Terms of service

Edition dated 16 May 2025

The website www.esserrepharma.com (the “Website”) is owned by ESSERRE PHARMA S.R.L. (the “Owner” or the “Seller”), whose registered office is in Italy at Via Salaria, 292 – 00199 Rome (RM), VAT No. 12540841009, R.E.A. No. RM-1381950, with a fully paid-up share capital of €100,000.00.

Any request for information, support or assistance, as well as any complaint, may be submitted to Customer Service:

• by email at ordini.esserrepharma@liveent.it

• by email at info@esserrepharma.it for administrative or tax-related enquiries

• via WhatsApp at 379 2331130

• by telephone at 06 3973 6623

• by using the Contact page

Terms of Use of Our Website

1. USE OF THE WEBSITE

By using the Website and/or placing orders through it, the user agrees:

1. to use the Website exclusively for lawful purposes;

2. not to place false or fraudulent orders; where there are reasonable grounds to believe that an order is false or fraudulent, the Owner reserves the right to cancel it and inform the competent authorities;

3. to provide a correct and truthful email address, postal address and/or other contact details. The user also agrees that this information may be used to process and fulfil the order (see the Privacy Policy).

If the required information is not provided in full, the order cannot be processed.

By placing an order through this Website, the user confirms that they are at least 18 years old and therefore have the legal capacity to enter into binding contracts.

The Owner shall not be liable for any inconvenience or damage arising from the use of the Internet, including service interruptions, external intrusions, viruses or any other force majeure event.

2. INDUSTRIAL AND INTELLECTUAL PROPERTY

The Website’s domain name is owned by the Owner. The Website and its individual elements are the exclusive property of the Owner and/or the respective holders of the intellectual property and/or copyright rights relating to them.

The Website as a whole, its individual elements (including photographs, text, videos and logos) and these legal documents are intellectual works protected by the Italian Industrial Property Code and copyright law. Any total or partial reproduction, downloading, alteration or use of the trademark, videos, logo or any other element available on this Website, for any purpose and on any medium, is strictly prohibited without the prior written consent of the Website Owner or the respective rights holders.

General Terms and Conditions of Sale

PREAMBLE

These general terms and conditions of sale (the “General Terms and Conditions of Sale”) govern the contractual relationship between the Owner and the Customer concerning the purchase of items marketed by the Owner through the Website. They are made available to users in a manner that allows them to store and reproduce them.

The preamble and the Terms of Use of our Website form an integral part of these General Terms and Conditions of Sale.

Please read them carefully and print and/or save them on another accessible durable medium. Please also read the Privacy Policy and Cookie Policy carefully.

The Owner undertakes to keep these documents accessible and up to date. They may be amended or updated by the Owner at any time, and the user agrees to review them before placing each order.

1. DEFINITIONS

1.1. “Contract” means the distance sales contract, namely the legal transaction concerning the tangible movable goods marketed through the Website, entered into at a distance between the Owner and an end user within a distance-selling system organised by the Owner that uses the Internet exclusively as its means of distance communication.

Where a consumer is involved, the distance contract is governed by Chapter I, Title III (Articles 45 et seq.) of Italian Legislative Decree No. 206 of 6 September 2005 (the “Consumer Code”), as well as by Italian Legislative Decree No. 70 of 9 April 2003 governing electronic commerce.

1.2. “Customer” means either a consumer, namely a natural person aged 18 or over who places an order for purposes unrelated to any business, commercial, craft or professional activity they may conduct, or a professional, namely a natural or legal person acting in the course of their business, commercial, craft or professional activity, or an intermediary acting on their behalf.

The Owner reserves the right not to process orders received from users who do not fall within the definition of “Customers”.

1.3. “Order” means the purchase offer submitted by the user to the Website Owner by completing the order procedure described below.

1.4. “Products” means the tangible movable goods offered for sale through this Website.

2. AVAILABILITY OF THE SERVICE

2.1. The Owner reserves the right, in all cases, not to accept orders from any person where they appear unusual in terms of the quantity or frequency of purchases made through the Website. The Owner also reserves the right not to accept orders from: a) users with whom legal proceedings are pending; b) users involved in credit-card payment fraud; or c) users who have provided identification details that subsequently prove to be false, incomplete or inaccurate.

