Refund Policy

Effective date: January 28, 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
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.

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.
 

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 legal right of withdrawal, we offer a 30-day voluntary return window, counted from the day the item is delivered.

To be eligible, 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

We do not accept returns for:

  • personalized or customized items,

  • underwear and socks,

  • items returned used, damaged, or without original labels or tags.

If a product is non-returnable due to brand or product-category restrictions, this will be clearly indicated on the product page before purchase.

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 (optional, but helpful).

If your return request is approved, we will provide:

  • the return address, and

  • return instructions.

Where available, we may offer a return shipping label.

Return shipping fees

You may either:

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

5) Refunds

Once the returned item is received and inspected, refunds are typically processed within 3–7 business days 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 approved returns: the item price, and

  • for EU withdrawal cases: the standard delivery cost, where applicable (see Section 1).

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 to us 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 is returned, minus any outbound shipping costs and 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 EU consumer protection laws.