Product Shipping and Return Policy
Effective Date: 1 January 2025
Last Updated: 1 January 2026
This Shipping and Return Policy describes the terms applicable to order processing, shipping, returns, replacements, and refunds for products purchased through https://candhliving.com ("Website"), owned and operated by C&H S.R.L.(VAT: 11567950966).
1. Shipping Policy
1.1 Order Processing
Orders are usually processed within 1 business day after payment has been successfully received and verified. Orders are not processed or shipped on weekends or public holidays unless otherwise stated.
After your order has been shipped, tracking information will be provided by email or through your order page where available.
1.2 Estimated Delivery Time
Estimated delivery times are provided for general reference only and may vary depending on destination, customs clearance, logistics providers, weather conditions, and other operational factors.
We are not responsible for delays or failures caused by events beyond our reasonable control, including customs inspections, transportation disruptions, natural disasters, labor disputes, governmental actions, or force majeure events.
1.3 Shipping Fees and Import Charges
Shipping fees, if applicable, will be displayed at checkout before the order is completed. For international orders, customs duties, import taxes, or handling fees may be charged by the destination country. These fees are the responsibility of the customer unless otherwise stated.
If an international order is returned due to the customer’s failure to pay customs duties or import taxes, refusal to accept the package, or customs clearance failure not caused by us, the customer shall be responsible for any return shipping fees, customs charges, storage fees, or related costs incurred.
Customers are responsible for ensuring that products purchased through the Website may be lawfully imported, possessed, and used in their destination country. We shall not be responsible for import restrictions, permits, regulatory requirements, or prohibitions imposed by local authorities.
1.4 Shipping Information
Customers are responsible for providing accurate and complete shipping information. If an order cannot be delivered due to an incorrect or incomplete address, the customer may be responsible for any additional shipping or re-delivery costs.
1.5 Failed Delivery Attempts
If a shipment cannot be delivered due to customer unavailability, refusal to accept delivery, inaccurate shipping information, or failure to collect the shipment from the designated carrier, additional shipping, storage, or re-delivery charges may apply.
2. Return and Refund Policy
2.1 Return Window
Customers may request a return or refund within 14 calendar days from the date of delivery or receipt of the product, unless otherwise specified on the Website.
2.2 Eligible Return or Refund Situations
Returns or refunds may be accepted in the following situations:
① The item received is damaged or defective.
② The wrong item was delivered.
③ The item is materially different from the product deion.
④ The order cannot be fulfilled or shipped by us.
2.3 Return Conditions
To be eligible for a return, the item should be returned in reasonably original and resalable condition together with the original packaging, accessories, manuals, and related materials where applicable, unless the return is due to damage, defects, incorrect shipment, or our error.
2.4 Non-Refundable Situations
Returns or refunds may not be accepted in the following situations:
① The item has been used, washed, altered, damaged, or is no longer in its original condition.
② The item is damaged due to misuse, improper handling, or normal wear and tear.
③ The product is missing original packaging, accessories, or manuals where applicable.
④ The product is personalized, customized, or made to order.
⑤ The refund request is made outside the stated return period.
Returns or refunds for change-of-mind purchases may not be accepted once the order has been processed or shipped, unless otherwise required by applicable law.
Customized, special-order, digital, or other items specified as non-returnable on the Website may not be eligible for return or refund.
Product images and colors displayed on the Website may vary slightly due to screen settings, lighting conditions, or manufacturing variations.
2.5 How to Request a Return or Refund
To request a return, refund, or replacement, please contact our customer support team and provide the following information:
① Your full name
② Order number
③ A clear deion of the issue
④ Photos or video evidence, if applicable
Once we receive your request, we will review the case and provide further instructions. If the return is caused by our error, such as a damaged, defective, or incorrect item, we may cover the return shipping cost or provide an appropriate solution. Where appropriate, we may offer a replacement or exchange instead of a refund.
Replacement products are subject to stock availability and may be substituted with equivalent products where appropriate.
Once the returned item has been received and inspected, or once the refund case has been approved, we will notify you of the result. Approved refunds are generally processed to the original payment method within 7-14 calendar days, depending on the payment provider and banking system.
Customers are encouraged to contact our customer support team before initiating any payment dispute or chargeback request.
We reserve the right to investigate disputed transactions and may request supporting information before processing any chargeback-related claim.
2.6 Refund Processing
Returned products may be inspected before a refund, replacement, or exchange is approved.
Approved refunds are generally processed within 7-14 calendar days after confirmation. Actual refund completion times may vary depending on the payment provider, banking institution, card issuer, or applicable financial processing systems.
Original shipping fees, customs duties, taxes, or other non-refundable charges may not be refundable unless the return is caused by our error or required by applicable law.
Refund processing times may be delayed due to circumstances beyond our reasonable control.
We reserve the right to reject refund or return requests that do not comply with this Policy or where abuse, fraud, or suspicious activity is suspected.
In certain circumstances, partial refunds may be granted where only part of an order is returned, damaged, unavailable, or otherwise eligible for refund.
2.7 Lost or Damaged Packages
If your package is lost or arrives damaged, please contact us within 7 business days from the expected delivery date or the date of receipt. We will review the case and provide appropriate assistance at our discretion.
3. Governing Law
This Policy shall be governed by and interpreted in accordance with the laws of Italy
4. Policy Updates
We reserve the right to modify or update this Policy at any time. Any changes will become effective upon publication on the Website.
5.Contact Information
If you have any questions about shipping, returns, refunds, or replacements, please contact us:
C&H S.R.L.
VAT No.: 11567950966
REA Milano: MI-2612117
Address:
· Via Pinturicchio 5
· 20133 Milano (MI)
· Italy
Website: https://candhliving.com/
Email: support@candhliving.com