3. SCOPE OF APPLICATION

3.1. These General Terms and Conditions of Sale apply to all sales made by the Seller through the Website. The applicable General Terms and Conditions of Sale are those in force on the date on which the purchase order is submitted.

3.2. These General Terms and Conditions of Sale do not govern the sale of products or provision of services by third parties that use direct links to the Website through banners or other hyperlinks. The Owner does not exercise any control or monitoring over websites accessed through such links. Accordingly, the Owner shall under no circumstances be held liable for goods or services offered by third parties or for transactions carried out between Website customers and third parties.

3.3. These General Terms and Conditions of Sale may be amended at any time. Any amendments and/or new terms shall take effect from the time they are published in the “General Terms and Conditions of Sale” section of the Website. Users are therefore invited to review the most recent version before placing any order. The applicable General Terms and Conditions of Sale are those in force on the date the purchase order is submitted. Before and during the purchasing process, the user must carefully read the most recent version of these General Terms and Conditions of Sale, which may be stored, reproduced and printed on a durable medium, together with all other information provided.

4. ORDER-SUBMISSION PROCEDURE AND CONCLUSION OF THE CONTRACT

4.1. In accordance with Italian Legislative Decree No. 70 of 9 April 2003 concerning electronic commerce, the Seller informs the Customer that the purchasing process will take place as follows:

• Submitting the Order: to submit an Order, the Customer must complete the electronic order form and send it electronically to the Seller by following the instructions displayed on the Website. The procedure is available only in Italian and may be corrected, amended or cancelled at any time until the Order is submitted;

• Order summary: before submitting the Order, the Customer may identify and correct any errors made when completing the fields and carefully review these General Terms and Conditions of Sale. A copy may be printed using the browser’s print function and retained for personal use;

• Conclusion of the Contract: the Contract is deemed concluded when the order form reaches the Seller’s server and the Order information has been preliminarily verified as correct;

• Order confirmation: after submitting the Order, the Customer will receive an email at the address provided during registration confirming that the Owner has received the Order (the “Order Confirmation”). The Customer agrees to verify that the information contained in it is correct and to promptly report any corrections to the Seller by emailing ordini.esserrepharma@liveent.it;

• Issuing the invoice: the Seller will send a courtesy copy of the invoice;

• Order cancellation: the Seller may cancel the Order in the circumstances set out in Section 4.3 and where the Customer fails to pay the amounts due for the Product and shipping costs, as further specified below.

4.2. By placing an Order, the Customer declares that they have reviewed all information provided during the purchasing process and fully accept these General Terms and Conditions of Sale. By submitting the Order, the Customer expressly acknowledges that this entails an obligation to pay the price and all other amounts due under these General Terms and Conditions of Sale and that the Order may no longer be amended or cancelled.

4.3. Orders are subject to acceptance by the Seller, which reserves the right, at its discretion, to refuse an Order, including where:

a) the Order cannot be processed because of an error in the information provided by the Customer when submitting it, such as payment-card details or expiry date, an incorrect billing address, an incomplete or incorrect shipping address, or misleading information;

b) an error has occurred on the Website, such as an error relating to the price or Product description;

c) an error has occurred in relation to Product availability.

4.4. The purchase contract shall be terminated in the event of failure to pay, even in part, the price of the Products, any applicable shipping costs and any other additional charge shown in the Order (the “Total Amount Due”). If the Total Amount Due is not paid or successful payment is not confirmed, the purchase contract shall be automatically terminated pursuant to Article 1456 of the Italian Civil Code. The Customer will be notified of the termination and resulting cancellation of the Order.

4.5. Pursuant to Article 12 of Italian Legislative Decree No. 70/2003, the Owner informs the Customer that each submitted Order is stored in digital or paper form at its premises in accordance with confidentiality and security requirements. The Customer may request a copy from the Seller at any time.

5. PRODUCTS AND PRODUCT AVAILABILITY

5.1. Products sold through the Website are described in the relevant information pages (the “Product Page”), which set out their main characteristics. Images and descriptions included on the Product Page may not perfectly represent the Products, which may differ in colour or dimensions. The Owner undertakes to represent the Products as accurately as possible.

5.2. All Product Orders are subject to availability. Product availability refers to the time at which the Customer views the Product Pages and must in any event be regarded as indicative, since the Website may be visited by several users at the same time and multiple users may order the same Product simultaneously. The Website’s information system may therefore show a Product as available even though it is no longer available because it was sold to another customer before the Order was confirmed. In such cases, the Seller shall not be held liable for the unavailability of one or more Products.

