Refund policy

The right of withdrawal is regulated by law if the customer-consumer (i.e. a natural person who purchases goods for purposes not related to their professional activity, or who does not make the purchase by indicating a VAT number in the order form) has the right to withdraw from the purchase contract for any reason. To exercise this right, the customer must send a communication to Cereria San Giacomo sas (Candele.it) within 10 business days starting from the date of delivery of the goods. This communication must be sent by email to the following address:

servizioclienti@candele.it

Please note: Customers purchasing with a VAT number may not exercise the right of withdrawal.

Late order cancellation with advance bank transfer payment.
If the cancellation occurs after the goods have been shipped, the customer will still be required to accept delivery of the goods and subsequently request authorization for the return. After the goods have been returned, a credit note will be issued and the customer will be refunded the amount paid, net of shipping and insurance costs for both the outbound shipment and the return. Even if the customer refuses delivery of the goods in order to avoid the subsequent return, they will still be required to reimburse Cereria San Giacomo for the shipping and insurance costs already incurred, as well as the shipping and insurance costs for the return of the goods by the courier.

Order with cash on delivery payment.
If a customer who has requested and obtained payment by cash on delivery cancels the order after the goods have been shipped, they will in any case be required to accept delivery of the goods, immediately request the return, and obtain a refund of the amount paid, net of shipping costs. Even if the customer refuses delivery of the goods in order to avoid the subsequent return, they will still be required to reimburse Cereria San Giacomo for the shipping and insurance costs, as well as the cash on delivery fees already incurred, in addition to the shipping and insurance costs for the return of the goods by the courier.

The right of withdrawal is in any case subject to the following conditions:

The purchased item must be intact and returned in its original packaging, complete in all its parts; in all cases, the application of labels or adhesive tape directly on the original product packaging must be avoided;

The shipment, until receipt is certified at our warehouse, is under the complete responsibility of the customer;

Cereria San Giacomo sas (Candele.it) shall not be liable in any way for damage or theft/loss of goods returned with uninsured shipments.

Without prejudice to any restoration costs for verified damage to the original packaging, Cereria San Giacomo sas (Candele.it) will refund the customer the full amount already paid within 14 days from the return of the goods, by reversing the amount charged to the Credit Card or by Bank Transfer. In the latter case, it will be the customer’s responsibility to promptly provide the bank details to which the refund should be made (IBAN code of the invoice holder).