Refund policy
At Cancuna, we stand behind every piece we sell. If something isn't right with your order, we want to make the return process as smooth and hassle-free as possible.
Our 30-Day Return Guarantee
You have 30 days from the day your order is delivered to initiate a return. To be eligible, items must be in new, unworn condition and returned with all original packaging, tags, and accessories included. We don't believe in hidden charges — there are absolutely no restocking fees on any return.
Eligibility at a Glance
- Return Window: You have up to 30 days after delivery to initiate a return.
- Item Condition: Products must be unworn, unused, and returned with all original packaging and tags.
- Restocking Fees: We don't charge any — ever.
Return Shipping Costs
- Our Mistake or a Defect: If your item arrives damaged in shipping, has a quality defect, or we sent the wrong product, we'll cover the return shipping cost entirely.
- Simply Changed Your Mind: If the piece just wasn't what you were hoping for, return shipping will be at your expense. Please also note that any shipping charges from your original order are non-refundable.
How to Get Started
1. Get in Touch: Email us at info@cancuna.com with your order number and a short note about the reason for your return.
2. Pack It Up: Place the item securely back in its original packaging, making sure all tags, accessories, and documentation are included.
3. Send It Our Way: We'll reply with detailed return instructions, including the recommended shipping method to ensure your package arrives safely.
Refund Timeline
After we receive your return, our team will review the item to confirm it meets the eligibility requirements listed above. Once approved, your refund will be issued to the original payment method. Please allow 7–10 business days for the amount to appear on your statement, as processing times vary by bank or provider.
Prefer an Exchange?
No problem — if you'd rather swap for a different size, style, or design, just let us know at info@cancuna.com and we'll get that set up for you.
Non-Returnable Items
Gift cards and store credit are considered final sale and are not eligible for returns or refunds. All jewelry purchases can be returned as long as they meet the conditions outlined above.
Need More Help?
Visit our FAQ page or reach out to our team directly — we're happy to assist.
Get in Touch
Store: Cancuna
Email: info@cancuna.com
Phone: +1 (656) 209-9410
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)
Response Time: Expect a reply within 1–2 business days.