Returns and Exchanges Policy

Returns & Exchanges

Effective date: 12 June 2026

Right of withdrawal (14 days)
Under EU Directives 2011/83 and 2023/2673, you have a 14-day right of withdrawal from the day you (or a third party other than the carrier indicated by you) receive your order. You do not need to give a reason.

How to exercise your right of withdrawal
The easiest way is to use our withdrawal form:
- Withdrawal form: citall.store/pages/ångerrätt (automatic confirmation by email)
- Alternative: email citallshop@gmail.com with your order number and the items you wish to return. We may ask for supporting evidence (e.g., photos or video) where relevant for damage or defect claims.

After notifying us
1) We reply with shipping instructions.
2) Ship the item(s) within 14 days of notifying us, using a trackable service. Email us the tracking number.
3) We process the refund within 14 days of receiving your withdrawal notification, but we may withhold the refund until we have received the goods back or you have supplied proof of return shipment, whichever is the earliest.

Return address (mandatory for any refund)
C it all
Göstorpsvägen 128b
312 92 Laholm
Halland
Sweden

Important: Returns sent anywhere else (e.g., back to a supplier or unknown warehouse) are not eligible for a refund. We do not receive those packages and cannot process them.

Condition of returned items
- Items must be unused and in resellable condition with original tags and packaging.
- You are responsible for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
- Pack securely so neither the product nor branded packaging is damaged in transit.
- Use a trackable service and keep proof of postage. Returns damaged in transit or without proof of postage may be rejected.

Who pays for return shipping?
- The customer pays the direct cost of return shipping when exercising the right of withdrawal, unless the item is defective, damaged on arrival, or we shipped the wrong product.
- This is in accordance with EU consumer law and is disclosed to you here prior to purchase, in compliance with EU Directive 2011/83 Art. 6.

Exclusions (non-returnable, as permitted by EU Directive 2011/83 Art. 16)
- Custom-made or personalised items
- Perishable goods
- Sealed goods which are not suitable for return for health protection or hygiene reasons, if unsealed after delivery (e.g., cosmetics, underwear, body jewellery)
- Sealed audio, video, or computer software which were unsealed after delivery
- Newspapers, periodicals, and magazines
- Digital content not supplied on a tangible medium if performance has begun with your prior express consent

Damaged/defective or wrong item received
- Contact us promptly with photos/video of the issue and outer packaging.
- We will offer a replacement or a full refund. If no replacement is available and you do not accept an alternative, we will process a full refund. These rights apply in addition to your right of withdrawal.

Refused or uncollected parcels
- If you wish to refuse a parcel as part of exercising your right of withdrawal, notify us first via the withdrawal form or email.
- Without prior withdrawal notification, parcels refused at delivery, uncollected from pickup points, or returned due to customer inaction/incorrect address may result in deductions for shipping and handling costs we have actually incurred. Your statutory right of withdrawal to the product cost is unaffected.
- If a parcel returns to a supplier or carrier facility we do not control, we cannot refund because we do not receive the item.
- We can reship once upon request after you pay the reshipping fee and provide a correct, complete address (subject to stock and carrier policies).

Incorrect address
- Please ensure accurate address details. We are not responsible for failed deliveries caused by incorrect or incomplete information provided by the customer.

Anti-fraud safeguards
- We may require photos/video, serial/label checks, and/or proof of destruction for DOA items before issuing replacements/refunds.
- All returns are inspected. Tampering, missing parts, signs of use beyond inspection, or abuse void eligibility.
- Claims that conflict with carrier scans or delivery confirmations may be rejected.
- These safeguards do not affect your statutory right of withdrawal.

Need help?
C it all Customer Service
citallshop@gmail.com