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General Terms of Sale
These General Terms of Sale govern the purchase of products through the website essentialnio.it (hereinafter also referred to as the “Site”). The use of the Site and the purchase of products imply full acceptance of these General Terms of Sale. If the Customer does not intend to accept these Terms, they are invited not to proceed with the order.
Seller: The products available on the Site are sold by MAVA srl, with registered office at Piazza Cavour 3, 20121 Milan, Italy (VAT No. IT12554750963), registered with the Milan Business Register (REA MI-2669113). MAVA srl reserves the right to modify these General Terms of Sale at any time; the new terms will be effective from the date of publication on the Site.
Conclusion of the Contract
The sales contract is considered concluded when MAVA srl (hereinafter also referred to as the “Seller”) sends the Customer, to the provided email address, the confirmation of receipt and acceptance of the order. This order confirmation email will include the order number, a summary of the purchase (products, quantity, price, shipping costs, payment method), and a reference to these General Terms of Sale. The Customer agrees to verify the accuracy of the data contained in the order confirmation and to promptly report any errors or need for corrections by contacting Customer Service.
If the order cannot be accepted or processed, the Seller will promptly inform the Customer (for example, in case of incomplete data, product unavailability, unsuccessful payment, or failure to pass security checks). In such cases, the sales contract is not finalized, and any amount already paid by the Customer will be refunded without undue delay.
Product Availability: The products for sale on the Site are normally available in stock; however, actual availability is confirmed only at the time of order processing. By placing the order, the Customer accepts the possibility of partial fulfillment if some ordered products are no longer available. In such cases, the Seller will ship only the available products and refund the amount paid for the unavailable products (or, if agreed, may propose an alternative product of equivalent value). Partial execution of the order does not entitle the Customer to refuse delivery or terminate the contract for the delivered products.
Purchase Methods
Purchases on the Site can only be made by adult Customers, registered or who have provided all the necessary data to complete the transaction and delivery. To place an order, the Customer selects the desired products, which will be added to the “cart,” and proceeds to checkout following the instructions on the Site.
During the order process, the Customer will be asked for personal data (delivery address, billing address, email address, phone number, etc.) necessary for order fulfillment. It is the Customer’s responsibility to provide accurate and complete information. Any additional costs caused by errors in the provided data (e.g., redelivery costs for incorrect address) will be borne by the Customer.
The order is considered confirmed and binding for the Customer when they complete the payment process and submit the order through the Site. The order will be deemed accepted and the contract concluded only upon the Seller’s sending of the order confirmation, as described in the previous section.
The order number indicated in the confirmation sent by the Seller must be used by the Customer for any communication related to the order itself. For any post-sale needs (e.g., shipping data modification, order status, returns, etc.), the Customer can contact Customer Service providing this reference.
Prices and Payments
All product prices indicated on the Site are expressed in Euros (€) and, unless otherwise indicated, include the applicable VAT according to current legislation. Any delivery charges or other additional costs (e.g., cash on delivery) are calculated separately and clearly indicated during the order process before the contract conclusion and payment by the Customer.
For shipments to countries outside the European Union, product prices are indicated net of VAT. In such cases, any customs duties, import taxes, or local taxes required by the destination country are the responsibility of the Customer, who must verify the amount with the competent authorities of their country. Applicable shipping costs to foreign destinations will be communicated during checkout.
The Seller reserves the right to change product prices at any time; however, confirmed orders will be subject to the prices in effect at the time the order is placed by the Customer. In case of promotions, discounts, or special sales, the original reference price and the percentage or amount of the discount applied will be shown on the Site, in compliance with the current Italian legislation on price transparency (EU Directive 2019/2161, implemented with Legislative Decree March 7, 2023, No. 26).
Payment Methods
Various payment methods are accepted on the essentialnio.it Site, indicated during the purchase process. These generally include:
Payment is managed through secure and encrypted platforms. No credit card data or payment credentials are handled directly by the Site, which uses certified external providers to ensure maximum security. In case of payment by card or electronic means, the charge occurs at the time of order confirmation (or, in case of bank transfer, the Customer must make the transfer within the methods and timelines communicated on the Site).
If the Customer chooses an electronic payment method (card, PayPal, etc.), the related information will be transmitted over a secure connection directly to the payment service provider. The Seller is not responsible for any illegal or fraudulent use of payment data by third parties, provided it demonstrates having taken all possible precautions based on ordinary diligence.
