Falentia Return and Replacement Policy

This return policy applies to customers in Italy.

Thank you for choosing Falentia We are proud to offer you high-quality products and excellent customer service. However, we understand that there may be situations where it is necessary to return or exchange a product. This policy describes the conditions under which you can make returns or exchanges. We invite you to read it carefully before proceeding with a purchase.  View the shipping policy here

1. Return timeframes

• You can return a product within 30 days from the date of receipt.
• Returns beyond this time frame will not be accepted.

2. Conditions for returns

• Items must be returned:
  • In their original condition.
  • Unused.
  • In the original packaging.
• Damaged, modified, or unsellable items may not be eligible for return.
• Proof of purchase (e.g. receipt or order number) is mandatory.

3. How to start a return

• Send an email to support@falentia.com with:
  • The reason for the return.
  • Photo or video of the product.
  • The order number.
• If the return is approved, we will send you instructions on how and where to ship the package.
• Items returned without prior request will not be accepted.

4. Shipping costs for returns

• Return for customer choice: If you return a product for personal reasons (e.g. wrong choice, change of mind), shipping costs will be your responsibility.
• Return for defective product or our error: If the product is defective or you received the wrong item, we will cover the shipping costs.

5. Refunds

• Refunds will be processed within 7 days of receipt and verification of the return, using the original payment method.
• It is mandatory to provide a tracking number for the return shipment. Only after confirmation of delivery to our warehouse will we proceed with the refund.

6. Defective or damaged items

If you have received a defective or damaged product:

• Contact us immediately (24hrs) at support@falentia.com providing:
  • The order number.
  • The name of the damaged item.
  • A description of the problem.
  • Clear photos of the damaged product or package.
• Requests related to defective products must be sent within 7 days of receipt.

7. Wrong item

If you have received an item different from the one ordered:

• Contact us immediately providing:
  • The order number.
  • The name of the item not received.
  • The name of the received item.
  • A photo of the received item.
• We will send you the correct item at no additional cost.

8. Replacements

• You can exchange an item for a new one (e.g., different size or color).
• Follow the return procedure and specify in the email which item you want as a replacement.
• If the new item has a different cost, we will contact you to confirm any differences. Or contact us here

9. Return for change of mind or purchase error

If you purchased the wrong product or changed your mind:

• Shipping costs will be your responsibility.
• Providing a working tracking number is mandatory. Only after delivery confirmation will we proceed with the refund.

Return Exceptions — Hygiene & Electronics Products

For health protection and hygiene reasons, we cannot accept returns or exchanges on items intended to come into direct contact with the body. This includes (but is not limited to) underwear, oral hygiene items (such as toothbrushes, dental products), and other personal hygiene products.

Electronic Items & with Batteries

Please note that for products containing batteries or electronic components, we are not responsible for any damage or malfunction after the product has been used.
We recommend inspecting all products immediately upon receipt and ensuring they function properly. However, once the product has been used, we cannot accept responsibility for damage, defects, or non-working parts.

Thank you for your understanding. If an item arrives defective or damaged, please contact our customer service within 24 hours of receipt. We will be happy to help you resolve the issue.

Contact details:

• Trade name: Falentia
• Email: support@falentia.com
• Frequently Asked Questions: See here
  
• Order tracking: Click here
  
• Questions for us? Contact us

Opening hours:
- Monday to Friday: from 09:00 to 18:00
- Saturday and Sunday: from 10:00 to 17:00

We try to respond to your emails within 24 hours (CET).