Return Policy & EU Withdrawal

Effective Date: September 2026

Vach Cittoni carefully inspects, seals, and packages every fragrance before it leaves our facility.

Fragrance is a personal-use cosmetic product. Product integrity, authenticity, hygiene, quality, and tamper protection are important to both Vach Cittoni and our customers. For that reason, our voluntary return policy is intentionally strict.

This policy contains two parts:

Part 1 — Vach Cittoni Return Policy applies to all customers, including customers located within the European Union.

Part 2 — European Union Right of Withdrawal explains additional statutory rights that may apply specifically to consumers located within the European Union.

Where mandatory consumer law provides rights that cannot legally be excluded or restricted, those rights remain unaffected.

PART 1 — VACH CITTONI RETURN POLICY

1. Return Period

Customers may request a return within 14 calendar days of receiving their order.

A return request does not automatically guarantee that the product will be accepted.

All voluntary returns remain subject to the eligibility requirements, inspection procedures, and exclusions contained in this policy.

2. Return Eligibility

To qualify for a voluntary return, a product must:

• Be unused.
• Be unopened.
• Be in its original condition.
• Include all original packaging, inserts, components, and accessories.
• Have its original factory shrink wrap completely intact.
• Have its original tamper-evident security seal completely intact.
• Show no evidence of use, testing, alteration, substitution, contamination, damage, or tampering.

A product that does not satisfy these requirements is not eligible for return, refund, or exchange under Vach Cittoni's voluntary return policy.

Mandatory statutory rights remain unaffected.

3. Sealed Fragrance Products

Every Vach Cittoni fragrance is supplied in protective retail packaging with factory shrink wrap and a tamper-evident security seal.

These measures are intended to preserve:

• Product integrity.
• Authenticity.
• Hygiene.
• Safety.
• Quality.
• Protection against substitution or tampering.

For purposes of Vach Cittoni's voluntary return policy, a fragrance is considered opened if any of the following has occurred:

• Factory shrink wrap has been removed, cut, torn, or materially damaged.
• The tamper-evident security seal has been broken, removed, altered, or damaged.
• Product packaging has been opened.
• The fragrance bottle has been removed from its sealed retail packaging.
• The fragrance has been sprayed, tested, sampled, used, altered, refilled, substituted, contaminated, or tampered with.

Opened fragrance products are not eligible for return, refund, or exchange under Vach Cittoni's voluntary return policy.

Customers who may wish to return a fragrance should inspect the product through its sealed packaging and should not remove or damage the shrink wrap or tamper-evident security seal unless they intend to keep the product.

4. Return Authorization

Before returning a product under Part 1, customers must contact Vach Cittoni and obtain a Return Authorization.

Contact:

hello@vachcittoni.com

Please include:

• Order number.
• Customer name.
• Product being returned.
• Reason for return.
• Any photographs or supporting information reasonably requested by Vach Cittoni.

Products returned without authorization may be refused or returned to the sender where permitted by law.

Issuing a Return Authorization does not constitute approval of a refund.

Final eligibility is determined after the returned product has been received and inspected.

This requirement applies to Vach Cittoni's voluntary return process and does not restrict any statutory right that applicable law permits a consumer to exercise through another legally valid procedure.

5. Return Shipping

Unless Vach Cittoni confirms otherwise in writing or applicable law requires otherwise, the customer is responsible for arranging and paying for return shipping.

A trackable shipping service is strongly recommended.

To the fullest extent permitted by law, the customer remains responsible for the returned shipment until it is delivered to Vach Cittoni.

Vach Cittoni is not responsible for customer-arranged return shipments that are lost, misdirected, damaged, or not delivered to us, except where applicable law assigns responsibility otherwise.

Customs, carrier, brokerage, handling, or similar charges created by a customer-initiated return remain the customer's responsibility to the extent permitted by applicable law.

6. Inspection of Returned Products

Every returned product may be inspected before a refund is approved.

Vach Cittoni may refuse a voluntary return where inspection identifies:

• Removed, broken, or damaged shrink wrap.
• Removed, broken, altered, or damaged security seals.
• Opened product packaging.
• Missing packaging, inserts, components, or accessories.
• Evidence of spraying, sampling, testing, or use.
• Fragrance loss.
• Damage occurring after delivery to the customer.
• Product substitution.
• Refilled or altered bottles.
• Counterfeit goods.
• Contamination.
• Tampering.
• A product different from the product originally supplied by Vach Cittoni.

