Return Policy

Right of Withdrawal and Return Period

The customer has the right to withdraw from the contract without incurring any costs (other than the return shipping costs) and without the need to provide any reason, within 14 (fourteen) days from the day on which the customer, or a third party designated by the customer (other than the carrier), takes physical possession of the product(s).

Therefore, in exercising the right of withdrawal, any purchase made in the store may be returned within 14 days of receipt. After this period, we will be unable to offer a refund or exchange.

If the customer wishes to exercise the right of withdrawal, they must complete and submit an unequivocal statement of contract cancellation. This can be done by contacting the store within the period indicated above and requesting the withdrawal form, or by sending an explicit request via email to info.viaessenza@gmail.com, clearly indicating their intention to withdraw from the contract.

The email must include the following information:

Recipient’s full name
Telephone or mobile contact
Order number
Order date
Date of receipt of the order
Number and description of products purchased

Once the withdrawal request has been received, a response will be sent as soon as possible to coordinate the collection or return of the purchased product(s).

Return Conditions

To be eligible for a return, items must be in the same condition in which they were received — unused, unwashed, and with all original packaging, labels, and accessories intact.
Products showing signs of misuse, damage, or improper handling will not be accepted.

Perishable goods such as food, flowers, newspapers, or magazines cannot be returned.
Likewise, personalized items are not eligible for return.

All returns must be sent directly to the merchant and not to the product’s supplier or manufacturer.

Documentation

To complete a return, the following documents must be included:

Purchase invoice
Proof of payment
Return form

Refunds

The refund of the product(s) value, including the initial delivery costs, will be processed within 14 days from the date we are notified of your decision to withdraw.

Via Essenza is not obliged to refund additional costs arising from a different or more expensive return method than the standard one we offer.
If the collection is organized by Via Essenza, the refund will be initiated after the returned product(s) are received and inspected.
The customer will be notified by email once this process is completed.

Refunds will be made using the same payment method used for the original purchase, unless expressly agreed otherwise and provided that no additional fees are incurred as a result of the refund.

If you have not received your refund within the indicated time frame, please first check your bank account again. If it is still not visible, contact your bank or card provider. If the issue persists, please contact us at info.viaessenza@gmail.com.

Exchanges

Exchanges are only accepted in cases where the order is defective, incomplete, incorrect, or damaged upon delivery.
If you wish to request an exchange, please contact us by email at: info.viaessenza@gmail.com.

The item must be sent to the following address:
{insert return shipping address}

Gifts

If the item was received as a gift, it can only be exchanged and must be accompanied by the original gift receipt.

Shipping Costs

The original shipping costs paid by the customer will be included in the refund amount, in accordance with Decree-Law No. 24/2014.

If the customer chooses a different return method from the one defined by Via Essenza, they will be responsible for any additional shipping costs incurred for the return or exchange.

Please note that we cannot guarantee the receipt or condition of returned items during transit.

International Returns

For international orders, the return process follows the same conditions outlined above.
Customers are responsible for ensuring the product is securely packaged and returned via a trackable shipping service.