Return & Refund Policy

PRODUCT RETURNS

If you are dissatisfied with any product purchased from the CANVAS official website within 7 days of receipt, you can request a return by contact us at info@canvasbeauty.com.hk, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays). This policy applies only to products purchased through the CANVAS online store. For products purchased at CANVAS concept stores or counters, please request a refund at the respective store.

 Our customer service representative will ask you to provide the following information:

  • Order number
  • Name and quantity of the product to be returned
  • Reason for return

If your request is accepted, please provide a suitable pickup time, and you will be responsible for the related shipping fees.

Please follow the instructions of the customer service representative and package the items to be returned, including gifts and packaging lists. Please ensure that the products are unopened and in their original condition.

The following situations or products are not eligible for return, refund, or exchange:

  • Products received more than 7 days ago (based on the delivery record of the transportation company)
  • Products that have been opened or used (e.g., packaging seal or box has been torn)
  • Products that are not in their original packaging, have been damaged, destroyed, or incomplete
  • Any discounted products, clearance items, or special sale items marked as non-returnable
  • Any free gifts or trial-size samples
  • Any products purchased from other retailers

If the returned items do not meet the above return conditions, the return request will be rejected, and the items will be sent back to you. You will be responsible for the related shipping fees.

CONFIRMATION OF RETURN AND REFUND

Once we receive the returned goods, we will assess them and contact you to arrange the refund. The refund will be credited back to your payment account, and the processing time may vary depending on your issuing bank. Please contact your bank for details.