Right of Withdrawal (Return for Change of Mind)
If the Customer is a consumer (i.e., a natural person purchasing products for purposes unrelated to any business, commercial, craft, or professional activity possibly carried out), they have the right to withdraw from the purchase contract without providing any reason and without any penalty, within 14 (fourteen) days from the day they or a third party designated by them (other than the carrier) acquires physical possession of the ordered goods. In the case of separate deliveries of multiple goods ordered with a single order, the 14-day period starts from the receipt of the last good.
To exercise the right of withdrawal, the Customer must send an explicit communication of their decision to withdraw, within the above-mentioned period, using one of the following methods:
In the withdrawal communication, it is advisable to indicate the order number, the product or products for which the withdrawal is intended, and personal references (name, surname, address, email). It is possible (but not mandatory) to use the standard withdrawal form provided in Annex I part B of the Consumer Code, also available on the Site in the “Returns and Withdrawals” section.
Within 14 days from the withdrawal communication, the Customer must return the products to the Seller, sending them to the address that will be indicated by Customer Service in response to the withdrawal request.
Conditions for Exercising the Right of Withdrawal and Refund
The right of withdrawal is subject to the following conditions:
If the returned product is damaged during return transport, the Seller will notify the Customer within 5 working days of receipt, to allow them (if they wish) to promptly file a complaint with the used courier and obtain any insurance refund. In such cases, the product will be made available to the Customer for collection at their expense, simultaneously canceling the withdrawal request (since the item is not intact and returnable). MAVA srl is not responsible in any way for damage, theft, or loss of goods returned with uninsured shipments by the Customer.
Upon arrival at the returns warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the original packaging and/or packaging is damaged, the Seller may withhold a percentage from the refund due (not exceeding 10% of the item’s value) as a contribution to the packaging restoration costs.
Subject to any restoration costs mentioned above, the Seller will refund the entire amount already paid by the Customer for the returned product, excluding initial shipping costs (which will be refunded only if the withdrawal concerned all the products in the order). The refund will be made within 14 days from the date the Seller became aware of the Customer’s exercise of the right of withdrawal, but it may be legitimately suspended until the goods are actually received or until the Customer proves they have returned the goods, whichever occurs first.
The refund will be made using the same payment method used by the Customer for the initial transaction, unless expressly agreed otherwise with the Customer (in the case of a bank transfer, the Customer must promptly provide the necessary IBAN bank details for the credit). In any case, the Customer will not incur any costs as a result of such a refund.
Expiry of the Right of Withdrawal: The right of withdrawal expires completely, due to the lack of the essential condition of integrity of the item (packaging and/or its contents), in cases where MAVA srl ascertains:
In the above cases of expiry of the right of withdrawal, the Seller will return the item to the sender without issuing a refund, charging the same Customer the additional shipping costs incurred for returning the product.
Exceptions to the Right of Withdrawal: Pursuant to Article 59 of the Consumer Code, the right of withdrawal does not apply to certain types of products. By way of example and not exhaustive, withdrawal is excluded for: (i) goods made to measure or clearly personalized; (ii) goods that are likely to deteriorate or expire rapidly (e.g., perishable foods); (iii) sealed products that are not suitable for return for hygiene or health protection reasons and have been opened after delivery; (iv) goods that, after delivery, are inseparably mixed with other goods; (v) sealed audio or video recordings or sealed computer software that have been opened after delivery; (vi) newspapers, periodicals, and magazines. If products for which the right of withdrawal is excluded are offered on the Site, the Customer will be informed before purchase and in the relevant product sheets.
Shipping and Delivery of Products
Geographical Delivery Area: The Seller accepts orders with delivery within the Italian territory (including mainland Italy, islands, and San Marino/Vatican). For orders with delivery outside Italy, the availability of the service and conditions (costs, timelines, any limitations) must be verified on a case-by-case basis: the Site may allow shipments to some foreign countries, automatically indicating costs and times, or require the Customer to contact Customer Service for specific quotes.
Courier and Delivery Times: Delivery is made via express courier selected by the Seller (e.g., DHL, BRT, GLS, or Poste Italiane depending on the destination). Delivery times in Italy are generally 24/48 working hours from the date of handover to the courier, except for remote areas or islands where 72 hours may be needed. Any delivery delays may be caused by the courier’s organizational factors, weather conditions, holiday periods, or force majeure. In any case, according to the law, the Seller undertakes to deliver the goods no later than 30 days from the conclusion of the contract; if this deadline is exceeded without the Customer having received the goods, they have the right to request delivery within an additional period appropriate to the circumstances. If this period also expires without the goods being delivered, the Customer has the right to terminate the contract and obtain a refund of the amount paid.
