Warranty and Returning a product


Canelo Gifts guarantees the quality of the product under the legally established terms. The customer will have to inform CaneloGifts about the noncompliance within the 3 day term since you received the product.

Warranty does not cover those failures caused by negligence, hits, use or undue manipulation, unsuitable strain, incorrect tying, or materials subject to normal wear.

In order to apply the warranty, the CUSTOMER will have to contact CaneloGifts, which will indicate the steps to enforce it.


Returning a damaged or defective product or requesting replacement when receiving the wrong product:

A return is applicable in one of the following situations:

  • The product is defective or has suffered some damage during the shipping
  • We have sent you the wrong product

Canelogifts.com will pay for the expenses for returning the wrong product and shipping the one actually requested. We will replace the product immediately.

This will be the procedure:

  • You must send us an email explaining the reason for the return and send us

pictures showing the damages or defection.

  • We will contact you in order to arrange the pickup of the product.
  • Once the product is received, canelogifts.com will verify the damage or

defection on it. If we do not consider that the returned product is defective, we reserve the right to charge you for the product again, as well as any associated expenses.

  • In case it is actually defective, we will replace the product immediately. If that isn't possible, we will refund you the paid amount and the shipping


  • In case that the product comes torn or suffers any defection during the delivery, there is a term of 72 hours to tell us that the product has come damaged.
  • Canelogifs.com shall not accept returns of any product suffering damages attributable to the customer.
  • The return of the product will have to be made in its original packaging and in perfect conditions, that is, without damages or dirt by the customer; and it will be sent to the place indicated by canelogifts.com in the instructions sent to the customer.

Likewise, the package must be fully and unmistakably identified in order to know who the sender is. In case of not sending it in the conditions described herein, the product will undergo a depreciation that will have to be paid by the customer in any case.

Shipping method for returns

In case we have to resend a product for replacement, it will be sent through the method we choose; and always respecting the customer preference to receive it at home.

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