Refund policy

 

RIGHT OF WITHDRAWAL - COMPLAINTS

The Customer has the right to withdraw from the purchase contract for any reason, without having to provide an explanation and without any penalty, except in the cases of exclusion set out below. To exercise this right, the Customer must send SICILUS a notice no later than 30 days from the date of receipt of the products, and then return them as described below. If the person making purchases on the Website requests an invoice and/or is not a “consumer or user” as defined in Article 3, paragraph 1, letter a), of the Italian Consumer Code, neither the rules on withdrawal nor, more generally, the provisions of that Code that apply only to “consumers” will apply. This notice must be sent by registered letter with acknowledgement of receipt, addressed to: “SICILUS” - Italy. On receiving the notice, SICILUS Customer Service will open a returns case and inform the Customer of the instructions for returning the Products, using the courier designated by SICILUS.

If the right of withdrawal is exercised, SICILUS will refund the Customer the full amount of the returned goods, excluding return costs, within the time limits set out below, without prejudice to the right of SICILUS to suspend payment of the refund until the goods have actually been received and their integrity has been checked (see below). The refund will be made using the same payment method used by the Customer, unless the Customer has expressly requested a different method. For bank transfers, the Customer is responsible for providing the bank details needed to receive the refund (account holder, bank name and address, and IBAN).

Once the withdrawal notice has been received, Customer Service at SICILUS will open a returns case and provide the Customer with instructions for returning the Products, which must arrive at the seller’s warehouses within 14 days of authorisation. The refund will be made within 14 days following the return of the purchased goods, subject to the following conditions:

  • Shipping costs for returning the goods are borne by the Customer.
  • Until receipt at our warehouse is confirmed, the shipment remains entirely the Customer’s responsibility.
  • SICILUS is not responsible in any way for damage to, theft or loss of goods returned by uninsured shipments; therefore no refund will be made if the returned goods do not reach the seller’s warehouses.
  • If the goods are damaged during transport, SICILUS will notify the Customer of the incident (within 5 working days of receiving the goods at its warehouses), so that the Customer can lodge a claim against the courier they selected and obtain reimbursement of the value of the goods (if insured). In this case, the product will be made available to the Customer for its return, and the withdrawal request will be cancelled at the same time.

The right of withdrawal is entirely forfeited if the essential condition of the integrity of the goods (packaging and/or contents) is not met, where SICILUS finds:

  • The absence of the outer packaging and/or the wrapping containing the purchased product;
  • Damage to the product caused by factors other than its transport;

If the right of withdrawal is forfeited, SICILUS will return the purchased goods to the sender and charge the sender the shipping costs.

If the Customer wishes to exercise the right of withdrawal for goods not yet received because of delivery delays attributable to the carrier, the refund will be made within 14 days from the time the carrier is ready to return the delivery to the sender. If the parcel is lost, the 14-day refund period will run from the 30th day after the purchased goods were dispatched.

In addition to the cases indicated above (a Customer who is not a consumer and/or requests an invoice), the right of withdrawal is excluded in the following cases, pursuant to Article 59 of Legislative Decree 21/2014:

  • Orders for Products made to measure or clearly personalised;
  • Orders for Products liable to deteriorate or expire rapidly;
  • Orders for sealed Products that are unsuitable for return for reasons of hygiene or health protection and/or have been opened after delivery.

With reference to the exclusions from withdrawal listed above, the Customer is specifically informed and accepts that Products “liable to deteriorate or expire rapidly” include all food Products (including wines, spirits and beverages), since the characteristics and quality of these types of Products are subject to alteration, including as a result of improper storage. Therefore, for reasons of hygiene and Customer protection, the right of withdrawal applies only to Products purchased on the Website that can be returned to SICILUS and placed back on the market without risk to consumers’ health (such as books, gadgets, kitchen utensils, etc.). If the Customer nevertheless intends to return goods excluded from the right of withdrawal (pursuant to Article 59, letter b), of Legislative Decree 21/2014), SICILUS will refuse the parcel and/or return the Products to the Customer, charging the Customer the new shipping costs in this case.

For any complaint, report or request for information, you may contact the seller of the products and owner of the website www.sicilus.com, the company “SICILUS”, with its registered office at Via Aragonesi n. 2, Caltagirone (CT) - VAT no. 06028720875, tel. 0933 463562, email info @ sicilus.com, certified email (PEC) sicilus @ pec . it