Shipping Policy (B2C)

Order Placement

Orders can be placed through our websites at www.kandes.ch. Please ensure all information provided is accurate to avoid processing delays.

Order Confirmation

You will receive an initial Order Confirmation email upon placing an order, confirming receipt but not acceptance. Once your order is accepted and processing begins, you will receive an Fulfillment Confirmation email. After this point, cancellation is no longer possible, except as outlined in our Cancellation Policy.

Delivery Time

Estimated delivery times are provided at the time of fulfillment confirmation.

While we aim to meet these estimates, delays may occur. Please note that delivery times are not binding, and the Company cannot be held liable for any delays. If delivery is delayed, you will be informed accordingly, but this does not entitle you to cancel the order.

For deliveries to Switzerland: typical Handling time varies from 2-4 working days (Monday to Friday). Transit time varies from 5-8 working days (Monday to Friday).

Delivery Methods

We use reputable carriers for all deliveries ( (such as SwissPost, GSL, UPS, DHL, Rhemus, GEL, DHL Freight, UPS Freight), and tracking information will be provided where available. Shipping is available to locations within Switzerland (CH). For shipments to other markets, please contact our customer service. 

Shipping Costs

Shipping is quoted per order, based on shipment size, destination, and delivery timeline. Your shipping cost is confirmed together with your product quote before the order is finalised.

For markets outside of Switzerland, different shipping terms may apply. 

Samples

Samples (quarter-panel cuts) can be purchased directly online at CHF 9 per standard sample and CHF 3 per INCA tile. Sample shipping is a single flat fee based on the total weight of the samples in your order, shown at checkout:

• CHF 4 — up to 0.45 kg
• CHF 7 — 0.46 to 1.45 kg
• CHF 14 — 1.46 to 3.55 kg
• CHF 20 — 3.56 to 5.65 kg

A maximum of 8 samples can be ordered per order. For larger sample requests, please contact our customer service. For private customers, both the sample price and the sample shipping are credited toward your first panel order.

Customs, VAT, and Duty Fees

• Switzerland (CH): Quoted prices for Switzerland include VAT. No additional customs or duty fees will be charged.

• Markets Outside CH: For customers outside Switzerland, additional customs duties and taxes may apply, which are the customer’s responsibility. Contact our customer service for detailed shipping quotes and price indications.

Damage and Visible Defects

Upon receiving your order, please inspect the items for any visible defects or damages. Any issues must be reported to us within five (5) business days, along with photographic evidence. We will verify the claim and arrange for a replacement or refund within 14 days upon receiving the returned goods.

Damage and Partial Loss in Transit

If products are damaged or partially lost during transit, you must report the issue within five (5) business days, providing detailed information and pictures. We will assess the claim and arrange for a replacement or compensation, depending on the situation.

Risk and Ownership

Ownership of the products transfers to the customer upon full payment, while the risk of loss or damage passes to you once the products are physically delivered to the specified address.

Pick-up Option

Customers may arrange to pick up orders directly from our warehouse by appointment. Please note that storage fees may apply if goods are not collected within the agreed timeframe.

International Shipping

For customers outside of Switzerland, international duties and taxes are calculated separately and are the responsibility of the customer. Please ensure you are aware of any potential additional costs before placing your order. Contact our customer service for a detailed quote.

For further details on modifications, cancellations, and returns, please refer to our full terms and conditions.

 

 

Shipping Policy (B2B)

 

Delivery Time

Estimated delivery times will be communicated upon Fulfillment confirmation.

For deliveries to Switzerland: typical Handling time varies from 2-4 working days (Monday to Friday). Transit time varies from 5-8 working days (Monday to Friday).

These lead times are indicative and non-binding. The Company strives to meet these timelines but cannot be held liable for any delays due to unforeseen circumstances or public holidays. If delivery times change, the Purchaser will be notified promptly.

Delivery Methods & Shipping Costs

Products are delivered via carriers chosen by the Company, unless otherwise agreed. We use carriers such as SwissPost, GSL, UPS, DHL, Rhemus, GEL, DHL Freight, UPS Freight.

Shipping is quoted per order, based on shipment size, destination, and delivery timeline. Your shipping cost is confirmed together with your quote before the order is finalised.

Samples

Samples and sample shipping are complimentary for trade customers.

For shipments to other markets, different delivery costs will apply and will vary depending on the destination. These costs will be communicated prior to order confirmation.

The Purchaser is responsible for ensuring that the delivery location is accessible. Any additional handling, storage, or transport costs arising due to access issues will be charged to the Purchaser.

Customs and Duty Fees

For shipments to Switzerland (CH), the Company handles all necessary customs documentation and duty fees, which are included in the price. No additional customs or duty fees will be charged for these regions.

For shipments outside of Switzerland, customs duties, taxes, and additional fees may apply, which will be the Purchaser's responsibility. These costs will be calculated separately, and the Purchaser will be informed prior to order confirmation. The Purchaser is responsible for providing any necessary information required for customs clearance in these markets.

Damage and Visible Defects

Upon receiving the Products, the Purchaser must inspect them for any visible defects or errors. Any issues must be reported within five (5) business days of delivery, accompanied by photographs and a detailed description. The Company will verify the claim and provide a replacement or refund as appropriate.

Damage and Partial Loss During Transit

If the Products are damaged or partially lost during transit, the Purchaser must notify the Company immediately upon discovery, and no later than five (5) business days after delivery. Detailed information and photos of the damage must be provided. The Company will assess the situation and arrange for a replacement or compensation.

Late Delivery

In case of delivery delays, the Company will notify the Purchaser as soon as possible. Delays do not constitute grounds for cancellation of the order, and the Company will not be held liable for any delay in delivery.

Pick-up Option

With prior approval, the Purchaser may arrange to pick up Products from the Company’s warehouse during business hours, excluding holidays. If the Purchaser or their carrier fails to collect the Products on the agreed date, the Company will store the Products for up to one (1) month, with storage fees ranging from 15 to 35 CHF per cubic meter per day. After this period, the Company reserves the right to cancel the order at the Purchaser's expense.

Transfer of Ownership and Risk

Ownership of the Products transfers to the Purchaser only upon full payment of the invoice. The risk of loss or damage to the Products passes to the Purchaser once they are delivered according to Delivered at Place (DAP Incoterms 2020) or any other agreed-upon delivery terms.

The Purchaser is responsible for any damage occurring during unloading after delivery.

For further details, please refer to our full terms and conditions.