Refund policy
European Union 14-Day Right of Withdrawal
If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise your right of withdrawal, please contact us at:
within 14 days after delivery of your order.
You must return the goods within 14 days after notifying us of your withdrawal.
Return Eligibility
To be eligible for a return, the item must:
- Be unused and unopened;
- Be in its original condition and packaging;
- Include all accessories and documentation;
- Be accompanied by proof of purchase.
Returns sent without prior authorization will not be accepted.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
- Opened or used gel polish products;
- Opened or used beauty and cosmetic products;
- Personalized or custom-made products;
- Gift cards;
- Clearance, final sale, or discounted items where permitted by law.
Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.
Return Shipping Costs
Unless the return is due to our error (such as receiving a defective, damaged, or incorrect item), customers are responsible for all return shipping costs.
We recommend using a trackable shipping service, as we are not responsible for returns lost during transit.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive:
- A damaged item;
- A defective item;
- An incorrect item;
please contact us within 7 days of delivery at sales@canni.com with photos of the issue.
If the claim is approved, we will provide an appropriate solution, including replacement, refund, or reimbursement of return shipping costs.
Exchanges
We do not offer direct exchanges.
To receive a different product, please return the eligible item and place a new order.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method within 14 days after:
- We receive the returned goods; or
- You provide proof that the goods have been returned,
whichever occurs first.
Your bank or payment provider may require additional processing time before the funds appear in your account.
Order Cancellation
Orders may be cancelled free of charge before they are fulfilled and shipped.
Once an order has been shipped, cancellation is no longer possible. Customers may instead request a return in accordance with this policy.
