Refund policy
Right of withdrawal
Unless an applicable exception applies, consumers in the European Union and the United Kingdom may withdraw from an online purchase within 14 days after receiving the goods, without giving a reason.
Online withdrawal form
To submit a request online, use the Withdraw from the contract function, enter the email address used for the purchase, select the order and the relevant items, and submit the request. The online form is optional and does not limit the right to send any other unequivocal withdrawal statement within the legal deadline.
Orders delivered to Switzerland
Swiss law does not provide a general statutory right of withdrawal for online purchases. Any voluntary return conditions offered by Stanartis remain applicable, together with mandatory rights concerning defective or non-conforming products.
Withdrawal period
For goods, the 14-day period begins on the day when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. For goods delivered separately, it begins upon receipt of the last item, lot or piece.
Exceptions for sealed health and hygiene products
The right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene where the seal or suitable protective closure has been removed, opened or compromised after delivery. For food supplements and cosmetics, this exception applies when the statutory conditions are met.
This exception concerns withdrawal due to a change of mind only. It does not limit the legal guarantee or the right to report products that are defective, damaged or not in conformity with the contract. Opening a product does not remove these rights where an actual lack of conformity exists.
Effects of withdrawal
Eligible payments, including the cost of the least expensive standard delivery offered, will be refunded without undue delay and no later than 14 days after Stanartis is informed of the withdrawal. Additional delivery costs resulting from a more expensive delivery method are not refundable. The refund may be withheld until the goods are received or the consumer supplies evidence of having returned them, whichever occurs first.
The consumer must return the goods without undue delay and no later than 14 days after communicating the withdrawal. Return shipping costs are borne by the consumer. The consumer is responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Legal guarantee of conformity
Mandatory legal conformity rights remain unaffected. For European consumers, goods are covered by the legal guarantee in accordance with the law of the country of habitual residence, generally for at least two years after delivery. The nature, shelf life and correct storage instructions of food supplements and cosmetics are taken into account when assessing conformity.
Customers must store and use products in accordance with the instructions on the label and packaging, including temperature, light, humidity, closure, expiry date and, for cosmetics, the period after opening. Deterioration reasonably caused by incorrect storage, contamination after delivery, improper handling or use beyond the indicated period is not a lack of conformity. This does not affect liability for defects existing at delivery or products that deteriorate prematurely despite correct storage and use.
Withdrawal Right
Unless an exception applies, the User may enjoy the right to withdraw from the contract within the period specified below (usually 14 days) for any reason and without justification. The User can find more information about the right of withdrawal in this section.
Who has the right of withdrawal
Unless one of the exceptions listed below applies, Users acting as European Consumers have by law the right to withdraw from contracts concluded online (distance contracts) within the time period specified below for any reason and without the need for justification.
Users who do not meet these requirements do not enjoy the rights described in this section.
Exercising the right of withdrawal
In order to exercise the right of withdrawal, the User must send the Controller unequivocal notice of his intention to withdraw from the contract.
For this purpose, the User may use the model withdrawal form found in the definitions section of this document. However, the User is free to express his or her intention to withdraw from the contract in any other suitable form. In order to comply with the period within which the right must be exercised, the User must send the withdrawal statement before the withdrawal period expires.
When does the withdrawal period expire?
In the case of the purchase of goods, the withdrawal period expires after 14 days from the day on which the User or a third party - appointed by the User and other than the courier - takes possession of the goods.
In case of purchase of several goods ordered together but delivered separately or in case of purchase of a single good composed of several lots or pieces delivered separately the withdrawal period expires after 14 days from the day when the User or a third party - appointed by the User and different from the courier - takes possession of the last of the goods, lots or pieces.
Effects of withdrawal
The Holder shall refund all payments received including, if made, those related to delivery charges to Users who have properly exercised their right of withdrawal.
However, the increased cost resulting from choosing a particular delivery method other than the cheapest standard delivery offered by the Holder shall remain the responsibility of the User.
The refund shall be made without undue delay and in any event within 14 days from the day on which the Holder was informed of the User's decision to withdraw from the contract. Unless otherwise agreed with the User, the refund shall be made using the same means of payment used for the initial transaction. The User shall not incur any costs as a consequence of the withdrawal.
… On contracts for the purchase of tangible goods
Unless the Holder has offered to collect the goods, the User is obliged to return them to the Holder or other person authorized by the Holder to receive them without undue delay and in any case within 14 days from the day on which the User communicated his intention to withdraw from the contract.
The deadline is met if the delivery of the goods to the carrier or other authorized person occurs before the expiration of the 14-day period described above. The refund may be withheld until receipt of the goods or until the User has provided proof of return of the goods.
The User shall be liable for any diminution in the value of the goods resulting from use of the goods other than that necessary to establish their nature, characteristics, and operation.
Return shipping costs are the responsibility of the User.
Legal Warranty of Product Conformity
Under European law, the seller guarantees the conformity of the goods sold for a minimum period of 2 years after delivery. Therefore, the seller is required to ensure that the goods purchased have the quality, functionality, or characteristics promised or reasonably foreseeable for at least two years from the time of delivery to the buyer.
Where Users act as European Consumers, the legal warranty of conformity of goods applies to items available on this Web Site in accordance with the laws of the country in which they ordinarily reside.
The national laws of that country may grant such Users broader rights.
Consumers not acting as European Consumers may have conformity warranty rights under the laws of the country in which they ordinarily reside.
