Returns and refunds

Right of Withdrawal (EU Directive 2023/2673 Update)
In accordance with current regulations, the Customer has the right to withdraw from the purchase contract, without any penalty and without specifying the reason, within 14 days of receiving the products.

How to exercise the right of withdrawal
To simplify the procedure, we have introduced a direct electronic withdrawal function. To start the process, you just need to:
1. Click on the "Withdraw from order" link in the footer of the site or within your account area.

2. Enter the order number and the email address used during the purchase.

3. Confirm your intention to proceed by clicking on the "Confirm withdrawal" button. At the end of the operation, you will receive an automatic confirmation email with the exact date and time the request was processed.

Exclusions from the Right of Withdrawal (Article 59 of the Consumer Code)
To ensure the highest hygienic and quality standards for our food products, the right of withdrawal is excluded in the following cases:

• Sealed products opened after delivery: For reasons of hygiene and health protection, we do not accept returns of jars of creams, pestos, pure pastes, jams, or packages of dried fruit (e.g., vacuum-packed pistachios) whose safety seal is broken or tampered with.

• Perishable products: Goods that are liable to deteriorate rapidly (e.g., artisanal leavened products and fresh pastries).

Eligible returned products must be sent back to Sciara s.r.l. in perfect condition. Once the goods are received and verified in our warehouse, we will proceed with the refund. If the seals are tampered with, the return will be rejected.

How to return products
Once you receive the automatic confirmation email, you can choose the method and courier to proceed with the return and send the product(s) to Sciara srl, Viale Cavalieri di Vittorio Veneto 11, 95034 Bronte (CT).
The shipping costs for this return will be at your expense.
Following our confirmation of the conformity of the returned product (the returned product must still be closed and sealed in its original packaging), the value of the purchased product will be refunded, net of shipping costs and any handling fees.
If the product is found to be non-intact, you will not be entitled to a refund.

Product Damage
If the product you purchased is damaged, you can return it to Sciara within 14 days from the date of receipt.
If, upon delivery, you notice any damage to the package, please sign the courier's receipt "subject to inspection".
Subsequently, if you verify the actual presence of damage, you can contact us at info@sciarapistacchio.com with a description of the problem and photographic evidence, so that we can initiate the refund process for the product(s).
Upon receipt of the aforementioned material, it will be our responsibility to proceed with a partial or total refund, depending on the case, of the product(s) in question.

Refunds
- How much will I be refunded? 30% of the product value in case of partial damage; 100% in case of a totally damaged and/or unusable product, net of shipping costs and any handling fees. The administrative costs of the refund are borne by Sciara.
- How will I receive my money back? The refund is made directly to the credit card used for the order. If the order was placed using bank transfer as a payment method, you will need to provide your bank account details for the refund. The store operates from the European Union and all transactions, even in foreign currency, are converted to Euro after payment. For payments in currencies other than Euro, Sciara will still refund the amount in Euro. Please note: the amount in foreign currency should be calculated based on the exchange rate on the day the refund is made. Any exchange rate risks are therefore borne by you.
- When will the refund be processed? In case of a return due to a change of mind, the refund will be processed within 4/5 working days from the moment the returned product reaches Sciara's warehouse. In case of a refund due to damage, this will occur within 4/5 working days from the notification of the anomaly via email to info@sciarapistacchio.com
Please note: if payment is made by credit card or other electronic payment methods, it may take several weeks for refunds to appear on the buyer's statement.
Refunds via bank transfer will appear with the description "Sciarashop order refund no. ............ of ............".

Customer Support
For any problem or clarification, please contact our Customer Support Service at the email address info@sciarapistacchio.com or by phone at 095 692643 (Monday-Friday, from 9:00 AM-1:30 PM / 3:30 PM-5:30 PM).