Returns and Complaints

This page explains in plain language how to return goods and how to make a complaint. The binding rules are in our Terms and conditions.

Return of goods you no longer want (withdrawal within 14 days)

You may withdraw from the contract without giving a reason within 14 days of receiving the goods.

1. Tell us that you are withdrawing — by e-mail to info@trichodoctor.it or with the online withdrawal form. Please state the order number. The form is optional; any clear statement sent within 14 days is enough.
2. Send the goods back within 14 days of withdrawing to: TRICHO DOCTOR COSMETICS s.r.o., Švehlova 3333/19, Záběhlice, 106 00 Praha 10, Czech Republic
3. You pay the direct cost of sending the goods back.

We refund the price of the goods and the cost of the cheapest standard delivery no later than 14 days after receiving your withdrawal, using the same payment method. We may wait until the goods arrive back or until you show us proof of sending.

Sealed cosmetics

For hygiene reasons our cosmetic products are sealed with a protective seal.

• Seal intact — you can return the product within 14 days.
• Seal opened, removed or broken by you after delivery — the product cannot be returned without a reason, because it is not suitable for return for health protection and hygiene reasons.

This does not affect your rights if the goods are defective.

Damaged or defective goods (complaint)

This is a complaint, not a return. It applies regardless of the seal, for example when:

• the product leaked or the bottle is damaged,
• the parcel was damaged in transport,
• you received a different product than you ordered,
• the protective seal was already broken when you received the product,
• the product has another defect.

How to make a complaint

1. Write to info@trichodoctor.it or use the online complaint form.
2. State the order number and the product.
3. Describe the problem and when you noticed it.
4. Attach photos if they help (ideally taken before using the product).
5. Tell us which remedy you prefer — replacement, repair, price reduction or refund.

We confirm receipt of the complaint and settle it within 30 days at the latest. You can exercise rights from defects that appear within two years of receiving the goods. If we ask you to send the product back, we reimburse the reasonable cost of sending a justified complaint.

Refunds

Refunds are made to the payment method you used for the order. You will receive an e-mail when the refund has been issued.