Refund policy

Returns, Cancellations and Right of Withdrawal – VG Charme

Our Exclusive Perfume Service

Try before you decide! With every perfume purchased, VG Charme includes a complimentary “Try Me” tester of the same selected fragrance, allowing you to try the perfume multiple times without opening the sealed main packaging. If the fragrance does not meet your expectations, you can return the main package still sealed within the time limits specified below.

Benefits of our system:

  • ✅ Try the perfume without compromising your right to return it
  • ✅ Main packaging remains intact and sealed
  • ✅ Make an informed purchasing decision
  • ✅ Simple, trackable and fast returns

Order Cancellation (Before Shipping)

As long as your order has not yet been processed and shipped, you can request its cancellation free of charge. Cancellation requests can be submitted:

How payment works in the event of cancellation: when placing an order, the amount is only authorized on your payment method but is not charged: the actual charge occurs only when the order is shipped. Therefore, in the event of cancellation, you will not receive a refund, simply because no charge has ever been made. The authorization is released, and the pending transaction (the amount displayed with a “−” sign) automatically disappears from your bank statement: no credit transaction with a “+” sign will appear. The time required to release the authorization depends on your bank or card issuer (usually from a few moments to several business days).

Once the order has been shipped, cancellation is no longer possible: you may exercise your right of withdrawal according to the procedures described below.

Right of Withdrawal

As provided by the Italian Consumer Code (Legislative Decree 206/2005), which implements Directive 2011/83/EU on consumer rights, you have the right to withdraw from your purchase within 14 days of receiving the product, without giving any reason and without incurring any costs other than those expressly specified below. If the fourteenth day falls on a Saturday, Sunday or public holiday, the deadline is extended to the next working day (calculation of time limits pursuant to EEC/Euratom Regulation No. 1182/71).

How to Exercise Your Right of Withdrawal

You can exercise your right of withdrawal easily and immediately through our online withdrawal feature, compliant with Article 54-bis of the Italian Consumer Code (Legislative Decree 209/2025):

  1. Online withdrawal feature (recommended) – Visit orders.vgcharme.com, enter the email address used for your order, select the item and confirm your withdrawal request. Once the procedure is complete, you will receive a confirmation receipt by email, showing the exact date and time of your request, confirming that your right of withdrawal has been exercised.
  2. By email – Alternatively, you can send your request to ecommerce@vgcharme.com, stating your intention to withdraw and providing your order number. You may use the model withdrawal form (Annex I, Legislative Decree 206/2005) available at this link. Your withdrawal takes effect when you send the notification.

In both cases, wait for our confirmation and shipping instructions before sending the product back. From the date of our confirmation, you will have 14 days to return the sealed main package.

Return Conditions

To validly exercise your right of withdrawal, the product must be returned:

  • Intact and unused
  • In its complete original packaging, including all tags, seals and accessories
  • With the main packaging still sealed and untampered with
  • Properly packaged for return shipping (the customer is responsible for ensuring secure packaging suitable for transportation)

Important: for hygiene and health protection reasons, returns of perfumes, cosmetics or personal care products with opened or tampered seals cannot be accepted (Article 59 of the Italian Consumer Code). The “Try Me” tester allows you to experience the fragrance without opening the main product.

Products without an external seal or with an integrated dispenser: as these products are intended for personal hygiene and care, if an inspection of the returned product reveals objective evidence that it has been opened or used (e.g. altered contents level, used dispenser, product residue, signs of tampering), the product is considered compromised from a hygiene and health perspective. In such cases, withdrawal cannot be accepted pursuant to Article 59 of the Italian Consumer Code. The returned product will remain available for collection or may be shipped back to you, with the related costs at your expense.

Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply to (Article 59 of the Italian Consumer Code):

  • Perfumes, cosmetics or personal care products with opened packaging or seals
  • Personalized or custom-made products
  • Perishable products or products with a short expiry date
  • Gift vouchers

Return Costs and Shipping

The direct costs of returning the product are borne by the customer (Article 57 of the Italian Consumer Code), as you were informed of these costs before purchasing. You have two options:

  • Optional prepaid return label through our partner Poste Italiane – Pacco Reverse, which must be requested in the same withdrawal notification. Fixed costs (VAT included):
    • Italy, excluding Sicily, Calabria and Sardinia: 10€
    • Sicily, Calabria and Sardinia: 12€
    • Shipments within the European Union: 20€
    The cost of the prepaid label may vary for shipments from or to remote or hard-to-reach postal codes and locations, or if the parcel is bulky or weighs more than 1 kg. The updated list of affected postal codes and locations is available on the Poste Italiane website. More information about the Pacco Reverse service.
  • Courier of your choice – Alternatively, you may return the product using your preferred courier at your own expense, provided the product is properly packaged. In this case, responsibility for transportation (loss, damage or delay) rests with the sender: we recommend using a tracked and insured shipping service.

