Refund policy

14. Right of withdrawal

In the countries of the European Union, the Customer as the consumer has the right to withdraw from the Contract within 14 days of receipt of the Product, without any penalty and without specifying the reason as provided by law.

In order to be able to notify AWvi of the exercising of the right of withdrawal, the Customer must send, within 14 days of receipt of the Product by the Customer or by the third party indicated in the Order, notification to Customer Services at the following email address [contact@awvi.life], via an email by univocally communicating their desire to withdraw. In order to meet the withdrawal deadline, it is sufficient for the notification concerning the exercising of the right of withdrawal to be sent before the expiry of the withdrawal period.

Customer Services will check the regularity of the procedures for exercising the right of withdrawal by the Customer and in the case of a positive outcome will communicate to the customer the procedure to follow. The Customer must return the Product to AWvi within 14 days from the date of receipt of the aforesaid communication. To return the Product the Customer must only use the original packaging. In order to meet the withdrawal deadline, the Customer will have to return the Products before the expiry of the withdrawal period.

The shipping cost for the return of the Product shall be borne by AWvi, which however will not be obliged to reimburse the additional costs in the case in which the Customer has chosen a type of delivery other than the least expensive.

AWvi, within 14 days from the exercising of the right of withdrawal, will refund the Customer the entire amount paid by them. The refund will be made by the same method as used by the Customer to make the payment.

AWvi reserves the right to suspend the refund until receipt of the Product that is the subject of the withdrawal. After having assessed the integrity and saleability conditions of the Product, AWvi will notify the Customer of their right to a refund of the full amount paid.

For reasons of hygiene and related to the protection of health and safety, the right of withdrawal may not be exercised in the case where sealed or packaged Products have been opened or used and therefore have lost their integrity and are no longer saleable. In this case, AWvi will not provide any refund.

The Customer will bear the risks of returning Products as well as the decrease in the value of the Products resulting from the handling of goods other than that necessary to determine the nature, characteristics and operation of the goods.

For non-EU countries, the right of withdrawal referred to in this article shall not apply and, therefore, AWvi shall by fully entitled to decide whether or not to accept a Customer’s request, except in cases in which a Product is faulty.

In any case, returns, even if authorised, will need to be at the expense and under the responsibility of the Customer.

In the event of any queries or requests, the Customer can contact AWvi by using the contact form or by emailing the address [contact@awvi.life].

15. Product replacement

Again as regards EU countries, except as provided for in the previous article, the Customers may, if they wish, replace the Product(s) purchased within 14 days from delivery, by contacting Customer Services at the following email address [contact@awvi.life].

The shipping cost in case of replacing the Product is charged to the Customer.

The Product cannot be replaced if sealed or packaged Products have been opened or used and, in this case, AWvi will not proceed with any change. AWvi therefore reserves the right to suspend the change authorisation on receipt of the Product in order to check the integrity of the Product itself. After assessing the conditions of the Product, AWvi will communicate to the Customer the possibility of making the replacement and will refund the purchase price with the same method used by the Customer to make the payment.

If the Customers want to, they can make a new purchase, as provided by these General Terms and Conditions.

There are, by way of example, some cases in which the change request cannot be accepted:

- Opened and incomplete packages;

- Open bottles in which even the smallest part of the Product has been used;

- Products in which the seal, if present, is not intact.

16. Legal guarantees of sale and faulty Product return

AWvi guarantees the Customer that the Products will be free from manufacturing and material defects as well as in accordance with the descriptions published on the Website, providing the legal guarantee of compliance.

It is understood that the Products comply with the Contract if (i) they comply with the description given and have the qualities presented on the Website, (ii) are suitable for the use for which they are normally intended, (iii) show quality and characteristics which are normal in goods of the same type and which can be reasonably expected.

Once the Product has been received, the Customer must check its compliance.

In the case in which the Customer is aware that the Product received is faulty or does not conform to the terms provided by the Order sent or by these General Terms and Conditions, they must notify AWvi Customer Services immediately using the email address [contact@awvi.life] indicating the Order details and the differences found in the Product received.

AWvi will provide the Customer with the information necessary to be able to return the Product. These guidelines do not in any way constitute recognition of defects or non-compliances, whose existence must then be established once AWvi has received and examined the Product.

Once returned, AWvi will examine the Product and will notify the Customer of the outcome of the checks carried out using the address provided by the latter in the Order. If the Product is not covered by a guarantee, it will be returned to the Customer. Otherwise, AWvi will communicate whether it intends to proceed with the Product repair/replacement or refund the entire amount paid by the Customer.

The Product refund and/or replacement will be carried out as soon as possible and in any case within 14 days from the sending date of the acknowledgment by AWvi to proceed with the refund or the repair or replacement of the Product. In the case of a refund, the amount paid will be returned in full, including the delivery costs incurred to send the Product. The refund will be made by the payment method used to make the purchase.

The delivery costs for the return to AWvi of Products to be repaired or replaced, as well as all costs for the delivery to the Customer of the repaired or replaced Products will be solely borne by AWvi.

It is pointed out that European legislation, in relation to the sale and guarantee of a consumption good, provides for a minimum legal guarantee of 2 years. The individual Member States may require the consumer to report the defect found within 2 months from its discovery. Defects found within 6 months after delivery of the Product, are presumed, until proof to the contrary, already existing at the time of delivery.

In any case, the Customer as a consumer can use the internal legislation in their country of origin, if it is more favourable than that laid down in the European rules.

The legal guarantee of compliance is always applicable, provided that the Customer can provide the purchase receipt only.