Return policy for damaged or defective items
This page explains how we handle returns for defective products or packages damaged during shipping. This is not the right of withdrawal for a change of mind: since every batch is mixed, titrated, and bottled by hand for a specific order, our products are made to order and don't fall under the "change of mind" return available for standard off-the-shelf items.
Product conformity remains fully guaranteed: if you receive a defective item or a damaged package, you're entitled to a replacement or refund as described below.
What's covered
This procedure applies exclusively to two cases:
Defective product: the content doesn't match what was ordered, has a manufacturing issue, or doesn't work as expected.
Package damaged in transit: the parcel arrives visibly broken, opened, or leaking due to shipping.
Not covered by this procedure: change of mind, the customer choosing the wrong product or format, or normal wear after use.
Timing and how to report it
Report the issue within 14 days of delivery, writing to info.fotochimica@gmail.com:
- 01Include your order number and the product affected.
- 02Describe the defect or damage you found.
- 03Attach a few photos of the product and, for shipping damage, of the outer packaging as well.
- 04We'll review your report and reply with return instructions, usually within a few business days.
What happens next
Once the defect or damage is verified, we issue a full refund for the purchased product, including the original shipping cost. Return shipping costs are always on us: we'll provide a prepaid label or refund your return shipping cost, depending on the carrier available.
Legal conformity guarantee
This fast-track procedure doesn't limit in any way the 2-year legal conformity guarantee under EU consumer law for defects that appear even after the first 14 days. To claim the legal guarantee beyond this window, contact us at the same email address: we'll review each situation individually.
Questions about returns
For any question about this policy or to report an issue with your order, write to us at info.fotochimica@gmail.com.