Returns and Refunds Policy

At CANIGOOIL, we want you to receive your order in perfect condition and fully enjoy our products. Due to the food nature of the items we sell, returns are subject to the following conditions.

Period to request a return

You have 15 calendar days from the delivery date of the order to communicate any return request, incident, or claim.

To start the process, you must write to us at hola@canigooil.com, indicating:

  • Full name.
  • Order number.
  • Affected product(s).
  • Reason for the return.
  • Photographs of the product and packaging, in case of an incident, breakage, defect, or product in poor condition.

Products should not be sent back without having contacted us beforehand and received return instructions.

Return of unopened products

We accept product returns as long as:

  • They have not been opened or unsealed.
  • They are unused and in perfect condition.
  • They retain their original packaging, labeling, and seal.
  • They have not suffered damage after delivery.
  • The request is made within 15 calendar days following receipt of the order.

Once the request is approved, we will inform you how and where to send the products.

Unless the return is due to a CANIGOOIL error or a defective, damaged, or incorrect product, return shipping costs will be borne by the customer.

Opened Products

For food safety, hygiene, and quality control reasons, we do not accept returns of products that have been opened, unsealed, or partially consumed.

We will only accept claims for an opened product if it has a defect, is in poor condition, or is not suitable for consumption due to a cause attributable to the product itself.

In these cases, we will ask for photographs and the necessary information to assess the incident. Please keep the product, its packaging, lot number, and original packaging until we instruct you on how to proceed.

Defective, damaged, or spoiled products

If you receive a product that is:

  • Broken or damaged during transport.
  • Leaking content.
  • Defective.
  • In poor condition.
  • Different from what was ordered.

You must notify us as soon as possible and, in any case, within 15 calendar days after delivery.

Once the incident has been reviewed, we may offer you, as appropriate:

  • Product replacement.
  • Shipment of a new order.
  • Full or partial refund of the amount paid.

CANIGOOIL will cover the associated costs when the incident is our responsibility or occurred during transport.

Custom orders

Products specially made or customized for the customer, including bottles with personalized labels for weddings, events, companies, or gifts, cannot be returned due to a change of mind.

Claims for personalized products will only be accepted if they arrived damaged, have a manufacturing defect, are in poor condition, or do not match the design or characteristics previously approved.

Refunds

Once we receive and inspect the returned products, we will notify you if the refund has been approved.

When applicable, the refund will be issued using the same payment method used for the purchase. The time it takes for the amount to appear in your account may vary depending on the bank or payment provider.

We may deduct from the refund any loss in value caused by handling the product other than what is necessary to ascertain its nature and condition.

Initial shipping costs will not be refundable when the return is due to a change of mind by the customer, unless applicable legislation states otherwise.

Returns not accepted

We will not be able to accept returns for:

  • Opened or unsealed products, unless they are defective or in poor condition.
  • Products consumed wholly or partially without a justified incident.
  • Products that do not retain their original packaging or labeling.
  • Products damaged by improper storage or handling after delivery.
  • Personalized products, except for defect, damage, or production error.
  • Requests made outside the 15-calendar-day period from delivery.

Order cancellation

You can request to cancel an order by writing to hola@canigooil.com.

Cancellation will only be possible if the order has not yet been prepared, customized, or handed over to the carrier. If the order has already been shipped, it must be processed as a return, and the conditions indicated in this policy will apply.

Contact

To request a return or report an incident, you can contact us:

CANIGOOIL – Llàgrimes del Canigó
Email: hola@canigooil.com
Phone: +34 722 18 46 24
Address: Plaça de l’Oli, 17707 Agullana, Girona, Spain

This policy does not limit the rights recognized for consumers and users by current legislation.