Delivery and returns

Delivery and / or shipping terms and liability

Terraliva undertakes to deliver the goods ordered within n. 3-5 working days from the conclusion of the sales contract, via trusted courier. Delivery is understood to be carried out when the ordered products come into the possession of the Customer or of the person who, if necessary, delegated to collect them during the order phase or subsequently by communicating to Terraliva, in writing. If these terms cannot be met (eg: products not in stock), Terraliva undertakes to notify the Customer by telephone (at the telephone number indicated during registration) to warn him and report when the products can be delivered. In this case, the price will be charged to the Customer only upon actual collection of the ordered products.

Each delivery contains the products ordered and the related accompanying documentation. Although art. 63 of the Consumer Code establishes that if the products suffer loss or damage, for reasons not attributable to Terraliva, the resulting risk is transferred to the Customer only when the latter, or a third party designated by him, materially enters into possession of the products, the Customer is guaranteed the replacement of the damaged products without any charge to the Customer, by notifying Terraliva (Tel. 339.6585785; e-mail info@terraliva.com).

In this regard, it is specified that, upon collection, the Customer is required to verify that the package is intact, not damaged or wet. Only after this verification can he accept the delivery, otherwise he can refuse the package.

Right of withdrawal

Pursuant to art. 52 of the Consumer Code, the Customer has the right to exercise the right of withdrawal (i.e. the right to return the products, for any reason whatsoever and without providing justifications and without any charge against him) within n. 14 (fourteen) days from delivery of the products. This right of withdrawal may be exercised by giving notice to Kalè Cosmetics in the following ways:

Submit any explicit declaration of your decision to withdraw from the contract: – via e-mail info@terraliva.com; – by ordinary mail Terraliva di Frontino Giuseppina – Via Galermi 22, 96100 Syracuse (SR); – by telephone (339.6585785).

Upon receipt of the withdrawal request, Terraliva will collect the products from the Customer, without charging the Customer anything. To report any anomalies or errors or inefficiencies or receive assistance on products that do not comply with the order, the Customer can contact Terraliva. In the event of withdrawal, the obligations of the Parties lapse. In particular, the Customer will be reimbursed for the costs of the products ordered within n. 14 (fourteen) days from the moment in which Terraliva has been informed by the Customer that it wishes to exercise the right of withdrawal.

Terraliva will reimburse the Customer with the same tool used by the Customer to pay for the order, except as otherwise agreed between the parties. The Customer is responsible for any manipulation of the goods other than that necessary to establish their nature, characteristics and functioning. In any case, any deficiencies or damage to the goods received will be charged to the Customer. The burden of proof relating to the exercise of the right of withdrawal lies with the Customer. It should be noted that pursuant to Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013 relating to the resolution of online consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22 / EC (regulation on ODR for consumers) and the Council Recommendation on Consumer Protection in the e-commerce sector of 24 March 2016 (C2016-13), the consumer has the right to use the “ODR” platform developed by the European Commission to find an out-of-court solution, in the event of purchasing problems via e-commerce websites. The platform can be used by consumers residing in the European Union, Norway, Iceland, Liechtenstein and the seller (in this case, Terraliva) resides in the European Union. In order to use this protection tool, you must connect to the site made available by the European Commission at https://ec.europa.eu/consumers/odr/main/?event=main.home.show.