Refund policy

Returns, Cancellations and Right of Withdrawal – VG Charme

Our Exclusive Service for Fragrances

Try before you decide! With every fragrance purchased, VG Charme includes a complimentary “Try Me” tester of the same selected fragrance, allowing you to try the perfume several times without opening the sealed main package. If the fragrance is not to your liking, you may return the main package still sealed within the timeframes indicated below.

Benefits of our system:

• ✅ You try the fragrance without compromising your right of return
• ✅ Main package always intact and sealed
• ✅ An informed purchase decision
• ✅ Simple, tracked and fast returns

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Order Cancellation (before shipment)

As long as the order has not yet been processed and shipped, you may request its cancellation free of charge, at no cost. The cancellation request may be made:

• through the self-service function available at orders.vgcharme.com, by entering the email address used to place the order;
• or by writing to ecommerce@vgcharme.com, indicating your order number.

How payment works in the event of cancellation: when you place the order, the amount is only authorised on your payment method, but it is not charged: the actual charge occurs solely at the time of shipment. In the event of cancellation, therefore, you will not receive any refund, simply because no charge was ever made. The authorisation is released and the pending transaction (the amount you see with a “−” sign) automatically disappears from your statement: no credit with a “+” sign will therefore appear. The time required to release the authorisation depends on your bank or card issuer (generally from a few moments to several business days).

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

Right of Withdrawal

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

How to Exercise the Right of Withdrawal

You may exercise withdrawal simply and immediately through our online withdrawal function, in compliance with Article 54-bis of the Consumer Code (Legislative Decree No. 209/2025):

1. Online withdrawal function (recommended) – Go to orders.vgcharme.com, enter the email address used for the order, select the item and confirm the withdrawal request. At the end of the procedure you will receive a confirmation receipt by email, stating the exact date and time of the request, which attests that withdrawal has been exercised.
2. By email – Alternatively, you may send your request to ecommerce@vgcharme.com, stating your intention to withdraw and your order number. You may use the model form (Annex I, Legislative Decree No. 206/2005) available at this link. Withdrawal takes effect at the moment you send the communication.

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

Conditions for Returns

To validly exercise withdrawal, the product must be returned:

• Intact and unused
• In the complete original packaging, with all tags, seals and accessories present
• With the main package still sealed and untampered
• Adequately packaged for return shipment (it is the customer’s responsibility to ensure secure packaging suitable for transport)

Important: for reasons of hygiene and health protection, returns of perfumes, cosmetics or personal-care products with an opened or tampered seal cannot be accepted (Article 59 of the Consumer Code). The “Try Me” tester is designed precisely to let you try the fragrance without having to open the main product.

Products without an external seal or with an integrated dispenser: as these are products intended for personal hygiene and care, where inspection of the returned product reveals objective evidence of opening or use (e.g. altered content level, used dispenser, product residue, signs of tampering), the item is deemed compromised from a hygienic and sanitary standpoint: in such cases withdrawal cannot be accepted, pursuant to Article 59 of the Consumer Code. The returned product will remain available for you to collect, or it may be re-shipped 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 Consumer Code):

• Perfumes, cosmetics or personal-care products with opened packaging/seal
• Customised products or items made to measure/to order
• Perishable products or those with a near expiry date
• Gift vouchers

Return Costs and Shipping

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

• Optional prepaid label through our partner Poste Italiane – Pacco Reverse, to be requested in the same withdrawal communication. 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 disadvantaged postcodes and locations, or if the package contents are bulky or exceed 1 kg in weight. The updated list of disadvantaged postcodes and locations can be consulted on the Poste Italiane website. Further information on the Pacco Reverse service.
• Courier of your choice – Alternatively, you may ship the product with the courier you prefer, at your expense, provided the product is adequately packaged. In this case, liability for transport (loss, damage or delay) lies with the sender: we recommend a tracked and insured shipment.

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

Refusing the Package at Delivery

If you refuse the package at delivery, we distinguish two situations:

• You have already communicated your withdrawal (online or by email) and then refuse delivery: the withdrawal is valid and we will proceed with the refund of the product price and the standard delivery costs originally incurred, in accordance with the procedures and timeframes indicated in the “Refunds” section. Only the direct return costs remain at your expense, as provided above.
• You refuse the package without having first communicated your withdrawal: refusal of delivery, on its own, does not constitute exercise of the right of withdrawal, which requires an explicit communication in accordance with the procedures indicated above. In this case the package returns to our warehouse and we will contact you to agree on how to proceed; any storage and return costs for the failed shipment, if actual and documented, remain at your expense. Your right of withdrawal naturally remains unaffected and may be exercised by expressly communicating it within the prescribed time limits: in that case the refund procedures described in the “Refunds” section will apply.

In the first case, the refund of the price and standard delivery costs is always granted to you in full, without any deduction, except only for the direct return costs indicated above. In the second case, any storage and return costs for the failed shipment, if actual and documented, remain at your expense 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 that you always communicate your withdrawal to us before delivery.

Exchange of Goods

An exchange is permitted once per order, with no additional cost on the product, provided that the original item is intact, sealed and returned in accordance with the return conditions indicated above. Request an exchange by email at ecommerce@vgcharme.com, specifying the new product desired (available in stock). The shipping costs for the return and for re-sending the new item may be borne by the customer.

Refunds

Once the returned product has been received and inspected:

• We will inform you of the outcome of the inspection;
• If the withdrawal is compliant, you will receive the refund within 14 days of the date on which we were informed of the withdrawal, via the original payment method. We may, however, withhold the refund until we have received the goods or you have provided proof of having shipped the return;
• The refund includes the price of the returned product(s) and the standard delivery costs originally incurred for the order. Any additional costs arising from your choice of a more expensive delivery method than the standard one offered are not refundable (Article 56 of the Consumer Code);
• In the event of partial withdrawal (return of only some items of the order), the original delivery costs are not refunded, since the shipment would have been due in any case for the retained items;
• The technical banking times for the refund to appear may vary.

If 14 days have passed since our confirmation of the eligibility of the withdrawal and you have not yet received the refund, 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 Consumer Code, lasting two years from 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 conformity restored by repair or replacement and, where these remedies are impossible or excessively burdensome, to a reduction in price or to termination of the contract.

Lacks of conformity that become apparent within one year of delivery are presumed to have existed as at that date, unless proven otherwise. The action to assert such defects is time-barred twenty-six months after delivery.

There is no obligation on the consumer to report the lack of conformity within a specific time limit (the previous obligation to report within two months of discovery was repealed by Legislative Decree No. 170/2021). We nonetheless invite you to report the defect to us, preferably in writing, to facilitate verification.

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

Have Questions?

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

Contact details:
Trade name: VG Charme
Legal name: VINICHENKO YEVGENIYA
Telephone: +39 366 252 4874
Email: ecommerce@vgcharme.com
Address: Via Giuseppe Zanardelli 20 – 25068 Sarezzo (BS)
VAT number: IT04353910989
REA (Economic and Administrative Index) number: BS – 607972

This policy complies with the Italian Consumer Code (Legislative Decree No. 206/2005, as amended by Legislative Decree No. 170/2021 and Legislative Decree No. 209/2025) and with Directive 2011/83/EU on consumer rights. Last updated: June 2026.