Refund policy

Order Cancellation

You can cancel your order within 1 hour of purchase directly from your personal account area at account.greensoulcosmetics.com. After this window, the order will already be in processing and cannot be cancelled. In that case, you may exercise your right of withdrawal within 14 days of receipt, under the conditions set out below.

Pursuant to Article 52 of the Italian Consumer Code and subject to the exclusions under Article 59 of the same code (see in particular the case of purchase of clearly personalised goods or the supply of sealed goods which are not suitable for return for hygiene reasons or reasons related to health protection and have been opened after delivery.)

The Buyer has the right, within 14 working days of delivery of the purchased products, to exercise the Right of Withdrawal as guaranteed by law, consisting of the right to return the received products and obtain a refund of the price paid, without penalty and without any reason. This right applies to all products on the site www.greensoulcosmetics.com with the exception of items that do not contain a seal or external plastic packaging, such as makeup products and also skincare and haircare products, for hygiene reasons. Products must be returned in their original packaging, with accessories, instructions for use and anything else supplied with them.

PayPal Payments

Buyers who select PayPal as their payment method, where a refund is requested for any reason, will receive only the net transaction amount, as PayPal will retain both the fixed and variable fees. Additionally, any shipping-related fees may be further deducted, resulting in a refund of the net amount only.

Return Conditions

We accept returns within 14 days of order receipt, provided that the products are:

• Intact and unused
• In the original packaging with all accessories and instructions
• With intact seal or external plastic packaging

Non-Refundable Products

The following cannot be returned for hygiene reasons:

• Opened or used products
• Products without original packaging
• Makeup, skincare and haircare products without seal or external plastic packaging

How to Make a Return

• Contact us at info@greensoulcosmetics.com stating your order number
• Wait for our confirmation before shipping the product
• Ship the package to our address enclosing a copy of the order confirmation
• Shipping costs and responsibility for the goods during transit are borne by the customer

Shipping Tips

• Insure the products with your chosen courier
• Pack the goods carefully, placing them in an outer box if possible
• Avoid damaging the original packaging with adhesive tape, labels, etc.

Return Timeframe

The return must be made within 14 days from the date on which the Buyer communicated the decision to withdraw from the contract.

Refund

The refund is processed within 5–7 working days of receipt and verification of the return, via:

• Reversal to the original credit card, or
• Bank transfer to the account specified by the customer, or
• Store credit voucher, at the customer's choice

In the event of transport damage during the return, Green Soul Cosmetics will notify the customer within 5 working days of receiving the goods. The damaged goods will be made available for return and the withdrawal request will be cancelled.

Forfeiture of the Right of Withdrawal

The right of withdrawal is forfeited entirely if products are returned:

• Damaged or incomplete
• Missing parts or accessories
• With damaged packaging

WITHOUT EXCEPTION we will not refund opened or used packaging!

Exclusion of the Right of Withdrawal and Refund – Cosmetic Products Purchased Outside the EU

Pursuant to and for the purposes of Art. 59 of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal is excluded for the supply of goods which, by their nature, are not suitable for return for hygiene and health reasons.

Therefore, no refund is provided for cosmetic products purchased outside the European Union, in consideration of:

• The hygienic and health-related nature of the goods
• The costs, charges and customs obligations connected to any return, which make it impracticable

This article constitutes information on the right of withdrawal pursuant to Art. 47 of Legislative Decree no. 206/2005.