Return, Replacement, Refund, Warranty and Claims Policy

It is the Customer’s responsibility to check the status of the goods at the time of delivery within a reasonable period of time. Otherwise, after 8 days from the receipt of the shipment or from the collection at the stores, the goods are considered accepted by the customer, without any reservation.

Any complaints related to defective goods and/or incomplete services, as well as returns, must be immediately presented by the Customer directly to CANDYCOLORS by email to

Conditions for return

Except for specific conditions, the customer can exercise the right of return.

It is up to the Customer to verify the goods upon receipt and communicate any defects or differences respect to his order.

It is possible to return or replace the purchased goods by presenting the proof of purchase. Can be return or replace only unused, clean and undamaged goods, intact and still with the original label and packaging. Items that are not intact, dirty or have suffered damage attributable to the customer generally are not accepted.

The legal conditions are in accordance with the art. 201 CO. Returns are possible within 7 days of receipt of the order or collection at the stores. If the customer cannot present the confirmation of receipt, the 7-day period starts from the order delivery.

In case of return of the goods, the shipping costs as well as all the delivery risks are on the customer.

The package, containing the goods to be returned, must be sent to the following address:
Altalena Sa
Candy Colors – Return
Via Pretorio, 11
CH – 6900 Lugano

In the case of free returns at a CANDYCOLORS sales point, the goods must be presented to the respective customer service, provided with a delivery note or order confirmation. Please note that the reimbursement will be made in the same way which the purchase payment has been done and therefore cannot take made by cash.

Once the goods have been received, CANDYCOLORS verifies the returned items and decides, whether to make the full, partial or non-refundable refund, on dependence of the state of the goods. The refund will be made within 10 days of receipt.

The reimbursement concerns only the value of the returned goods. Any shipping costs incurred will not be refunded.


The ordered goods can be changed or replaced only in the CANDYCOLORS stores after receipt of the shipment or by post, with the charge of the shipping costs to the customer. The goods can be changed only if not used, clean, without damage and in the original packaging. For the goods replacement one should go to the counter of the reference department in the CANDYCOLORS store. The replacements are possible within 7 days from receipt of the order or from collection at the stores. If the customer cannot present the confirmation of receipt, the 7-day period starts from the order delivery date.

If the supplied goods are damaged, please proceed as for the returns.


Warranty services must be dealt with at the CANDYCOLORS sales point, at the counter of the department in charge, or there should be opened a practice by sending an e-mail to

The sales invoice is required for the warranty request.

The warranty replacement or repair does not involve any extension of the original warranty period.

Contacts / Customer Service

Our customer service is always happy to be at your service

By phone: +41 91 921 20 86
By e-mail:

Altalena Sa – Candy Colors
Via Pretorio 11, CH-6900 Lugano