Refund policy

RETURNS & REFUND POLICY

Thank you for shopping at My Beautiful Sicily.

We want our customers to shop with confidence while also recognising that many of our products are handmade, fragile, and carefully prepared in Sicily.

This Returns & Refund Policy explains the conditions applicable to European orders, International / Non-EU orders, made-to-specification products, returns, refunds, damaged products, and refused or unclaimed shipments.

Nothing in this policy is intended to exclude or restrict mandatory consumer rights that cannot legally be excluded.

PART A — EUROPEAN ORDERS

1. 14-Day Right of Withdrawal

For eligible online purchases delivered within the European Union, consumers generally have the right to withdraw from the purchase within 14 calendar days from the date the goods are received, without having to provide a reason, subject to applicable legal exceptions.

To exercise this right, you must notify My Beautiful Sicily of your decision to withdraw within the applicable 14-day period.

Please contact us at:

Email: asia@my-beautiful-sicily.com

Please provide your order number, name, and the product(s) you wish to return.

After notifying us, the goods must be returned within the period required by applicable law.

Return instructions and the correct return address will be provided after we receive your request.

Please do not send a return without first contacting us.

2. European Return Shipping Costs

For an eligible change-of-mind / withdrawal return, the customer is responsible for the direct cost of returning the goods to My Beautiful Sicily.

This applies to customers in Italy and other European countries.

My Beautiful Sicily does not provide prepaid return labels for change-of-mind returns unless expressly agreed otherwise.

The customer is responsible for:

  • Return courier or postal charges;

  • Appropriate protective packaging; and

  • Any optional insurance or additional shipping services selected by the customer.

Because many My Beautiful Sicily products are fragile handmade ceramics, we strongly recommend using a tracked and adequately insured return shipping service.

The customer must retain proof of shipment until the return and refund process has been completed.

This section applies to change-of-mind returns and does not limit rights applicable where goods are genuinely defective, damaged, incorrectly supplied, or otherwise non-conforming.

3. Condition of European Returns

Returned merchandise must be handled with reasonable care.

Customers may inspect an item as reasonably necessary to establish its nature, characteristics, and functioning.

Where permitted by applicable law, the customer may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for such inspection.

Returned products should include, where reasonably possible:

  • Original product components;

  • Accessories supplied with the product;

  • Certificates or documentation supplied with the product; and

  • Original protective packaging.

Opening the shipping package alone does not automatically make an item ineligible for return.

However, products that have been used, damaged, altered, improperly handled, or inadequately repackaged may be subject to a reduction in refund where permitted by law.

4. European Refunds

Once we receive the returned goods, we will inspect them.

For a valid statutory withdrawal, refunds will be processed in accordance with applicable consumer law.

Where permitted, My Beautiful Sicily may withhold reimbursement until the goods have been returned or until the customer provides evidence that the goods have been sent back, whichever occurs first as required by applicable law.

The refund will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.

Where legally required, the refund will include the cost of the least expensive standard delivery method offered for the original order.

If the customer selected a more expensive or expedited delivery service, the additional cost of that upgraded service is not refundable where applicable law permits.

The direct cost of returning a change-of-mind order remains the customer's responsibility.

PART B — INTERNATIONAL / NON-EU ORDERS

5. International Returns

Orders delivered to destinations outside the European Union are subject to this International Returns section.

Mandatory consumer rights applicable to a particular transaction or destination remain unaffected.

For international orders, change-of-mind returns are not automatically accepted and must be requested by contacting My Beautiful Sicily.

Where My Beautiful Sicily agrees to accept a voluntary international return, the product must be returned in the condition specified by us and in accordance with the return instructions provided.

Do not return an international order without first contacting us and receiving return instructions.

6. International Return Costs

Where an international / Non-EU voluntary return is accepted, all costs associated with returning the product are the customer's responsibility, except where mandatory law requires otherwise.

These costs may include:

  • International return shipping;

  • Courier charges;

  • Protective packaging;

  • Shipping insurance;

  • Customs documentation;

  • Import/export processing charges;

  • Brokerage or clearance charges; and

  • Other costs arising from the customer's voluntary return.

