Shipping & Returns
Shipping & Returns
Method:
Upon receipt of the order, you will be sent a confirmation email.
All orders will be processed the same day if placed before 10:00 am, or the following working day if placed after 10:00 am or if one of the products ordered is not immediately available in stock and we must therefore order it from a wholesaler or company.
Orders received on Friday/Saturday and/or Sunday will be processed/received on the following Monday.
The choice of courier is between GLS and Bartolini.
The shipment will be prepared and delivered to the courier of your choice at 4 pm.
Upon collection, issue a unique shipping code, which will be promptly sent to you by email together with the notification of shipment, and will allow you to follow the path of your order from our shop to your home, via the online tracking service available on the courier's website.
Delivery times within the national territory, barring unforeseen circumstances, range from 19 to 72 working hours with the exception of orders destined for locations that are difficult to reach such as Venice, Sardinia, mountain locations, smaller islands, and extreme suburbs, for which shipping may take up to 48 hours.
We would like to inform you that sometimes due to reasons of force majeure such as strikes or periods of greater load (for example the Christmas period or Black Friday days) we cannot guarantee normal delivery times.
We would like to specify that we only ship within the national territory, and that we do not serve San Marino, Vatican City and Livigno.
If you have chosen bank transfer as your payment method, your order will be processed only after viewing the online credit. You can still speed up the processing and shipping process by sending the bank transfer receipt to the email: herbisens.office@yahoo.com
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Costs:
For orders under €50.90, shipping costs will be €6 or €7 depending on the courier chosen.
For orders over €50.90, shipping costs will be FREE if you choose to collect from a Bartolini Fermopoint, or one of over 5000 shops (bars, newsagents, stationery shops, tobacconists, markets) near you. For home deliveries, the threshold for free shipping is €50.90. N.B. Cash on delivery (payment on delivery) requires a fixed supplement of €3.90.
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Additional Services:
We make some delivery services available to our customers, the list of which follows with the relative rate.
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Floor Delivery: €1.50
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Delivery by 12pm on the working day following the order being shipped: €5
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Delivery upon call: €1.50
The additional service can be purchased as a normal product, simply add it to the cart.
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Precautions:
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In order to simplify delivery operations, we ask you to indicate an address (including your workplace, if you prefer) where someone is always present to collect the package, and to always provide the name visible on the doorbell if this is different from the name on the order. It is possible to indicate a preferred time slot for delivery in the order notes, although this is not binding;
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The courier delivers from Monday to Friday between 9am and 1pm/2pm and 6pm and makes the first delivery without notice. If the recipient is absent, the courier will leave a notification of attempted delivery and will try again the next working day. If the recipient is absent on this occasion too, the courier will try to contact the recipient to schedule a new delivery date. If the courier's customer service is unable to contact the customer during the following 5 days or in the event of a further absence of the recipient at the scheduled delivery, the products will be returned to HERBISENS, with consequent cancellation of the order and charging of the shipping costs to the customer;
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If you have chosen to collect from a BRT Fermopoint affiliated sales point, you will have up to 10 days to collect your package. You can contact the sales point directly to check delivery times and availability or check the updated opening hours of the sales point on the BRT Fermopoint website;
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In the event of a change of delivery address after shipment has taken place, the supplement applied by the express courier will be paid by the recipient, while the change of delivery address after shipment has not taken place can be made free of charge by contacting our customer service.
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Upon receipt of the package, you will have to check that the package is perfectly closed, intact, not damaged, not wet, not altered (even in the closing materials such as adhesive tape and metal straps). Each package is closed with adhesive tape with the HERBISENS logo.
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We invite our customers NOT TO COLLECT the package and to report the anomaly to us via email or registered mail, if the packaging is not intact or the adhesive tape has been tampered with. Any damage must be immediately contested to the courier, otherwise the product will be considered regularly delivered, and in this case tuttofarma.it will not be held responsible for any damage to the goods or missing products;
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Always remember to sign the collection of the package WITH RESERVATION OF INSPECTION, only in this way will we be able to follow up on any complaints regarding damaged material inside the package. If the signature with reservation of inspection is not placed, HERBISENS is not responsible for any damaged material inside the package as the recipient has implicitly signed that the package was intact. It is therefore always advisable to sign upon delivery with reservation of inspection, even if the package appears intact on the outside.
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HERBISENS International Shipping Service:
Our online pharmacy is proud to extend its excellent service beyond national borders. Buying Italian medicines from abroad has never been easier. With HERBISENS, access to natural supplements, cosmetics and over-the-counter medicines is now guaranteed throughout Europe.
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Procedure for international purchases:
For customers who wish to make a purchase from our online pharmacy with shipping to Europe, the procedure is simple and consists of a few steps:
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Registration: Create your personal account on our site, guaranteeing the security and confidentiality of your data;
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Product selection: Explore our vast range of items and select those that meet your needs;
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Checkout: Enter the shipping details with your address data (remember to enter a valid telephone number to allow us and the courier to contact you if necessary);
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Payment: Complete the purchase with one of our secure payment methods (card, bank transfer, PayPal) - with the exception of cash on delivery;
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Once the order has been confirmed, you will be constantly updated on the shipment through the tracking service of our reliable logistics partners.
