Refund Information

1. Scope and nature of the relationship

Sales are reserved for businesses and professionals (B2B). The right of withdrawal provided for consumers does not apply, and returns due to a change of mind, excessive purchases, or failure to resell the goods are not accepted. This exclusion does not limit remedies for defective, incorrect, or non-conforming products. Returns are handled subject to prior written authorization (RMA), in accordance with the following conditions and without prejudice to mandatory rights.

2. Orders fulfilled by multiple suppliers and split shipments

The same order may be fulfilled by different suppliers and locations and delivered in multiple GLS Parcel shipments or packages, including on different dates, with separate tracking numbers. The report must indicate the order and, where identifiable, the shipment and packages concerned, attaching the tracking information if available and photographs of the labels affixed.

3. Inspection upon delivery and reservation on the carrier’s document

Upon delivery, the Customer must check the external integrity of the packages. If the packaging shows anomalies (for example, a crushed, opened, wet, or tampered-with package), the Customer must accept the delivery while making a specific reservation on the carrier’s document, describing the anomaly observed, and must document it with photographs before and during opening. Receipt “without reservation” may preclude or limit claims against the carrier; claims for damage that could not be identified upon delivery remain unaffected, provided that they are reported as soon as they become known and no later than eight days after receipt.

4. Reporting deadlines (hours and calendar days)

For transport damage or evident non-conformity, the operational report must be sent within 48 hours of delivery, together with photographic documentation.

For transport damage that could not be identified upon delivery, the report must be made as soon as it becomes known and in any event within 8 days of receipt, without prejudice to any different mandatory deadlines that may apply to the transport.

For defects in the goods subject to the warranty in sales between professionals, the reporting deadline is separate: 8 days from discovery where Article 1495 of the Civil Code applies, without prejudice to the exceptions and different deadlines provided by law or validly agreed. Operational assistance deadlines do not reduce mandatory rights or deadlines.

5. Opening a request and channels

The report must be sent exclusively by email to ordini@sicilyfinestfood.it, stating the order number and date, company name, affected items and quantities, description of the problem, and photographs; the tracking information must be provided if available. Opening a case through the Shopify account is not available. The report initiates the verification process and does not in itself constitute authorization for a return or acknowledgment of liability.

6. Required documentation

To enable verification and, where necessary, handling of the claim with the carrier, the Customer must provide clear photographs of the outside of the package, the shipping label, the inside and filling material, the product, and the damage or defect. In the case of a missing or incorrect item, it is advisable to document the inside of the package immediately after opening it. If the documentation is insufficient, additional information may be requested; other means of evidence and rights provided by law remain unaffected.

7. When a return is admissible (RMA)

A return may be authorized exclusively for: delivery of an incorrect item; a missing item where supported by evidence; transport damage that can be handled with a specific reservation and evidence; material non-conformity; defects that make the goods unsuitable for use or appreciably reduce their value, within the limits of the applicable civil-law provisions.

Any return shipped without prior written authorization (RMA) may be refused and returned to the sender, at the Customer’s expense.

8. Exclusions

Without prejudice to remedies due for defects or non-conformities attributable to the Seller and mandatory rights, returns are not accepted for deterioration or expiry occurring after delivery due to improper storage or failure to resell; customized products without defects; items opened or tampered with for reasons unrelated to the reported defect where the integrity of the packaging is necessary for health and hygiene reasons; goods damaged by the Customer or returned with inadequate packaging.

9. Verification outcomes and remedies

Following verification, the Seller decides on a case-by-case basis whether to proceed with replacement, shipment of the missing item, issuance of a credit note, or refund, in accordance with the remedies legally due to the Customer. A credit note does not replace payment of a refund that is due. The handling of any ancillary services follows the cause of the problem and the applicable regulations.

10. Refunds: methods and timing

Approval of the refund is communicated in writing upon completion of the verification and, where necessary, after the authorized return of the goods. The refund is made within 14 calendar days of approval, using the original payment method where possible or a traceable method agreed in writing. The time required for the credit to appear may depend on the payment service provider. Any mandatory deadlines remain unaffected.

11. Return costs

When the problem is attributable to the Seller, the costs of the authorized return are borne by the Seller, and the return is organized or carried out in accordance with the Seller’s instructions. In other cases, any allocation of costs is specified in the authorization, in accordance with applicable law. No return may be made before written authorization.

12. Return destination and wording

The return address is communicated on a case-by-case basis with the written authorization and RMA instructions. The Italian operating location is not an automatic return address. The package must bear the wording «Authorized return (RMA)» and the RMA number provided.