Return and Refund Policy

Easy Returns

CANEST accepts returns or exchanges for new, unused products within 30 days from the shipping date.

Used items, including toilets or opened products, are not eligible for returns or exchanges (damaged or defective items may be handled under the manufacturer's warranty policy).

"New and unused" refers to products that have not been installed, used, or altered, and are in a sellable condition. Due to the sanitary nature of the products, any item that has been connected to a water source or used is non-returnable in accordance with public health regulations.

Returned products must be in their original packaging with all parts and accessories intact; otherwise, a restocking fee of 15%-25% may apply.

Please note, since 2020, all courier services have suspended their shipping service guarantees, so we are unable to refund shipping fees incurred due to delays caused by the courier.

Return Authorization

Customers must contact CANEST and obtain a return authorization prior to returning an item. Please call or email sales@canesthome.com with your order number, and we will provide return authorization for eligible returns.

Refused packages or returns without return authorization will incur a 20% restocking fee or may not be refunded.

Return Shipping Costs

If the return is due to the customer’s reason, the return shipping cost will be borne by the customer. Returns within the U.S. must be shipped via UPS or FedEx and insured during transit. CANEST is not responsible for damage incurred during the return shipping process. The return address will be provided upon issuance of the return authorization number. Please do not send returns to the company’s registered address.

If the return is due to our fault (damaged or incorrect product), the customer will not be responsible for return shipping costs.

Toilet Combination Units: Due to high shipping costs and complexity, if the customer fails to accept or refuses to accept the goods, return shipping costs and a 15% restocking fee will be deducted from the refund.

Clearance and Open-Box Products

Items marked as “Clearance” or “Open-Box” are final sales and are not eligible for return.

Shipping Damage

If the product is damaged upon delivery, please refuse to accept the product and take photos of the damage. Collect any relevant shipping documentation if possible, and immediately contact our customer service team.

If hidden damage is discovered after receipt, please take photos and contact customer service. Products shipped via ground transport must be reported for damage within 30 days. The freight company allows claims to be made only within two business days after delivery.

If the product has been installed or altered, we will not process any claims for damage or defects.

Refund Policy

For eligible returns, the refund will be processed to the original payment method after the return authorization. Refunds will be credited to your bank account within 7-10 business days after processing. Returns missing parts or with damaged components may incur a 15% restocking fee. Please note, regardless of whether the item was shipped with free shipping, we will deduct the original shipping cost from the refund amount.

If the Product Is Incorrect or Damaged During Shipping

We sincerely apologize for any shipping errors or damage. We will offer a replacement or full refund, provided the returned product is in its original packaging with all accessories, warranty cards, manuals, etc. (if applicable).

If the Order Is Incorrect, Size Is Incompatible, or for Personal Reasons

We will issue a refund upon receiving the returned item and confirming it is unused, but we will deduct the original shipping cost. The returned product must remain in its original packaging and include all parts, accessories, warranty cards, manuals, etc. (if applicable). Please note that if the purchased item is a clearance, discounted, or non-returnable product, it is not eligible for a return or refund. Regardless of whether the item was shipped with free shipping, we will deduct the original shipping cost from the refund.

Exchange Policy

If you have ordered the wrong size or style, CANEST accepts exchanges for new, unused products within 30 days from the shipping date. Please note that for hygiene reasons, any item that has been connected to a water source or used cannot be exchanged.

Exchanged items must be in their original packaging and include all parts and accessories (unless otherwise specified), or a 15% restocking fee will be applied.