Refund policy

Last updated: 1 November 2026

1. When a refund applies

We will process a refund of your purchase in the following cases:

  • Return within the deadline: If you return the product within 30 calendar days of delivery of the order and it meets the return conditions. You can use the return form.
  • Defective product: If the product has manufacturing defects.
  • Wrong order: If you received a product different from the one you ordered.
  • Damage in transit: If the product arrived damaged. We ask you to notify us within 7 calendar days of receipt; this period does not limit your legal guarantee.
  • Order cancellation: If you cancel before shipment.

2. Refund amount

Full refund

Includes the product price and the original shipping costs when:

  • The product is defective.
  • We made an error with your order.
  • You cancel the order before it is shipped.
  • The product arrived damaged.

Partial refund

Only the product price is refunded (without shipping costs) when:

  • You return the product after the first 14 days, within our 30-day satisfaction guarantee, without any error on our part.
  • The returned product shows minor signs of handling (a proportional deduction will be applied).

If you notify us of the return within 14 calendar days of delivery, and send us the product within the following 14 days, we will also refund the original shipping costs of the standard delivery option. The cost of sending the return to us is borne by you.

3. Refund method

The refund will be issued using the same payment method you used for the purchase:

  • Credit/debit card, Apple Pay or Google Pay: The amount will be credited to the card used, in Swiss francs (CHF).

4. Refund timeframes

We issue the refund within a maximum of 14 calendar days from when you notify us of the return; we may wait until we receive the product, or proof that you have sent it, before doing so. Afterwards, depending on the payment method, the money takes time to appear:

  • Credit/debit card: 5-10 working days (depending on your bank).

5. Purchase voucher

As an alternative to a monetary refund, you can ask for a voucher for the same amount for future purchases. It is always optional and the voucher does not expire.

6. Rejected refunds

Refunds will not be issued when:

  • The product was sealed for hygiene or health reasons and has been unsealed after delivery, unless it is defective, arrived damaged or does not correspond to the order.
  • More than 30 calendar days have passed since delivery of the order, unless the product is defective, in which case the warranty applies (three years from delivery, art. 210 para. 1 CO).
  • The product is not in the same condition as it was delivered.
  • The original purchase cannot be verified.

7. Claims

If you haven't received your refund within the indicated timeframes, we recommend:

  1. Check your bank account or the payment method used.
  2. Contact your bank, as additional processing times may apply.
  3. If after this you still haven't received the refund, contact us at info@cannactiva.com.

8. Orders with a discount, voucher code or promotion

For orders where a discount code or promotional voucher code was applied:

  • The amount actually paid will be refunded.
  • The voucher code or discount will not be reinstated unless the return is due to our error.
  • In promotions with free units (2x1, 3x2, 1+1 free…), the refund is calculated proportionally over all the units received, including the free ones: see Returns of products on promotion.

9. Contact

For any enquiries about refunds:

  • Email: info@cannactiva.com
  • Phone: (+34) 932 20 48 98
  • Hours: Monday to Friday, except public holidays, from 11:00 to 18:00