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Last updated: 1st May 2026
This policy sets out your rights and our obligations regarding returns, refunds, and damaged or incorrect goods. It applies to all purchases made through our website at https://sicilianproductsonline.co.uk and is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (which implement the EU Distance Selling Directive into UK law), the Consumer Rights Act 2015, and all other applicable UK consumer legislation.
Please read this policy carefully before placing an order. By placing an order with Nonna’s Authentic Sicilian Products, you confirm that you have read and understood these terms.
Your statutory rights as a UK consumer are not affected by this policy. Under the Consumer Rights Act 2015, goods must be:
If goods do not meet these standards, you have the right to a repair, replacement, or refund as set out below. Nothing in this policy limits or excludes your statutory rights.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This is your statutory cancellation right.
However, please be aware that this right to cancel does not apply to:
As the majority of Nonna’s products are food items, including olive oils, pestos, passata, honeys, and related consumables, they are perishable goods and are therefore exempt from the standard 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
If you are unsure whether the cancellation right applies to a specific product in your order, please contact us before placing your order.
Due to the perishable and food-safe nature of our products, we are unable to accept returns once goods have been dispatched and delivered, except in the circumstances described in Section 5 (Damaged Goods) and Section 6 (Incorrect Items) below.
We ask that you review your order carefully before completing your purchase. If you have any questions about a product prior to ordering, please contact us and we will be happy to help.
If your order arrives damaged, you must notify us within 24 hours of receipt. Reports received after this period may not be eligible for a resolution, as we are unable to verify that damage occurred in transit or prior to use.
To report damaged goods, please contact us at the details provided in Section 9 and include all of the following:
Reports submitted without images or a video, and a written description of the damage, cannot be processed.
Once we have reviewed your report and supporting evidence, we will offer one of the following resolutions at our discretion, taking into account the nature and extent of the damage:
We aim to respond to all damage reports within 2 business days. Replacements will be dispatched as soon as reasonably practicable, subject to stock availability.
If you receive an item that does not match your order (for example, the wrong product, flavour, or quantity), you must notify us within 24 hours of receipt.
To report an incorrect item, please contact us at the details provided in Section 9 and include:
Where we have sent you the wrong item, we will offer one of the following:
You will not be required to return incorrectly sent items unless we specifically request this. If we do request a return, we will provide a prepaid returns label.
Where a refund has been agreed under the terms of this policy, we will process it to your original payment method within 14 days of confirming the resolution. Refunds may take a further 3 to 5 business days to appear in your account, depending on your bank or card provider.
We will not charge any fees for processing a refund under this policy.
We are unable to accept damage or complaint reports in the following circumstances:
This does not affect your statutory rights under the Consumer Rights Act 2015 if goods are genuinely not of satisfactory quality, fit for purpose, or as described at the time of sale.
To report a damaged item, an incorrect order, or to raise any query relating to this policy, please contact us by:
We aim to respond to all enquiries within 2 business days.
We reserve the right to update this policy from time to time. The current version will always be published on our website. Any changes will take effect from the date of publication and will not affect orders already placed prior to that date.
Nonna’s Authentic Sicilian Products is a trading name. Registered in England and Wales. This policy is governed by the laws of England and Wales.
