Complaints and right of withdrawal

Complaints and right of withdrawal


Any complaint must be forwarded to SIALOR by email to the e-mail address within 5 business days of the delivery of the Products.

In the case of Products recognized as defective, you are entitled to a refund or replacement of the non-compliant Product. Any further liability, in any capacity, of SIALOR is excluded.

The Customer waives all rights if you do not report the compliance defect to SIALOR within two months of the date the defect was discovered.

In the event of a compliance defect, you may ask without charge under the following conditions, the replacement of the purchased asset, a reduction in the purchase price or the termination of this contract, unless the request is found to be objectively impossible to satisfy or be excessively burdensome for SIALOR under art. 130, paragraph 4, of the Consumer Code.

The request must be sent in written form, by means of recommended A.R., to SIALOR or half PEC , which will indicate its willingness to comply with the request, that is, the reasons that prevent it from doing so, within 7 working days of receipt. In the same communication, if SIALOR has accepted the customer's request, it must indicate how the property will be shipped or returned, as well as the deadline for the return or replacement of the defective property, which cannot be lower than 10 working day

s. In this case, the Customer must send the Product, with a traceable shipment at their own expense, which will then be reimbursed by SIALOR, at:

Station Avenue, 6
26268 – Orio Litta (LO), Italy

For the purposes of these General Terms of Sale, it is assumed that the Products are compliant with the contract if:

  • are suitable for use which are usually served goods of the same type;
  • comply with the description made by SIALOR;
  • present the usual qualities and performance of an asset of the same type, which the Customer can reasonably expect, given the nature of the Product and the statements of the specific characteristics made by SIALOR.

SIALOR cannot be held liable for the consequences of a product that claims to be defective if the alleged defect is due to the product's compliance with an imperative legal rule or a binding measure or if the status of the scientific and technical knowledge, at the time the manufacturer put the product into circulation, it was not yet possible to consider the defective product.

Right of withdrawal

In accordance with art. 52 of the D.lgs. no.206 of 2005 the customer has a deadline of 14 (fourteen) days to withdraw from the contract.

The deadline for the right of withdrawal ends after 14 (fourteen) days, starting from the day the Customer acquires physical possession of the Products.

In order to exercise the right of withdrawal, you must send a notice to SIALOR within 14 days of the date of receipt of the Products, by email to the e-mail address:

SIALOR refunds the payments received by the Customer without due delay and in any case within fourteen days of the day on which he receives the notice of withdrawal of the Customer, remaining the right of SIALOR to withhold the refund until the actual receipt Products, under art. 56, paragraph 3 of the D.lgs. # 206 of 2005, using the same means of payment used by the Customer for the initial transaction.

The item subject to withdrawal must be returned at the customer's expense with subsequent refund against SIALOR at:

Station Avenue, 6
26863 – Orio Litta (LO), Italy

Dispute settlement and applicable law

If the Parties wish to take the case to the ordinary judicial authority, the relevant forum is that of the Consumer's place of residence or elective residence, which is ineligible under art. 33, paragraph 2. u) of the d.lgs. 206/2005, for all other cases, the Milan Forum is exclusively responsible.

The sales contract between SIALOR and the Customer is understood to have been concluded in Italy and is regulated by Italian law.

All purchases of Products made through the site by users who access them as consumers are regulated by the Consumer Code (D.L. Section 206/2005) Section II Distance Contracts (Art. 50-67) and e-commerce rules (D.L. 70/2003) as well as in general by Italian law.


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