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Our politics

You can return the goods received without notice within 14 days.
In addition to this period, we give you the option to add 16 days to the time limit for return. You have 30 days to send the goods back!
No refund will be made on open products, used or without original packaging! We recommend that you pack the products well and ship them with a padded envelope or in a carton to our address!

How to proceed with the return

The cost of shipping is charged to the customer.
Send the well-packaged goods to the following address:

  • Substantia Cosmetics
  • Via Dante 103
  • 15121 Alessandria
  • Italia

Please enter a note in the package that includes your details (name, surname, address, order number) and the reason for the return.
Please note that:
The package can take up to 7 days before it arrives to us
Returned items will be processed within 5 working days (Saturday excluded) from receipt of the package
It is necessary to pack the products with extreme care so that they are not damaged during transport
It is necessary to keep the receipt as proof of shipment, in case it is requested by our operators

How are the money returned to me?

As soon as your package arrives at your destination, we will refund you!
This can be done through a voucher to purchase the value of the returned products or by transferring the money.
Depending on how the order was paid, you will get:
With PayPal you will receive a direct refund to your Paypal account.
With a credit card you will receive a direct refund on your credit card.
With direct debit / direct debit we will transfer the amount to your bank account.