspected, we will inform the user via email regarding the approval or rejection of the refund. If approved, the refund will be credited back to the original payment method within 7-14 business days.
In some cases, handling or shipping fees may be deducted from the total refunded amount, where applicable.
5. Contact Information
To exercise the right of cancellation, report damages or issues with a product, or request information on exchanges and refunds, users can contact us via:
• Email: SaintCloe@icloud.com
• Address: Via di Galceti, Prato, (Po), Italy
Our customer service is available during the following hours: Monday to Friday, from 9:00 AM to 6:00 PM.
This Cancellation, Returns, and Refunds Policy is updated as of September 20, 2024.