My Beautiful Sicily does not normally provide prepaid international return labels.

The customer must use appropriate packaging suitable for international transportation of fragile merchandise.

We strongly recommend a tracked and adequately insured service.

7. International Refunds

A voluntary international return does not automatically guarantee a full refund.

Once the returned merchandise has been received, My Beautiful Sicily will inspect its condition.

Where a voluntary international return has been accepted, any refund will be determined according to:

  • The condition of the returned merchandise;

  • The reason for the return;

  • Applicable non-recoverable shipping or return costs;

  • Customs, brokerage, carrier or other charges incurred as a result of the return; and

  • Applicable law.

Where legally permitted, original shipping costs and other non-recoverable costs associated with a voluntary international return may be excluded from or deducted from the refund.

PART C — MADE-TO-SPECIFICATION & PERSONALISED PRODUCTS

8. Made-to-Specification & Personalised Orders

This section applies to European and International customers.

Products made to the customer's specifications, clearly personalised, or specially modified according to an individual customer's instructions are not eligible for cancellation, change-of-mind return, exchange, or refund, to the extent permitted by applicable law.

Examples may include products made or modified with:

  • Customer-requested names or inscriptions;

  • Bespoke decorations or designs;

  • Customer-specific dimensions;

  • Special colour combinations outside the standard options offered;

  • Special finishes;

  • Customer-requested modifications;

  • Bespoke combinations or configurations; or

  • Other individual specifications requested by the customer.

Once production of a made-to-specification or personalised product has begun, the order cannot be cancelled merely because the customer has changed their mind.

The fact that an item is handmade or produced after an order is placed does not by itself necessarily make the product personalised. This section applies where the product is genuinely made or modified according to the customer's individual specifications.

This restriction does not affect mandatory rights where the product is genuinely defective, damaged, incorrectly supplied, or does not conform to the agreed customer specification.

PART D — DAMAGED, DEFECTIVE OR INCORRECT ITEMS

9. Reporting a Problem

If an item arrives damaged, appears genuinely defective, or you believe you received an incorrect product, please contact us as soon as possible, preferably within 48 hours of delivery.

Contact:

asia@my-beautiful-sicily.com

Please include your order number and a description of the problem.

We may reasonably request:

  • Clear photographs of the damaged or defective area;

  • Photographs of the complete product;

  • Photographs of the outer shipping carton;

  • Photographs of the internal protective packaging;

  • Photographs of the shipping label; and

  • Any additional information reasonably necessary to investigate the claim.

Do not discard the product, shipping carton, internal packaging, protective materials, or shipping label until we confirm that the investigation has been completed.

The carrier or insurer may require these materials for inspection.

Reporting within 48 hours helps us investigate transport damage quickly but does not remove mandatory consumer rights that cannot legally be limited by such a deadline.

10. Investigation of Claims

My Beautiful Sicily reserves the right to reasonably investigate claims involving damaged, defective, incorrect, or missing products before determining the appropriate remedy.

Providing return instructions or authorising a product to be sent back does not by itself constitute acceptance that the product is defective or confirmation that a refund is automatically due.

We may inspect the returned product and review photographs, packaging, shipping records, carrier information, customer communications, and other relevant evidence.

Where a product is confirmed to be defective, damaged, incorrectly supplied, or otherwise non-conforming, the appropriate remedy will be provided in accordance with applicable consumer law.

PART E — FRAGILE CERAMICS & RETURN PACKAGING

11. Customer Responsibility When Returning Fragile Products

Many My Beautiful Sicily products are handmade ceramic items and require careful packaging.

When the customer is responsible for arranging a return, the customer must take reasonable care to package the product appropriately for transportation.

Where reasonably possible, we recommend reusing the original protective packaging.

Ceramic items should be appropriately cushioned and protected against movement and impact during transit.

