Return & Refund Policy

Last updated: 21 April 2026

This Return & Refund Policy explains how returns, refunds and order cancellations are handled for purchases made on proctowell.net. We want your experience with Proctowell and Liguria Pharma Care SRL to be clear and fair. Please read this policy carefully before placing an order.

1. General Information

Proctowell is a dermato-cosmetic gel with a cooling effect, created for local care of hemorrhoids and to support fast relief of anal discomfort. For hygiene, safety and product integrity reasons, returns of opened or used cosmetic products are strictly limited. This policy does not restrict any mandatory rights you may have under applicable consumer protection laws.

2. Right of Withdrawal (for Consumers)

2.1 Cooling-off period

If you are a consumer purchasing as a natural person for private purposes, you may have the right to withdraw from the contract within a certain period (cooling-off period) under applicable law. Where such right applies, you usually have 14 days from the day you receive the goods to notify us that you wish to withdraw.

2.2 Exclusions for sealed health and cosmetic products

Please note that the right of withdrawal may not apply to goods that are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery. This typically includes opened cosmetic and dermato-cosmetic products. For this reason, only unopened, unused and sealed Proctowell products can usually be returned, unless otherwise required by mandatory law.

2.3 How to exercise your right of withdrawal

To exercise your right of withdrawal (where available), you must inform us of your decision to withdraw from the contract within the applicable period. You can do this by:

Sending an email to: [email protected]

Please include the following information:

Your full name and contact details
Order number and date
Products you wish to return
Proof of purchase (such as invoice or order confirmation)

We will acknowledge your request and provide instructions for returning the products, if the withdrawal is applicable in your case.

3. Conditions for Returns

Unless otherwise required by law, returns are accepted under the following conditions:

Products must be returned within 14 days from the date you informed us of your decision to withdraw.
Products must be in their original, unopened, and sealed packaging, unused and in a resalable condition.
The original invoice or proof of purchase must be included in the return package.

We recommend that you pack the items securely to avoid damage during transport. You are responsible for the condition of the products until they reach us.

4. Return Shipping Costs

Unless the product is faulty, damaged on arrival, or we made an error in processing your order, you are usually responsible for the cost of returning the goods. Return shipping costs are non-refundable, unless otherwise stated by mandatory law or by our explicit written agreement.

We recommend using a trackable shipping service and keeping the receipt as proof of return shipment.

5. Damaged, Defective or Incorrect Products

We carefully check our products and packaging before shipping. However, if you receive:

A damaged product
A product with an apparent manufacturing defect
An incorrect product (different from your order)

please contact us as soon as possible, ideally within 48 hours of receiving the package.

To help us resolve the issue quickly, please provide:

Your order number
A description of the problem
Clear photos of the product, packaging and any visible damage or defect

After assessing the situation, we will inform you of the available solutions, which may include a replacement, partial refund, full refund, or other appropriate remedy, in line with applicable consumer law.

6. Refund Process

6.1 Inspection of returned items

Once we receive your return, we will inspect the items to verify that they meet the return conditions described in this policy. If the return is approved, we will process your refund.

6.2 Method and timing of refund

Refunds are typically issued using the same payment method you used for the original transaction, unless we explicitly agree otherwise with you. We aim to process approved refunds within 14 days from the date we receive the returned goods or, in the case of withdrawal before return, from the date we are informed of your decision, subject to having received the goods or proof of shipment.

Please note that the time for the refund to appear in your account may vary depending on your bank or payment provider.

6.3 Non-refundable amounts

Unless the return is due to our error or a defective product:

Initial shipping costs may not be refundable.
Return shipping costs are usually borne by you.
We may deduct an amount for any loss in value of the products if they were handled beyond what is necessary to establish their nature, characteristics and functioning, as allowed by law.

7. Order Cancellations

If you wish to cancel an order before it has been shipped, please contact us immediately at [email protected] and include your order number.

If the order has not yet been processed or shipped, we will try to cancel it and issue a full refund.
If the order has already been shipped, it may not be possible to cancel. In that case, you may need to follow the standard return procedure where applicable.

8. Product Use and Individual Response

Proctowell is a dermato-cosmetic gel with a refreshing effect, designed for local care in the anal area. Individual response to cosmetic and dermato-cosmetic products can vary and depends on many personal factors. We do not guarantee specific medical results. Dissatisfaction with the subjective effect of the product, in the absence of defect, does not usually qualify as a product fault under this policy, but you may still have statutory rights under applicable law.

9. How to Contact Us About Returns

If you have questions about this policy or need assistance with a return, refund, or cancellation, please contact us:

Email: [email protected]
Website: https://proctowell.net

10. Changes to This Policy

We may update this Return & Refund Policy from time to time, for example to reflect changes in our practices or in legal requirements. The updated version will be posted on this page with a revised "Last updated" date. We encourage you to review this page before each purchase.

This policy is intended to complement, and not to limit, any mandatory consumer rights provided by applicable law in your country.