After receiving our confirmation and shipping instructions, send the product to the following address:

VG Charme
Via Giuseppe Zanardelli 20
25068 Sarezzo (BS) – Italy
Delivery Contact: Yevgeniya Vinichenko

Mobile: +39 366 252 4874
Email: ecommerce@vgcharme.com

Refusal of Delivery

If you refuse the parcel upon delivery, we distinguish between two situations:

  • You have already notified us of your withdrawal (online or by email) and subsequently refuse delivery: your withdrawal is valid, and we will proceed with the refund of the product price and the standard delivery costs originally paid, according to the procedures and time limits specified in the "Refunds" section. Only the direct return costs remain your responsibility, as indicated above.
  • You refuse the parcel without previously notifying us of your withdrawal: refusing delivery alone does not constitute an exercise of the right of withdrawal, which requires explicit notification according to the procedures described above. In this case, the parcel will be returned to our warehouse, and we will contact you to agree on how to proceed. Any actual and documented storage and return shipping costs resulting from the unsuccessful delivery will be your responsibility. Your right of withdrawal remains unaffected and may still be exercised by expressly notifying us within the applicable time limits. In that case, the refund procedures described in the "Refunds" section will apply.

In the first case, you will always receive a full refund of the product price and standard delivery costs, without any deductions except for the direct return costs specified above. In the second case, any actual and documented storage and return shipping costs resulting from the unsuccessful delivery will be your responsibility and may be deducted from any amount owed to you or charged separately, always in a transparent and documented manner. To avoid these costs and speed up the process, we recommend always notifying us of your withdrawal before delivery.

Product Exchanges

Product exchanges are allowed only once per order, without additional product charges, provided the original item is intact, sealed and returned in accordance with the return conditions specified above. Request an exchange by emailing ecommerce@vgcharme.com, specifying the desired replacement product (subject to stock availability). Return shipping costs and the cost of sending the new item may be borne by the customer.

Refunds

Once we have received and inspected the returned product:

  • We will inform you of the inspection outcome;
  • If the withdrawal complies with the conditions, you will receive a refund within 14 days from the date we were informed of your withdrawal, using your original payment method. However, we may withhold the refund until we have received the product or you have provided proof that the return has been shipped;
  • The refund includes the price of the returned product(s) and the standard delivery costs originally paid for the order. Any additional costs resulting from your choice of a delivery method more expensive than the standard option offered are non-refundable (Article 56 of the Italian Consumer Code);
  • In the event of a partial withdrawal (returning only some of the items in an order), the original delivery costs will not be refunded, as shipping would still have been required for the items you keep;
  • Bank processing times for displaying the refund may vary.

If you have not received your refund within 14 days of our confirmation that your withdrawal is eligible, please contact us at ecommerce@vgcharme.com.

Legal Guarantee of Conformity

All products sold on this website are covered by the legal guarantee of conformity provided for in Articles 128 et seq. of the Italian Consumer Code, valid for two years from the delivery of the goods. In the event of a lack of conformity existing at the time of delivery, you are entitled, free of charge, to have the product brought into conformity through repair or replacement and, where these remedies are not possible or are excessively burdensome, to a price reduction or termination of the contract.

Any lack of conformity that becomes apparent within one year of delivery is presumed to have existed at that time, unless proven otherwise. The limitation period for bringing a claim regarding defects is twenty-six months from delivery.

Consumers are not required to report a lack of conformity within any specific time limit (the previous obligation to report a defect within two months of discovery was repealed by Legislative Decree 170/2021). However, we encourage you to report any defect, preferably in writing, to facilitate verification.

As these are cosmetic and personal hygiene products, for hygiene and health reasons, the guarantee does not cover defects resulting from opening, use or improper storage by the consumer (exposure to heat sources, humidity or contamination), or from tampering with the contents. To enable verification, you may be asked to provide photographic documentation or other relevant evidence.

Have Questions?

For any questions about our products or return procedures, contact us before purchasing or returning a product at ecommerce@vgcharme.com.

Contact Details:
Trade Name: VG Charme
Legal Name: VINICHENKO YEVGENIYA
Phone: +39 366 252 4874
Email: ecommerce@vgcharme.com
Address: Via Giuseppe Zanardelli 20 – 25068 Sarezzo (BS)
VAT Number: 04353910989
REA Registration Number: BS – 607972

This policy complies with the Italian Consumer Code (Legislative Decree 206/2005, as amended by Legislative Decree 170/2021 and Legislative Decree 209/2025) and Directive 2011/83/EU on consumer rights. Last updated: June 2026.