Acceptance of our terms and conditions: By using this website and ordering products from it, you declare that you have read and agree to these terms and conditions.
Statutory Rights: Please note, the following Terms and Conditions do not affect your statutory rights as a consumer. The following terms and conditions comply with the Italian Consumers Law (DL 206/2005 and further modifications).
Pricing: All prices on this website are displayed in Euros and are valid for the single order placed. Prices however may change over time without any prior notice. Any temporary price reduction (e.g. promotions) does not entitle the customer to obtain any refund for products previously purchased at full price, nor entitles the customer to have that previous order cancelled.
VAT rate applied: From July 1st, 2021 the new VAT e-commerce package has come into force, meaning that the VAT rate applied at checkout will coincide with the VAT rate of the EU country of destination of the order. For VAT registered individuals and businesses, and for non EU based subjects, a 0% VAT rate will be applied as usual.
Making a Purchase: Making a purchase could not be easier. Just browse our shop, and click on any items that you wish to buy and put them into your shopping basket. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to satisfy the order.
We accept credit/debit card payments from Visa, Visa Electron, Visa Delta, MasterCard, Maestro, Solo, Switch and American Express. Please do not send credit card details by E-Mail, telephone, fax or post as these details will not be processed.
Online Security: Hermitage Oils understands you may have concerns about using your credit card or debit card to make purchases online. We pledge to keep this information secure by using the latest payment systems and technology. Hermitage Oils works with Stripe to provide you with the safest means available today of making online credit/debit card payments. Hermitage Oils never accesses your credit card information as this is handled by the bank that manages the transaction. No such information will be therefore stored in our data bank. Likewise Hermitage Oils will never be liable for any fraudulent use of credit cards for making purchases on our website.
Hermitage Oils reserves the right to request further information whenever there will be a reasonable suspicion on the legitimacy of use of a credit card (e.g. proof of identity). Should the customer be unable to provide proof of ownership of the card used for payment, the order might be cancelled.
In particular if the shipping address of an order will not match with the card holder’s registered address, we might get in touch in order to confirm the legitimacy of the order and the cardholder’s actual willingness to proceed with the order. Once we have received such confirmation, the customer will no longer be able to claim to have been unaware of the transaction and request a chargeback via his or her bank.
Order Confirmation: When you place your order you will always receive an order confirmation from us via E-Mail. If you don’t receive confirmation within 2 hours then please contact our support team at firstname.lastname@example.org and we will investigate this for you straightaway.
Cancelling an order: If you request to have your order cancelled or if we cannot accept it for whatever reason, we will proceed to refund it straightaway. Orders cancelled or refunded prior to handling and shipping will not be subject to any cancellation fee. The time to have the money made again available to you, however, will depend exclusively on your bank and could take upto a maximum of 24 days. Once the order has been cancelled by us, we cannot be held accountable for any direct or indirect damages deriving from the bank’s delay to make the funds available again.
Processing an order: If all the products purchased are immediately available in our warehouse the order will be normally updated to “processing” by the following working day. Should a product be missing, the order will be processed after we have received it if from our suppliers.
Should a specific product be unavailable in the size ordered by the customer, Hermitage Oils reserves the right to send the product in a bigger size or in multiple sizes that equate to or exceed the amount purchased by the customer (e.g. sending 5x 10ml bottles or 2x 30ml bottles should the 50ml size be out of stock) at no further costs for the customer. We cannot part-ship orders. We cannot be held liable for any delay in processing the order or the delivery once the parcel is with the courier.
If the missing product cannot be quickly obtained through our suppliers we will get in touch proposing to either refund the amount paid for the product or to substitute it with any other product chosen by the customer. Should the customer opt for getting a different product as replacement, then any price discrepancy with the original order amount will be either refunded by us or paid by the customer.
Shipping and delivery: Please note it is your responsibility to make sure that the shipping address and all contact details provided at the time of order are correct. If your goods are returned to Hermitage Oils, due to insufficient or incorrect address details being supplied by yourself, or due to not communicating with us when requested in order to facilitate the delivery, or in case of failure to collect the parcel after 3 working days (if your parcel has been stored in a courier storage facility after failed delivery attempts), then the person who has made the purchase will be liable to pay for the return costs in full and issued to us by the courier for the non-delivery of the parcel. Plus, the person who has paid for the order will also lose the initial shipping costs paid to Hermitage Oils at the time of purchase. We also reserve the right to issue a penalty fee of 3.5% of the remaining money to be refunded in order to cover handling and card processing costs. If the costs incurred for the return of an undelivered parcel should exceed the total amount of the initial order, then the customer will not be refunded and will be liable to paying the outstanding money to Hermitage Oils in full within 7 working days. In such instances Hermitage Oils will issue an invoice for the outstanding monies owed by the person who has placed the order. Moreover, Hermitage Oils reserves the right to refuse future sales from customers with a repeated history of parcels returned and refunded for one of the reasons listed on this paragraph or due to the customer’s unwillingness to pay for the outstanding monies owed where applicable. In this case orders received will be immediately cancelled and refunded prior to handling and shipping.
