Refund policy

Returns and Refunds Policy

  1. Right of Withdrawal

In accordance with Italian and European consumer rights regulations, you have the right to exercise your right of withdrawal within 14 days from the date of receipt of the products, without providing any reason.

The right of withdrawal allows you to return the purchased product and receive a refund, provided that the returned products are in the same condition in which you received them, i.e., new, unused, and unopened, with the original packaging intact.

  1. How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to return the order within 14 days from the receipt of the product. You can do so in one of the following ways:

  • Via Email: Send a communication to mosto.cosmeticssrl@gmail.com clearly stating your name, address, order number, and the product you wish to return.

Once your withdrawal request is accepted, we will send you all the necessary return instructions.

  1. Return Conditions

To return a product, it must meet the following conditions:

  • The product must be new, unused, and undamaged.
  • The original packaging must be intact, without alterations, and include all accessories (manuals, labels, etc.) if applicable.
  • Sealed cosmetics (e.g., cream jars, masks, skincare products) cannot be returned if the seal has been removed or damaged.

Important: We do not accept returns for products that have been opened, used, or are no longer in resellable condition (e.g., with broken or damaged packaging).

  1. Return Shipping Costs

The return shipping costs are the responsibility of the customer, unless the product received is damaged, defective, or incorrect. In this case, we will cover the return shipping costs.

We recommend using a tracked courier for returns to avoid issues in case of lost packages.

  1. Refund

Once we receive the returned product and verify that it meets the return conditions, we will proceed with the refund of the amount paid. The refund will be processed via the same payment method used for the purchase (e.g., credit card, PayPal, bank transfer) within 14 days of receiving the return.

If the order was paid via credit card, the refund will be made to the same credit card used. If the payment was made via PayPal, the refund will be issued to the same PayPal account.

The refund will include the total amount paid for the product, but will not include the shipping costs, unless the product was damaged, defective, or incorrect.

  1. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receiving the order. In this case, the return shipping costs will be covered by us, and we will process either a full refund or a replacement of the product, depending on your preference.

Please send us photos of the damaged or defective product so that we can manage the case with the courier and expedite the refund or replacement process.

  1. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

  • Sealed products that have been opened after delivery (e.g., cosmetics, skincare items).
  • Customized or made-to-order products.
  • Products that, by their nature, cannot be returned (e.g., products that could deteriorate quickly, such as cosmetics that require specific storage conditions).
  1. Return Procedure
  • Withdrawal Notification: Send your withdrawal request via email or return form.
  • Prepare the Return: Package the product securely, preferably using the original packaging.
  • Ship the Package: Use a courier of your choice to return the item. Keep the shipping receipt and tracking number.
  • Verification and Refund: Once the product is received, we will verify it. If everything is in order, the refund will be processed.
  1. Contacts for Returns and Refunds

For any questions or clarifications regarding returns and refunds, do not hesitate to contact us:

Important Note

All returns must be made in accordance with the policies outlined above. If you have any specific questions or need further information, our customer service team is available to assist you.