General Terms and Conditions for Online Dedicated Consulting Service

The offer and sale of the dedicated online consultation service (hereinafter, the “Service”) on our Ecommerce are governed by these general terms and conditions (hereinafter the “General Conditions”), which regulate the relationship between Skin First Cosmetics S.r.l., with registered office at Via Lorenzo Mascheroni, 14, Milan - 201445 (MI), certified email address skinfirstsrl@legalmail.it, VAT no. 11241570966, represented by the legal representative pro tempore Dr Maria Pia Priore, email skinfirstsrl@legalmail.it (hereinafter “Skin First”) and the Customer.

1. Definitions

The terms and expressions listed below have the meanings specified herein. It is understood that terms defined in the singular shall also be deemed defined in the plural and vice versa:
Consumer: any natural person acting on the E-commerce for purposes unrelated to any business, commercial, craft, or professional activity, aged 18 (eighteen) years or older.
Customer: any Consumer who purchases one or more Products through the E-commerce, in accordance with the General Conditions.
E-commerce: means the online store available at the URL through which the Service may be purchased.
Parties: means Skin First and the Customer jointly.
Service: the dedicated online consultation service through which the Customer, by booking an appointment in advance, will receive advice from an expert for the purpose of obtaining a dermocosmetic protocol.
Personal Area: means that part of the E-commerce, for the Customer's exclusive use, through which the Customer may access specific functions provided by Skin First, subject to authentication.
Website: means the following website:

2. Subject matter

The General Conditions govern the online sale of the Service by Skin First to the Customer.

The essential characteristics of the Service are illustrated in the dedicated product sheet provided on the Ecommerce. 

Skin First will do everything reasonably possible to ensure that reviews of the Service published by users on the Website are actually from Consumers who have purchased and used the Service. Reviews published on the Website may not be fully verified and/or may not fully reflect reality, including for technical reasons.

Skin First offers its Products for sale and conducts its online sales activity exclusively to Customers who are Consumers.

If the Customer is not a Consumer, they are requested to refrain from making any purchases through the E-commerce.

In accordance with its commercial policy, Skin First reserves the right not to process any order not placed by a Consumer or, in any case, orders that do not comply with its commercial policy, at its sole discretion.

Skin First reserves the right not to accept orders that appear unusual in relation to purchase frequency.

The Customer is expressly prohibited from reselling, renting, leasing, assigning in any capacity and for any commercial and/or professional purpose the Service purchased on the Ecommerce.

3. Completion of the purchase 

3.1 Registration: to purchase the Service provided through the E-commerce, it is possible to proceed either by registering or as a guest user. To register, the Customer must accurately complete and submit the relevant form using the tools made available from time to time, entering their personal details in the designated fields. The Customer warrants that the information and personal data provided during the registration procedure and at a later stage are complete and truthful. 

Registration will only become effective when the Customer receives the confirmation email and opens the link contained therein. At the end of this procedure, a Personal Area will be created for the Customer, where they may view their purchases, check their wishlist, and change their credentials. The registration credentials, as well as access to the Personal Area, shall be used exclusively by the Customer and shall never be transferred to third parties. The Customer undertakes to keep them confidential and to ensure that no one else can access them, also adopting all appropriate security measures to minimize the risk of any unauthorized, prohibited, or improper access to the Personal Area, promptly informing Skin First whenever they suspect improper use or unauthorized or prohibited access to the Personal Area.

3.2 Completion of the purchase: after registration, it will be possible to begin the purchase procedure. Before proceeding, the Customer must read the General Conditions, with particular attention to the withdrawal clauses, as well as print a hard copy and save a copy on a permanent storage device that allows the Customer to store the information addressed to them, access it in the future for an adequate period of time, and reproduce the stored data identically.

To purchase the Products on the E-commerce, the Customer must complete the electronic order form, select the day and time to book the appointment, and submit it to Skin First electronically, following the instructions provided on the E-commerce.

It is understood that Skin First will immediately indicate whether the date and time selected by the Customer are available. If the date and time selected by the Customer are not available, the Customer may not submit the order form before changing the day and date.

