Terms of service
Terms of Service
1. Business Identity & Contact Information
Service Provider: Natuessence Italy s.r.l
Email: contatto@natuessence.it
Legal Address: Via Temolo Libero 4, 20126 Milano (MI), Italy
For any questions or concerns regarding these terms, please contact us at the email address above.
2. Scope & Applicability
These Terms of Service apply to all purchases made through our online store. By placing an order, you agree to be bound by these terms. We reserve the right to modify these terms at any time. Continued use of our service constitutes acceptance of any modifications.
3. Product Information & Characteristics
Main Product Characteristics
Our store specializes in henna-based and natural hair color products. Each product page displays:
- Product name and description
- Main ingredients and composition
- Color swatches and expected results
- Usage instructions
- Safety warnings and contraindications
- Price in EUR (including all applicable taxes)
- Availability and delivery timeframe
Important: Product colors displayed on screens may vary slightly from actual product due to monitor/lighting differences. We recommend ordering sample sizes before committing to full-size products.
4. Pricing & Payment Terms
Price Guarantee
- All prices displayed are in EUR and include all applicable taxes (VAT)
- Prices are valid at the time of order placement
- We reserve the right to correct obvious pricing errors
- Delivery costs are calculated and displayed separately before you confirm your order
Accepted Payment Methods
We accept:
- Credit cards (Visa, Mastercard, American Express)
- PayPal
- Bank transfers
- Other payment methods as displayed at checkout
Payment Obligation
By placing an order with a button clearly labeled "Order with payment obligation" or similar, you confirm that you understand placing the order creates a binding payment obligation. Payment is due immediately upon order placement.
5. Shipping & Delivery
European Union & UK Orders
- Processing Time: 1-2 business days after order placement
- Delivery Timeframe: 3-7 business days via standard courier service
- Shipping Costs: Calculated based on order value and destination
- Free Shipping: Available for orders over €59 (EU only)
- Delivery Address: Must be a valid physical address; PO Boxes not accepted
Non-EU Orders
- Processing Time: 1-2 business days after order placement
- Delivery Timeframe: 5-14 business days depending on destination
- Shipping Costs: Based on weight and destination; customer responsible for import duties and taxes
- Customs Clearance: Customer responsible for any customs documentation
Important Delivery Disclaimers
- Delivery timeframes are estimates only and are not guaranteed
- Once transferred to courier, transit times are outside our control
- We are not liable for delays caused by customs, weather, or courier delays
- You assume risk of loss once package is handed to courier
- We recommend signing for receipt to protect your delivery
6. Your Right to Withdraw & 14-Day Cooling-Off Period
Your Right to Withdraw
Under EU consumer protection law, you have the legal right to withdraw from your purchase within 14 days of receiving your order without providing a reason.
How to Exercise Your Right to Withdraw
To withdraw from your purchase:
- Notify us in writing by email to contatto@natuessence.it
- Include: Your order number, name, and reason for withdrawal (optional)
- Send within 14 days of receiving your package
Your Obligations When Withdrawing
- Return the goods in unopened, original condition with original packaging
- Return goods within 14 days of notifying us of withdrawal
- You bear the cost of return shipping (unless the product is faulty)
- We will refund the purchase price within 14 days of receiving the returned goods
- Original shipping costs paid by you will be refunded
7. Refund Terms & Returns
For detailed information on how to return products and our return conditions, please refer to our Return Policy. Key points:
- Return Window: 30 days from delivery
- Condition: Must be unopened, unused, in original packaging
- Refund Method: Original payment method used for purchase
- Refund Timeline: Within 14 days of us receiving and inspecting your return
-
Restocking Fees:
- For Defective/Damaged Products: No fee; we also refund return shipping
- For Buyer's Remorse: 10% restocking fee deducted from refund
8. Product Liability & Safety Disclaimers
Patch Testing
We strongly recommend conducting a 48-hour patch test before using any hair color product. To perform a patch test:
- Apply a small amount of product behind your ear or on your inner arm
- Wait 48 hours and observe for any adverse reactions
- If redness, itching, burning, or swelling occurs, do not use the product
Allergic Reactions: While henna-based products are generally well-tolerated, allergic reactions are possible. If you experience any adverse reactions, discontinue use immediately and consult a healthcare professional. We handle allergy-related claims on a case-by-case basis.
Disclaimer of Warranties
- Products are provided without warranties or guarantees regarding color results or performance
- Actual color results depend on your starting hair color, hair condition, and application technique
- We make no warranty that products will achieve results identical to product swatches
- We disclaim responsibility for results achieved through misuse or improper application
9. Cosmetics Regulation & Ingredient Transparency
All products sold comply with EU Cosmetics Regulation (EC 1223/2009). Product pages include:
- Complete ingredient list (INCI nomenclature)
- Instructions for use
- Safety warnings and contraindications
- Storage instructions
- Expiration/best-before dates
For Sensitive Skin: Please review ingredient lists carefully. If you are allergic to henna, indigo, cassia, or PPD, do not use our products. Contact us if you have questions about specific ingredients.
10. GDPR & Data Privacy
Personal Data Collection
We collect personal information to process and deliver your order, manage returns, communicate with you, comply with legal obligations, and send marketing communications (with your consent).
Your Data Rights
Under GDPR, you have the right to:
- Access: Request a copy of your personal data
- Correction: Request correction of inaccurate data
- Deletion: Request deletion of your data
- Portability: Request your data in machine-readable format
- Opt-out: Unsubscribe from marketing emails at any time
To exercise these rights, contact contatto@natuessence.it with "Data Request" in the subject line.
11. Governing Law & Dispute Resolution
Governing Law
These terms are governed by the laws of Italy and the European Union.
Dispute Resolution
If a dispute arises:
- Contact us first: Email contatto@natuessence.it with details. We will attempt to resolve within 30 days.
- Alternative Dispute Resolution: If unresolved, either party may refer the dispute to alternative dispute resolution.
- Legal Action: Legal proceedings may be brought in the courts of Italy or your country of residence.
12. Contact Information
For questions about these terms:
Email: contatto@natuessence.it
Response Time: We aim to respond to all inquiries within 2 business days.