At canvasnido, we are committed to operational clarity and maintaining the highest standard of service for our clients across Europe. This Refund and Returns Policy outlines your statutory rights regarding contract cancellations, order withdrawals, and remedies for faulty items for all transactions completed on www.canvasnido.com.
1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In compliance with the European Union Consumer Rights Directive, consumers residing within our European service area possess a statutory right to withdraw from their purchase contract, without providing a justification, within 14 days from the date on which physical possession of the goods is acquired by the consumer or a designated third party (other than the carrier).
Notification: To exercise your right of withdrawal, you must inform us of your decision through a clear written statement sent via email to tissue@canvasnido.com within this 14-day window.
Condition of Goods: To qualify for a full refund under the right of withdrawal, the items must be returned unaltered, unused, and in their original packaging.
Return Address: Once your cancellation request has been formally acknowledged by our team, you must dispatch the items to our designated return facility at:
Return Address: Av. Insurgentes Sur 1458, Del Valle Centro, Ciudad de México, CDMX 03100, Mexico
Return Shipping Cost: Please note that customers are responsible for arranging and paying the direct costs of returning goods under a standard change-of-mind withdrawal.
2. Defective, Damaged, or Non-Conforming Goods
We implement strict quality controls during packaging and preparation. However, if your canvas tissue box cover arrives with structural flaws, imperfections, or transit damage, you are fully protected under European statutory conformity laws.
Reporting Protocol: Please notify our support channel at tissue@canvasnido.com immediately upon identifying the issue. Your email should include your order number and clear photographic evidence demonstrating the defect or damage.
Resolution: Upon verification of the photographic evidence, we will process a complete refund or arrange for a priority replacement item to be sent to you.
No Physical Return Required: For verified faulty or damaged arrivals, you are not required to return the damaged item to us, saving you additional administrative steps.
3. Processing of Refunds & Approved Methods
When a refund is approved under this policy, the funds will be reversed using the exact payment method selected during your checkout process.
In coordination with our transaction processors, refunds will be credited back to your original account or card. We support and process reversals across all our active payment methods, which include:
Major Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets and Mobile Express Checkouts: Apple Pay, Google Pay, and eligible integrated electronic wallets.
Please allow standard banking windows (typically 3 to 7 working days, depending on your financial institution) for the credited amount to reflect on your statement.
4. Shipping Delays and Non-Delivery Resolution
We partner with reliable priority networks, including DHL, FedEx, and UPS, to manage delivery within a standard window of 5 to 12 working days. Automated tracking milestone updates are sent directly to your registered email address to maintain transparency.
If a shipment exceeds the standard 12 working days transit timeframe, please report this to tissue@canvasnido.com. We will initiate an official tracking investigation with the carrier. Depending on the verified outcome of the transit audit, we will process a full refund to your original payment method or arrange an immediate replacement dispatch.