Returns, Refunds & Damaged Goods Policy

Last updated: 1st May 2026

1. Overview

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.

2. Your Statutory Rights

Your statutory rights as a UK consumer are not affected by this policy. Under the Consumer Rights Act 2015, goods must be:

• of satisfactory quality
• fit for purpose
• as described

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.

3. Your Right to Cancel (Distance Selling Regulations)

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:

• goods that are liable to deteriorate or expire rapidly (which includes food and perishable items)

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.

4. Returns

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.

5. Damaged Goods

5.1 Reporting a Damaged Item

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:

• Your full name and order number
• A clear description of the damage
• Photographic evidence of the damaged item(s), or a video where the damage is better demonstrated by movement (for example, leaking, broken seals, or structural damage to packaging)

Reports submitted without images or a video, and a written description of the damage, cannot be processed.

5.2 Resolution for Damaged Goods

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:

• A replacement of the damaged item(s), dispatched at no additional charge
• A full or partial refund to your original payment method

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.

6. Incorrect or Missing Items

6.1 Reporting an Incorrect Item

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:

• Your full name and order number
• A description of what you received versus what you ordered
• Where possible, a photograph of the item(s) received to assist us in investigating the error

6.2 Resolution for Incorrect Items

Where we have sent you the wrong item, we will offer one of the following:

• Dispatch of the correct item(s) at no additional charge
• A full refund to your original payment method if the correct item is unavailable

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.

7. Refunds

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.

8. Exclusions

We are unable to accept damage or complaint reports in the following circumstances:

• The issue is reported more than 24 hours after delivery
• No supporting images or video and written description are provided
• The damage appears to have occurred after delivery and as a result of mishandling, improper storage, or misuse
• The product seal has been broken and the complaint relates to quality rather than transit damage or an error on our part

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.

9. How to Contact Us

To report a damaged item, an incorrect order, or to raise any query relating to this policy, please contact us by:

• Email: [email protected]
• Website: https://sicilianproductsonline.co.uk/contact

We aim to respond to all enquiries within 2 business days.

10. Changes to This Policy

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.