Refund policy

Last updated: November, 2025

At Cancella, we want every customer to feel confident shopping with us. If you need help with a return, exchange, or warranty request, we are here to assist.

Return Eligibility

Change of Mind (Unopened Items)

You may return unopened, unused items in their original retail packaging within 30 days of delivery. Opened, non-defective items cannot be returned.

Defective or Dead-on-Arrival (DOA) Items

If a product arrives defective or stops functioning shortly after arrival, please notify us within 30 days of delivery. We may offer a replacement, exchange, or refund depending on product availability.

After 30 days, most products continue to be covered under the manufacturer’s warranty. We will direct you to the appropriate warranty channel and assist if needed.

Non-Returnable Items (For Safety & Hygiene Reasons)

The following items cannot be returned once opened:

  • In-ear earphones / earbuds
  • Screen protectors (opened)
  • Cleaning solutions and kits
  • Software and digital goods
  • Gift cards
  • Sealed, unopened items may be returned within the standard 30-day window.
  • Damaged, Missing, or Incorrect Items

Damaged on Arrival

If your package arrives damaged, notify us within 48 hours with photos of:

  • The product
  • All packaging
  • The shipping label
  • We will coordinate a replacement or refund and handle the carrier investigation.

Missing or Incorrect Items

Please report within 48 hours of delivery so we can resolve the issue promptly.

Destroy-in-Field (Xcel Procedure)

For some defective items, our warehouse may authorize you to safely dispose of the product instead of returning it. A replacement or credit is issued once photos are provided.

Return Conditions

  • All items must include the original packaging, manuals, and accessories
  • Items sent back without authorization may be refused
  • Cancella allocates 1 business day for review before forwarding the return to our warehouse partner

Restocking Fee

Cancella offers no restocking fee for customers.
We will cover the restocking fee up to 15% and may apply for:

  • Missing packaging or accessories
  • Excess wear or use
  • Returns not meeting eligibility requirements

Who Pays Return Shipping?

  • Defective, damaged, or incorrect items: Cancella covers return shipping or provides a prepaid label
  • Change-of-mind returns: Customer pays return shipping

Refunds

Refunds are issued to the original payment method after inspection.
Please allow 3–10 business days for processing.

Shipping charges (original and return) are non-refundable unless the issue was caused by Cancella.

Where to Send Returns

Return instructions and the authorized return address are provided when your Return Merchandise Authorization (RMA) is issued.
Addresses may vary depending on the warehouse handling your item.