Refund policy

1. The right of withdrawal

As a consumer, you have the legal right to cancel your order within a specific period (see details below). This means that if you change your mind, or simply don’t want to keep a product, you can notify us and receive compensation.

For advice on your rights, please contact your local consumer protection agency or regulator.

Exceptions – When You Can’t Cancel

  • Sealed products that have been unsealed after delivery
  • Products made to your specifications or personalized items
  • Products that become inseparably mixed with other items after delivery
  • Perishable goods or items that expire quickly

2. Right to withdraw from order

Your right to cancel starts from the 14 days from order receival.

Type of Contract End of Cancellation Period
Single Product (not in instalments) 14 days after you receive the product
One Product delivered in instalments OR Multiple Products delivered separately 14 days after you receive the last item or instalment
Regular delivery over a set period 14 days after you receive the first delivery

In case of exercising your right to withdraw, please notify us by e-mail at support@canapuff.com

 If you want to return items, please attach our Return Form.

3. Compensation After Cancellation

If you cancel, we will:

  • Refund the price you paid for the products (we may reduce the refund if the products were handled in a way not permitted in-store).
  • Refund standard delivery costs (the least expensive delivery option offered) only in case of our fault.

Refund Process

  • Within 14 days after we receive the returned products, or
  • Within 14 days after you provide proof of return (whichever is earlier).
  • If you haven’t received the goods yet, or we’ve agreed to collect them: within 14 days after receipt.

Refunds will be issued via your original payment method.

4. Faulty Products

If you return items because they’re faulty, we’ll refund:

  • The full price of the products
  • Delivery charges
  • Any reasonable return costs

The resolution of claims may take up to 30 days from the date of receipt, depending on the nature of the case.

Customers may file a claim for defective products only within 30 days of receiving the goods.

5. Returning Products

If you’ve received the product and wish to withdraw:

  • You must notify us of your cancellation and return the product within 14 days of that notification.
  • To be eligible for a return, the product must be unused, unopened, and in its original condition and packaging.
  • We reserve the right to refuse returns that do not meet these conditions.
  • Send the return to:

Ygritte s.r.o.

Křimická 809/5

318 00 Plzeň 3-Skvrňany

Czech Republic

  • If the product is faulty or defective, we will arrange collection and cover the return shipping cost. Any other reasons for return are at your own discretion and we do not offer any type of return coverage for these cases.

 If you want to return items, please attach our Return Form -> 

6. Damaged and Defective Goods

  • Please inspect your order upon delivery.
  • If you discover damage or defects, notify us as soon as possible using the contact details on our site.

As a consumer, you have the legal right to receive products that are as described and of satisfactory quality. These rights exist in addition to your cancellation rights.

For more information, contact your local consumer authority.

7. General Return Guidelines

  • Always include a covering letter, your order reference, and a copy of the delivery note.
  • Return items in their original packaging whenever possible to avoid additional costs.
  • You must take reasonable care of the goods until they’re returned or collected.
  • We recommend using tracked and insured delivery, as returned items remain your responsibility until received by us.