Refund policy
Without prejudice to the provisions regarding withdrawal, it is possible to cancel orders that have not yet been processed by contacting the Customer Assistance Service by email (info@sifarnutra.com).
It is not possible to cancel an order once the shipping process has begun, without prejudice to the right of withdrawal.
The Customer has the right to withdraw from the contract, without stating reasons, within 14 (fourteen) days. The withdrawal period expires after 14 (fourteen) days from the day on which the Customer or a third party, other than the carrier and designated by him, acquires physical possession of the products. In the case of a contract for multiple products ordered in one order and delivered separately, the withdrawal period shall expire after 14 (fourteen) days from the day on which the Customer acquires physical possession of the last product. The right of withdrawal does not apply to sealed products which have been opened after delivery, as they cannot be returned for hygiene and health protection reasons (art. 59(e) of the Italian Consumer Code / EU Directive 2011/83/EU).
Digital Exercise of the Right of Withdrawal (EU Directive 2023/2673)
The Customer may exercise the right of withdrawal directly online through the digital function available on the "Withdraw from the contract here" page, accessible from the footer of sifarnutra.com. The Customer fills in the online form by entering their details and order reference, then confirms the request via the "Confirm withdrawal" command. Upon confirmation, the Customer immediately receives an email receipt with the date and time of the request.
The return procedure is opened only following a request by the Customer to exercise the right of withdrawal or following a request to return a non-compliant product (defective, damaged, etc.). In any case, Sifar Nutra will verify the effective existence of the conditions necessary for the opening of a return procedure.
Following the opening of a return procedure, Sifar Nutra will send the Customer an email containing the description of how to return the product.
The Customer must:
— pack the products carefully
— specify the order number
Ship the products to:
Sifar Nutra S.r.l. — Via Maria Montessori 14, 20138 Milano
The shipping costs relating to the return of the product are charged to the Customer in the event of exercising the right of withdrawal, while they will be charged to Sifar Nutra for the return of a non-compliant product.
Once the products have been received, Sifar Nutra will proceed with the reimbursement if and only if the products have been sent within the pre-established terms (for the date the postmark or the delivery date to the carrier is proof) and if the products are perfectly intact in their original packaging.
Reimbursement can refer to two different types of situations:
- refund of the total amount relating to an order for which the right of withdrawal has been exercised;
- partial refund relating to an order for which the unavailability of one or more products has occurred.
Regardless of the payment method used by the Customer, the refund will be activated by Sifar Nutra in the shortest possible time and in any case within thirty (30) days from the sending of the order confirmation (in the case of partial refund due to unavailability) and within fourteen (14) days from receipt of the notice of withdrawal, using where possible the same payment channel with which the order was placed.