Terms and Conditions

We pride ourselves on cold-extracting the key essences of all our products from the plants really rooted and grown in Sardinia and on selling and delivering our finished products directly to your home. To ensure you the best shopping experience, we explain how all this works: from website contents and customers’ orders to payments and delivery, our General Terms and Conditions are hereafter detailed.

1. The Website and the Company
These General Terms and Conditions (hereinafter also the “Terms and Conditions”) regulate the use of the e-commerce website www.key-essence.com (hereinafter also the “Website”) and the purchase of products through the Website by Users also qualified as “Customers” as set under the following provisions. The Owner of the Website and Seller is Key Essence Srl (hereinafter, also “Key Essence”), a company registered in Italy under the Business Registry number of Cagliari, VAT number and TAX code IT03620660922 and with registered office at Via Speranza 8, 09010, Santadi, Cagliari, Sardinia (Italy).

Our Customer Care can be contacted via e-mail at we@key-essence.com .

2. Acceptance of the Terms and Conditions
All purchases of products made through the Website (hereinafter, the "Purchase Agreements") by users who access the Website (hereinafter, the "Customers") are regulated by these Terms and Conditions. Prior to completing any Purchase Agreements, the Customer is therefore required to carefully read and accept these Terms and Conditions. As detailed under the following provisions, by placing a Purchase Order the Customer fully agrees and undertakes to comply with these Terms and Conditions.

Key Essence may amend these Terms and Conditions at any time and without prior notice to Website users and/or Customers. The Terms and Conditions published on the Website regulate the Purchase Agreements placed at that time and any amendments will be effective from their publication on the Website and will apply to the Purchases Agreements made from that date of publication. The Terms and Conditions are published in Italian and other languages. The Italian version shall prevail over any other language texts in case of any inconsistency or discrepancy. A copy of these Terms and Conditions will be provided via e-mail to the Customer with each Order confirmation, also by providing a link to the dedicated webpage.

3. Products
The Website sells products exclusively under the Key Essence brand (hereinafter, the “Products”). All the Products on sale are detailed on the Website, under their dedicated sections and/or pages. The products’ images on the Website, where available, are only for reference, and are usually in the form of a graphic representation and/or approximation and/or picture of the Products themselves, with the sole purpose to show them for sale, without any duty and/or liability on Key Essence regarding the exact match of the image on the Website with the actual Products; this applies also to the actual sizes and/or colors of the Products and/or their packaging. In case of a difference between the products’ images and the written product specifications, the latter will always prevail.

4. Purchase Order, Order Confirmation and Purchase Agreement
The Products’ presentation on the Website constitutes a simple invitation to the Customer to make a Purchase Order and is not binding for the Seller. The Purchase Order placed and sent by the Customer to the Seller through the Website constitutes a contractual offer and is regulated by these Terms and Conditions, which are an integral part of the same Purchase Order, the Customer shall accept without any objection in transmitting the Purchase Order to the Seller. Particularly, before sending the Purchase Order the Customer will be asked to carefully read and fully agree to these Terms and Conditions including the Policy on Returns and Refunds with the Right of Withdrawal, with the possibility to copy, paste and save a copy of them for personal Customer record.

The Purchase Order is accepted by the Seller and the Purchase Agreement is stipulated between the Customer and the Seller, only with the transmission by the Seller of an Order confirmation via email to the Customer e-mail address reported by the latter in placing the Purchase Order. The Order confirmation will include, also through a link to a dedicated webpage, the text of these Terms and Conditions as well as the Customer information, billing and delivery address, summary of the ordered Products, costs and any other conditions the Customer is fully responsible to check for any errors to be reported immediately to Key Essence at we@key-essence.com.  The Customer Purchase order, the Seller Order confirmation, the applicable Terms and Conditions and the resulting Purchase Agreement will be filed electronically by the Seller in its systems according to the Italian Statutory rules. The Customer may request a copy of these documents by sending a request to the Seller via email at we@key-essence.com

To place a Purchase Order, the Customer will have to add the Products to the “Shopping bag”, check them and once fine with its contents, click on the "Proceed to checkout" button to continue and complete the Purchase Order procedure. After providing his/her personal information, including billing address, delivery address and payment preferences, read and accepted these Terms and Conditions, the total amount due, including any possible shipment costs, the Customer will be able to place the Purchase Order by clicking the payment option button. Should the Customer need then to change the order, he/she will have to write to we@key-essence.com by reporting at least the ID code of the Purchase Order with the change request.

Customers may register themselves on the Seller systems by completing the registration form available on the Website. The registered status, allows the Customer to check the status of his/her order as well as to get information and opportunities in connection with the Seller promotions and/or initiatives always in compliance with applicable personal data requirements.