5.3. The Seller shall likewise not be held liable for the temporary or permanent unavailability of one or more Products. If the requested Products are unavailable, the Customer will be informed by email.

The Customer may choose:

a) where restocking is possible, to accept an extension of the delivery period offered by the Seller, with an indication of the new delivery date;

b) where only some of the purchased Products are available, to accept delivery of the available Products only and receive a refund for those that are unavailable;

c) in the event of complete unavailability, to request cancellation of the Order and reimbursement of any amounts already paid.

In all cases, the Customer may also accept a discount voucher for purchases through the Website, subject to the terms, procedures and any restrictions communicated by the Seller.

6. SUBSCRIPTION SERVICE

6.1. Through the Website, the Customer may activate a subscription service for the periodic supply of selected Products. The subscription entails recurring payment for the Products at the frequency and in accordance with the procedures specified when the subscription is taken out.

6.2. Activation of the subscription service entitles the Customer to:

• a discount of up to 35% on the Products covered by the subscription, which cannot be combined with other coupons or promotional initiatives;

• free shipping for Products included in the subscription;

• automatic email notification when the Products are about to run out, with quick access to renewal options;

• automatic payment using the payment method selected when the subscription is taken out.

6.3. The Customer may cancel the subscription at any time by accessing their personal area on the Website. Cancellation will apply to all Products that have not yet been shipped within the 120 hours following the request.

6.4. The Seller reserves the right to suspend or cancel the subscription service in the event of a breach of these General Terms and Conditions, Product unavailability or technical malfunctions preventing proper performance of the service.

7. DISCLAIMER OF LIABILITY

The Seller shall not be held liable for any harm to the health of the Customer or third parties arising from improper use of Products purchased through the Website or from any allergies or intolerances.

8. PAYMENTS

8.1. The Customer agrees to pay the price of the purchased Products within the time limits and in accordance with the procedures specified in these General Terms and Conditions of Sale. Payments may be made only using one of the methods displayed in the Website footer and described below.

8.2. Credit and debit cards. Credit and debit cards issued under the following international schemes are accepted: VISA, MASTERCARD, AMERICAN EXPRESS, MAESTRO and UNION PAY. If, for any reason, the amount due cannot be charged, the sales process will be automatically cancelled and the sale terminated pursuant to Article 1456 of the Italian Civil Code. The Customer will be informed by email. The amount will be charged when the Order is submitted. Credit-card data are encrypted and transmitted directly to the payment processor without passing through the servers used by the Seller.

8.3. Digital wallets and PayPal. Payments through digital wallets such as PayPal, Apple Pay, Shop Pay and Google Pay are accepted. If the user selects a digital wallet as the payment method, they will be redirected to the relevant website to complete payment in accordance with the procedures and terms applicable there. These services use the latest SSL security protocols and data-encryption technologies. Confidential data, including the card number, expiry date and security code, are never stored by the Website or made available to the Owner.

8.4. In the event of contractual termination and in all refund cases, unless otherwise agreed, the Seller will refund the amount due to the Customer using the same payment method used for the purchase. Where PayPal or another digital wallet was used, once the credit instruction has been issued to the Customer’s PayPal account, the Seller shall not be held liable for delays or omissions in crediting the refund. Any complaint concerning such a delay must be addressed directly to PayPal, the relevant card issuer or the digital-wallet service used for payment.

8.5. To ensure payment security, payment services use the latest SSL security protocols and data-encryption technologies. For the same purpose and in implementation of Directive (EU) 2015/2366 (Payment Services Directive 2 or “PSD2”), payment services may require the user to authenticate payments exceeding a total of €30 using devices and procedures that ensure Strong Customer Authentication. The user may therefore be required to authenticate through a mobile device or another tool required by the payment service. Failure to complete the procedure described above may make it impossible to complete the purchase through the Website.

9. COUPON CODES

9.1. The Seller reserves the right, at its sole discretion, to offer coupon codes (the “Coupons”) by including them in packages, sending them by email or making them available through partner platforms. Coupons may be used to obtain discounts on Products available for purchase through the Website, no later than the expiry date stated on the Coupon.