Shipping Costs: Any delivery charges are borne by the Customer, unless promotions or special conditions offered by the Seller (e.g., free shipping over a certain amount, highlighted on the Site). The exact amount of shipping costs is always indicated to the Customer during the order process before the order is placed. In the case of cash on delivery (if provided), the courier may apply a small surcharge for collection, also communicated during the order.
Traceability: Upon shipment, the Customer will receive a confirmation email of the shipment containing (if available) the tracking number provided by the courier, through which it will be possible to monitor the delivery status on the courier’s website. The Customer agrees to be present, personally or through a delegate, at the delivery address indicated in the order on the scheduled delivery days, or to act according to the tracking information to coordinate receipt.
Failed delivery: If delivery cannot occur due to the recipient’s absence at the agreed address, the courier will generally make a second attempt within 24 hours, or leave a notice and/or contact the Customer at the provided phone numbers. If delivery cannot be completed even on the second attempt, the package may go “on hold.” The Seller’s Customer Service will contact the Customer to release the hold and arrange a new delivery. Any additional costs for holding or redelivery caused by the Customer’s lack of cooperation (incorrect address, repeated absence, voluntary non-collection) may be charged to the Customer.
Upon delivery, the Customer is required to immediately check that the number of packages received matches what is indicated in the shipping documents and that the packaging is intact, not damaged or tampered with (altered adhesive tape, tears, holes, etc.). Any damage to the packaging and/or product or the mismatch in the number of packages must be immediately reported to the courier by placing a written reservation (describing the exact issue found, e.g., “packaging punctured, content verification,” “missing package,” etc.) on the courier’s delivery document. Once the delivery document is signed without reservation, the Customer cannot contest the external characteristics of the delivered items. Any issues regarding the physical integrity, correspondence, or completeness of the received products must be reported within 8 days of delivery by contacting the Seller’s Customer Service.
Legal Warranty and Non-Conforming Products
Legal warranty for the Consumer: The products sold on the Site are covered by the legal warranty of conformity provided for by Articles 128-135 of the Consumer Code. This warranty protects the consumer Customer in case the purchased goods show defects of conformity with the sales contract, which manifest within 2 (two) years from the delivery of the goods. The defect of conformity (e.g., malfunctioning, damaged, not matching the provided descriptions) must be reported by the consumer within 2 (two) months of discovery, under penalty of forfeiture. In case of a defect covered by the legal warranty, the Customer is entitled to the restoration of the conformity of the goods, free of charge, through repair or replacement of the product (at the Customer’s choice, unless the requested remedy is objectively impossible or excessively burdensome compared to the other). If repair or replacement is impossible or disproportionate, or not carried out within a reasonable time, the Customer may request a price reduction or contract termination (and the return of the paid amount), according to legal provisions.
Reporting defective or non-conforming products: To activate the legal warranty, the Customer must report the alleged non-conformity to the Seller within the terms indicated above, by sending an email to info@essentialnio.it with a detailed description of the problem encountered, photographic evidence if relevant, and the order reference (number and date). It is advisable to attach photographic documentation highlighting the defect or non-conformity complained of.
After receiving the report, MAVA srl’s Customer Service will promptly respond to the Customer, indicating the next steps for verifying the defect and the possible return procedure of the defective product. It is important not to ship the product without prior authorization from the Seller, as it may be necessary to provide a return code (RMA) and specify agreed shipping methods.
In case of return authorization to verify the defect, the Seller will cover the shipping costs for the return of the defective product, providing the Customer with a prepaid label or arranging for home pickup. Once the product is received, MAVA srl will verify the actual existence of the reported defect. If the defect of conformity is confirmed, the Seller, in agreement with the Customer, will proceed free of charge with the repair of the goods or replacement with a new identical product (or, if unavailable, with one of equivalent value or characteristics subject to the Customer’s acceptance). Only if the remedies of repair or replacement prove impractical (e.g., because the product is no longer available) or excessively burdensome, a price reduction or full refund with contract termination will be agreed with the Customer.
If, following the examination, the reported defect is found to be non-existent or the product is found to be conforming to the description and functional, the Seller will notify the Customer. In this case, the request for the application of the legal warranty cannot be accepted, and the product will be returned to the Customer, unless otherwise agreed. The shipping costs for returning the product to the Customer will be borne by the Customer, and verification and management costs may be charged if bad faith or improper use of the warranty is found. Alternatively, upon request, MAVA srl may provide a quote for out-of-warranty repair of the product (where possible) at the Customer’s expense.
