Contacts for returns and assistance

For any request regarding returns or refunds, contact us:

sisula@sisula.it
+39 070 860 7626

We ask you to always indicate:

• order number
• first and last name
• clear description of the request
• any photos (if useful)

 

Right of withdrawal (Consumer Customers)

If you are a Consumer, you have the right to withdraw from the purchase within 14 days of delivery, without obligation to provide a reason, except for exceptions provided by law (see paragraph 4).

How to request a withdrawal

To exercise the right of withdrawal, simply send a communication to sisula@sisula.it indicating:

• order number
• product(s) for which you are requesting withdrawal
• Customer details
• address for possible collection/return (if requested)

You will receive operational instructions to proceed with the return.

Returning products

After communicating the withdrawal, the Customer must return the products within 14 days.
To protect the Customer, the return must take place:

• with adequate packaging (preferably the original one),
• with the product intact and complete with any accessories/packaging (where present),
• avoiding uses that compromise its resaleability (when applicable).

Return costs: unless otherwise indicated or agreed, shipping costs for the return are normally borne by the Customer.

Refunds: timing and methods

Once the return is received (or the request is verified in case of a damaged/non-compliant product), we will proceed with the refund according to the regulations.

Refund method

The refund is made, where possible, via the same payment method used for the order (e.g., PayPal, card, bank transfer).
In case of cash on delivery or special situations, the refund may be made via bank transfer (you will be asked for the necessary details).

Refund timing

The refund is normally arranged within the timeframe required by law, once the status of the returned product has been verified, or the reported problem (damage, non-compliance, etc.) has been verified.

Exceptions to withdrawal and personalized products

Some products may be excluded from the right of withdrawal in cases provided by law, for example:

• personalized or custom-made products (e.g., gift baskets customizable upon specific request, personalized items),
• products that, by their nature, cannot be returned in certain conditions.

In any case, if you have a doubt about a specific product, contact us: we will evaluate the best solution together.

Food products and case-by-case management

The catalog may contain food products or packages that include food.
For these categories, some requests may require specific evaluations (e.g., product integrity, storage conditions, type of goods).

S’Isula manages these situations with a case-by-case approach, in order to identify the most correct and reasonable solution, compatibly with the type of product and with safety and quality conditions.

Damaged, incorrect, or non-compliant product

If you receive a product that is:

• damaged
• different from the one ordered
• not compliant with the description

we ask you to contact us within 48 hours of delivery.

What to send for quick processing

To speed up the process, send:

• order number
• photos of the external packaging (even multiple photos)
• photos of the damaged product or non-compliance
• a brief description of the problem

Possible solutions

After verification, we may propose (depending on the case):

• product replacement
• full or partial refund
• another agreed solution (e.g., sending an equivalent product)

Package tampered with or damaged upon delivery

If the package shows evident signs of damage or tampering, we recommend accepting with reservation (if possible), or refusing delivery if the damage is significant and evident.

In this case too, contact us within 48 hours, attaching photos of the package.

Returns: practical tips to avoid delays

For faster processing:

• use adequate and protective packaging
• include a reference to the order (e.g., order number on a piece of paper)
• if possible, keep the receipt and tracking of the return shipment

Professional Customers (VAT number)

For purchases made with a VAT number, the right of withdrawal provided for Consumers may not apply automatically.
In these cases, any returns or refund requests will be managed according to the regulations and/or based on evaluations agreed upon on a case-by-case basis.

Quick questions

 

Contacts

sisula@sisula.it
+39 070 860 7626