Amaltheia emphasizes not only the excellence of its products, but also the support provided. Although we cannot guarantee that the products shipped will be free from defects, we are committed to resolving any issues promptly and effectively.

When can I submit a complaint?

1. If the product proves to be unsuitable (due to defects, malfunction or failure to correspond to the characteristics stated by the seller).
2. If the expiry date has passed.
3. If the product received is different from the one purchased (except in cases where the packaging has been changed by the manufacturer following a rebranding, provided that the product’s functions remain unchanged).

Amaltheia assumes responsibility for manufacturing defects in products that are present at the time of delivery within:

• 30 days – for cosmetics, personal care and perfumery products.

Amaltheia cannot be held liable for new defects, especially where they result from improper use.

What rights do I have if I submit a complaint?

If the product is defective, we may agree on compensation in the form of a voucher (discount). You are entitled to request the replacement of the defective product or its repair. If the defect is substantial, you also have the option to withdraw from the purchase contract. In that case, we ask you to return the product to us and we will refund you the full purchase price.

How do I submit a complaint?

If you wish to submit a complaint regarding specific products, please contact us by phone at: [TELEPHONE], or send an email to reclami@amaltheiacosmetics.com. We kindly ask you to provide a brief description of your intention and the reason for the complaint, and to attach evidence in the form of images and/or videos highlighting any defects in the product purchased.

We will keep you informed about the progress of your complaint by email, in particular regarding the acceptance, processing or rejection of the complaint. Where appropriate, we may also contact you by phone.

As a rule, resolving the complaint and remedying the defect does not take more than 30 days. If this does not occur, you have the right to withdraw from the purchase contract. 

The product images in our online store are for illustrative purposes only and may not accurately reflect the actual characteristics of the products. For example, the product packaging may vary, and the colour of the packaging displayed in videos may differ from the real one or may differ due to changes made by the manufacturer, rebranding, etc.

** Please note that hypersensitivity or allergic reactions to delivered products cannot be regarded as product defects. Likewise, defects in products offered as gifts or free services added to the order cannot be considered product defects.

With regard to products with an expiry date, we guarantee that they are usable for the entire validity period.

The European Cosmetics Regulation EC 1223/2009 lays down mandatory requirements for labelling and the clear communication of safety information for cosmetic products, particularly with regard to the expiry date, the Period After Opening (PAO), and the batch code.

The expiry date of a product indicates the period during which the product retains its properties and functionality as stated by the manufacturer. This period ensures that the product is safe to use and effectively performs its intended function. The expiry date may vary depending on the type and nature of the product, influenced by several factors:

• How the product is used (interaction of the product with the human body, bacteria, fungi, etc.)
• Storage conditions, such as temperature and exposure to light
• The possibility that the product may dry out or liquefy over time, changing its consistency
• The chemical composition of the product and the possibility of separation of the elements in the formula

According to Regulation EC 1223/2009, if the shelf life of a cosmetic product is less than 30 months, an expiry date must be clearly indicated on the packaging. For products with a shelf life longer than 30 months, a Period After Opening (PAO) is indicated instead of an expiry date.

The PAO represents the period during which the product remains stable and safe for use after it has been opened for the first time. This period is influenced by the degree of deterioration to which the product may be exposed and starts from the first use or first interaction with the consumer, when the risk of microbial contamination arises.

Consumers can distinguish between the expiry date and the PAO by carefully observing the identifying symbols shown on product packaging.

The Batch Code (lot code), on the other hand, is an identifier consisting of numbers and/or letters used in industrial processes to identify and trace a set of identical products that have been manufactured at a given time and share similar production characteristics (such as date and time of manufacture, identification code, etc.). This represents internal coding information, and only the manufacturer can provide precise details and decipher the Batch Code.

Contact

We will be happy to answer any questions regarding complaints if you contact us at reclami@amaltheiacosmetics.com or by phone on +(39) 000000000.