Key Essence shall be free to accept or refuse any Purchase Order sent by a Customer at its own discretion, without the Customer being able to lay claims or rights of any sort, in any capacity, even compensatory, in the event of non-acceptance of the Purchase Order by Key Essence. In particular, Key Essence reserves itself the right to not accept Purchase Orders and/or to cancel Purchase Orders if any anomaly and/or error in connection with the Purchase Order transaction are found and/or a risk exceeding Key Essence risk profile is not accepted. Occasionally, some Products may be unavailable and if nevertheless selected through the Purchase Order Key Essence will inform shortly the Customer for the unavailability of those Products. If the payment was completed, a full refund for cancelled Purchase Orders or unavailable products will be shortly processed by Key Essence while the other accepted Products, also included within the same Purchase Order, will be normally processed and charged.

5. Price, VAT, Shipping Costs and other possible further charges
All Products’ prices are clearly stated in euro (€) on the Website and include VAT at 22% or 4%, depending on the type of the goods. If any, shipping costs are separately displayed. The cost for each shipment may vary, depending on the final destination and/or total amount and/or special offer. The prices and/or other special offers are subject to changes without prior notice. Before completing the Purchase Order, the Customer should always check the total amount with the details.

Should the Products be delivered in a Country outside the European Union, the total amount reported in the Purchase Order and confirmed with the Order confirmation does not include potential customs fee and any other taxes, fees, levies or other charges on sales that the Customer agrees since now to pay if due according to the statutory requirements of the country where the products will be delivered. The Customer is invited to obtain information on his/her own regarding potential customs fees and/or other possible additional taxes on purchases and/or on any other applicable import regulation requirements and particularly restrictions which may affect the receipt of the Customer order.

The Customer and/or the recipient stated by the Customer on the Purchase Order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU.

6. Invoicing and Payment terms
Key Essence shall issue and make available on the Website to the Customer an invoice for the purchased Products after the Products are passed to the courier for shipping. When issuing the invoice, Key Essence relies on the information provided by the Customer through the Purchase Order. Once the invoice is issued it will not be possible to make any changes to this document.

The Customer may pay the Products via PayPal, an eBay group company, which is a quick and secure payment system. Once the Purchase Order is completed on the Website, the Customer will be re-directed to the PayPal website where the payments are processed without any collection of sensitive financial data by Key Essence. PayPal will send a confirming e-mail for each transaction carried out and an authorization request will be sent to check the funds availability, without debiting any amount to the Customer. The amount of the Purchase Order is debited on Customer PayPal account and/or credit/debit card only when the Purchase Order is confirmed and/or the purchased products are passed to the courier for the shipment. In case the Purchase Order is cancelled, if the amount has been charged in any way, it will be refunded immediately through PayPal procedures by Key Essence.

7. Shipping
Key Essence agrees to deliver the Products without undue delay and in any case within 30 days from the stipulation of the Purchase Agreement. Products are delivered by way of courier, and delivery times vary depending on the place of destination. In any event, the delivery dates reported with the Purchase Order placement and/or on other pages/sections of the Website are only for reference and not binding for the Seller. Key Essence ships to all countries reported on the Website, and delivery is made without an appointment. Key Essence will not be liable in any way towards the Customer for any delays in fulfilling the order or in delivering the Products listed in the Purchase Agreement due to circumstances beyond the reasonable control of Key Essence.

The ordered Products will be sent to the delivery address reported by the Customer with the Purchase Order. Once Key Essence has turned over the products to the courier, the Customer will receive an e-mail confirming the shipment.
Delivery terms and conditions may vary. Deliveries are made from Monday to Friday, during normal business hours, except on national holidays, according to the terms and conditions set forth by the courier engaged by Key Essence. The delivery is deemed to have been completed when the Products are made available to the Customer at the address reported on the Purchase Order. Depending on the engaged courier, if the Products cannot be delivered due to absence of the recipient at the specified address, the courier will:

  • leave a delivery card and the shipment will be available to pick up from the courier office for approximately ten (10) working days. After this period, the products will be returned to Key Essence.
  • attempt to contact the Customer to reschedule the delivery. If no contact can be made, the courier will attempt to redeliver and, if this is unsuccessful due to absence of the recipient, the courier will make a further attempt to contact the Customer to schedule a new delivery time. If the courier is unable to contact the Customer within five (5) working days or in the event of a further failure to deliver due to absence of the recipient, the Products in the order will be returned to Key Essence.

Once 30 (thirty) days have passed from the date the Products listed in an order were returned to Key Essence because it was not possible to complete the delivery, the Purchase Agreement will be terminated and the order cancelled. Key Essence will then proceed to refund the amount paid by the Customer, net of the costs incurred to return the Products and of expenses for their storage at the facilities of the courier in charge of their delivery.

Termination of the Purchase Agreement and the amount of the refund will be notified via e-mail to the Customer. The refund amount will be credited via PayPal procedures.

At the time of delivery of the Products by the courier engaged by Key Essence, the Customer is required to carefully check:
(a) that the paper tape is undamaged and the rest of the packaging has not been damaged or otherwise altered; and
(b) that the delivered products match the shipping document contents.

