Refund policy

REFUND POLICY

RETURNS

Customer satisfaction is important to us. If you have any inquiries or need advice, you can contact us via email.

Once you have received your order, you have 14 days to return it to us if the product has not been opened.

Simply send us an email, and upon receiving your order, we will issue a 100% refund.

The products sold on our store are guaranteed against any defects in design and material and are compliant with EU standards.

Experiencing an issue with your item? We will send you a replacement item at no cost to you!

However, for reasons of hygiene and health, we do not accept returns of cosmetic products that have been opened and any personal hygiene products that have been unsealed. 

If you choose to return the package to the sender (address of our warehouse) at your own expense, we will not be able to refund you. Please request return instructions from contact@fontanayskin.com.

Our policy lasts for 14 days. If 14 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Used, stained, damaged, degraded, or worn products cannot be refunded or credited.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

To complete your return, you must present a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):

- Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.

REFUNDS (if applicable)

Once we have received and inspected the returned item, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund request.

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

LATE OR MISSING REFUNDS (if applicable)

If you haven't received your refund yet, please check your bank account again.

Next, contact your credit card company, as it may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time required before a refund is posted.

If you have completed all of these steps and still have not received your refund, please contact us at contact@fontanayskin.com.

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@fontanayskin.com.

GIFTS

If the returned item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed that you have returned the item.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over 45€, you should consider using a trackable shipping service or purchasing shipping insurance.We cannot guarantee that we will receive the item you are returning as it depends on the chosen courier service. It is recommended to choose a shipping method that provides tracking and insurance for the returned item to ensure its safe delivery. By using a reliable shipping service, you can have peace of mind knowing that the item will be successfully delivered back to us. If you have any concerns or questions about the return process, please don't hesitate to contact us.