Refund Policy

Effective date: October 13, 2026

This Refund Policy applies to purchases made on canott.com and should be read together with our
Terms & Conditions
and
Shipping Policy.

Seller Information

Canott MB
Company code: 307644417
Registered address: Kalvarijų g. 192-54, Vilnius, Lithuania

Email: info@canott.com

1) Your EU Right of Withdrawal (14 days)

If you are an EU/EEA consumer, you have the right to withdraw from your purchase within
14 days from the day you, or a third party nominated by you (other than the carrier), receive the goods.

For orders delivered in multiple packages, the withdrawal period starts on the day you receive the
last item in the order.

How to exercise the right of withdrawal

To exercise your right of withdrawal, please email
info@canott.com
and include:

  • your order number, and
  • the item(s) you wish to return.

The withdrawal statement may be submitted in any clear form.
We will acknowledge receipt of your withdrawal notice by email.

After notifying us of your withdrawal, you must return the goods without undue delay and no later than
14 days from the day you informed us of your decision to withdraw.

Refund under withdrawal

If you withdraw within the 14-day period:

  • we will refund all payments received from you, including the item price and, where applicable,
    the least expensive standard delivery cost;

Any additional cost resulting from choosing a delivery option more expensive than our standard delivery is not refunded.

Refunds will be made no later than 14 days from the day we receive your withdrawal notice.

However, we may withhold the refund until we have received the returned goods or you have supplied evidence of having sent back the goods, whichever occurs first.

Partial returns

If you return only part of an order, the original delivery cost will normally not be refunded if the same delivery charge would have applied to the items you keep.


Any delivery costs that must be refunded under applicable consumer law will be reimbursed.

Return shipping cost (withdrawal)

Unless we explicitly state otherwise, the direct cost of return shipping is borne by the customer.

Where available, we may offer a return shipping label. If used, the return shipping cost may be deducted from your refund.

2) Our Voluntary Return Policy (30 days)

In addition to your statutory EU right of withdrawal, we offer a voluntary 30-day return window,
counted from the original order date.

This voluntary return policy does not limit or affect any statutory consumer rights,
including your 14-day EU right of withdrawal described in Section 1.

To be eligible under our voluntary return policy, the item must be:

  • unused and undamaged, and
  • returned in its original packaging, with all original labels and tags intact.

Some items may be subject to different return conditions, for example made-to-order items.
Any such conditions will be clearly stated on the product page before purchase.

3) Items That Cannot Be Returned

The following items may be excluded from return where permitted by applicable law:

  • personalized or customized items;
  • sealed goods which are not suitable for return for health protection or hygiene reasons,
    where the seal has been broken after delivery;
  • items which, under our voluntary 30-day return policy, are returned used, damaged,
    or without original labels, tags or packaging.

For statutory EU withdrawal rights, handling the goods beyond what is necessary to establish their nature,
characteristics and functioning may result in a reduction of the refund to reflect any diminished value.

If a product is non-returnable due to a specific legal exception or product-category restriction,
this will be clearly indicated on the product page before purchase where applicable.

4) How to Start a Return

To request a return, please email
info@canott.com
and include:

  • your order number,
  • the item(s) you wish to return, and
  • the reason for return, which is optional but helpful.

Once we receive your return request, we will provide:

  • the correct return address, which may vary depending on the product and fulfilment location; and
  • return instructions.

Where available, a return shipping label may be provided.
If a return label is used, the return shipping cost may be deducted from your refund.

Return shipping fees

You may either:

  • arrange your own return shipment, or
  • use our return label, if available, in which case the return shipping fee may be deducted from your refund.

5) Refunds

For statutory EU withdrawals, refunds will be made in accordance with Section 1 above.

For voluntary returns, refunds are typically processed within
3–7 business days
after the returned item has been received and inspected.

Refunds are made to the original payment method.
Please note that your bank or payment provider may take additional time to credit the refunded amount.

What is refunded

  • for eligible returns: the amount paid for the returned item; and
  • for EU withdrawal cases: the standard delivery cost where applicable, subject to Section 1 above.

If a discount or promotional code was applied to the order, the refund amount will reflect the actual amount paid for the returned item after the applicable discount.

6) Exchanges

We do not offer direct exchanges.

If you wish to receive a different size or item, please return the original item and place a new order.

The availability of items cannot be guaranteed.

7) Unclaimed Parcels / Failed Delivery

If a parcel is returned because:

  • it was not collected from the pick-up point within the carrier’s deadline; or
  • the delivery address provided was incorrect or incomplete,

we may process a refund once the parcel has been returned.
Any refund may be reduced by costs that we are legally entitled to recover,
including applicable carrier return charges.

If you still wish to receive the item, a new order must be placed.

Additional details may also be provided in our
Shipping Policy.

8) Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact
info@canott.com
as soon as possible and include:

  • your order number, and
  • photos of the item and its packaging.

We will offer a replacement, refund, or other appropriate solution in accordance with applicable EU consumer protection laws.