Returns and refunds
RETURN POLICY - Online Shopping Exclusive
Our main objective is the satisfaction of our customers; that's why we accept returns during the first 30 days after you receive your purchase; as long as the product has not been used and it is the first time you request a return for that purchase.
Our policy lasts for 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.
Items for return must be attached to our Returns Policy:
Items must be returned unworn, unwashed, undamaged, with their tags still attached (uncut), and in their original packaging.
Shoes and accessories must be returned in their original boxes and protective bags of the brand.
When trying on a product, please be careful not to step on it and not to damage the brand box.
If the item has any KANAUS or brand tags attached, they must be in their original position and not cut.
We will not accept returns of items that have been worn or stained.
Jewelry must be returned in the same condition in which it was received, including the branded package and the documents provided with it.
The shipping cost will be borne by us only under these conditions:
Item that does not correspond to the original order (another color, another size, another product)
Please be careful when trying on your pieces, as if you wish to return them, they must be in the same condition in which you received them. If the return does not comply with our policies, it will not be accepted.
Additional non-refundable products:
* Gift cards
* Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Refunds (where applicable)
Once your return is received and inspected, we will send an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will be automatically applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (where applicable)
If you still haven't received your refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next step, contact your bank. It often takes some time before your refund is posted.
If you have followed all these steps and still have not received your refund, please contact us at email@example.com
Sale items (where applicable)
Only regular priced items will be refunded, unfortunately sale items cannot be refunded.
Exchanges (where applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, send us an email to firstname.lastname@example.org and send the item to: Sacaton Trl, Frisco, TX 75035, EE. UU.
Attention: Manuel Beas.
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the item, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to give to you later, we'll send a refund to the gift giver and he'll find out about your return.
To return your product, you must send it to: Sacaton Trl, Frisco, TX 75035, EE. UU. Attention: Manuel Beas.
You will be responsible for the payment of the shipping costs for the return of the item, in case the item for which you want to make the change is of a higher cost, he must pay the difference and is subject to availability.
Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your return.
HOW TO MAKE A RETURN
REQUEST YOUR RETURN
To request the return of the product you purchased, contact our kanaus team, you can send us an email to email@example.com with the detailed information of your order.
PREPARE THE PRODUCT
Put the product in its original packaging, put it in the shipping box and protect it with paper or other soft material to prevent it from being damaged when it is sent back. Close the box with enough tape. Finally, print the shipping guide that you received in your mail and paste it on the outside of the box.
DELIVER THE PRODUCT IN THE PACKAGE
You must go to the DHL office closest to your home or wait for your order to be collected on the day indicated by our customer service team.
KANAUS QUALITY CONTROL
All products sent for return purposes to our Distribution Center go through a quality review process. If the product sent for return was used, damaged or does not match the product purchased, the return will not be accepted and the product will be returned to the sender.
Once we have the returned product in good condition, we will proceed to make the refund to the original form of payment and it will be reflected in your account statement in a period of 5 to 20 days.
We Protect Your Purchase!
We Protect Your Purchase!
At Kanaus, we want you to have the best experience, and it is very important to us that you are happy with your purchase. We have full confidence in the quality of our products, and this is reflected in our processes. If you are not 100% satisfied, we offer easy, fast, and free returns (for first-time customers), with up to 30 days to request a return upon delivery. You simply have to be subscribed to KanaUS Members Benefits, and keep your tags and products as you received them. To learn more, check out our return policies.
HOW TO MAKE A RETURN?
1. REQUEST YOUR RETURN
To request the return of the product you purchased, contact our Customer Service firstname.lastname@example.org with the detailed information of your order. Once we have the information of your return order and depending on the reason for your return, may or may not be approved.
2. PREPARE PRODUCT
Place the product in its original packaging, put it in the shipping box, and protect it with paper or other soft material to prevent it from being damaged during shipping. Close the box with sufficient tape. Finally, print the waybill you received in the mail and tape it to the outside of the box.
3. DELIVERING THE PRODUCT IN THE PACKAGE
You will have to go to the DHL store closest to your home, or wait for your order to be picked up on the day indicated by our customer service team.
4. KANAUS QUALITY CONTROL
All products sent for return to our Distribution Center undergo a quality review process. If the product sent for return was used, damaged, or does not match the product purchased, the return will not be accepted, and the product will be returned to the sender.
5. AUTHORIZED REFUND
Once we have the returned product, in good condition, we will proceed to refund the original form of payment, which will be reflected on your account statement within 5 to 20 days.
- 1. Select Your Product
- 2. Contact Us
- 3. Send Your Product