Refund policy

Exchanges and Returns Policy

General Conditions

• Timeframe for Exchanges or Returns: You may request an exchange within 30 days from the purchase date.
• Refunds: We do not offer cash refunds. If the exchange is for an item of higher value, a store credit or voucher valid for 6 months will be issued.
• Product Condition: Products must be unused, in their original condition, with original packaging and tags intact. Exchanges or returns are not accepted for personalized or altered items.
• Proof of Purchase: A purchase receipt or payment confirmation is required to process any request.

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Exchange Process

1. In Physical Stores: Exchanges can be made directly at any of our physical stores by presenting the product and the proof of purchase.
2. Online Purchases: Please email orders@lacano.com.co with the following information:
   • Order number
   • Photos of the product
   • Reason for the exchange
   Our team will respond within 2 business days with further instructions.

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Returns

• Purchases in Physical Stores: Processed as store credit.
• Online Purchases: A store credit will be issued for use on our website.
• Shipping Costs: Shipping costs are non-refundable. The customer is responsible for return shipping costs, except in cases of order errors or defective products.

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Defective or Incorrect Products

• If you received a defective or incorrect product:
  1. Contact us immediately at orders@lacano.com.co.
  2. Include images of the product and your order number.
  If approved, we will cover the return shipping costs and send the correct product at no additional charge.

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Exceptions

• Exchanges or returns are not accepted for personalized, altered, or discounted items.
• Items damaged due to misuse, improper care, or natural wear are not eligible for exchanges or returns.

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European Union — Right of Withdrawal (EU Directive 2023/2673)

• If you are located in a European Union member state, you have the right to withdraw from your purchase without giving any reason, within 14 days from the date you received your order.

How to Exercise Your Right of Withdrawal

• Through your account (recommended): Log in to your customer account at international.canojewelry.com/account, go to your order, and click the "Request return" button. You can also access your account directly from the link in your order confirmation email.
• By email: Send a clear written statement to orders@lacano.com.co including your name, order number, and a statement of your decision to withdraw. You will receive an acknowledgment by email without delay.

Effects of Withdrawal

• Refund timeline: We will reimburse all payments received from you, including the costs of delivery, without undue delay and no later than 14 days from the day of notification of your withdrawal. The refund will be made using the same payment method you used for the original transaction, at no extra cost to you.
• Withholding: We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is earlier.

Return Shipping — EU Orders

• You must send back or hand over the goods without undue delay and no later than 14 days from the day you communicate your withdrawal to us. The direct cost of returning the goods is your responsibility.

Exceptions to the Right of Withdrawal

• Goods made to your specifications or clearly personalized (e.g., engraved or custom-made jewelry).
• Goods that have been worn, altered, or are not in their original condition.