Return & Refund Policy

1. Return & Refund Summary

2. Return Policy

• Return Window: You may initiate a return request within thirty (30) consecutive calendar days from the date your package is marked as delivered by the postal carrier.

• Eligible Items: Standard, regularly stocked items in their original, unmodified condition are eligible for return within the 30-day window.

• Non-Returnable Items: Final clearance items, gift vouchers, and products displaying evident signs of wear, customer damage, alteration, or laundering are not eligible for return or exchange.

• Condition Requirements: To qualify for an authorized return, all items must remain unwashed, unworn, completely odor-free, with all original tags attached, and repacked securely in their original packaging.

• How to Request a Return: Email our support team at support@canvasatoz.com with your Order ID, clear photos of the item(s), and the specific reason for return.

• Return Approval (RMA): Do not send parcels back without prior authorization. Once approved, our support team will provide an authorized return approval confirmation and comprehensive return instructions.

• Return Address: All authorized returns must be delivered directly to our physical return facility:
Canvasatoz Returns Department
2466 Twin Oaks Dr SE, Cleveland, TN 37323, United States

• Return Shipping Responsibility:
- Store Error or Defective Items: If the return results from our error (e.g., defective, damaged, or incorrect item received), Canvasatoz provides a pre-paid return shipping label at no cost to you.
- Customer Discretion / Change of Mind: If the return is due to personal preference, remorse, or ordering an unwanted size, the customer is responsible for procuring the return shipping postage via a trackable carrier service.

• Inspection: Once your returned parcel arrives at our Cleveland facility, our quality control team will inspect the physical items within 2 business days to verify eligibility and condition standards.

• Return Processing Time: Overall inspection and return completion takes between 2 to 3 business days from physical arrival at our warehouse.

3. Refund Policy

• Refund Eligibility: Refunds are issued following successful inspection and approval of the returned items by our quality team, or immediately upon verification of approved non-returnable claims (e.g., lost transit, defective product confirmed via media evidence).

• Refund Method: All approved reimbursements are credited back exclusively to the original payment method used during checkout via PayPal.

• Refund Timeline: Once issued, PayPal refunds take up to 10 business days to post back to your account or associated bank card balance, depending on your financial institution's standard settlement cycles.

• Full Refund: Applicable when the order is completely cancelled prior to fulfillment, confirmed lost by the carrier, or returned due to manufacturing defects or incorrect shipments. Includes item cost and original shipping charges.

• Partial Refund: May be issued if an item shows minor partial discrepancies, slight wear upon return inspection, or if only part of a multi-item order is returned.

• Shipping Fee Refund: Original shipping charges ($6.99) are non-refundable for customer-initiated returns (change of mind, buyer remorse, incorrect size choice). Shipping fees are fully refunded only if the entire order was sent incorrectly, arrived damaged, or was lost in transit as outlined in our Shipping Policy.

4. Special Cases & Exceptions

• Wrong Item Received: If you received an item different from your invoice, contact us within 48 hours of delivery. We will dispatch the correct item immediately at our expense or issue a full refund upon verification.

• Damaged Item: If your product arrives physically broken or damaged, send photos of the damaged item and courier packaging to support@canvasatoz.com within 48 hours for an immediate complimentary replacement or full refund.

• Defective Item: If an item exhibits structural or manufacturing defects, provide photo/video proof within 30 days of receipt. We will replace or refund the product without requiring return shipping in most instances.

• Lost Package: If your tracking number shows no movement for more than 5 consecutive business days past the scheduled delivery window, contact us. Following a 3–5 business day carrier investigation, we will reship your order for free or issue a 100% refund.

• Missing Item: If a multi-item package arrives with an item missing, report it within 48 hours. We will review our packing records and dispatch the missing unit immediately or refund the item cost.

• Customer Changed Mind: Eligible within 30 days of receipt provided the product remains unwashed, unworn, and in original packaging. The customer handles return shipping postage. No restocking fee is assessed.

• Wrong Size Ordered: If an incorrect size was ordered by mistake, contact support@canvasatoz.com to organize an exchange or return. The customer covers return postage, and the returned item must pass inspection.

• Wrong Address: If an inaccurate or incomplete address was supplied at checkout, please contact us prior to 5:00 PM EST on the order date. If the parcel is dispatched or returned to us by the carrier due to an address error, the customer is responsible for reshipping fees.

• Order Cancellation: Order cancellations must be submitted before 5:00 PM EST on the date of purchase. For complete cancellation terms, please refer to our Cancel/Change Order policy.

• Late Return Requests: Inquiries or packages returned beyond the 30-day window cannot be accepted, refunded, or credited.

• Rejected Returns: Returns received without prior approval, or items that show clear evidence of wear, wash, stains, odors, or pet hair, will be rejected and sent back to the customer at their expense.

5. Store & Customer Responsibilities

Customer Responsibilities	Store Responsibilities (Canvasatoz)
• Provide complete, verified shipping details at checkout.	• Manufacture and dispatch high-quality products accurately.
• Inspect package upon arrival and report defects/damages within 48 hours.	• Provide active tracking information upon carrier handover.
• Request return authorization before mailing items back.	• Cover all return costs and replacements for store-caused errors.
• Maintain items in pristine, unworn, and unwashed condition.	• Inspect returned goods within 2 business days of arrival.
• Cover return shipping costs for remorse or personal sizing preferences.	• Process approved refunds to original payment method within 10 business days.