Refund and Returns Policy

Last updated: 2 September 2026

If you are a consumer — that is, if you are buying for purposes outside any business, commercial, craft or professional activity — you have 14 days to change your mind and return your order, without giving any reason and at no cost other than those set out below. This is the right of withdrawal granted by the Italian Consumer Code (Legislative Decree No. 206/2005, as amended).

If instead you have received a faulty, damaged or incorrect item, go straight to the Faulty, damaged or incorrect items section: in those cases we cover the cost of returning it.

When the 14 days start

The period for notifying us of your withdrawal starts:

• for a single product, on the day you, or a third party designated by you other than the carrier, take physical possession of the goods;
• for an order made up of several products delivered separately, on the day you receive the last item of the order.

The period is counted in calendar days and includes Saturdays, Sundays and public holidays. If the last day falls on a Saturday, Sunday or public holiday, it is extended to the next working day.

Cancelling an order before dispatch

You can cancel your order free of charge at any time until it has been fulfilled, that is, until it has been packed and handed over to the courier. To request the cancellation of an order that has not yet shipped, write to us as soon as possible at info@essenzadipisa.com, quoting your order number. Once the order has been dispatched, the procedure described below applies.

How to notify us of your withdrawal

You can tell us of your decision in any of the following ways:

• through the online withdrawal form available on our website, in the footer under "Quick Links";
• by completing and sending the model withdrawal form provided at the bottom of this page;
• by any other explicit statement of your decision to withdraw, sent to INTERCOM S.r.l., Via Curiel 91, 56021 Cascina (PI), Italy, or to info@essenzadipisa.com.

After you submit the online form, you will receive without delay an acknowledgement of receipt on a durable medium (email), stating the date, time and content of your statement. To meet the deadline, it is enough that you send your notification before the 14-day period expires.

Please always notify us before sending the parcel: returns that arrive without prior notice are hard to match to your order, and processing the refund may be delayed.

The condition the product must be returned in

You are entitled to examine and try the goods with the same care you would take in a physical shop: you may therefore open the packaging and try the fragrance. We ask you to return the item complete with all its parts — outer box, reeds, pendant, stopper — and, where possible, in its original packaging.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In practice: trying the fragrance will not reduce your refund, whereas a noticeably used bottle, or a diffuser whose reeds have already been soaked and whose liquid has partly evaporated, can no longer be resold; in such cases we may deduct from the refund an amount corresponding to the loss in value, always telling you why.

How to return the product

Once you have withdrawn, you must return the goods within 14 days of your notification, sending them to:

INTERCOM S.r.l. — Via Curiel 91, 56021 Cascina (PI), Italy

You bear the direct cost of returning the goods. Parcels sent cash on delivery or freight collect will not be accepted; we recommend a tracked and, if you think it appropriate, insured shipping service, since the return travels at your own risk until it reaches us.

Our perfumes and diffusers contain alcohol and are classified as flammable liquids: they cannot be sent by air mail or through services that exclude flammable liquids. Write to us before shipping and we will tell you the right method for your country.

Refund

We will refund all payments received from you within 14 calendar days of the day we are informed of your decision to withdraw, including the standard delivery costs you paid when placing the order. If you chose a delivery method other than the least expensive standard option we offer, we will refund the amount of the standard delivery. If you return only part of your order, delivery costs are not refunded.

The refund will be made using the same means of payment you used for the purchase, unless you have expressly agreed otherwise; in any case you will not incur any cost for the refund. If you paid with a prepaid card, the amount will be credited back to the same card that was charged. It may take a few days for your bank or card issuer to process the transaction and show it on your statement.

We may withhold the refund until we have received the returned goods, or until you have supplied evidence of having sent them back, whichever is the earlier.

Faulty, damaged or incorrect items

Please check your order when it is delivered. If an item is faulty, arrived damaged or does not match what you ordered, write to us straight away at info@essenzadipisa.com, attaching a few photographs of the product and of the packaging: we will assess the problem and put it right with a replacement or a refund, as you prefer and in accordance with the law.

In these cases we cover the cost of returning the item: we will send you a prepaid shipping label together with instructions on how and where to send the parcel.

Remember that, as a consumer, you are entitled to the legal guarantee of conformity for two years from delivery of the goods (Articles 128 et seq. of the Italian Consumer Code), regardless of the withdrawal periods set out above.

Products excluded from the right of withdrawal

Under Article 59 of the Italian Consumer Code, the right of withdrawal does not apply to goods made to measure or clearly personalised, that is, produced to your specific request (for example engravings, custom labels or arrangements created specially for you).

Nor is it possible to withdraw from the purchase of digital gift cards once the code has been sent to you and used.

Items bought on promotion, in a sale or with a discount code can be returned exactly like any other item.

Exchanges

We do not handle direct exchanges of one item for another: the fastest way to get what you want is to return the item following the withdrawal procedure and place a separate order for the new product. Faulty, damaged or incorrect items are the exception — we replace those at our own expense.

Gifts

If you received a product as a gift, you may ask for the item to be exchanged without a refund, or ask that the refund be issued to the person who bought it. The right of withdrawal itself remains with the purchaser.

Contact

For any question about returns, withdrawal and refunds, you can write to us at any time at info@essenzadipisa.com.

INTERCOM S.r.l. — Via Curiel 91, 56021 Cascina (PI), Italy
Telephone: +39 347 373 4434

This is a translation of the Italian "Informativa su resi e rimborsi" provided for the convenience of English-speaking customers. In the event of any discrepancy, the Italian version prevails.