Vach Cittoni may document or photograph returned merchandise for inspection, quality assurance, fraud prevention, dispute resolution, or claim verification.

7. Refunds

Approved refunds under Vach Cittoni's voluntary return policy will be issued to the original method of payment, unless another method is expressly agreed to by both Vach Cittoni and the customer.

For ordinary voluntary returns under Part 1, to the extent permitted by law:

• Original shipping charges are non-refundable.
• Return shipping charges are non-refundable.
• Customs charges, duties, brokerage charges, taxes, and similar third-party charges are non-refundable.
• Optional Shipping Protection fees are non-refundable once the associated order has entered fulfillment.

Refunds under Part 1 are processed after the returned product has been received and eligibility confirmed.

Payment providers and financial institutions may require additional time to post a refund after Vach Cittoni has issued it.

8. Damaged, Incorrect, or Defective Orders

If an order arrives damaged, incorrect, or appears defective, customers should contact Vach Cittoni within 7 calendar days of delivery so the matter can be investigated promptly.

Please provide:

• Order number.
• Description of the issue.
• Photograph of the shipping carton.
• Photograph of the shipping label.
• Photographs of the product and retail packaging.
• Photographs showing any visible damage or defect.

Customers should retain all packaging until the claim is resolved.

Vach Cittoni may request additional information reasonably necessary to investigate the claim.

Where a claim is validated, Vach Cittoni will provide the remedy required by applicable law or another remedy agreed with the customer.

The 7-day reporting period assists with prompt investigation and carrier claims.

It does not eliminate or shorten any mandatory statutory warranty, conformity, defective-product, product-safety, or consumer right that cannot legally be restricted.

9. Non-Returnable Products

Under Vach Cittoni's voluntary return policy, the following are not eligible for ordinary change-of-mind return:

• Opened fragrance products.
• Used or tested fragrance products.
• Products with removed or damaged factory shrink wrap.
• Products with removed, broken, altered, or damaged tamper-evident seals.
• Products showing alteration, contamination, substitution, or tampering.
• Gift cards.
• Products clearly identified as Final Sale or non-returnable before purchase.
• Complimentary or promotional products for which no purchase price was paid.

These exclusions remain subject to mandatory statutory rights that applicable law does not permit Vach Cittoni to exclude.

10. Fraudulent or Abusive Returns

To the fullest extent permitted by law, Vach Cittoni may investigate, refuse, restrict, or escalate a return, refund, replacement, exchange, or future transaction where there is reasonable evidence of:

• Product substitution.
• Counterfeit return activity.
• False damage claims.
• Deliberate alteration.
• Return fraud.
• Chargeback abuse.
• Identity or payment fraud.
• Material misrepresentation.
• Abuse of return procedures.

Suspected fraudulent activity may be documented and disclosed to payment processors, financial institutions, carriers, insurers, law enforcement, or other appropriate parties where lawful.

Vach Cittoni may also refuse future orders or restrict a customer relationship where reasonably necessary to protect the business against fraudulent or abusive conduct and permitted by law.

PART 2 — EUROPEAN UNION RIGHT OF WITHDRAWAL

11. Application

This Part 2 applies to consumers located within the European Union where the statutory right of withdrawal under applicable EU consumer law applies to the purchase.

Part 1 continues to apply to EU customers.

However, where a mandatory EU statutory right differs from Part 1, the mandatory requirement prevails only to the extent required by applicable law.

Nothing in this section voluntarily extends EU statutory rights to customers outside the European Union.

12. EU 14-Day Right of Withdrawal

Where the statutory EU right of withdrawal applies, an EU consumer generally has 14 days from the date the consumer receives the goods to notify Vach Cittoni of the decision to withdraw.

No reason is required.

The decision to withdraw must be communicated before expiry of the applicable withdrawal period.

Eligible EU consumers may exercise the right using:

• The electronic withdrawal function made available through VachCittoni.com.
• Email.
• Another legally valid method of making an unequivocal withdrawal statement.

The statutory EU withdrawal process is separate from Vach Cittoni's ordinary Return Authorization process.

