Returns, exchanges & returns
If your item is damaged or defective, you can usually return it.
If you would like to return the item because you have changed your mind, you can ask the seller whether they will accept a return.
How to return an item
To initiate a return, please select the item or order number (#423) from the list of your orders.
Select the order you wish to return.
Select ‘Request replacement delivery or return’ to start the return process.
Please fill in all the parameters required for the return!
1. would you like to ‘exchange’ or ‘return’ the item? (Very important!)
2. which item from the mentioned order would you like to ‘exchange’ or ‘return’?
3. what quantity would you like to ‘exchange’ or ‘return’?
4. select the reason for the ‘exchange’ or ‘return’.
5. enter a comment to help us process your enquiry.
Click on ‘Return’ to start the process
You can view the status of your enquiry at any time in your profile under "Return enquiries".
This is what happens after you have requested a return
A seller who does not automatically accept returns has 3 business days to respond to you. After you have requested a return, you can check the status at any time.
How to receive your refund
When the item is delivered to the seller, your refund should be processed within 2 business days. Your refund will be sent to your original payment method and the money will usually be available within 3-5 working days. If your refund is sent to a credit card, it may take up to 30 days to appear on your statement, depending on the card provider.
Ask Cannadusa for help
The seller is usually best placed to solve your problem. If more than three days have passed and the seller has not yet been able to offer you a solution, you can contact Cannadusa for support.
The option ‘Contact Cannadusa for dispute resolution’ is available directly in the reported return.
Please use only the communication portal provided by Cannadusa for communication with the seller.
If private e-mail addresses or telephone numbers have been used for communication, Cannadusa support can only take action within the framework of the legal basis!
Abuse of the return option or Cannadusa buyer protection
Activities such as those described in the principle of abusive buyer behaviour can result in various measures. For example, buyers may be warned or prevented from requesting returns or refunds from Cannadusa. They may also be prevented from reporting buyer protection cases or they may lose all Cannadusa buyer protection and their Cannadusa account may be blocked.
Activities such as those described in the principle of abusive buyer behaviour can result in various measures. For example, buyers may be warned or prevented from requesting returns or refunds from Cannadusa. They may also be prevented from reporting buyer protection cases or they may lose all Cannadusa buyer protection and their Cannadusa account may be blocked.
The following activities, among others, are considered prohibited:
- opening requests twice by using other buyer protection programmes
- Arrangement between buyer and seller that the seller declares a lower item value so that customs duties are saved
- Initiating a chargeback even though a refund has already been received
- Claiming that an item has not been received even though the item has been proven to have been delivered to the buyer's address according to the purchase details
- Falsely claiming that an item differs significantly from the description
- The buyer returns an item other than the one originally received.
- The buyer uses or damages an item and then returns it.
For more information on the rules for returns, see the help pages on the condition of returned items and Cannadusa Buyer Protection.
