If your product arrives damaged, you are entitled to either a full refund or a free replacement for the affected item. Please note that refunds or replacements apply only to the damaged product(s), not the entire order.

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Minor wear and tear to outer packaging or cartons may occur during transit and is considered normal. Candella Fabrica does not offer replacements or refunds unless the product itself is damaged. Once your order has been dispatched and handed over to our trusted couriers, responsibility for the package transfers to the courier service.

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While we take every care to ensure your parcel arrives safely, occasional issues can occur. If your order arrives damaged, please contact us promptly so we can guide you through the claims process. We will assist you in lodging a claim under the courier’s coverage policy and arrange a replacement or refund as appropriate.

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The damage claim is made within 2 days of the parcel being delivered. Here’s how you claim cover for a damaged parcel:

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PHOTO EVIDENCE
You must provide some photos to include:

A. The packaging, 
B. The parcel label (clearly showing the reference number),
C. And the damaged item.

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EXAMPLE