Refund policy

Refund and Returns Policy

Return window

You have 30 days from the date you receive your order to request a return. Requests made after 30 days cannot be accepted.

Eligibility

To be eligible for a return, your item must be in new, resaleable condition with all original tags attached and returned in its original packaging. You will also need your order number or proof of purchase. Items returned with signs of use, soiling, odor, or damage beyond a brief at-home inspection may be refused, or refunded at a reduced amount to reflect their diminished value, at our discretion. Items returned without original tags or original packaging may be refused or refunded at a reduced amount at our discretion.

How to start a return

To start a return, contact us at hello@carrycancha.com with your order number and the items you wish to return. If your return is accepted, we will email you a return shipping label and written instructions on how and where to send your package. Items sent back to us without first requesting and receiving an approved return will not be accepted and may be returned to sender at the customer's expense.

Return shipping

For customers in the United States, Cancha provides a prepaid return shipping label at no cost to you. Customers shipping returns from outside the United States are required to arrange and pay for their own return shipping and must provide us with tracking information before dispatch. Returns sent without tracking are sent at the customer's own risk and Cancha is not responsible for items lost or damaged in transit.

Return label validity and return window

Prepaid return labels are valid for 14 days from the date of issuance. Labels not scanned by the carrier within this period will be voided. If you need a new label, email hello@carrycancha.com and we will be happy to issue one within your 30-day return window. Returned items must be received at our warehouse within 30 days of the date your return was approved. Items received after this period may be refused or refunded at a reduced amount at our discretion.

Inspection and refund timing

We will notify you by email once your return has been received. We aim to inspect returns within 5 business days of receipt and will let you know whether your refund has been approved. If approved, refunds will be processed to your original payment method within 10 business days of inspection. Please allow additional time for your bank or card issuer to post the refund to your account.

Refund method

Refunds are issued only to the original payment method used at the time of purchase. If the original payment method is no longer available, for example an expired card or closed account, we will work with you to issue store credit of equivalent value. Refunds will not be issued in cash, by check, or to a different card.

Damaged, defective, or incorrect items

Please inspect your order on arrival and contact us within 7 days at hello@carrycancha.com if your item is defective, damaged, or if you have received the wrong item. We may request photographs of the item and packaging along with your order number to assess the issue. Where a claim is validated, Cancha will cover the cost of return shipping and arrange a replacement, repair, or refund at no additional cost to you.

Bundles and kits

Items purchased as part of a bundle, for example the Voyager Kit, must be returned in full to qualify for a full refund of the bundle price. Partial bundle returns will be refunded at the standalone retail price of the returned item, less the bundle discount, calculated proportionally.

Promotional discounts and partial returns

If your order included a discount code, free gift, or threshold-based offer such as free shipping over a qualifying amount, partial returns that bring your order below the qualifying threshold may result in the value of the discount or shipping cost being deducted from your refund.

Exchanges

The fastest way to receive a different item is to return the original and place a new order. Once your return is approved, you are welcome to place the new order at any time, including before the return is received at our warehouse.

Refused, undeliverable, or lost return parcels

If your return parcel is refused at our warehouse, returned to you as undeliverable, or lost in transit, we will work with you to resolve the issue. If you used the prepaid label we provided, we will trace the parcel with the carrier on your behalf. If you arranged your own return shipping, you are responsible for working with the carrier. We are unable to issue a refund for items we have not received.

International returns and customs

Customs duties, import taxes, and brokerage fees paid on the original order are not refundable, as these are levied by the destination country and not retained by Cancha. Customers returning items from outside the United States are responsible for any customs charges that may apply on the return shipment. Local consumer protection law in your country may grant you additional rights; nothing in this policy limits those rights to the extent they apply to your purchase.

Non-returnable items

Certain items are not eligible for return, including custom or personalized products, items marked Final Sale or RESALE at the time of purchase, gift cards, sale and clearance items marked non-returnable at the time of purchase, and any hazardous materials, flammable liquids, or gases. If you are uncertain whether your item is eligible for return, contact us at hello@carrycancha.com before placing your order.

Gifts and orders shipped to a third party

If your item was marked as a gift at checkout and shipped directly to you, you may exchange it for store credit equal to the value paid, provided the item meets our return eligibility criteria. If the item was not marked as a gift at checkout, any refund will be issued to the original purchaser's payment method.

Chargebacks and payment disputes

If you are unhappy with your order or experience an issue with a refund, contact us first at hello@carrycancha.com so we can resolve it directly. Filing a chargeback or payment dispute with your bank before contacting Cancha customer service, or while a return is in progress, prevents us from helping you. Cancha retains complete documentation of all customer communications, return approvals, return labels issued, carrier tracking, and inspection records, and will provide this evidence to the cardholder's bank and payment network in response to any chargeback. Customers who file chargebacks without first contacting customer service, or who attempt to dispute a transaction while keeping the merchandise, may have their accounts permanently blocked from future purchases.

Final Sale (RESALE items)

To support a circular economy, all refurbished RESALE items are sold as Final Sale. Due to the unique nature of preloved goods, these items are not eligible for return, exchange, or store credit. By purchasing a RESALE item, you acknowledge that it is sold in its current condition as described in the listing.

Your consumer rights

Nothing in this policy limits any non-waivable rights you may have under applicable United States federal or state consumer protection law. Some states require specific disclosures regarding return policies; this policy is intended to satisfy those disclosure requirements. For purchases shipped outside the United States, additional rights may apply under your local consumer protection law and are not affected by this policy.

Contact

For any return questions, email hello@carrycancha.com.