Refund policy
30-Day Return and Exchange Policy refers to the rule that customers have the right to request a return or exchange within thirty (30) days from the date of receiving the product, provided the item and its packaging remain intact and undamaged, and do not affect resale.
All sales are final. No refunds accepted. Items with significant factory defects are accepted for exchange within 48 hours from when the shipment is received. We reserve the right to refuse an exchange if the merchandise does not meet these criteria. Please allow 2-7 business days for refunds to process. Customers are responsible for return shipping costs incurred while sending merchandise back for exchange.
Return Process
Return Request
After receiving the product, customers must submit a return request within thirty (30) days and provide the reason for return.
Review
Upon receiving the request, we will review the product condition and the reason for return. If the request meets the return criteria, we will approve it and provide the return address, contact details, and instructions.
Return Shipment
Customers are required to ship the product back according to our guidelines. Shipping costs are the customer’s responsibility. When returning the item, ensure the product and all accessories are complete, and use a tracked shipping method to enable delivery tracking.
Inspection and Refund
After receiving the returned product, we will inspect it. If it meets the return conditions (undamaged and resalable), we will process the refund within the specified timeframe. Refunds will generally be issued via the original payment method. Processing times may vary depending on the payment method and bank procedures.
Important Notes
Product Condition
The product must remain in its original condition, including all accessories, brand labels, tags, and packaging. Returns may be denied if the item shows signs of use, damage, or significant packaging deterioration.If you receive a damaged product, you must report the issue within 48 hours of delivery. Claims filed after this period will not be honored.
Tag Removal Policy
To prevent fraudulent return or exchange attempts, once the product tag is removed, it signifies that the item has been inspected and accepted by the customer. In such cases, the product no longer qualifies for the thirty (30) return/exchange policy, and the return/exchange request will be denied.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We do not offer refunds for change of mind, incorrect sizing, or unwanted items.
Refunds will only be issued if:
The item is faulty, or
You have received the wrong item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return and Exchanges Deadline
Customers must submit the return request within thirty (30) calendar days starting from the day after the product delivery is confirmed. Late requests may be rejected.
You can always contact us for any return question at info@candrala.com.