Public FAQ, aligned with the existing policies, easy to publish and use in customer interactions. The Terms, shipping, return, refund, legal guarantee, reviews, privacy, cookies, accessibility and complaints policies already drafted for YoutH20.eu.
• It contains questions and answers written in a clear, commercial and legally prudent style.
• The texts are designed for consumers and should remain consistent with the policies published on the website and with the actual checkout flow.
• Where the FAQ says "where available", publication on the site must reflect exactly the settings and methods actually offered at checkout.
• For cosmetic products, the packaging, ingredient list, warnings and instructions for use prevail in case of any difference from the description shown on the site.
• Main FAQ on the Help Center / FAQ page.
• Mini FAQ on the product page: delivery, returns, authenticity, use, ingredients, safety.
• Mini FAQ in cart / checkout: payment, shipping cost, promo code, invoice, returns.
• Mini FAQ in the customer account / post-order area: tracking, address changes, cancellation, returns, complaints.
A. About YoutH20.eu and ordering
Who is YoutH20.eu?
YoutH20.eu is the online store operated by LCA-RETAIL S.R.L., through which we sell skincare, body care, hair care,perfumes, beauty accessories and, where applicable, non-electric beauty tools.
Can I place an order without creating anaccount?
Yes. Orders can also be placed as a guest,without creating an account. If you choose to create an account, it may helpyou track your orders and order history more easily.
When is the sales contract considered concluded?
The contract is considered concluded when wesend you the order confirmation on a durable medium, usually by email. The automatic acknowledgement of receipt of the order does not, by itself, amountto final acceptance of the order.
Can I order as a company as well?
Yes, in some situations professionals / legalentities may also place orders. However, the special rights granted by law toconsumers, including the right of withdrawal, apply only to consumers, exceptwhere the law provides otherwise.
How do I know that pressing the final buttonimplies an obligation to pay?
Before the order is completed, the final checkout button is labelled in a way that makes it clear that placing the orderimplies an obligation to pay.
What information do I see before I completethe order?
Before you place the order, you are shown themain characteristics of the products, the total price, delivery costs,available payment methods and the other pre-contractual information required bylaw.
Can I cancel the order after placing it?
As a rule, an order can be cancelled until theparcel is handed over to the courier. After shipment, the rules on withdrawal,returns, non-delivery and refunds apply.
Can you refuse or block an order?
Yes, in justified cases. We may hold, verify,refuse or cancel an order if the information provided appears inaccurate,payment verification fails or there is a reasonable suspicion of fraud. Ifpayment has already been collected for a cancelled order, the refund isprocessed in accordance with the law.
Why might I be asked for additionalinformation after placing the order?
In some cases, additional checks may berequired regarding the customer's identity, delivery address, payment, fraudrisk or the need to clarify certain operational details before dispatch.
Can I change the order details after placingthe order?
If you contact us quickly, we will makereasonable efforts to help. However, once an order enters advanced processingor has been handed over to the courier, changes may no longer be possible.
B. Products, authenticity, informationand use

Are the products original?

YoutH20.eu offers products intended to be
lawfully placed on the EU market. For cosmetic and other regulated products,
the mandatory information, batch details, warnings and relevant instructions
are those shown on the product and/or its packaging.

Does the website description prevail over
the packaging?

No. If there is a difference between the
website text and the mandatory information on the label or packaging, the
label, ingredient list, warnings and instructions for use on the product
prevail.

Can the packaging differ from the photos on
the website?

Yes. Depending on the batch, reformulation,
packaging update or changes communicated by the manufacturer, the packaging may
reasonably differ from the presentation images.

How do I choose the right product for my
skin or hair type?

We recommend reading the product description,
directions for use, ingredient list and any warnings carefully. If you have
sensitivities, known allergies or dermatological conditions, it is prudent to
also seek advice from a specialist.

Do your products guarantee results?

No. Except where a specific claim is lawfully
stated and substantiated, the descriptions on the website do not constitute
medical advice and do not guarantee individual results.

Can I use the product if I am pregnant or
breastfeeding?

In such situations, we recommend checking the
label, ingredient list and, where appropriate, consulting a doctor or
pharmacist. We do not provide individualized medical advice.

How can I check a product's ingredients?

Ingredients are indicated based on the
information available for the product. For your final decision, always check
the INCI list on the packaging of the product you receive.

What should I do if I am not sure whether a
product suits me?

Before full use, you may perform a tolerance
test on a small area, if the nature of the product allows it and unless the
manufacturer indicates otherwise. Follow the directions for use and warnings on
the packaging.

Do you also sell products for professional
use?

Depending on the assortment, certain products
may also be intended for professionals. We recommend carefully checking the
product description and the manufacturer's instructions before use.

Can I request additional information about
the batch, warnings or the EU responsible person?

Where the law requires it, the online offer
and product page display the relevant safety information and the relevant
economic operators. For additional clarifications, you may write to us.

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