Satisfied or reformulate
I'm not satisfied with my products, what can I do?
It rarely happens (less than 91% of all orders), but if you are not completely satisfied with your products, we are here to help !
According to the provisions of art. 59, letter c) of the Consumer Code, the right of withdrawal is excluded in relation to the supply of goods made to measure or clearly personalized.
However, customer satisfaction is the most important thing for us. It is important!
Send us an email within 15 days from the date of receipt of the products (proof of delivery by the courier) to firstname.lastname@example.org. Indicate your order number (you can find it on the order confirmation email or on your profile section) and tell us your experience in detail. We will be happy to agree with you a reformulation *.
For complaints received more than 15 days from the date of receipt of the products (proof of delivery by the courier), we offer you the possibility to return the goods and obtain a coupon ** to be used on our site.
The customer has the possibility to make a claim for a single order by choosing between the two options previously indicated. The choice of reformulation excludes the possibility of returning the goods and receiving the coupon. By choosing the return, we will be unable to carry out the reformulation.
In case of return, the goods must be sent to:
Via Pontina Vecchia km 31,800
00071 Pomezia (RM)
Attach the return form (which you can download here) to the package and send us an email to email@example.com with which you can communicate the your intention to return the goods.
- We recommend that you pack the products well and, if possible, reuse the original packaging box or send them in a padded envelope or suitable cardboard box.
- The quantity of product inside the bottle must be greater than 50% of the total and the product must not have been altered in any way.
- Shipping costs are charged to the customer.
- Once the goods are received, we reserve 5 working days to process your request.
* Rewording - terms and conditions
The decision to agree a reformulation, as well as the choice of the product or products to be reformulated, is up to Shampora Srl on the basis of the information collected and is not contestable. Reformulation can only be agreed on the customer's first order.
The Satisfied or Reformulated policy is not applicable: on orders subsequent to the first; on products received for free or at the cost of shipping costs only; if the fragrance or its intensity is not to the satisfaction of the Customer; in case of allergic reactions, sensitivities or intolerances (please note that the products comply with all the regulations on cosmetics and that the INCI can be consulted before completing the order, therefore it is the Customer's responsibility to check the u2019 any presence of non-tolerated or unwanted substances); in the event that the information provided by the customer via the / Hair Profile questionnaire is incorrect, partial or missing; in the event that the Customer does not comply with the indications of Shampora Srl and / or selects a product other than those recommended or indicated as good alternatives.
- The Shampora team will take charge request within 5 working days.
- The customer will be required to provide detailed feedback on their experience with the products. The collaboration of the customer is mandatory and indispensable to the reformulation process.
- If the request is accepted, the customer will be informed about the timing which is at the discretion of Shampora Srl. The times are variable and not contestable.
- The reformulated goods will be sent to the shipping address indicated on the customer profile unless otherwise agreed with it.
** Coupon - terms and conditions
- The value of the coupon can amount up to 50% of the amount paid by the customer for the returned goods. The payment receipt is valid.
- The coupon can be used only once on the website www.shampora.com and cannot be combined with other promotions.
- The coupon must be used within 90 days of its issue.
- The coupon cannot be transferred to third parties and must be used by the account of the customer who made the return.
- The coupon consists of a code that will be sent to the email address indicated by the customer at the time of registration.
How to apply the coupon
To take advantage of the coupon it is necessary to order as many products as have been returned. The following cases are for example purposes only.
Ex. 1: return of a single product: issue of the coupon that can be used for the purchase of at least one product.
Ex. 2: return of two products: issue of the coupon that can be used for the purchase of at least two products.