Return and Refund Policy

Last updated: 19 April 2026

This Return and Refund Policy explains how returns, exchanges and refunds are handled when you purchase Proctonic from proctonic.net, operated by ProctoMed Italia SRL ("ProctoMed", "we", "us"). Our goal is to offer a clear and fair process while respecting hygiene and safety standards for cosmetic products.

1. General Information

Proctonic is a topical cream intended to help manage and relieve symptoms commonly associated with haemorrhoids, such as discomfort, itching or minor irritation. Individual experiences can vary, and we do not guarantee specific medical outcomes. Our return conditions are based on product integrity, consumer protection laws and good hygiene practices.

2. Right of Withdrawal (Cooling-Off Period)

2.1 Eligibility

If you are a consumer purchasing Proctonic for personal use, you may have the right to withdraw from the purchase contract within a specific period (usually 14 days from the date of delivery), in accordance with applicable consumer protection laws in your country.

The right of withdrawal generally applies only to unused and unopened products. Due to hygiene and health protection reasons, we cannot accept returns of products that have been opened, used or where the protective seal has been broken, unless the product is defective.

2.2 How to exercise your right of withdrawal

To exercise your right of withdrawal, you must notify us within the applicable cooling-off period. Please contact us at returns@proctonic.net and include:

• Your full name and contact details.
• Order number and date of purchase.
• Product(s) you wish to return.
• A clear statement that you wish to withdraw from the contract.

We will provide you with instructions on how and where to send back the product.

3. Conditions for Returns

3.1 Product condition

To qualify for a return (except where the product is defective), the following conditions must be met:

• The product must be unopened and in its original packaging.
• The security seal, if any, must be intact.
• The product must be in the same condition in which you received it and suitable for resale.
• The return request must be made within the applicable timeframe.

3.2 Non-returnable items

We may not be able to accept returns in the following cases, except where required by law:

• Products that have been opened, used or damaged by the customer.
• Products returned after the return period has expired.
• Products not purchased directly from proctonic.net (for such purchases, please contact the original seller).

4. Defective or Damaged Products

4.1 Reporting a problem

If you receive a product that appears defective, damaged or incorrect, please contact us as soon as possible at support@proctonic.net. To help us assess the situation quickly, please provide:

• Your order number and contact details.
• A description of the issue.
• Clear photos of the product, packaging and any visible damage, if available.

4.2 Evaluation and solution

We will review your request and may ask you to return the product for inspection. If the product is confirmed to be defective or damaged, we will, at our discretion and in line with applicable law:

• Offer a replacement product, or
• Provide a full or partial refund, including reasonable return shipping costs where applicable.

We do not provide compensation for issues arising from misuse, failure to follow the instructions for use, or storage conditions outside our recommendations.

5. Return Process

5.1 Requesting a return authorisation

Before sending any product back to us, you must contact our customer service at returns@proctonic.net to obtain return instructions. Unauthorised returns may be refused or processed with delays.

5.2 Shipping the product back

Unless the return is due to our error or a defective product, you are responsible for the cost of returning the product to us. We recommend:

• Using a trackable shipping service.
• Keeping proof of postage until your return has been processed.
• Packaging the product carefully to prevent damage during transit.

We are not responsible for products lost or damaged during return shipment if you organise the shipping yourself.

6. Refunds

6.1 Amount of refund

When a refund is approved, we will usually refund the amount you paid for the returned product, excluding any additional delivery costs for express or non-standard shipping options, unless otherwise required by law.

If the returned product shows signs of use, damage or improper handling that reduces its value, we may deduct a reasonable amount from your refund, as permitted by applicable regulations.

6.2 Refund method and timing

Refunds are made using the same payment method you used for the original purchase, unless we have expressly agreed otherwise with you. Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Processing times for refunds may vary depending on your bank or payment provider. Generally, you should allow several business days from the date we confirm the refund for the funds to appear in your account.

7. Exchanges

In some cases, and subject to stock availability, we may offer to exchange a returned unopened product for the same item. Please contact us at support@proctonic.net to discuss your situation. We do not usually exchange an opened or used product, unless there is a confirmed defect.

8. Individual Results and Product Expectations

Proctonic is designed as a supportive cream to help manage and ease the discomfort commonly associated with haemorrhoids. Each person’s situation is different, and factors such as lifestyle, diet and general health can influence how you experience the product. While many users may find relief, we do not promise specific medical results. Dissatisfaction with the perceived effect of the product, where the product is otherwise in good condition, does not automatically entitle you to a refund. However, you may still exercise your legal right of withdrawal for unopened products, as described above.

9. Purchases from Third-Party Sellers

This Return and Refund Policy applies only to purchases made directly through proctonic.net. If you purchased Proctonic from another website, pharmacy or retailer, their own return and refund policies will apply. Please contact the original seller for assistance.

10. How to Contact Us About Returns

If you have any questions about this Policy or need help with a return, please contact us:

Email for returns: returns@proctonic.net
General support: support@proctonic.net
Website: proctonic.net

11. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our practices, our product range or legal requirements. The updated version will be indicated by the "Last updated" date at the top of this page and will be effective as soon as it is published on our Website. We encourage you to review this Policy periodically before making new purchases.