Refund policy

Right of Withdrawal & Returns

In accordance with the Consumer Code (Legislative Decree 206/2005), customers who are consumers (individuals purchasing for non-professional purposes and without a VAT number) have the right to withdraw from the contract within 14 business days from the date of receiving the goods, without providing any explanation or incurring penalties, except as stated below.

 

How to Exercise the Right of Withdrawal

The Customer must send a withdrawal request via email to shippingandreturns@alyvalcare.com, attaching the order confirmation.

🔹 The withdrawal request must include:
✔ Full name of the Customer
✔ Shipping address
✔ Order confirmation number
✔ Statement of intent to withdraw from the purchase
✔ List of products to be returned and reason for return

Once the request is received, Valetudo will send return instructions via email.

 

Return Conditions

📌 The returned product must be:
✔ Intact and complete in all its parts
✔ In its original packaging, including seals if applicable
✔ In resalable condition, without signs of wear, dirt, or damage
📌 Partial returns of a product are not accepted.

📌 Returns will not be accepted if the product is:
❌ Used or damaged
❌ Missing its original packaging or essential accessories
❌ Without warranty seals (if applicable)

 

Return Shipping Costs

Return shipping costs are the responsibility of the Customer.

The original shipping fees and any additional costs paid at the time of order will not be refunded.

If possible, the Customer is encouraged to use the original Alyval packaging, which features an "easy return" system.

 

📌 Return Shipping Responsibility

The Customer is fully responsible for the return shipment until it is confirmed as received by Valetudo's warehouse.

Valetudo is not responsible for any damage, theft, or loss that may occur during return shipping.

 

Refunds

If the returned product meets all return conditions, Valetudo will process the refund within 14 days from the receipt of the returned goods, excluding any shipping costs incurred by the Customer.

 

💳 Refunds will be issued using the same payment method used for the purchase.

If a refund via the original payment method is not possible, a store credit of the same value will be issued

 

Loss of Right to Withdraw

📌 The right of withdrawal is forfeited if:
❌ The product or its accessories are not intact or are damaged
❌ The product is missing its original packaging or warranty seals (if applicable)
❌ The product is missing essential parts or accessories

 

In these cases, Valetudo will not issue a refund. The product will remain in Valetudo's warehouse for a limited period, after which it will be disposed of unless otherwise agreed with the Customer.