Returns & Refunds

Returns and Refunds – Full Policy

Cereria San Giacomo sas (Candele.it)
Last updated: 10/01/2024

1. Right of Withdrawal (purchases without VAT number)

Pursuant to Articles 52–59 of Legislative Decree 206/2005, the consumer customer (a natural person who purchases for non-professional purposes and without indicating a VAT number) may exercise the right of withdrawal within 10 working days of delivery of the goods, without having to provide any reason.

To exercise the right of withdrawal, it is necessary to send a communication to:
📧 servizioclienti@candele.it

Please note: the right of withdrawal does not apply to customers who purchase with a VAT number .

2. Effects of Withdrawal and Costs to be Paid by the Customer

  • The product must be returned intact , in its original packaging and complete with all its parts.

  • No labels or tape should be placed directly on the product packaging.

  • Return shipping is under the customer's full responsibility until delivery to our warehouse.

  • Cereria San Giacomo is not responsible for damage, theft, or loss of goods returned via uninsured shipments.

Return shipping costs

At the customer's expense , except in cases of defective products or shipping errors (see point 6).

The cost of the return will be calculated based on weight and location .

Reimbursement

The refund will be made within 14 days of receipt and verification of the goods, via:

  • credit card refund or

  • Bank Transfer (the customer must provide their IBAN).

3. Order Cancellation (payment by advance bank transfer)

If the customer cancels the order after shipment , he or she is still required to receive the goods and subsequently request their return.

The refund will be made net of :

  • of the outbound shipping and insurance costs,

  • shipping costs and return insurance.

If the customer refuses delivery, they will still be required to reimburse all shipping/insurance costs incurred for both shipping and return.

4. Order Cancellation (Cash on Delivery)

In case of cancellation after shipment:

  • the customer must still receive the goods ,

  • immediately request a return and a refund net of shipping costs.

If the customer refuses delivery:

  • will have to reimburse the shipping/insurance costs,

  • the stamp duty,

  • the costs of returning the goods.


Return Policy – ​​Waxes, Paraffins, and Candle Raw Materials

(integration to the general Return Policy)

5. Exclusions from the right of withdrawal

It is not possible to exercise the right of withdrawal for:

  • waxes, paraffins, fragrances, colorants or additives opened or partially used ;

  • products that can deteriorate rapidly or alter (sensitive to heat/humidity);

  • personalized or made-to-order items.

These standards guarantee hygiene, quality and batch traceability.

6. Returns of Waxes and Paraffins (intact products)

  • Return window: 14 days from delivery

  • Condition: Sealed, intact and undamaged packages

  • Costs: return costs are to be paid by the customer , unless we are mistaken

  • Refund: within 7 working days of product verification

Possible outcome: refund via the original method or purchase voucher.

7. Damaged or Non-Conforming Products (defective goods or shipping error)

In case of:

  • broken packages,

  • damaged packaging,

  • deformations or melting from heat,

  • incorrect article,

  • defective batch or obvious defects,

The customer must send a report within 24 hours with photos of:

  • external packaging,

  • shipping label,

  • internal packaging and product.

Responsibility for expenses

In case of non-compliant, damaged or incorrectly shipped product:
ALL shipping costs (round trip) are covered by Cereria San Giacomo.
The customer does not bear any costs.

Solution

To confirm the problem, the customer can choose:

  • free replacement , or

  • full refund (including initial shipping costs).

8. General conditions for accepting returns

For all returns:

  • Return in original packaging, complete with tags and accessories.

  • Appropriate external packaging to avoid damage.

  • Please include in the package: order number, name and reason for return.

  • Returns that do not meet the requirements may be refused or partially refunded.

9. How to request a return

Write to: servizioclienti@candele.it indicating:

  1. Order number and purchase date

  2. Product and quantity to be returned

  3. Reason for return

  4. Product/damage photo (if necessary)

The customer will receive detailed instructions and any RMA to include in the package.

10. Legal notes

This policy complies with:

  • Directive 2011/83/EU

  • Legislative Decree 206/2005 (Consumer Code) articles 52–59

In case of discrepancies, the official version of the Return Policy prevails.
For any inquiries: servizioclienti@candele.it