This notice concerns distance purchases made by consumers through the EL SPA e-commerce service, operated by DREAMLAND SOCIETA' A RESPONSABILITA' LIMITATA.
1. Time limit for exercising the right of withdrawal
| Type of contract | Ordinary start of the withdrawal period |
|---|---|
| Physical goods (e.g. beauty products) | 14 days from the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods; where several goods are delivered separately, according to the rules of the Italian Consumer Code. |
| Services / treatments / vouchers not yet used | 14 days from conclusion of the contract, subject to the exceptions provided by law. |
The right of withdrawal may be exercised without giving any reason. It is sufficient for the communication to be sent before the applicable deadline expires.
2. How to exercise the right of withdrawal
The consumer may exercise the right of withdrawal by means of an explicit statement or by using the model form set out in the second part of this document.
- E-mail: mail@elspa.it
- Post / hand delivery: DREAMLAND SOCIETA' A RESPONSABILITA' LIMITATA, Via Plinio 15/C, 00193 Rome (RM), Italy
- Online function: for purchases concluded through an online interface, where the right of withdrawal applies, the website provides a function clearly identified as 'Withdraw from the contract here' (page /recesso/).
Where withdrawal is submitted through the online function, EL SPA sends, without undue delay, an acknowledgement of receipt on a durable medium containing the content of the declaration and the date and time of transmission, in accordance with Article 54-bis of the Italian Consumer Code.
3. Effects of withdrawal and refunds
Where withdrawal is validly exercised, EL SPA reimburses the payments received for the relevant contract without undue delay and in any event within the time limits provided by law, generally using the same means of payment used for the purchase, unless otherwise agreed and provided that the consumer incurs no costs as a result.
For physical goods, in the cases permitted by law, EL SPA may withhold reimbursement until the goods are received or until the consumer provides evidence that they have sent the goods back, whichever occurs first. Where the consumer withdraws from the entire order, the standard delivery costs originally paid are also reimbursed within the limits provided by law; any additional costs arising from the consumer’s choice of a more expensive delivery method than the least expensive standard method are not reimbursed.
4. Return of beauty products
Products subject to withdrawal must be returned to Via Plinio 15/C, 00193 Rome (RM), Italy without undue delay and in any event within the statutory period from notification of withdrawal. The direct cost of return is borne by the consumer, unless otherwise agreed or required by law.
The consumer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
5. Exceptions and loss of the right of withdrawal
The right of withdrawal does not apply in the cases provided by Article 59 of the Italian Consumer Code. In particular, for EL SPA’s offering, the following may be relevant where the statutory conditions are actually met:
- sealed goods that are not suitable for return for reasons of hygiene or health protection and have been unsealed after delivery;
- services fully performed where performance began with the consumer’s prior express consent and acknowledgement that the right of withdrawal would be lost once the contract had been fully performed, in the cases provided by law;
- services relating to leisure activities where the contract provides for a specific date or period of performance, where the exception applies to the specific case;
- goods made to the consumer’s specifications or clearly personalised, where present in the offering and within the limits provided by law.
The mere inclusion of the recipient’s name on a voucher is not used by EL SPA to automatically exclude the right of withdrawal: any exclusion is assessed solely on the basis of the statutory conditions applicable to the specific contract.
6. Services begun during the withdrawal period
If the consumer expressly requests that performance of a service begin during the withdrawal period and subsequently withdraws before the service has been fully performed, the consumer may be required to pay an amount proportionate to what has actually been provided up to the time of withdrawal, in the cases provided by law.
7. Vouchers
Where withdrawal from a voucher purchase is validly exercised, the voucher is cancelled and may no longer be used. If the voucher or service has already been used in whole or in part, or where a statutory exception applies, the right of withdrawal may be excluded or limited in accordance with applicable law.
8. Complaints and ADR
For information or disputes, EL SPA may be contacted at mail@elspa.it. The consumer remains entitled to use the alternative dispute resolution (ADR) mechanisms provided by Articles 141 et seq. of the Italian Consumer Code and to bring proceedings before the competent court.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. You may also use any other clear statement.)
To: DREAMLAND SOCIETA' A RESPONSABILITA' LIMITATA - Via Plinio 15/C, 00193 Rome (RM), Italy - e-mail mail@elspa.it
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods / for the provision of the following services (*):
Order / voucher no.: ______________________________________________
Description of goods/service: ______________________________________
Ordered on (*) / received on (*): __________________________________
Name of consumer(s): ______________________________________________
Address of consumer(s): ___________________________________________
E-mail for confirmation: ___________________________________________
Date: _____________________________________________________________
Signature of consumer(s) (only if this form is notified on paper):
__________________________________________________________________
(*) Delete as appropriate.
Main references: Articles 49, 52-59 and 54-bis of Legislative Decree No. 206/2005 (Italian Consumer Code), as amended by Legislative Decree No. 209 of 31 December 2025.