Refund policy

Return and Refund Policy

Last updated: September 4, 2026

This Return and Refund Policy applies to purchases made through www.canastim.com. Canastim is operated by Velanthra Global LLC.

30-Day Return Window

We accept return requests submitted within 30 days after delivery.

We accept returns for defective and non-defective products, including returns resulting from a change of mind.

Sale products, custom products, and personalized products may also be returned according to this policy.

Accepted Product Condition

We accept products that are:

  • New and unused; or

  • Opened or slightly used

Returned products should be reasonably clean and should include all available parts, accessories, manuals, tags, and original packaging.

A refund may be reduced or denied if a product has been materially damaged, altered, misused, excessively used, or returned incomplete for reasons unrelated to a product defect. Any applicable deduction will be explained and imposed only where permitted by law.

Proof of purchase, such as an order number or order-confirmation email, is required.

Starting a Return

Before mailing a return, contact:

Email: hello@canastim.com

Please provide:

  • Order number

  • Customer’s full name

  • Product being returned

  • Reason for the return

  • Relevant photographs for a damaged, defective, or incorrect product

We will review the request and provide return authorization and mailing instructions.

Unauthorized returns may be delayed. Customers should not mail a product until they receive our return instructions.

Return Address

Approved returns must be mailed to:

Velanthra Global LLC
2035 Vincent Dr
San Martin, CA 95046
United States

Include the order number and any return authorization information provided by customer service.

Return Method

Returns are accepted by mail.

We do not currently accept in-person returns or third-party drop-off returns unless customer service expressly provides that option in writing.

Return Shipping Costs

For a non-defective return, including a change of mind:

  • The customer is responsible for return shipping costs.

  • The customer should use a trackable shipping service.

  • Original shipping charges, if any, are not refundable unless required by law.

When a product arrives damaged, defective, incomplete, or different from the product ordered:

  • Canastim will pay the reasonable return shipping cost.

  • We will provide a prepaid return label or another approved return method.

  • The customer will not be charged a restocking fee.

Contact us before returning a damaged, defective, or incorrect product.

Restocking Fee

We do not charge a restocking fee for eligible returns.

Damaged, Defective, or Incorrect Products

Inspect your order after delivery.

If a product is damaged, defective, incomplete, or incorrect, contact us promptly at hello@canastim.com. Include the order number and photographs showing the issue.

After reviewing the claim, we will offer an appropriate replacement or refund.

Custom and Personalized Products

Custom and personalized products are accepted for return under the same 30-day return policy.

Please contact us before mailing these products so that we can provide the correct instructions.

Exchanges

We do not offer direct exchanges.

To obtain a different product, return the original product under this policy. After the return is approved, place a separate order for the replacement product.

Refund Processing

After receiving a return, we will inspect it and notify the customer whether the refund has been approved.

Approved refunds are issued to the original payment method within 5 business days after inspection and approval.

The customer’s bank, card issuer, PayPal, or digital-wallet provider may require additional time to post the funds. That additional processing time is controlled by the payment provider.

Refund Amount

An approved refund normally includes the eligible product purchase price and applicable product taxes.

Return shipping for non-defective products is the customer’s responsibility. If we shipped a damaged, defective, incomplete, or incorrect product, we will cover the approved return shipping cost.

Order Cancellations

Contact us as soon as possible to request cancellation.

We will make a reasonable effort to cancel the order, but cancellation cannot be guaranteed after processing has started. Shipped orders may be returned after delivery according to this policy.

Contact Us

Canastim
Operated by Velanthra Global LLC

Business, warehouse, and return address:
2035 Vincent Dr
San Martin, CA 95046
United States

Email: hello@canastim.com
Phone: +1 408-682-2741

Customer service hours:
Monday–Friday, 9:00 AM–5:00 PM Pacific Time
Closed on weekends and United States public holidays

We normally respond within one business day.