Returns and Withdrawal Policy

1. Exclusion of Withdrawal Right for Professional Operators

Pursuant to Article 59 of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal granted to consumers (the so-called “right to change one’s mind” within 14 days) does not apply to contracts entered into between business entities (B2B). The Dielle Professional platform is reserved exclusively for professionals in the industry (hairdressers, distributors, retailers, beauty salons). Therefore, consumer law regarding the right of withdrawal does not apply.

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

Last updated: July 2026