Returns, Refunds and Exchanges｜CantoMore
Effective from
For incorrect, missing, damaged, defective or misdescribed goods, or goods unfit for their ordinary purpose or a particular purpose made known to us, contact [email protected]. We assess quality issues and failure to meet an agreed essential delivery deadline and arrange appropriate remedies. Your statutory rights are preserved.
1. Making a request
Please inspect items on receipt. To assist investigation, we suggest reporting visible delivery, incorrect or missing-item issues within 48 hours and functional issues within 7 days. These suggested periods do not prevent requests for problems reasonably discovered later.
Provide purchase details, a description of the issue and any available photos or evidence. An unboxing video is not required. Defects found through reasonable use may be reported after opening or use, including where the original packaging is unavailable.
2. Resolution and returns
We arrange refunds, replacements, delivery of missing items or other remedies according to the issue and your applicable rights. Partial refunds and substitute products require your agreement. We cover reasonable necessary return or replacement delivery costs for errors, defects or misdescription for which we are responsible.
Before returning an item, contact us to confirm the address, shipping method and a reasonable return period. Keep the item and available evidence in suitable condition. We also assist with issues involving delivery arranged by us.
3. Refund and exchange timing
Where inspection is needed, we normally complete inspection and refund or exchange arrangements within 2–3 weeks of receiving the item, or sooner where required by law. We explain any additional time and provide progress updates. Refunds use the original payment method or an agreed traceable method. Banks and payment providers may need additional processing time.
Refunds cover the amount paid for the affected goods and applicable refundable charges. We do not charge administration fees for issues for which we are responsible or replace a refund due by law with store credit.
4. Change of mind and special items
Unless the product page states otherwise or the law requires it, we generally do not accept returns solely for change of mind or choosing the wrong size or style. Discretionary returns are agreed with clear conditions on item condition, packaging, timing and delivery costs. Custom, unsealed hygiene-sensitive or limited items may have additional restrictions. Defect and misdescription claims are assessed separately from change-of-mind conditions.
Questions or privacy requests: [email protected]