9.2. To use a Coupon, the Customer must enter the relevant code in the “discount code” field in the Website’s “Cart” section and click the “apply code” button. The system will automatically update the Total Amount Due to reflect the applicable discount.

9.3. Coupons cannot be combined with other ongoing promotions or commercial initiatives unless expressly stated otherwise by the Seller. Coupons may have a fixed value, such as a €10 discount, or provide a percentage discount on the total amount.

9.4. Coupons are non-refundable, cannot be exchanged for cash and do not entitle the Customer to receive change. They must be used by the stated expiry date and may not be resold or transferred to third parties. Coupons may be used exclusively to purchase Products through the Website.

9.5. If the value of a fixed-amount Coupon is lower than the price of the selected Product or Products, the Customer must pay the difference using one of the payment methods set out in Article 8 of these General Terms and Conditions. Conversely, if the value of the Coupon exceeds the value of the Order, the difference may not be reused for future Orders or claimed by the Customer in any form.

9.6. The Seller reserves the right to cancel or refuse Coupons that have expired, have been used in breach of these terms or have been obtained fraudulently. In such cases, the Customer shall have no right to claim compensation or a refund from the Seller.

10. PRICES

10.1. The sale prices displayed on the Website are expressed in euros and include VAT, where applicable, and all other taxes. The price applicable to the contractual relationship between the Seller and the Customer shall be the price in force when the Order is placed and stated in the Order Confirmation, regardless of any subsequent price increase or reduction, including those resulting from promotions.

10.2. Where a Product is discounted and the Website shows both the discount percentage and the full reference price, that information shall refer to the lowest price applied during the previous 30 days.

11. SHIPPING TIMES AND COSTS

11.1. Shipping costs are payable by the Customer and are calculated according to the following rates:

• For Orders below €59.90:

  • €5.90 for deliveries within Italy, including Sicily;

  • €6.99 for deliveries to Sardinia;

  • €8.99 for deliveries to the smaller Italian islands and Venice;

  • €35.00 for deliveries to Livigno;

  • €65.00 for deliveries to Campione d’Italia.

• For Orders above €59.90, shipping is free throughout Italy, except for Livigno, Campione d’Italia and international destinations.

• For deliveries to Livigno, the applicable charge is €35.00, while for Campione d’Italia it is €65.00.

Shipping costs are calculated automatically and displayed at the end of the purchasing process, before payment is made.

11.2. Products will be shipped only after confirmation that the Customer has successfully paid the Total Amount Due, and delivery will be handled by an appointed carrier. In the event of non-payment of the Total Amount Due, the purchase contract shall be terminated pursuant to Article 1456 of the Italian Civil Code, without prejudice to the right to claim damages. Unless otherwise agreed in writing, the Order will consequently be cancelled.

8.4. The Customer will receive a confirmation email informing them that the Order is being shipped (the “Shipping Confirmation”).

11.5. Delivery times are those stated in the Order summary before the user submits the Order and in the Order Confirmation and Shipping Confirmation emails and shall, in all cases, be no longer than thirty (30) days from conclusion of the Contract. If no specific period is indicated, delivery will take place within thirty (30) days from conclusion of the Contract. Saturdays and public holidays are excluded. If the recipient is absent from the stated address, the appointed carrier will contact the recipient by telephone or send an email notification and will attempt delivery again on the following day.

11.6. Inability to deliver. If delivery cannot be completed because the recipient is absent, the Order will be held at the carrier’s depot and a notice will be left indicating where the Order is being held and how to arrange a new delivery. If delivery cannot be completed within 10 days, we will assume that the Customer intends to terminate the Contract. The Order will therefore be cancelled pursuant to Article 1456 of the Italian Civil Code, and all amounts paid, including delivery costs, except for any additional costs arising from the Customer’s choice of a delivery method other than the standard and least expensive method offered by us, will be refunded without undue delay and, in any event, within 14 days from the date on which the Contract is terminated.

The costs of returning the Order following termination of the Contract shall remain payable by the Customer.

11.7. Delivery delays. If the purchased Product is not delivered or is delivered after the stated delivery deadline, the Customer shall, pursuant to Article 61 of the Consumer Code, request that the Seller make delivery within an additional period appropriate to the circumstances (the “Additional Period pursuant to Article 61(3) of the Consumer Code”). If that additional period expires without the Products having been delivered, the Customer is entitled to terminate the Contract, without prejudice to the right to claim damages (the “Contractual Termination pursuant to Article 61(3) of the Consumer Code”).