Warranty for non-consumer customers: If the Customer does not act as a consumer (e.g., purchases made with a VAT number for professional purposes or resale), the warranties for defects of the sold item provided by the Civil Code (Art. 1490 et seq.) apply. In this case, the non-consumer Customer forfeits the right to the warranty if they do not report the defects found to the seller within 8 days of discovery, and the warranty expires 12 months from delivery. In any case, any defects caused by improper use or contrary to the product’s instructions for use are not covered by the conventional warranty.
Applicable Law and Jurisdiction
The purchase contracts concluded through the Site are governed by Italian law (in particular by the Consumer Code and Legislative Decree 70/2003 on electronic commerce, where applicable), without prejudice to the application of any mandatory provisions of the law of the consumer’s habitual residence country that are more favorable to the consumer.
For any dispute relating to the application, execution, and interpretation of these General Terms and Conditions of Sale, the court of the place of residence or domicile of the consumer Customer is competent, if located in the territory of the Italian State. If the consumer Customer is not resident in Italy, the court of the place of execution of the contract will have jurisdiction for disputes. If the Customer acts instead in the exercise of their business, commercial, craft, or professional activity (therefore not as a “consumer” under the Consumer Code), the parties agree that any dispute is under the exclusive jurisdiction of the Court of Milan.
Alternative Dispute Resolution and ODR Platform
The Seller informs the Customer that, pursuant to Art. 14 of EU Regulation 524/2013, a European platform for online dispute resolution (ODR platform) has been established. The ODR platform can be consulted at the following address: https://ec.europa.eu/consumers/odr/. Through the ODR platform, the consumer Customer can consult the list of ADR (Alternative Dispute Resolution) bodies and initiate an extrajudicial dispute resolution procedure related to an online contract. To this end, it is noted that the Seller’s email address is info@essentialnio.it.
In any case, it remains that for any dispute, the Customer can always refer to the competent ordinary judge. These General Terms and Conditions of Sale do not prejudice the rights granted to consumers by law.
Contacts and Communications
For customer assistance, information, complaints, or any communication related to the purchase of products, you can contact MAVA srl through the following channels:
Customer Service is operational from Monday to Friday (excluding holidays) approximately from 9:00 AM to 6:00 PM. Requests received will be processed as quickly as possible. All communications from MAVA srl to the Customer will primarily occur via email to the address provided during order or registration. Any changes to the Customer’s contact details must be promptly communicated to the Seller to ensure proper management of communications.
Last update: March 2025. These General Terms and Conditions of Sale replace any previously published version related to the site essentialnio.it.
Return Policy
In accordance with current regulations, MAVA srl offers its customers the possibility to exercise the right of withdrawal for purchases made on the Essentialnio.it site.
Right of Withdrawal
If the Customer is a consumer (i.e., a natural person who purchases goods for purposes not related to their professional activity), they have the right to withdraw from the purchase contract for any reason, without needing to provide explanations and without any penalty, within 14 days from the date of receipt of the goods.
How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Customer must send a written communication to MAVA srl within 14 days from the date of receipt of the goods. This communication can be sent via:
Once the withdrawal communication is received, MAVA srl‘s Customer Service will provide the Customer with instructions for returning the goods, which must be done within 14 days of authorization.
Conditions for Withdrawal
The right of withdrawal is subject to the following conditions:
Return Shipping Costs
The shipping costs for returning the goods are borne by the Customer. The shipment, until the certificate of receipt in our warehouse, is under the complete responsibility of the Customer.
Refund
Without prejudice to any restoration costs for damages to the original packaging, MAVA srl will refund the Customer the full amount already paid, within 14 days of the return of the goods. The refund will be made using the same payment method used by the Customer at the time of order.
Forfeiture of the Right of Withdrawal
The right of withdrawal is completely forfeited, due to the lack of the essential condition of integrity of the goods (packaging and/or its content), in cases where MAVA srl ascertains:
In the event of forfeiture of the right of withdrawal, MAVA srl will return the purchased goods to the sender, charging them the shipping costs.
Contacts
For any questions or clarifications regarding the return policy, the Customer can contact MAVA srl‘s Customer Service via email at info@essentialnio.it
It is advisable to keep a copy of the withdrawal communication and the shipping receipt of the returned goods.
Disclaimer: Information provided at the best of our knowledge. We do not take responsibility on information provided. Essentialnio® products are not intended to diagnose or treat disease, or to substitute a physician’s consultation. The information about products is not medical advice or treatment. If side effects occur, discontinue use and consult a clinician or your pharmacist.
