Refund policy

Return and Refund Policy

Effective date: 13 June 2026

We want you to be satisfied with your purchase from Cantaracase. If something is not right with your order, please contact us and we will help review the issue.

1. Return Window

You may request a return within 30 days of receiving your order. To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. Proof of purchase is required.

2. Change of Mind Returns

We accept change-of-mind returns when the item is unused, undamaged, and returned in its original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping fees are non-refundable unless required by law.

3. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us as soon as possible with your order number and photos of the issue. If confirmed, we will offer a suitable solution, such as a replacement, refund, or other remedy required by law.

4. Items Not Eligible for Return

We may not accept returns for items that show signs of use, wear, misuse, accidental damage, or damage caused after delivery. Custom or personalised products may not be eligible for return unless they are defective, damaged, or incorrect.

5. How to Start a Return

To start a return, contact us at yuzikai912@gmail.com with your order number and the reason for your return. If your return is accepted, we will provide instructions on how and where to send your item.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. Approved refunds will be processed back to your original payment method. Please allow 5-10 business days for your bank or payment provider to process the refund.

7. Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under Australian Consumer Law.

8. Contact Us

If you have any questions about returns or refunds, contact us at yuzikai912@gmail.com. We aim to respond within 2 business days.