11.8. The delivery obligation is fulfilled when physical possession or control of the Products is transferred to the Customer or to a third party designated by the Customer. The Customer is responsible for checking the condition of the delivered Product. The risk of loss of or damage to the Products for reasons not attributable to the Seller passes to the Customer when the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the Product.

11.9. Receipt of goods. At the time of delivery, the Customer is advised to check the number of packages, the number of Products received and that the packaging, including all sealing materials, is intact and has not been altered. In the Customer’s own interest, any irregularity should be reported to the carrier and the package should be accepted subject to a specific reservation stating the reason, for example: “SUSPECTED TAMPERING” if the package is open or not properly sealed; “IMPROPER HANDLING” if the carrier has not handled or delivered it with due care; or “VISIBLY DAMAGED PACKAGE” if the package shows visible damage or alteration. This will enable the Customer to bring a claim against the carrier for loss of or damage to the Products.
Any concealed damage or irregularity must be reported to the Seller within 7 calendar days of delivery by contacting Customer Service at ordini.esserrepharma@liveent.it.

12. RIGHT OF WITHDRAWAL

12.1. A Customer who qualifies as a consumer under Article 3(1)(a) of the Consumer Code has the right to withdraw from the contractual relationship with the Seller without giving any reason and without incurring costs other than those described in Section 9.5 below. The right of withdrawal may be exercised within the withdrawal period.

12.2. The withdrawal period (the “Withdrawal Period”) expires after 14 days:

a) from the day on which the consumer, or a third party other than the carrier and designated by the consumer, acquires physical possession of the goods; or

b) in the case of an Order for multiple Products delivered separately, from the day on which the consumer, or a third party other than the carrier and designated by the consumer, acquires physical possession of the last Product;

c) in the case of delivery of a Product consisting of multiple lots or pieces, from the day on which the consumer, or a third party other than the carrier and designated by the consumer, acquires physical possession of the last lot or piece.
The Customer has exercised the right of withdrawal within the Withdrawal Period if the communication concerning the exercise of that right is sent before the Withdrawal Period expires.

12.3. How to exercise the right of withdrawal. To exercise the right of withdrawal, the Customer must inform the Seller of their decision to withdraw before the Withdrawal Period expires. For this purpose, the Customer may:

a) use the model withdrawal form available at the following link;

b) submit any other unequivocal statement setting out the decision to withdraw from the Contract (the “Withdrawal Statement”), indicating the Order number, the Product or Products in relation to which the right of withdrawal is being exercised, and the Customer’s address.
The model withdrawal form or Withdrawal Statement must be sent to Customer Service at ordini.esserrepharma@liveent.it.
Customers exercising the right of withdrawal are advised to use a durable medium that provides evidence that the withdrawal communication was sent, since Article 54, final paragraph, of the Consumer Code places the burden of proving exercise of the right of withdrawal on the Customer.

12.4. Return costs. A Customer who has exercised the right of withdrawal must return the Product to the Seller at their own expense, using either the carrier proposed by the Seller or a carrier of their choice, without undue delay and in any event within fourteen days from the date on which the Customer communicated the decision to withdraw from the Contract. The deadline is met if the Customer sends the goods back before the fourteen-calendar-day period expires.

A Customer who exercises the right of withdrawal is liable for any reduction in the value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. The Product must in all cases be stored, handled and inspected with ordinary care and returned intact, complete in all its parts, fully functional, together with all accessories and information leaflets, original tags and labels, where present, still attached, suitable for its intended use and free from signs of wear or dirt. The right of withdrawal may not be exercised solely in relation to individual parts of a Product, such as accessories.

12.5. Returning the Product. The Product is returned to the Seller under the Customer’s responsibility. The Product, properly packaged and protected, must be sent to the following address:

Cpr solution srl Live.ent

Via IV Novembre, 80 – 00043

Ciampino (RM), Italy

12.6. Refunds. In the event of withdrawal, the Seller will refund the Total Amount Due to the Customer, including any shipping costs paid by the Customer, except for supplementary costs resulting from the Customer’s choice of a delivery method other than the least expensive standard delivery method offered by us. The Seller will issue the refund without undue delay and, in any event, within fourteen calendar days from the day on which it is informed of the Customer’s decision to withdraw from the Contract. The Seller will refund the Total Amount Due using the same payment method used by the Customer when placing the Order, unless the Customer has expressly agreed otherwise and provided that the Customer incurs no cost as a result of the refund. The Seller may withhold the refund until it has received the goods or until the Customer has provided evidence that the goods have been sent back, whichever occurs first.

