Returns & Withdrawal
Last updated: June 2025
When you can request a return
We accept returns exclusively for goods received damaged, defective, or spoiled. The right of
withdrawal for intact products does not apply to product categories excluded under Art. 59 of
Legislative Decree 206/2005 (Italian Consumer Code) and applicable EU Directives.
How to request a return
To initiate a return, contact our customer service within 14 days of receiving the goods by
writing to:
info@shahwan.it
Please include: your order number, a description of the damage, and photographs of the product
and packaging. Our customer service team will respond within 3 business days and, if the
request is accepted, will send you a prepaid return shipping label.
Return shipping
Please use only the shipping label provided by shahwan.it. Returns sent with a different carrier
or at the customer’s expense will not be reimbursed. The product must be returned in its original
packaging, or in packaging adequate to protect it during transit.
Refund
A full refund of the amount paid (including any original shipping costs) will be issued within 14
days of receipt of the returned goods, using the same payment method as the original order.
Applicable law
This policy is drafted in compliance with Legislative Decree 206/2005 (Italian Consumer Code)
and EU Directive 2019/771 on contracts for the sale of goods. EU consumers benefit from the
protections afforded by the law of their country of residence, where more favourable.
Alternative dispute resolution (ODR): EU consumers may access the European Commission’s online dispute
resolution platform at ec.europa.eu/consumers/odr
