1. When a Refund Applies
We will process a refund of your purchase in the following cases:
- Right of withdrawal: If you return the product within the 14-calendar-day period and it meets the return conditions.
- Defective product: If the product has manufacturing defects.
- Wrong order: If you received a product different from the one you ordered.
- Damage in transit: If the product arrived damaged (must be reported within the first 48 hours).
- Order cancellation: If you cancel before shipment.
2. Refund Amount
Full Refund
Includes the product price and the original shipping costs when:
- The product is defective.
- We made an error with your order.
- The product arrived damaged.
Partial Refund
Only the product price is refunded (shipping costs are not refunded) when:
- You exercise the right of withdrawal without any error on our part.
- The returned product shows minor signs of handling (a proportional deduction will be applied).
3. Refund Method
The refund will be issued using the same payment method you used for the purchase:
- Credit/debit card: The amount will be credited to your card.
- PayPal: The amount will be credited to your PayPal account.
- Bizum: The amount will be credited to the associated phone number.
- Bank transfer: We will request your banking details to make the transfer.
4. Refund Timeframes
Once the refund is approved (after receiving and inspecting the returned product), the timeframes are:
- Credit/debit card: 5-10 business days (depending on your bank).
- PayPal: 24-48 hours.
- Bizum: Immediate or up to 24 hours.
- Bank transfer: 2-4 business days.
The maximum legal period to issue the refund is 14 calendar days from when we receive the returned product.
5. Store Credit
As an alternative to a monetary refund, you can choose to receive the amount as store credit on your customer account for future purchases. This balance does not expire.
6. Rejected Refunds
Refunds will not be issued when:
- The product has been opened or used (broken seals).
- More than 14 days have passed since receipt of the order.
- The product is not in the same condition as it was delivered.
- The original purchase cannot be verified.
7. Claims
If you haven't received your refund within the indicated timeframes, we recommend:
- Check your bank account or the payment method used.
- Contact your bank, as additional processing times may apply.
- If after this you still haven't received the refund, contact us at info@cannactiva.com.
8. Orders with Discount or Coupon
For orders where a discount code or promotional coupon was applied:
- The amount actually paid will be refunded.
- The coupon or discount will not be reinstated unless the return is due to our error.
9. Contact
For any inquiries about refunds:
- Email: info@cannactiva.com
- Phone: (+34) 932 20 48 98
- Hours: Monday to Friday, 9:00 - 18:00h