If the Customer exercises the right of withdrawal only in relation to some Products in an Order containing multiple Products, the original shipping costs will be refunded proportionally according to the cost of each Product. In all cases, the refund may never exceed the amount actually paid by the user.

12.7. Non-compliant exercise of the right of withdrawal. If the right of withdrawal is not exercised in accordance with applicable law, it will not terminate the Contract and will not entitle the Customer to any refund. The Seller will inform the Customer of this within 10 business days after receiving the Product and will reject the withdrawal request. If the Product has already been received by the Seller, it will remain available for collection by the Customer, at the Customer’s expense and under the Customer’s responsibility.

12.8. Reduction in the value of a returned Product. Where the value of a Product has been reduced as a result of handling other than what is necessary to establish its nature, characteristics and functioning, the refund will be reduced by an amount corresponding to that reduction in value. The Seller will inform the Customer within 5 business days after receiving the Product. If the refund has already been issued, the Seller will provide the bank details required for the Customer to pay the amount due as a result of the reduction in the Product’s value.

12.9. Exclusions from the right of withdrawal. The right of withdrawal is excluded in the circumstances set out in Article 59 of the Consumer Code, with particular reference to:

• service contracts after the service has been fully performed, provided that, where the contract requires the consumer to pay, performance began with the consumer’s prior express consent and acknowledgement that the right of withdrawal would be lost once the professional had fully performed the contract (Article 59(a) of the Consumer Code);

• the supply of sealed goods that are not suitable for return for reasons of hygiene or health protection and have been unsealed after delivery (Article 59(e) of the Consumer Code).

Where the right of withdrawal is excluded by law, the user will be informed of this during the purchasing process and, in all cases, before the Order is submitted.

13. LEGAL GUARANTEE

13.1. Products marketed through the Website are covered by the Legal Guarantee of Conformity under Articles 129 et seq. of the Consumer Code, which is reserved for consumers within the meaning of Article 3(1)(a) of the Consumer Code. The Legal Guarantee of Conformity applies where a lack of conformity becomes apparent within 2 years of delivery of the Product (the “Guarantee Period”). To rely on the guarantee, the Customer must retain the invoice or delivery note received with the purchased Products.

13.2. Guarantee exclusions. The following are excluded from the scope of the Legal Guarantee:

• defects caused by alterations made to the Product by the Customer or by third parties acting on the Customer’s behalf;

• accidental events, circumstances attributable to the Customer or use of the Product that does not comply with its intended purpose;

• factors unrelated to the normal use of the Product;

• defects of which the Customer had already been informed.

13.3. Consumer remedies. In the event of a lack of conformity, the Customer is entitled to the remedies provided for under Articles 132 et seq. of the Consumer Code.

13.4. Requesting assistance under the guarantee. If a lack of conformity arises within the Guarantee Period, the Customer may request assistance under the guarantee by emailing ordini.esserrepharma@liveent.it.

13.5. Shipping Products under the guarantee. Only after obtaining an authorisation number from the Seller may the Product alleged to lack conformity be sent to the Seller. The Seller will bear the return costs or appoint its own carrier to collect the Product at the following address:

Cpr solution srl Live.ent

Via IV Novembre, 80 – 00043

Ciampino (RM), Italy

13.6. Guarantee for professionals. Where a purchase is made by a professional, the guarantee provided for under the Italian Civil Code applies. Under that guarantee, Products are considered defective where defects make them unsuitable for use or materially reduce their value. The available remedies are a reduction in price or termination of the sales contract. In this case, the professional must report the defect within 8 (eight) days of discovering it and, in any event, within 1 (one) year of delivery.

14. REVIEWS

14.1. The Website allows a Customer who has purchased one of the Products to leave a review (a “Review”) describing their experience. Reviews are useful both to Customers, who can obtain information about the use or quality of a specific Product, and to the Seller, which may use them to improve its services and Products.