The Customer must immediately report any damages to the tape, to the packaging or to the Products or if delivered products do not match with the shipping document and/or Purchase Agreement, by entering in contact with Key Essence at we@key-essence.com, reporting the number of the Purchase Order also following the Key Essence Returns & Refunds Policy.

Events outside the reasonable control of the parties, including but not limited to unavailability of means of transportation and unforeseen or unavoidable events (e.g. natural disasters, extreme weather, industrial action) that result in a delay in deliveries or make deliveries difficult or impossible or cause significant increases in Key Essence's delivery expenses, will give the latter the right to split up, resend or cancel the Purchase Order, in full or in part, or to cancel the Purchase Agreement. In these cases, Key Essence must immediately inform the Customer of its decision by sending an e-mail to the address provided by Customer with the Purchase Order, with the Customer only being entitled to a refund of any sums already paid, excluding any other claims against Key Essence for any reason.

8. Right to Withdraw
The Customer has the right to cancel the Purchase Agreement, at his/her discretion and without cause, within 14 days from the delivery date, that is the date the Customer or a third party delegated by the Customer (excluding the courier, its employees and sub-contractors), enters in possession of all the purchased Products, as outlined in the following.

To exercise the right to withdraw, the Customer must inform Key Essence of his/her decision to terminate the Purchase Agreement by a clear statement (e.g. a letter sent by post, fax, or e-mail). The Customer may follow the Key Essence Returns and Refunds Policy, although this is not mandatory to exercise the right to withdraw.

If the Customer terminates the Purchase Agreement, all the payments made to Key Essence will be refunded, excluding costs of shipments, without undue delay and in any case not later than 14 days from the day the returned Products reaches Key Essence warehouse. Refunds will be made using the same method of payment used by the Customer for the purchase of the Products, unless it is expressly agreed otherwise.

To exercise effectively the right to withdraw, the Customer must make sure the Products, including their primary packaging that is the Key Essence decorated boxes of each product, have not been opened at all and are on their original conditions. If not, the right to withdraw cannot be exercised by the Customer, both for hygiene, health and safety reasons as well as for lost value.

The returned items should be well packed in the order box (or any rigid cardboard box) and send back to Key Essence warehouse address: Key Essence Srl, Via Lussu - Circonvallazione 21, 09010, Santadi (CA), Sardinia (Italy). Direct costs of returning the Products will be paid by the Customer.  If the return does not meet the conditions listed above and/or any other conditions set by law, the package will be sent back to the Customer with all shipment costs at his/her expense unless it is expressly agreed otherwise.

9. Product non-compliance and defective products
Products offered on the Website comply with Italian and EU legislation. Key Essence is under a legal duty to supply Products that are in conformity with the Purchase Agreement. As a consumer, the Customer has legal rights, in relation to the Products that are faulty or not as described, which are not affected by these Terms and Conditions. In the event that the purchased Products do not match the description published on the Website or in case of a defective or broken Product, the Customer is entitled to a refund for the defective item. Customer seeking a refund should contact our Customer Care at we@key-essence.com  also following the Key Essence Returns and Refund Policy. A communication from Key Essence staff will follow shortly, indicating how refunds will be processed.

10. Processing of Customer Personal Data
Key Essence processes Personal Data in compliance with the applicable personal data protection requirements, as detailed on the specific page of the Website entitled “Privacy&Cookies Policy”.

11. Communications and claims
All communications or claims from Customers to Key Essence relating to Purchase Agreements can be sent using the e-mail address we@key-essence.com.

12. Intellectual Property Rights
All trademarks (registered or not) as well as any intellectual property, distinguishing marks or name, image, photograph, written text or graphics and more generally, any other intangible assets protected by international laws and conventions on intellectual property and industrial property rights reproduced on the Website will remain the exclusive property of Key Essence and/or its assignors, and accessing the Website and/or concluding Purchase Agreements does not afford the User and/or the Customer any rights thereupon. Any use thereof, including only in part, is prohibited without Key Essence's prior written authorization. Key Essence exclusively reserves itself all relevant rights.

13. Cookies
The cookies Key Essence uses on the Website are detailed within the Privacy & Cookies Policy. By using the Website the User and/or Customer agrees to Key Essence use of the cookies outlined in our abovementioned policy

14. Resale
By ordering from our Website, the Customer agrees not to commercially resell any of our products. Commercially reselling Key Essence products is a breach of these Terms and Conditions, and Key Essence reserves the right to claim compensation for any damages or loss.

15. Applicable law and final provisions
These Terms and Conditions as well as any other contract entered into with the Customer are governed by Italian law. Any dispute arising from or relating to the interpretation, execution, validity or effectiveness of these Terms and Conditions and of any other agreement entered into with the Customer will be submitted to the exclusive jurisdiction of the Court of Cagliari.

The headings of the clauses used herein are merely indicative and do not boast any effect with regards to the identification of the content and interpretation of this agreement. Should a clause or part of a clause of these Terms and Conditions be deemed invalid because in contrast or contrary to a provision set forth by law, all other clauses of this agreement or parts of the same clause will remain fully valid and effective.