General Terms and Conditions of Sale

The present general terms and conditions of sale ("General Terms of Sale" or "GTS") aim to define:

• the online sale on the website www.citylabcosmetics.com (the "Site") of the Experiences offered by City Lab Cosmetics;

• the sale of Products available for purchase through the Website and customizable as part of the Digital Experience;

• the in-store sale of Experiences and Products.

The company responsible for the sale of Products and Experiences is Citylab Srl, an Italian limited liability company with registered office at Corso Venezia, no. 54, 20121, Milan (MI), Tax Code and VAT no. 12784550969 (hereinafter the "Company" or "Citylab").

Definitions

The following terms, along with those previously capitalized, both in singular and plural forms, shall have the following meanings in the GTC:

"Account": the account created by each Registered User on the Website.

"Purchaser": the Registered User who purchases an Experience or a Product.

"Recipient": a Registered User other than the Buyer, the direct recipient of the Gift Experience.

"In-Store Purchase": the purchase of an Experience or Product at City Lab Cosmetics.

"Online Purchase": the online purchase of an Experience or Product via the Website.

"City Lab Cosmetics" or "Store": the CITYLAB store, branded as "City Lab Cosmetics", located in Milan, Corso Garibaldi, no. 3.

"Experience": innovative beauty services and experiences, also aimed at creating a Product, designed, developed, and provided by the Company within City Lab Cosmetics.

"Digital Experience": innovative beauty services and experiences, aimed at creating a Product, designed, developed, and provided remotely by the Company through the Website.

"Gift Experience": Experiences purchased by a Registered User and designated for a Beneficiary.

"Payment Methods": payment instruments for Online Purchases of Experiences or Products, provided by third-party providers (e.g., PayPal, Stripe, Scalapay), as listed in the dedicated section of the Website. For more details, refer to the specific terms of each payment provider.

"Booking Code": an alphanumeric code included in the confirmation email identifying the Experience purchased by the Buyer.

"Order": an order for the purchase of a Product or Experience.

"Products": items sold by CITYLAB, whether created during an Experience or Digital Experience.

"Registration": the process through which a user registers on the Website to create a valid Account and access reserved services.

"Confirmation Email": a receipt containing the identification number of the Online or In-Store Purchase of an Experience.

"User": any individual browsing or connecting to the Website.

"Registered User": a consumer or user with an Account created through Registration on the Website.

Nature of the Experience

The Buyer acknowledges that Experiences consist of beauty consultancy services provided at City Lab Cosmetics, which do not constitute medical or scientific advice and may include creating a Product for the Buyer.

Online Purchase of Experience

Experience Purchase

A Registered User can purchase one or more Experiences online for themselves or a Beneficiary. The Buyer must select the desired Experience type and check the available slots through the Website’s provided procedure. Upon successful payment using one of the Payment Methods, the Buyer may book their preferred slot. The Online Purchase and booking are considered finalized upon completion of this process.

Gift Experience Purchase

After purchasing a Gift Voucher Experience online, the Buyer will receive an email with a coupon to forward to the Gift Beneficiary using the "Gift" function on the Website. The Beneficiary can book their Experience by entering the received coupon code.

Online Experience Purchase Confirmation

Once the Online Purchase is completed, CITYLAB will send a confirmation email ("Online Purchase Confirmation") to the Buyer, including all Experience details and the order number. This confirmation will also be accessible from the Buyer’s Account. The Buyer agrees to retain the Online Purchase Confirmation, which must be presented at City Lab Cosmetics to use the Experience.

Suspension or Refusal of Online Experience Purchase

CITYLAB reserves the right to: (i) suspend an Online Experience Purchase and request additional documentation (e.g., proof of identity, address, or payment details); (ii) cancel or refuse the Purchase if: (a) ipayment fails; (b) the order is suspected to be fraudulent under applicable law; (c) a payment dispute exists with the Buyer regarding a previous purchase.

Experience Usage

Experiences are exclusively provided at City Lab Cosmetics by CITYLAB staff, including cosmetic professionals adhering to best practices.

Rescheduling Experience Date or Time

Until midnight before the scheduled Experience date, the Buyer may change the date and time using the Website’s dedicated procedure. Rescheduling is confirmed only upon receipt of a confirmation email indicating the new date and time.

Right of Withdrawal from Online Experience Purchase

Under Articles 52 et seq. of Legislative Decree 206/2005 (the "Consumer Code"), the Buyer may withdraw from an Online Experience Purchase within 14 days of receiving the confirmation email, without penalty or reason. This right does not apply to In-Store Purchases.

To exercise the right of withdrawal, the Buyer must submit a written request ("Return Request") via: (i) email to hello@citylabcosmetics.com, or (ii) registered letter to the Store at Corso Garibaldi, 3, 20121, Milan.

The Return Request must include: (i) the Buyer’s name and surname; (ii) Order Number; (iii) selected Experience.

