Refund policy

RETURNS AND REFUNDS POLICY
Last updated: October 2026

1. Right of Withdrawal
Under Italian Legislative Decree 206/2005 (Consumer Code), implementing Directive 2011/83/EU, you have the right to withdraw from your purchase for any reason, without giving explanations, within 14 days of receiving the products.

2. How to Start a Return
Send an email to assistenza@elaxo.it with:
- Subject: "Return Request - Order #[order number]"
- First and last name
- List of products to return
Return address: ELAXO S.R.L.S. – Via Dalmazia 24/A, 07100 Sassari (SS), Italy

3. Product Condition
For hygiene and health protection reasons (art. 59(e) Legislative Decree 206/2005; art. 16(e) Directive 2011/83/EU), the right of withdrawal applies only to cosmetic products that are intact, unopened and still sealed in their original packaging. Returns of opened, tested or partly used products will not be accepted under the right of withdrawal. For opened products, the ELAXO 30-day Guarantee described in point 8 is available.

4. Return Shipping Costs
Return shipping costs are paid by the customer. We recommend using a tracked service. ELAXO S.R.L.S. is not responsible for returns lost in transit.

5. Refund
Once we receive the product and check that it is intact, we will refund the amount paid — including the original standard shipping costs — within 14 days of receiving the return, using the same payment method used for the purchase.

6. Damaged, Defective or Non-Conforming Products
If you receive a product damaged in transit, please report it as soon as possible — preferably within 48 hours of receipt — by writing to assistenza@elaxo.it with photos, so that we can help you quickly and open a claim with the carrier. This time frame is only for handling the claim with the carrier and does not limit your rights in any way.

7. Legal Guarantee of Conformity
Regardless of the right of withdrawal and the terms above, all products are covered by the 24-month legal guarantee of conformity under articles 128 et seq. of Legislative Decree 206/2005. In the event of a lack of conformity you are entitled, under the law, to repair, replacement or refund of the product. For defective or non-conforming products we will replace or fully refund them, including shipping costs, at our expense.

8. ELAXO 30-day Guarantee ("money-back guarantee")
In addition to what the law provides, ELAXO S.R.L.S. voluntarily offers a commercial guarantee that allows you to return the product even if opened and used.

This guarantee is an additional commercial commitment: it is added to the right of withdrawal in point 1 and to the legal guarantee of conformity in point 7, without limiting or replacing them. Your statutory rights remain unaffected and free of charge in all cases.

Conditions of the ELAXO 30-day Guarantee:
a) The request must be sent to assistenza@elaxo.it within 30 days of the order delivery date.
b) The guarantee applies to the first purchase and can be used only once per customer, meaning a natural person, shipping address or payment method.
c) The product must be returned, even if opened and partly used, in its packaging. Return shipping costs are paid by the customer.
d) The refund covers the price actually paid for the product. Shipping costs paid at the time of the order are not refunded.
e) The refund is made within 14 days of receiving the return, using the same payment method used for the purchase.
f) For multi-product packs or offers including several products, the whole pack must be returned and the refund equals the amount actually paid for it.
g) For hygiene reasons, products returned under this guarantee are not resold.

ELAXO S.R.L.S. reserves the right not to apply the ELAXO 30-day Guarantee in case of clearly abusive use, for example repeated requests attributable to the same customer. This limit concerns only this commercial guarantee and does not affect in any way the rights granted by law.

9. Orders delivered to Switzerland and the United States
The right of withdrawal and the ELAXO 30-day Guarantee also apply to orders delivered to Switzerland and the United States, under the conditions above. Return shipping costs and any customs charges on the return are paid by the customer. To start a return, write to assistenza@elaxo.it.

This is a translation provided for convenience. The Italian version is available by switching the site language to Italian.