Refund policy

Last updated: 17/09/2026

This page describes how to exercise the right of withdrawal, return products and obtain refunds, as well as how damaged, defective or non-compliant products are handled.

1. Right of withdrawal

The consumer may exercise the right of withdrawal, in the cases provided for by applicable law, within 14 days from the day on which they acquire physical possession of the products, without having to provide a reason.

In the case of an order consisting of multiple products delivered separately, the period begins on delivery of the last item.

2. How to request withdrawal

It is not necessary to complete an online form.

The customer may communicate their intention to withdraw by sending an explicit declaration to one of the following addresses:

info@laboratorivonderweid.com

logistica@laboratorivonderweid.com

It is advisable to provide:

  • first and last name;

  • order number;

  • product or products concerned;

  • contact details for any communications.

Laboratori Vonderweid will confirm receipt of the request.

3. Product integrity and guarantee systems

Laboratori Vonderweid products may be equipped with different security and guarantee systems, including:

  • guarantee seals on jars;

  • tamper-proof caps with a safety ring or band on bottles;

  • tamper-proof caps on pill bottles;

  • heat-sealed closures on doypacks;

  • aluminium tabs or membranes;

  • plastic security elements that must be removed upon first opening;

  • equivalent systems that make it possible to verify whether the packaging has been opened.

In the cases provided for by law, for reasons of hygiene or health protection, the right of withdrawal may be excluded when the sealed product has been opened after delivery and its security system has been broken, removed or altered.

4. Products that have been opened, tasted or used

Products are not normally accepted solely due to a change of mind if they have been:

  • opened;

  • tasted;

  • used;

  • partially consumed, even if only to a limited extent;

  • without its corresponding seal or security system where the conditions provided for by law apply.

This rule does not apply when the product has arrived:

  • already opened;

  • with compromised seal or closure;

  • damaged;

  • deteriorated;

  • defective;

  • with leaked contents;

  • non-compliant.

In such situations, the customer must contact Laboratori Vonderweid to enable verification of the issue.

5. Fresh aloe leaves

Fresh aloe leaves are handled with particular care due to their nature.

If the customer identifies a quality issue and requests a replacement or another solution, they must contact Laboratori Vonderweid, providing photographs and a sufficiently detailed description of the issue identified.

The documentation enables the company to assess the condition of the product and identify the most appropriate solution.

Any rights to which the consumer is entitled under applicable law remain unaffected.

6. Product returns

After communicating the withdrawal, the customer must return the products within the time limits provided for by applicable law.

The return must be addressed to:

Laboratori Vonderweid S.r.l.
Via Josip Ressel 2/7, int. 15
34018 San Dorligo della Valle (TS) – Italy

In the event of simply changing one's mind:

  • the customer arranges the return shipment independently;

  • the direct cost of the return shall be borne by the customer;

  • using tracked shipping is recommended;

  • the customer should retain the receipt and tracking information until the matter is concluded.

Returns must not be made cash on delivery or carriage forward without prior agreement with Laboratori Vonderweid.

7. Packaging of the return

The customer must adequately package the products to be returned, using protection appropriate to the nature of the items and the transport.

Where possible, it is advisable to use the original packaging or packaging providing an equivalent level of protection.

The customer is responsible for any decrease in value resulting from handling the products in a manner exceeding that necessary to establish their nature, characteristics and functioning, within the limits provided by law.

8. Receipt and inspection of the return

After receiving the parcel, Laboratori Vonderweid verifies the condition of the returned products.

The inspection may concern:

  • integrity of the packaging;

  • condition of the seals or warranty closures;

  • any signs of opening or use;

  • condition of the product;

  • any damage occurring during return transport;

  • correspondence with the information stated in the request.

The refund shall be processed after receipt and inspection of the parcel, in compliance with the mandatory deadlines and conditions provided for by applicable law.

9. Return costs for simply changing one's mind

When the return results from the customer simply changing their mind, the cost of return shipping shall be borne by the customer.

Laboratori Vonderweid is not required to arrange home collection or provide a prepaid return label.

Any different methods may be agreed directly between the parties.

10. Refund methods

The refund is normally made using the same payment method used for the purchase.

By agreement with the customer, a different method may be used, provided that it does not entail additional costs for the customer.

Upon request and subject to agreement, a purchase voucher may also be issued in full or partial replacement of the refund.

In the event of withdrawal from the entire order, the costs of the standard delivery method initially incurred shall also be refunded, where provided for by applicable law.

11. Surcharge for cash-on-delivery payment

The EUR 3.00 surcharge applied for the cash-on-delivery payment service constitutes a cost specifically connected with the payment method chosen by the customer.

In the event of withdrawal, this surcharge will not be refunded, unless otherwise expressly agreed between the parties, without prejudice to any mandatory rights granted under applicable law.

12. Product ordered by mistake by the customer

If the customer purchased a product different from the one desired by mistake, they may exercise the right of withdrawal in the cases provided for by law.

The product must comply with the conditions set out in this policy, and the return costs shall remain payable by the customer.

13. Product sent in error by Laboratori Vonderweid

If Laboratori Vonderweid has sent a product different from the one ordered, the customer must contact the company.

Laboratori Vonderweid shall manage the replacement or refund without return costs being charged to the customer.

14. Damaged, defective or non-conforming products

If a product is:

  • damaged;

  • defective;

  • deteriorated;

  • opened upon delivery;

  • with leaked contents;

  • with a compromised cap or seal;

  • different from the one ordered;

  • otherwise non-conforming;

the customer is invited to contact Laboratori Vonderweid promptly.

To enable assessment of the issue, the following may be requested:

  • photographs of the product;

  • photographs of the parcel and packaging;

  • lot number;

  • expiry date;

  • description of the anomaly.

Depending on the issue identified and without prejudice to the customer's rights, Laboratori Vonderweid may proceed with replacement, refund or another appropriate solution.

If a defective, damaged or non-conforming product needs to be returned, the related costs shall be borne by Laboratori Vonderweid.

15. Quality issues

In the event of anomalies such as:

  • unusual taste or odor;

  • swollen packaging;

  • leakage;

  • compromised cap or seal;

  • unusual appearance;

  • lot-related issues;

  • expiry-related issues;

the customer is invited to contact Laboratori Vonderweid through the official channels, providing photographs and all useful information.

Laboratori Vonderweid normally reviews these reports and aims to provide an initial response within one business day.

This is a normal response target and not an absolute guarantee, particularly during holidays, company closures or exceptional circumstances.

16. Damage during return transport

The customer must provide packaging appropriate to the nature of the returned products.

If the product is damaged during return transport due to manifestly insufficient or inadequate packaging, this circumstance may be taken into account when assessing the condition of the goods and any reduction in value, within the limits provided for by law.

17. Contacts

For requests relating to withdrawal, returns, refunds or quality issues:

info@laboratorivonderweid.com

logistica@laboratorivonderweid.com

Telephone and WhatsApp:

040 2824145

Returns address:

Laboratori Vonderweid S.r.l.
Via Josip Ressel 2/7, int. 15
34018 San Dorligo della Valle (TS) – Italy