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Shipping costs and times:
International shipping takes place within 96 hours of ordering. Here is a clear and detailed summary of the rates applied for the different destination countries, with the specification that bulky items may incur additional costs.
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Shipping Rates by Country:
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Austria: € 10;
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Belgium: €10;
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Denmark: €10;
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France: €10;
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Germany: €10;
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Luxembourg: €10;
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Poland: €10;
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Czech Republic: €10;
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Slovenia: €10;
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Spain: €10;
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Sweden: €14;
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Switzerland: €10;
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Hungary: €10.
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Please note that the cash on delivery option is not available for shipments outside of Italy.
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All products purchased on herbisens.it are shipped by HERBISENS with headquarters in Via COMO, 26, VARESE (VA), ITALY.
For Assistance or further information, Contact Our Customer Care: mailto:herbisens.office@yahoo.com; or Call Us at +39 3716791182
Return & Exchange Policy
Diritto di recesso
The right of withdrawal is regulated by Legislative Decree no. 21 of 21/02/2014 which implements EU Directive 2011/83 and modifies Legislative Decree no. 206 of 06/09/2005. The consumer / buyer who for any reason is not satisfied with the purchase made, has the right to withdraw from the contract stipulated, within the peremptory term of 30 working days starting from the date of delivery of the goods.
This right can only be exercised by consumers, therefore those who make purchases for purposes related to their business activity or with the inclusion of the VAT number in the order cannot avail themselves of the right of withdrawal.
To exercise this right, the Customer must send a communication within 30 working days from the date of receipt of the goods. The communication of withdrawal must be sent via PEC to the address: matasarieva@pec.it; mailto:herbisens.office@yahoo.com. The communication can also be sent in advance via email to the address mailto:herbisens.office@yahoo.com. A short comment on the incident is appreciated, although not necessary or obligatory.
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Attention:
Customers who purchase with a VAT number CANNOT exercise the right of withdrawal. Returns will be accepted, provided they are intact and in the original packaging and provided with a receipt, refunding the entire amount excluding return shipping costs which remain the responsibility of the customer (as required by the relevant law). Attention: some products, called "personalised" or "ordered specifically for the customer", do not allow you to benefit from the right of withdrawal (Legislative Decree 206/2005 art. 55).
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Conditions of Withdrawal:
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The return of the product must take place within a period not exceeding 30 working days from receipt of the goods;
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the purchased item must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: manuals, cables, etc.);
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to limit damage to the original packaging, we recommend, when possible, placing it in a second box;
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in accordance with the law (combined provisions of art. 67, 1st, 3rd and 4th paragraphs), the only costs borne by the customer are the shipping costs relating to the return of the goods and not those of the first shipment already incurred by HERBISENS;
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the shipment, until the certificate of receipt in our warehouse, is under the complete responsibility of the Customer; in the event of damage to the goods during transport, HERBISENS will inform the Customer of the incident (within 5 working days of receipt of the goods in its warehouses), to allow him to promptly file a complaint against the courier and obtain reimbursement of the value of the goods (if insured); in this eventuality, the product will be made available to the Customer for its return, simultaneously cancelling the request for withdrawal;
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HERBISENS is not liable in any way for damage or theft/loss of goods returned with uninsured shipping;
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upon arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the original packaging and/or wrapping are damaged, a percentage, in any case not exceeding 10% of the refund due, will be withheld as a contribution to the restoration costs.
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Return procedure:
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The procedure to follow once the Customer has decided to exercise the right of withdrawal is the following:
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Sending an email or certified email to the addresses: mailto:matasarieva@pec.it; mailto:herbisens.office@yahoo.com;
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Waiting for confirmation from HERBISENS;
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Sending the package according to the methods illustrated;
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Subsequent refund of the products.
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The return of the product must take place within a period not exceeding 30 working days from receipt of the goods. Without prejudice to any repair costs for damage ascertained to the original packaging, HERBISENS will refund the Customer the entire amount already paid, within 30 days of receiving the withdrawal notice, with the exception of shipping costs. The refund method will take place according to the payment method established with the customer during the purchase phase.
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Therefore, it will be the Customer's responsibility to promptly provide the information necessary to obtain the refund. It is advisable to provide this information already at the time of the withdrawal notice. In the event of forfeiture of the right of withdrawal, HERBISENS will return the purchased item to the sender, charging the latter with the shipping costs.
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When the Right of Withdrawal Lapses:
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The Right of Withdrawal Lapses entirely, due to the lack of the essential condition of integrity of the goods (packaging and/or its contents), in cases where it is ascertained:
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even partial use of the goods and any consumables;
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the lack of the external packaging and/or the original internal packaging;
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damage to the product for reasons other than its transport;
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the absence of integral elements of the product (receipt, delivery note, accessories, parts, etc.).
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It is never possible to exercise the right of withdrawal for over-the-counter/non-prescription drugs (OTC and SOP drugs) and medical devices. Furthermore, it cannot be exercised if the supply contains food or products that require storage between 2 and 8 degrees Celsius. Sealed goods that are not suitable for return for reasons of hygiene or related to health protection and have been opened after delivery are also excluded from the right of withdrawal.
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For Assistance or further information, Contact Our Customer Care: mailto:herbisens.office@yahoo.com; or Call Us at +39 3716791182
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