Returns and Exchanges Policy

Returns & Exchanges

Right of withdrawal (14 days)
You have a 14‑day right of withdrawal from the day you receive your order. To start a return, you must email us your order number and the reason for the return. We may ask for supporting evidence (e.g., photos or video) where relevant.

How to start a return
1) Email citallshop@gmail.com with:
   - Order number
   - Item(s) you want to return
   - Reason for the return
2) We reply with instructions. You must ship to our return address below and email us the tracking number.
3) Ship the item(s) within 14 days of notifying us.

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.
- 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?
- Customer pays return shipping unless the item is defective, damaged on arrival, or we shipped the wrong product.

Exclusions (non‑returnable)
- Custom‑made or personalized items
- Perishable goods
- Items not suitable for return for health/hygiene reasons if unsealed (e.g., cosmetics, underwear, body jewelry)
- Opened audio/video recordings or computer software
- Newspapers and magazines

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.

Refused or uncollected parcels (no refunds)
- Orders refused at delivery, uncollected from pickup points, or returned due to customer inaction/incorrect address are not eligible for a product or shipping refund.
- 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.

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