Pursuant to articles 52 et seq. of Legislative Decree 206/2005, the right of withdrawal is applicable only to consumer customers (B2C) and is not provided for purchases made by professionals (B2B).

The right of withdrawal can be exercised within 14 days of product delivery. Products must be intact, unopened, and suitable for resale. Returns of opened products are not permitted for hygienic or health protection reasons.

Shipping costs for returns are entirely at the customer's expense.

How to exercise the right of withdrawal

As of June 19, 2026, Article 54-bis of the Consumer Code provides that for online contracts, consumers can also exercise their right of withdrawal through a dedicated online function.

The right of withdrawal can therefore be exercised using one of the methods indicated below.

Withdrawal via online form

To exercise the right of withdrawal online, you can complete and submit the following form.

The form requires the entry of information necessary to identify the customer, the order, and the products subject to withdrawal.

Once the form has been sent, the customer will automatically receive a confirmation of receipt at the email address provided, containing a summary of the withdrawal declaration transmitted, as well as the date and time of submission.

Submitting the form within the deadline allows the right of withdrawal to be exercised. Customer Service will then process the communication, verify the applicability of the right of withdrawal, and provide the customer with the necessary instructions for returning the products.

Personal data communicated through the form will be processed exclusively for the management of the request, as indicated in the Privacy Policy.

Withdrawal by email

The right of withdrawal may also be exercised by sending an explicit declaration to ordini.esserrepharma@liveent.it, indicating:

• Order number
  
• Last name of the order holder
  
• Email address used during purchase

Customer Service will process the communication and verify the applicability of the right of withdrawal. If successful, the customer will receive a confirmation email with the address and return instructions. If the right of withdrawal is not applicable, they will receive a communication with the relevant reasons.

Refunds will be made within the terms provided by applicable law, using the same payment method as the initial purchase, unless otherwise expressly agreed with the customer.