We value your experience and want you to feel good about every purchase you make. While our products are crafted with care, we understand that sometimes things may not go as expected. This policy outlines our approach to returns, exchanges, and refunds.

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1. Change of Mind

We completely understand—sometimes things just don’t feel quite right.
While we do not offer refunds in cases of change of mind, we’re happy to provide:

• An exchange, or

• A store credit* to help you find something more suitable.

Please note:
We are only able to offer full refunds in cases where:

• The item is damaged during shipping, or

• The product is defective or incorrect.

*Store credit will reflect the amount you paid for the item. If a discount code was used, the discounted price will be credited. Shipping charges are not included in the store credit.

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2. Damaged or Incorrect Orders

We’re truly sorry if your order didn’t arrive as expected. If your item is damaged or incorrect, we’ll make it right.

Please contact us at hello@candouroncanvas.com within 48 hours of delivery with:

• Your order number

• Clear photographs of the issue

Once verified, we’ll arrange a return pickup and dispatch a replacement as soon as we receive the original item.

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3. Return Shipping

If your product is damaged or incorrect, we’ll cover the return shipping. There are no extra charges to return a faulty item.

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4. Order Cancellations

We’re unable to cancel orders once they have been shipped.
However, you may be eligible for a full refund if:

• Your shipping address is outside our serviceable areas

• Your order hasn’t shipped within 2 business days of being placed (unless marked pre-order)

Refunds, if applicable, are processed within 7–10 business days.

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5. Refunds Not Applicable

While we try our best to accommodate, refunds cannot be provided in the following cases:

• Incomplete or incorrect delivery address was provided

• The recipient was unavailable at the time of delivery

• The package was refused

• The returned item is not in its original condition

If a delivery attempt fails, we will reattempt once. If the second attempt is unsuccessful, the order will be marked as cancelled without refund.

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6. Customised & COD Orders

Please note that customised and personalised items are made just for you and as such, returns, exchanges, and Cash on Delivery (COD) are not applicable on these products.

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For any additional queries, please reach out to us at candouroncanvas@gmail.com.