Help & information

Returns & refunds

Changed your mind or had a problem when your order arrived? Below you will find the steps to follow to return a product, request a replacement or obtain a refund. This information supplements etnā’s General Terms and Conditions of Sale.

Contents

Withdrawal

Changed your mind?

For any order placed online, you have 14 days from receipt of your order to inform us of your decision to withdraw, without having to give a reason.

When several products from the same order are delivered separately, this period starts on receipt of the last product.

To exercise your right of withdrawal, you can use the form provided in our General Terms and Conditions of Sale or send us a clear statement of your wish to withdraw. Your request can be sent:

• via our contact form;
• by email to [email protected].

Please include your name, your order number and the products concerned to help us process your request.

Returning products

How do I return products?

Once you have informed us of your decision to withdraw, you must return the products concerned without undue delay and no later than 14 days after sending your request.

We recommend that you keep your proof of postage and the parcel tracking number until your request has been fully processed.

Product condition

What condition must products be returned in?

Products must be returned unopened and complete, with their original packaging and any accessories or documents received with the order.

The refund may be reduced or canceled if the product has been handled beyond what is necessary to check its nature and characteristics, and this handling has reduced its value.

Unsealed products

Can I return an opened or unsealed product?

The right of withdrawal may not apply to products unsealed after delivery when they can no longer be returned for reasons of hygiene or health protection.

This may apply in particular to products whose inner seal, seal or security device has been removed or damaged.

This restriction does not apply when a product is defective, damaged or does not match the order.

Return costs

Who pays for return shipping?

If you have changed your mind, the direct costs of returning the products are borne by the customer, unless ETNA states otherwise.

When a return is due to a picking error, a product that does not match the order or an item received damaged, the costs of handling it are not borne by the customer. In this case, our customer service will tell you exactly how to make the return.

Refund timing

When will I be refunded?

When the right of withdrawal is validly exercised, ETNA refunds the sums paid. The refund is made no later than 14 days from the date on which ETNA received the products and confirmed they are in acceptable condition.

The refund is made using the same payment method as used for the order, unless you expressly agree to another method that does not incur any additional costs.

Depending on your bank or payment method, it may take a few extra days for the refund to appear on your account.

Damaged product

Is your product damaged or not as ordered?

If you receive a product that is damaged or does not match your order, contact our customer service as soon as possible. To help us process your request, please send us:

• your order number;
• a description of the problem;
• a photo of the product concerned;
• a photo of the parcel and its packaging;
• a photo of the shipping label, if necessary.

Keep the parcel and the products concerned until your request has been resolved. Do not return the product until you have received instructions from our team.

After checking, we will offer you a suitable solution: replacement, new shipment or refund, depending on the situation.

Wrong product

Did you receive the wrong product?

Contact our customer service with your order number and a photo of the product you received.

Our team will tell you how to return it and, depending on the situation, arrange for the product you ordered to be sent or refunded.

Incomplete order

Is your order incomplete?

Check the contents of the parcel and any documents enclosed with your order. In some cases, certain products may be shipped separately.

If a product is missing, contact our customer service with:

• your order number;
• the list of products received;
• a photo of the contents of the parcel;
• a photo of the packaging and shipping label.

Our team will check how your order was prepared and shipped before offering you a solution.

Pending refund

Haven’t received your refund yet?

Check the payment method used for your order and your bank’s processing times.

If the refund still does not appear after the stated period, contact us with:

• your order number;
• the date of your return request;
• the date the parcel was shipped;
• your proof of postage;
• the return tracking number.

Contact

Need help?

Our customer service is available to help you with your request.

To help us process your request, please include your order number in every message.