Upon acceptance of the Return Request, CITYLAB will confirm by email and refund the Experience price using the original payment method within 14 days. The corresponding Experience Ticket will be canceled.

For further details, refer to the comprehensive translation of the additional sections regarding in-store purchases, event bookings, online product purchases, and warranty provisions.

In-Store Purchase of an Experience

In cases where the Purchaser buys the Experience directly at the Store through an In-Store Purchase, the purchasing procedure described above will be completed by the Purchaser with the assistance of CITYLAB staff present at the Store. In this case, the provisions applicable to Online Purchases will apply, mutatis mutandis.

It is hereby understood that for an In-Store Purchase combined with immediate use of the Experience, the provisions regarding “Change of Date and/or Time of Experience” and “Right of Withdrawal from an Online Purchase of an Experience” outlined in previous sections will not apply.

In-Store Events

The Purchaser may organize a private or corporate event at the Store by sending a request via email or by filling out the form available on the website in the Events section. After providing the required details, including the desired event date and number of participants, CITYLAB reserves the right to check availability and confirm the booking via email, attaching a quotation. The Purchaser must pay a deposit (20% of the total amount due) to accept the quotation and finalize the event booking.

If the Purchaser cancels the event, CITYLAB reserves the right to retain the paid deposit.

Online Purchase of Products

A Registered User may make an Online Purchase of a Product by accessing the dedicated section of the Website for the Digital Experience. Using the features provided, the User can simulate creating a personalized Product by selecting attributes such as color, texture, fragrance, pouring style, and optionally adding initials or graphic symbols to the packaging.

Once the simulation is complete, the User may choose to purchase the custom Product or save it in their Account for a future purchase.

To finalize the purchase, the User must provide or confirm the necessary information (including shipping details), then proceed to payment using one of the Payment Methods. After payment, a confirmation email will be sent to the address provided at registration or during the purchase. The order will also be available in the User’s Account section.

Suspension or Refusal of Orders

CITYLAB reserves the right to:

(i) suspend the processing of an Online Purchase and contact the User to request additional documentation (e.g., proof of address, identity, or banking details) necessary to complete the Order;

(ii) cancel or refuse an Order if:

(a) payment was unsuccessful using the selected Payment Method;

(b) the Order is suspected of fraud according to applicable laws;

Delivery of Products

Products purchased online will be delivered to the address provided or confirmed during the Online Purchase. Shipping costs and delivery times vary depending on the number of products ordered and the delivery destination, as indicated during the purchase process.

Products

Warranty and Replacement of Non-Conforming Products

The Company guarantees that all Products created during the Experience or purchased through the Digital Experience are fit for their intended use and free from hidden defects that may render them unsafe or unsuitable. CITYLAB also ensures compliance with Article 3, Paragraph 4 of the Ministerial Decree of September 27, 2018, and Regulation (EC) No. 1223/2009.

If Products are defective or non-compliant, the Purchaser may choose between replacement or repair unless the cost is disproportionate.

No replacement will be possible if Products have been: (i) used and lack the security seal; (ii) not in their original condition; (iii) missing labels or original packaging.

If the returned Product is found to be non-compliant, CITYLAB is not obligated to refund or replace it.

However, if the return is valid, CITYLAB will handle replacement or repair at no cost.

Replacement or refunds for Products purchased in-store, except those from the Experience, are excluded.

Exclusion of the Right of Withdrawal for Products

According to Article 59 of the Consumer Code, the right of withdrawal for online purchases does not apply to: (i) sealed goods that cannot be returned for hygiene or health reasons if opened; (ii) customized goods or those made to order.

Thus, withdrawal is excluded for personalized Products and for hygienic reasons if the security seal has been removed.

Intellectual Property Rights

All intellectual property rights, including copyrights, patents, trademarks, trade names, domain names, social media identifiers, and designs (registered or not) related to Products, materials, texts, graphics, and designs, remain the exclusive property of CITYLAB. Users may not attempt to claim ownership.

Materials may not be reproduced, distributed, copied, modified, published, downloaded, displayed, performed, transmitted, sold, rented, or exploited in any form without prior written consent from CITYLAB unless otherwise permitted by applicable copyright law.

Violations may result in civil or criminal penalties.

Changes to Experience Types and Products

CITYLAB reserves the right to modify, replace, suspend, or discontinue Experiences or Products, including prices, without notice.

Changes to the General Terms of Sale

CITYLAB may update or modify these Terms of Sale to comply with legal or regulatory changes, enhance security, or improve service.

Users will be notified on the Website. Changes become effective 10 days after publication and are considered accepted by continued use of the Website. Users are responsible for checking the Terms periodically.

Communications

CITYLAB may send newsletters, administrative emails, and promotional emails with consent. Users can unsubscribe through their Account settings.

Users must contact CITYLAB via email at hello@citylabcosmetics.com unless otherwise stated.

Governing Law

These Terms and Online Purchases are governed by Italian law, including validity, interpretation, performance, or withdrawal issues.