Returns & Refunds Policy
RETURN & REFUND POLICY TEMPLATE
Return and Refund Policy
Scope and Purpose
This Return and Refund Policy applies to all purchases made through theSirano Store website.
Contact Information
For questions regarding returns and refunds, please contact our customer service team via:
Email: siranostorehelp@gmail.com
Return Window
Customers in Europe have the right to cancel their purchase and return the product within 14 days from the delivery date, without providing any reason.
Return Instructions
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Return notification: To initiate a return, please contact our customer service team at siranostorehelp@gmail.com with your order number and a detailed reason for the return.
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Return authorisation: After reviewing your return request, we will provide detailed instructions and, where applicable, a prepaid return label.
Packaging and Shipping
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Securely pack the item in its original packaging, with all labels and tags still attached.
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Include the return authorisation form and any required supporting documents or images.
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Download and print the return label using the link provided in our email.
Return Costs
For defective products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or has any other defect.
In the case of customer change of mind: The actual return shipping cost will be charged to the customer. This applies when the customer purchased the wrong product, the item does not fit, or the customer no longer wants the item.
Specific Return and Refund Conditions
Returns due to change of mind: If you change your mind after purchase, you may return the product within 14 days from the delivery date, provided it is unused, undamaged, and in its original packaging.
Defective products: If you receive a defective product, please contact our customer service team immediately for instructions.Sirano Store will cover the return shipping costs and provide either a replacement product or a refund.
Damaged products: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
Incorrect product received: If you receive an incorrect product, please contact us and we will arrange the return shipping costs and ensure you receive the correct item.
Product never arrived: If your product never arrived, please contact us so we can initiate an investigation with the carrier. If the product cannot be located, we will offer a full refund or a replacement product.
Cancellation after ordering: You may cancel your order before it is dispatched. If the order has already been shipped, please follow the return procedure after receiving the product.
Policy for Damaged or Defective Products
Upon receiving a damaged or defective product, please contact our customer service team within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, arrange a replacement or a full refund.
Policy for Non-Damaged Products
If you change your mind, you may return the unused and undamaged product within 30 days from the delivery date. Please ensure it is in the original packaging.
Timelines
Return deadline: Returns must be reported and sent within 14 days of receiving the product.
Return processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
Refund conditions: The refund will be approved if the product is intact, unused, and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
Refund period: After return approval, it may take up to 7 business days for the refund to be processed to the original payment method.
Refund methods: Refunds are issued to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned:
Personalised or customised items
Hygiene products such as socks and underwear, unless unopened and unused
Shipping Method and Costs
Shipping method: DHL with tracking
Restocking fees: £0
Legal Rights
This policy does not affect any applicable statutory rights.
Questions?
Please visit our FAQ page or contact our customer service team.
Sirano Store
Email: siranostorehelp@gmail.com
Customer service: Monday to Friday, from 9:00 am to 10:00 pm.