Refund policy

Return & Refund Policy

Last updated: November 2025

Thank you for shopping with CANND. We want you to love every purchase — but if something isn’t right, you can easily register a return through your customer portal. Please read our policy below for details.

1. Returns

We accept returns on unused and unopened items within 14 days of delivery.
To be eligible for a return:

  • The item must be in its original packaging, sealed, and in the same condition that you received it.

  • The return must be registered in your CANND customer portal within the 14-day window.

Please note: For hygiene and safety reasons, opened or used products cannot be returned and therefore not refunded.

2. How to Register a Return

To start a return:

  1. Log in to your CANND customer portal.

  2. Go to your order history and select the item(s) you wish to return.

  3. Follow the steps to register your return request.

Once submitted, you’ll receive return instructions and the return shipping address through your portal or email confirmation.

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

3. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please register the issue immediately through your customer portal.
Be sure to upload clear photos showing the problem. Once approved, we’ll arrange a replacement or full refund at no cost to you.

4. Refunds

After your returned item is received and inspected, you’ll be notified in your customer portal.
If approved, your refund will be processed to your original payment method within 5–10 business days (depending on your payment provider).

Shipping fees are non-refundable, except in cases of damaged, defective, or incorrect items.

5. Non-Returnable Items

We cannot accept returns for:

  • Opened or used items

  • Gift cards or promotional items

  • Sale or clearance items (unless damaged or defective)

6. Late or Missing Refunds

If your refund has been approved but not received after 10 business days, please check your payment provider or your customer portal for status updates.

7. Contact

For any technical issues with your customer portal, please reach out to us at:
📧 hello@itscannd.com