Cosmetica Etica S.r.l. believes in honest reviews that help our customers make informed choices when purchasing our products. This policy explains how we manage reviews on www.thebodyshop.it and what measures we take to ensure their transparency and accuracy.

WHO CAN SUBMIT A REVIEW

We welcome reviews about your experience with our products and services. We send all customers who have made a purchase an email invitation to submit a review. You must be over 18 years of age to leave a review.

HOW TO LEAVE A REVIEW

You need to follow the link in the invitation email and complete our review form, which will ask you to share your experience of using the product.

REVIEW GUIDELINES

To ensure that Cosmetica Etica S.r.l. is able to publish your review, please:

●       Make sure your review reflects your genuine experience, including both positive and negative aspects.

●       Do not use the review to manipulate ratings.

●       Do not include personal information within the review, such as full names or addresses.

●       Make sure your review complies with our Terms of Use; for example, it must not be obscene, offensive, harmful, or defamatory.

●       Make sure your review is free from any conflict of interest.

We want you to share your experiences of The Body Shop products with others. However, if you simply have a question about the review process, our website, or need assistance with our products or services, please contact our customer care team directly at customercare@thebodyshop.it.

HOW WE DISPLAY REVIEWS

●       Reviews for our products and services appear on our website (and potentially on our social media channels and in other advertising communications) together with your name.

●       Anyone reading your review can see the other reviews you have left on our site.

●       We publish all reviews that comply with our guidelines, both positive and negative, showing the most recent ones first.

●       Reviews submitted in response to an invitation email will be clearly labelled as "Verified Buyer".

●       We create an overall star rating by calculating the average of the ratings received.

●       You can search for specific terms within reviews or filter them by rating, presence of attached media, and country.

●       We provide an AI-generated summary on our website for each of our products, accessible by clicking the "See review summary" button.

●       We make sure reviews reflect our current products and will discontinue reviews where this is no longer the case.

HOW WE VERIFY AND HANDLE SUSPICIOUS REVIEWS

The measures we take to check for suspicious reviews include:

●       Fake reviews: We check and monitor reviews using our automated systems to flag any unusual activity, such as rapid submissions, identical/repeated text, or other suspicious behaviour.

●       Review moderation: We rely on an independent, specialised company (Yotpo) that provides moderation through artificial intelligence, spam filters, and filters for offensive language, to help us identify potentially fraudulent or inappropriate content.

If our monitoring suggests that a review does not comply with our guidelines, we will investigate promptly and may remove it immediately or not publish it. We will do this where we are confident the review does not comply, or pending further investigation. If we remove a review or are investigating it, we will not count it towards the overall rating score.

Where fake reviews are found for a product or service, we may take the following measures:

●       Notify consumers that the product has received fake reviews.

●       Hide all reviews (both genuine and fake) for the product or service.

●       Discontinue the sale of the product (and other products from the same supplier).

●       Notify the relevant authorities where we believe the law on fake and misleading reviews is being systematically breached.

REPORT SUSPICIOUS REVIEWS TO US

If you believe a review is fake or otherwise does not comply with our guidelines, please report it to our customer care team at customercare@thebodyshop.it.