14.2. Reviews may be submitted through the Website subject to the following conditions:

• a Review may be submitted only by Customers who have actually purchased and used the Products;

• a Review may concern only Products marketed by the Seller;

• to submit a Review, the Customer must complete the relevant form on the Product Page and provide all mandatory information, namely the rating, the name under which the Review will be published—which may differ from the name used to register on the Website—the title and the text of the Review;

• if deemed suitable, the Review will be published within a maximum of 15 days after submission;

• the Seller determines the suitability of a Review at its sole discretion;

• Reviews that are defamatory, offensive, vulgar or contrary to the law, public order, accepted standards of decency, or the reputation or rights of the Seller or third parties will not be published;

• Reviews that omit any mandatory information, including Reviews without text, will not be published;

• Reviews containing advertising content will not be published;

• threats, incitement to hatred or racism, homophobic, discriminatory or abusive comments and political propaganda will not be tolerated, and Reviews containing such material will not be published;

• by submitting a Review, the Customer authorises the Seller and its collaborators to use it free of charge, indefinitely, within the Website and for promotional purposes.

14.3. Reviews published on the Website are collected through the external Trustpilot service provided by Trustpilot Group plc. Through this service, Review invitations are sent exclusively to Customers who have made purchases, in order to ensure compliance with Directive 2161/2019.

14.4. Once submitted, a Review cannot be deleted, without prejudice to compliance with personal-data-protection legislation.

14.5. Each Product’s rating corresponds to the mathematical average of the scores given by Customers who have submitted a Review for that Product.

15. PRIVACY AND COOKIE POLICY

15.1. For information on the processing of personal data through the Website, please read the Privacy Policy.

15.2. For information on cookies—small text files that store information about visitors’ preferences to improve Website functionality, simplify navigation by automating procedures and analyse Website usage—please read the Cookie Policy.

16. UNFORESEEABLE CIRCUMSTANCES OR FORCE MAJEURE

16.1. The Seller disclaims all liability for any failure to perform its contractual obligations caused by unforeseeable circumstances or force majeure.

17. ENTIRE AGREEMENT

17.1. These General Terms and Conditions of Sale consist of all the provisions contained herein.

17.2. If one or more provisions of these General Terms and Conditions of Sale are held or declared invalid under applicable law or by a body having jurisdiction, the remaining provisions shall continue in full force and effect.

18. INDEMNITY

The user agrees to use the Website and the Products purchased through it solely in accordance with these General Terms and Conditions of Sale, for lawful purposes and without infringing the rights of the Owner and/or third parties. The user agrees to indemnify and hold harmless the Owner and its employees or collaborators from any claim for damages or other claim brought by third parties as a result of the user’s acts or omissions in connection with their interaction with the Website or purchases of Products through it.

19. GOVERNING LAW, JURISDICTION AND ALTERNATIVE DISPUTE RESOLUTION

19.1. All contractual relationships between the parties and these General Terms and Conditions of Sale are governed by Italian law.

19.2. Any dispute concerning the application, interpretation or performance of these General Terms and Conditions of Sale shall fall within the jurisdiction of the court of the place where the consumer resides or has elected domicile. Where the user is a professional, the Court of Rome shall have exclusive jurisdiction over any dispute concerning the application, interpretation or performance of these General Terms and Conditions of Sale.

19.3. The Owner does not participate in any specific ADR or “Alternative Dispute Resolution” body under Articles 141-bis et seq. of the Consumer Code.

19.4. This is without prejudice to a consumer user’s right to bring proceedings before the ordinary court having jurisdiction over a dispute arising from these General Terms and Conditions of Sale and, where the relevant conditions are met, to pursue out-of-court resolution of consumer disputes using the procedures set out in Part V, Title II-bis of the Consumer Code.

19.5. A user residing in a European Union Member State other than Italy may also use the European procedure established for small claims by Council Regulation (EC) No. 861/2007 of 11 July 2007 for any dispute concerning the application, performance or interpretation of these General Terms and Conditions of Sale, provided that the value of the claim, excluding interest, rights and costs, does not exceed €2,000.00. The text of the Regulation is available on the EUR-Lex website.

20. CUSTOMER SERVICE AND COMPLAINTS

To obtain information, send communications, request assistance or submit a complaint, the user may contact Customer Service by emailing ordini.esserrepharma@liveent.it.

The Seller will respond to complaints as soon as possible and, in any event, within 5 business days of receipt.