Any products you buy from www.shop.sitecna.com may be returned within 15 days after receiving the order, if they show signs of a manufacturing defect, validated by our quality department. To make a return, the customer must contact SITECNA by sending an email to sitecna@sitecna.com, indicating the reason for the complaint.

Complaints about products may only be accepted when made within 15 days as from the date of the delivery note and must mention the product batch number so as to facilitate diagnosis of the causes of the problem (for this purpose you should attach the detachable part of the packaging label to the complaint).

Complaints about transport irregularities should be made immediately on the 2nd copy of the document that accompanies the goods.

Costs of easily tracked transport of returns are borne by the customer. Products that go missing during the return will not be reimbursed.

SITECNA undertakes to reimburse the customer within 15 days as from the date of receiving the returned product. Reimbursement is made to the customer’s account or bank account (by bank transfer). The amount that has been paid with a customer account (credit) can only be reimbursed to the customer account.

The value of the reimbursement does not include shipping fees.

In the case of exchanges, where the responsibility lies with SITECNA, the costs inherent to the return are the responsibility of the latter.

Address for returns:

Sitecna - Soluções Técnicas e de Embalagem, S.A.

Estrada do Pêro Neto

No. 87 - 2430-403 Marinha Grande | Portugal

In the case of a consumer dispute, the consumer can use the European online dispute resolution platform at https://webgate.ec.europa.eu/odr

For further information on the platform, go to http://cec.consumidor.pt/topicos1/resolucao-de-conflitos-/resolucao-de-conflitos-em-linha

To learn about the registered Alternative Consumer Dispute Resolution entities, go to the Consumer Portal at www.consumidor.pt

The consumer can also access the electronic complaints book platform, available at www.livroreclamacoes.pt