Returns and Withdrawal Policy

1. Right of withdrawal: professional operators and consumers

Under art. 59 of Legislative Decree 206/2005 (Consumer Code), the 14-day right of withdrawal for consumers does not apply to contracts concluded between professional operators (B2B). Orders placed on the Dielle Professional platform by professional operators (hairdressers, distributors, retailers, beauty salons) are therefore excluded from consumer withdrawal legislation. Private consumer customers (Retail profile) purchasing through the platform do have the right of withdrawal under art. 54-bis of Legislative Decree 206/2005: the online exercise procedure is described in Section 7.

2. Returns due to defects or nonconformity

If the delivered product is defective, not in accordance with the order, or damaged during transport, the professional customer has the right to replacement or refund, subject to the following conditions:

• The defect must be reported by email to ordini@dielleprofessional.com within 8 days of receiving the goods, accompanied by photographic documentation.
• The goods must be returned intact in their original packaging within 14 days of the communication authorised by Dielle.
• Shipping costs for returning defective products are borne by Dielle.
• Dielle reserves the right to verify the claim before proceeding with replacement or refund.

3. Return for Order Error

In the event of an order error attributable to the customer (wrong product, wrong quantity), Dielle evaluates return requests on a case-by-case basis. Returns are subject to the following conditions:

• The product must be intact, unopened, unused and in its original packaging.
• The request must be submitted within 5 working days of receiving the goods.
• Customised products, samples and perishable products are not refundable.
• Shipping costs for the return are borne by the customer. Dielle applies a 15% restocking fee on the value of returned products.

4. Return Procedure

To initiate a return procedure, the customer must:

1. 1Send an email to ordini@dielleprofessional.com stating: order number, product code, reason for return and photographic documentation (where applicable).
2. 2Await written return authorisation (RMA) from Dielle.
3. 3Return the goods to the address indicated in the RMA communication, with adequate packaging.
4. 4Refunds, if authorized, will be issued using the same payment method as the original order within 14 days of receiving the returned merchandise.

5. Non-refundable Products

Under no circumstances are the following refundable:

• Perishable products or products with a near expiry date.
• Customised or tailor-made products.
• Samples and products provided free of charge.
• Products whose original packaging has been opened or damaged.

6. Contact

For any enquiries regarding returns and refunds, contact Dielle Professional customer service at: ordini@dielleprofessional.com

7. Online withdrawal function (art. 49, 54-bis Consumer Code)

For private consumers (Retail profile customers), the platform provides an online withdrawal function. The consumer may submit notice within 14 days of receiving the product, without giving any reason. The function operates under art. 54-bis of d.lgs. 206/2005 as amended by d.lgs. 209/2025, in force since 19 June 2026. After confirmation, the consumer immediately receives a receipt on a durable medium. The right of withdrawal does not apply to professional operators (B2B orders).

Last revised: September 2026