Refund policy

Last updated: 28 August 2026

1. RIGHT OF WITHDRAWAL

You have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason and without any penalty.

The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, physically receive the goods. If your order comprises several products delivered separately, the period runs from receipt of the last product.

2. HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL

To withdraw, simply inform us of your decision by way of an unequivocal statement before the 14-day period expires. You can do so:

by writing to info@intrinsya.com;
through our contact form;
by using the model withdrawal form set out in Section 9.

Use of the form is optional: any other unequivocal statement of your decision to withdraw is equally valid. Your withdrawal is not subject to our approval.

Where possible, please include your order number: it allows us to process your return more quickly and to send you the return instructions. This is an operational recommendation, not a condition of validity: a return sent without prior notification remains valid.

The burden of proof for exercising the right of withdrawal lies with you. We recommend keeping a copy of the statement you send.

3. RETURNING THE PRODUCTS

After notifying us of your withdrawal, you must send the products back without undue delay and in any event within 14 days of that notification. The deadline is met if you dispatch the products before the period expires.

We ask you to return the products in their original condition and packaging. The absence of the original packaging does not invalidate your right of withdrawal, but it may result in a diminished value for which you are responsible.

You may handle the product only as much as is necessary to establish its nature, characteristics and functioning, as you would in a physical shop. You are responsible for any diminished value resulting from handling beyond that purpose.

4. CONDITION OF RETURNED PRODUCTS AND DIMINISHED VALUE

You may open the packaging, examine the product and return it within 14 days.

You may handle the product as much as is necessary to establish its nature, characteristics and functioning, as you would in a physical shop. Under Article 57(2) of the Italian Consumer Code, you are responsible for any diminished value resulting from handling beyond that purpose.

In the case of fragrances, diminished value is not proportionate to the quantity used: a bottle from which product has been dispensed cannot be returned to sale. For this reason, where a product has been appreciably used, the deduction may be substantial in relation to the price paid.

How we assess it. We record the weight and batch number of every bottle at dispatch and check it again on receipt of a return. Our assessment takes into account the quantity dispensed, the condition of the bottle and the original packaging, and is always proportionate to the actual diminished value.

An intact bottle, with its original packaging and with no product dispensed, always qualifies for a full refund. A minimal quantity, consistent with assessing the fragrance, results in no deduction.

We always inform you of the amount retained and the reasons for our assessment before issuing the refund. You may dispute it by writing to info@intrinsya.com.

5. RETURN SHIPPING COSTS

The direct cost of returning the product is borne by you and is not refundable.

We recommend using a tracked shipping service and retaining proof of shipment until your return has been processed.

If you receive a defective, damaged or incorrect product, contact us before returning it: in such cases return costs are borne by Intrinsya.

6. REFUNDS

Upon receipt of the return, we inspect the product's condition to assess any potential decrease in value as described in Section 4.

We will refund all payments received from you, including the cost of the initial standard delivery, within 14 days of the day on which we are informed of your decision to withdraw. Any additional amount paid for an upgraded or express delivery option is not refundable.

As permitted by law, we may withhold the refund until we have received the products back, or until you have supplied evidence of having sent them back, whichever is the earlier.

Refunds are made using the same payment method used for the purchase, unless you have expressly agreed otherwise, and never result in any cost to you.

7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order on delivery and contact us as soon as possible if your product is damaged, defective or different from what you ordered.

These cases are covered by your statutory legal guarantee of conformity, which lasts 24 months from delivery and is separate from the right of withdrawal. Where applicable, repair, replacement, price reduction or refund will be provided in accordance with consumer protection law. Full details are set out in Section 9 of our Terms & Conditions.

For issues relating to transport damage, incorrect addresses or lost shipments, please also refer to our Shipping Policy.

8. COMPLAINTS AND OUT-OF-COURT DISPUTE RESOLUTION

You may send complaints to info@intrinsya.com or through our contact form. We undertake to respond within a reasonable time and to seek an agreed solution.

If the dispute is not resolved, you may turn to an alternative dispute resolution (ADR) body, including the conciliation service of the Milan Monza Brianza Lodi Chamber of Commerce. The list of ADR bodies notified by Member States is available on the European Commission's consumer redress portal.

The European ODR platform was discontinued on 20 July 2025 following Regulation (EU) 2024/3228 and is no longer available.

Recourse to an ADR body is optional and does not affect your right to bring proceedings before the competent court.

9. MODEL WITHDRAWAL FORM

(complete and return this form only if you wish to withdraw from the contract)

To: Intrinsya di Fabio Casamento, Via A. Portaluppi 10, 20143, Milan, Italy — email info@intrinsya.com — certified email (PEC) f.casamento@postecertifica.it

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
_______________________________________________

Ordered on (*) / received on (*): _______________________

Order number: __________________________________

Name of consumer(s): ____________________________

Address of consumer(s): _________________________

Signature of consumer(s) (only if this form is notified on paper): ________________________

Date: _______________________

(*) Delete as appropriate.

Use of this form is optional. You may also communicate your decision to withdraw by any other unequivocal statement sent to info@intrinsya.com.