Before submitting the order form, the Customer must identify and correct any data entry errors, checking the chosen Product. If the data are not correct, they may be changed by clicking the "edit data" button. In any case, in order to better protect the Customer, Skin First will send them an email receipt of the purchase order with a summary of the information contained in the order form. The Customer must check that the documentation has been delivered, checking their spam folder if necessary.

The Customer must also check the final price before submitting the relevant order form, it being understood that the price applied to the Service will be the one displayed on the Website at the time the Customer places the order.

The contract for the purchase of the Service, with full application and effectiveness of the General Conditions, shall be deemed concluded when Skin First receives payment from the Customer, following electronic submission of the duly completed order form.

By submitting the order form and paying the amount due, the Customer confirms that they have understood the General Conditions, as well as any further information provided on the E-commerce.

Upon completion of the purchase under the General Conditions, Skin First will process the purchase order.

The language available for entering into the General Conditions is: Italian.

Occasionally, issues may arise related to consultant availability. In such circumstances, Skin First will promptly inform the Customer by email and offer them the possibility to select a new date and time.

4. Prices

The prices of the Service include VAT.
Product prices, including taxes and duties, are listed in the Product sheet.
The prices indicated in the product sheet are valid until the end of the purchase procedure.
If the price of the Service is discounted and the discount percentage and/or original price are displayed, this information will refer to the price normally applied on the Ecommerce.

5. Payment terms

The Customer may pay the amount due using the payment methods indicated on the E-commerce, including credit card, debit card, PayPal, Satispay, Google Pay, Apple Pay, Klarna, and prepaid cards. Credit cards from the following networks are accepted: VISA, MasterCard.
Skin First reserves the right to modify or add to the payment methods available to the Customer, it being understood that the payment methods available will be those listed on the E-commerce at the time the Customer submits the order.
In the event of payment by credit card, the price will be charged to the Customer once the credit card details have been verified and the charge has been authorized by the company issuing the credit card used by the Customer.
The credit card data sent during the order process are protected and transmitted directly to the bank handling the payment. Payment takes place directly on a secure server using SSL encryption key, to guarantee the absolute security of the transaction.
In the event of payment with PayPal/Satispay/Klarna, when the Customer submits the order, the web session will be transferred to the secure PayPal/Satispay/Klarna website. On that website, the Customer may complete payment of the amount due using their PayPal/Satispay/Klarna account and in accordance with the terms and conditions of the PayPal/Satispay/Klarna service, accepted at that time or previously. The amount will be charged to the Customer's PayPal/Satispay/Klarna account at the same time as the order confirmation is sent. Product prices cannot vary in any case depending on the payment method chosen.

6. Right of withdrawal

The Customer has the right to withdraw from the purchase contract under the General Conditions without providing any reason and without any penalty within 14 (fourteen) days from the day of purchase. The date of payment for the Service shall be the applicable date.

The right of withdrawal must be exercised by the Customer by sending Skin First a communication containing an express declaration of the intention to exercise the right of withdrawal from the purchase contract, as well as the relevant order number from which they intend to withdraw. This communication must be received at least 24 (twenty-four) working hours before the appointment.

To exercise the right of withdrawal, the Customer must send a registered letter with return receipt to the following address: 

Skin First Cosmetics S.r.l.
Via Lorenzo Mascheroni, 14
20145 - Milan (MI).

For the purpose of compliance with the above deadlines, it is sufficient for the Customer to send the communication within the indicated period.

The following information must be included in the communication:

• Customer's first and last name;
• Customer's address;
• Order number and purchase date;
• Description of the booked service, quantity, reason for cancellation, and amount paid.

If the Customer withdraws from the purchase contract under the General Conditions, all costs already paid to Skin First will be refunded without undue delay and in any case within 14 (fourteen) days from the day on which Skin First was informed of the withdrawal decision.

It is understood that once the service has been used, before the above term expires, the Customer

will lose the right of withdrawal. Likewise, if the Customer fails to attend the appointment at the time and on the day indicated during booking, they will lose the right of withdrawal.

7. Security measures

In order to ensure that the Customer's credit, debit, or charge card is not used without their consent, Skin First will validate the name, address, and other personal information provided during the order procedure against appropriate third-party databases, in accordance with Skin First's privacy policy. When carrying out these checks, the personal information provided by the Customer may be disclosed to a registered credit reference agency, which may keep a record of such information. This is done only to confirm the Customer's identity; no credit check is performed and the Customer's credit rating will not be affected.