For customer-arranged change-of-mind returns, we strongly recommend:

  • Tracked shipping;

  • Adequate shipping insurance;

  • Strong protective packaging; and

  • Retaining proof of shipment.

Where permitted by applicable law, the customer may be responsible for loss in value resulting from damage caused by inadequate return packaging or handling attributable to the customer.

PART F — HANDMADE CHARACTERISTICS

12. Natural Handmade Variations

My Beautiful Sicily products are individually handmade and/or hand-decorated in Sicily.

Because of their artisanal nature, minor variations may naturally occur in:

  • Colour;

  • Glaze;

  • Brushwork;

  • Decoration;

  • Shape;

  • Dimensions;

  • Surface characteristics; and

  • Other handmade details.

These natural characteristics are part of handmade production.

Normal handmade variations are not automatically considered defects simply because one handmade item is not completely identical to another item or to a product photograph.

This does not apply to genuine defects, significant non-conformity, incorrect products, or shipping damage.

PART G — REFUSED, UNCLAIMED & UNDELIVERABLE ORDERS

13. Refused or Unclaimed Packages

A customer should not refuse or intentionally fail to collect a shipment as a substitute for following the applicable cancellation or return procedure.

A refused or unclaimed shipment is not automatically considered an approved return or cancellation.

If an order is returned because:

  • The recipient refused delivery;

  • The recipient failed to collect the shipment;

  • The recipient failed to respond to carrier notices;

  • The recipient failed to provide information requested by the carrier or customs authorities;

  • The customer provided an incorrect or incomplete address; or

  • The recipient refused to pay applicable import duties or charges,

the order will be handled according to the circumstances and applicable law.

Where legally permitted, reasonable non-recoverable costs caused by the refusal, failed delivery, or return may be deducted from any refund due.

These may include:

  • Original shipping costs;

  • Return shipping costs;

  • Carrier charges;

  • Customs charges;

  • Brokerage or clearance charges;

  • Storage charges; and

  • Other reasonable costs directly resulting from the failed delivery or return.

PART H — CUSTOMS, DUTIES & TAXES

14. Customs Charges

For international orders, customs duties, import taxes, tariffs, brokerage charges, or clearance fees may apply.

Unless the checkout, product page, or order specifically states that duties and/or taxes are included or prepaid, these charges are the responsibility of the recipient/customer.

Where My Beautiful Sicily expressly states that duties or taxes are included, prepaid, or shipped using a duties-paid service, the terms applicable to that specific order will apply.

Refusing a shipment because of customs duties or import charges does not automatically entitle the customer to a full refund.

Where permitted by law, costs resulting from such refusal may be deducted from any refund due.

PART I — EXCHANGES

15. Exchanges

We do not guarantee direct exchanges.

Where an exchange is requested, please contact us before returning any product.

Depending on the circumstances, we may ask the customer to return the original eligible product and place a new order.

Made-to-specification and personalised products are not eligible for change-of-mind exchanges to the extent permitted by applicable law.

PART J — ABUSIVE OR FRAUDULENT CLAIMS

16. Fraudulent or Abusive Return Claims

My Beautiful Sicily reserves the right to reject claims that are demonstrably fraudulent, intentionally misleading, duplicated, manipulated, or otherwise abusive, subject to applicable law.

Where reasonably necessary and legally permitted, we may provide relevant order, payment, shipping, tracking, photographic, return, or communication records to payment providers, marketplaces, carriers, insurers, or competent authorities for the purpose of investigating or defending a claim.

PART K — MANDATORY CONSUMER RIGHTS

17. Your Legal Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or override consumer rights or remedies that cannot legally be excluded or limited.

Where a provision of this policy conflicts with mandatory consumer law applicable to a particular transaction, the mandatory legal requirement will apply.

All remaining provisions will continue to apply to the fullest extent permitted by law.

CONTACT US

If you wish to request a return or have a question regarding a refund, please contact:

My Beautiful Sicily SRLS
Sicily, Italy

Email: asia@my-beautiful-sicily.com
Phone: +39 331 847 8472

Please include your order number when contacting us about an existing purchase.