Please note it is a breach of our conditions to ask for the goods to be delivered to an address other than that of the cardholders or an agreed delivery address stated on the order. It is also a breach of our conditions to deliberately allow a signature for delivery by a person not known and trusted by the cardholder. If goods are delivered to the given address and signed for on behalf of the cardholder, then the cardholder will be liable for payment of the goods in full.
Upon reception of the parcel, the recipient will also have to check that the parcel is not damaged or wet and that the branded tape is still intact. In the event of a visibly damaged parcel the recipient will have to point out the damage in writing when signing for the receipt of the parcel.
Should there be missing or wrong items within the parcel, or broken items, the recipient or the person who has made the purchase will have to email us at email@example.com within 8 days from delivery date, attaching a photo of the broken item. We will then give the customer the choice of immediately getting refunded for the item missing/broken or request to be issued with a credit to be used against future purchases. We will be unable to assist with any claim sent after 8 days from the delivery date.
Re-Delivery Of Your Parcel: If your goods are returned to Hermitage Oils, due to insufficient address details being supplied by yourself and you wish to have the parcel re-delivered, then you will be liable to pay for the re-delivery costs.
Right of withdrawal: Should you wish to return the products you purchased from us you are allowed to do so in accordance with the Italian Consumer Protection Law on the Right of Withdrawal (DL 206/2005 “Consumer Law” Section IV artt. 64 – 67 and further modifications). Please note that you can exercise the right of withdrawal within 14 days from the delivery of the products, so long as the products are returned perfectly intact and unused. IMPORTANT: Shouldn’t this condition be fully met the right of withdrawal will completely cease and no refund will be possible.
Before returning the products to us you will have to inform us in writing of the intention to withdraw from your purchase, and then ship to: Hermitage Oils, Località Petrognano 14, 52100 Arezzo (AR), Italy.
According to the applicable law, the shipping of the products back to us is entirely at your cost. Also, you are liable for any damage, theft or loss of the products as they travel back to our facility. Should we receive the goods damaged we will promptly inform you within 3 days so that you can claim the money back from your courier (if the parcel was insured).
If the products will have been satisfactorily returned to us then we will promptly refund the customer in full, on the same card initially used for the payment.
Import Taxes: Hermitage Oils does not collect any import taxes and or duties that governments might impose on products shipped to that country. Goods cannot be returned for a full refund due to your unwillingness to pay any import taxes or fees charged by your local government. You are advised to make any appropriate arrangements. Contact your local Customs & Excise officer, or visit their web-site.
Products life span: Our products will last until their expiry date if correctly stored. The expiry date refers to the sealed product, stored in a dry and cool place, away from heat and direct light.
Liability: Despite their quality, all of our products are of a highly concentrated nature and are therefore to be strictly intended for perfumery and aromatherapy use only. Hermitage Oils strongly discourages internal consumption of the products, which are not intended to be used as foods in any capacity.
Hermitage Oils accepts no liability for any harm or damage caused to people, pets or goods by the improper use of the products sold on this site, or any negative consequences experienced from use of the information on this site. If you use this site you are accepting full liability and are indemnifying.
Photographic images: All photos and images on this website have the sole purpose to evoke the raw materials from which the products offered are obtained, their place of origin or their scent.
Copyright: All the contents of this website are protected by the Italian Copyright Law (Law of 22 April 1941 n.633 and further modifications, Royal Decree n.929 of 21 June 1942 and further modifications). It is forbidden to copy this website’s contents without our prior written consent. For more information on Copyright concerning the use of this site please refer to our Terms of Website Use Page.
Customer Services/Complaints: Please note all correspondence will be treated in the strictest confidence. Any complaint or general service query will be dealt with promptly, the following are our target guidelines. (1) We will acknowledge email correspondence within 1 working day. (2) We will aim to resolve all issues within 2 working days, from initial date of communication. (3) We will keep you fully informed during this process.
Applicable Law: The use of our website and the purchase of our products shall be governed by the Italian law and are subject to the exclusive jurisdiction of the Italian courts.
ODR Platform: The European Commission has launched a new platform to help EU consumers and traders solve online disputes over a purchase made online. The Online Dispute Resolution (ODR) platform offers a single point of entry that allows EU consumers and traders to settle their disputes for both domestic and cross-border online purchases. The ODR platform is accessible at this link: https://webgate.ec.europa.eu/odr.
Hermitage Oils Trading Address: Hermitage Oils SRL, Località Petrognano 14, 52100 Arezzo (AR), Italia. Partita IVA: 02405490513