If an order placed by the Customer is considered fraudulent or otherwise placed in breach of the General Conditions, the sale will be immediately cancelled and, if any amounts have already been charged to the Customer, they will be refunded within 14 (fourteen) working days from the relevant notice.

8. How the Service is provided

Following the booking and subsequent purchase by the customer of the "1:1 Video Consultation and Skincare Protocol" service, they will receive an appointment confirmation email containing the link they must use, on the day and at the time of the appointment, to connect for the video call with the Scientific Consultant. The video consultation will last 15 minutes, during which the Scientific Consultant may ask the customer questions in order to assess their skin needs and recommend the products and frequency of use deemed most suitable. During the video consultation, the Scientific Consultant will prepare a dermocosmetic protocol tailored to the customer's needs, which will be sent to the customer by email once the video call has ended. No further direct contact between the customer and the Scientific Consultant is предусмотрен.

The video consultation service is provided by Scientific Consultants (Pharmacists or Chemists) appointed by Skin First, with experience in the cosmetics field and full knowledge of the products sold on Skin First's E-commerce website.

If the video platform through which the online consultation is to be carried out does not function as expected, Skin First will take care to provide an alternative tool for managing the video call. If this solution is not feasible, Skin First will contact the customer to agree on an alternative solution between rescheduling the appointment or refunding the cost already paid by the customer.

If the Customer wishes to change the date and/or day of the appointment, they must notify Skin First no later than 24 (twenty-four) working hours before the appointment. In this case, the Customer will be given the opportunity to book a new appointment. It is understood that the Customer may change the date and/or time only once. 

In the event of unforeseen circumstances, the Customer must contact Skin First at the following email address servizioclienti@skinfirst.it. Following Skin First's assessment of the Customer's unforeseen circumstance, Skin First may provide a voucher equal to the value of the purchased consultation service. This discount code may be used to book another consultation on the Ecommerce.

8.1 Issuance of the €15 discount code:  At the end of the consultation, the Customer will be entitled to a discount code worth €15 valid on a minimum order of €80 (shipping costs excluded). This discount code may be used only once, on an order placed after the video consultation on the website www.skinfirstcosmetics.it. The code cannot be combined with other discount codes or active promotions and will apply to all products except: Moisturizing Lip Balm Stick, accessories, Kits, and Digital Gift Card. The discount code is valid until 31/12/2023.

The discount code will be sent by email to the email address provided by the customer when purchasing the video consultation.

9. Warnings regarding the dermocosmetic protocol

Following the consultation, the consultant will draw up and issue to the Customer a dermocosmetic protocol indicating the products to be used and how to use them. 

If the Customer is undergoing dermatological treatment, taking medication, or has diagnosed medical conditions, they are requested to contact their doctor to assess whether the use of the products listed in the dermocosmetic protocol may cause undesirable effects in relation to any ongoing treatments and/or diagnosed conditions.

10. Applicable law and competent court

The General Conditions and every purchase contract concluded between the Parties are governed by Italian law, without prejudice to any other mandatory overriding law in the Customer's country of residence.

In the event of a dispute arising from the interpretation and/or application of the General Conditions, the competent court shall be the Consumer's court, namely the court of the place of residence or domicile of the Customer, if located in Italian territory.

11. Alternative dispute resolution

Alternative dispute resolution is a process in which an independent body examines the facts of a dispute and seeks to resolve it, without the Customer having to go to court. If the Customer is not satisfied with how Skin First has handled a complaint, they may submit an online resolution complaint to the European Commission's online dispute resolution platform.

12. Complaints

For any complaint, Skin First may be contacted directly as follows:

• by completing and sending the form available at the following URL: https://www.skinfirstcosmetics.it/pages/contatti;

by email at the following address: servizioclienti@skinfirst.it.

13. Privacy

The Customer must review the privacy policy on the E-commerce in the Privacy Policy section.

14. Contacts

Customers may contact Skin First directly by writing to: servizioclienti@skinfirst.it or through the E-commerce by filling in the form available on the page: https://www.skinfirstcosmetics.it/pages/contatti.