13. EU Sealed Fragrance Products

Vach Cittoni fragrances are personal-use cosmetic products supplied in factory shrink wrap and protected by a tamper-evident security seal.

EU consumer law provides an exception to the statutory right of withdrawal for certain sealed goods that are not suitable for return for health-protection or hygiene reasons and that have been unsealed after delivery.

Vach Cittoni will rely on this exception to the fullest extent permitted by applicable law where the legal requirements for the exception are satisfied.

Accordingly, removal or breaking of factory sealing may cause the statutory EU right of withdrawal to cease where the applicable legal requirements for the sealed-goods health or hygiene exception are met.

Where the statutory exception legally applies, the unsealed fragrance is not eligible for return based solely on the EU change-of-mind withdrawal right.

Vach Cittoni does not claim that the exception applies where its legal requirements are not satisfied.

Customers wishing to preserve a potential withdrawal right should therefore not remove or damage the shrink wrap or tamper-evident security seal before deciding whether to keep the fragrance.

14. Where the Sealed-Goods Exception Does Not Apply

Where the sealed-goods exception does not legally apply, the consumer's statutory rights remain available.

An EU consumer may nevertheless be responsible, where permitted by law, for diminished value caused by handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Spraying, testing, using, altering, contaminating, or otherwise handling a fragrance beyond what applicable law permits may therefore reduce the amount refundable where a statutory withdrawal remains available.

15. Returning Goods Following EU Withdrawal

Where an EU consumer validly exercises a statutory right of withdrawal and the product remains legally eligible for return, the consumer must return the goods without undue delay and generally no later than 14 days after notifying Vach Cittoni of the withdrawal.

Unless Vach Cittoni agrees otherwise or applicable law requires otherwise, the consumer bears the direct cost of returning the goods.

Products should be securely packaged with the components supplied with the order.

The consumer should retain evidence of shipment.

16. EU Refunds

Where a valid EU statutory withdrawal applies, Vach Cittoni will reimburse amounts required by applicable law.

This generally includes:

• The price paid for the eligible returned product.
• The cost of the least expensive standard delivery method offered by Vach Cittoni for the original order where EU law requires reimbursement of that cost.

Where the consumer voluntarily selected a more expensive or expedited delivery option, Vach Cittoni is not required under the EU withdrawal rules to reimburse the additional amount above the least expensive standard delivery option.

Refunds will be made using the same payment method used for the original transaction unless the consumer expressly agrees to another method and does not incur fees as a result.

Where legally permitted, Vach Cittoni may withhold reimbursement until:

• The returned goods have been received; or
• The consumer provides evidence that the goods have been sent back,

whichever occurs first.

Applicable EU rules generally require reimbursement without undue delay and no later than 14 days after Vach Cittoni is informed of the withdrawal, subject to any lawful withholding right.

17. Defective, Damaged, or Non-Conforming Goods in the EU

The EU statutory withdrawal right is separate from legal rights concerning goods that are:

• Defective.
• Damaged.
• Incorrectly supplied.
• Unsafe.
• Otherwise non-conforming.

Nothing in Vach Cittoni's sealed-product rules, voluntary return conditions, inspection procedures, or withdrawal provisions excludes a remedy that applicable EU law does not permit a trader to exclude.

18. Electronic EU Withdrawal Function

Where applicable EU law requires it for online contracts, Vach Cittoni provides an electronic withdrawal function through the store.

The function is intended to allow eligible consumers to submit an electronic withdrawal statement during the applicable withdrawal period.

Use of the function does not itself establish that a product qualifies for return.

Eligibility remains subject to applicable statutory rules, including any legally applicable sealed-goods exception.

Mandatory Consumer Rights

Nothing in this Return Policy & EU Withdrawal excludes, restricts, waives, or modifies any consumer right, statutory warranty, remedy, conformity right, product-safety right, or protection that applicable law does not permit Vach Cittoni to exclude or restrict.

Where any provision conflicts with a mandatory rule of applicable consumer law, the mandatory rule will prevail only to the extent of that conflict, and the remainder of this policy will continue to apply.

Contact

Questions regarding returns:

Vach Cittoni
Email: hello@vachcittoni.com

Legal questions concerning this policy:

Email: legal@vachcittoni.com