Refund policy

Changed your mind? You can cancel any time before your order is delivered or collected, using the cancel link on your order page or by messaging us on WhatsApp. If you have already paid, we refund your MMG payment in full to the number that paid, using your order number as the reference. Unpaid orders are simply released, and nothing is owed. Once the order has been handed over to you, the rules below apply.

Because our elixir is a personal-care product applied directly to skin and hair, we can only accept returns under one condition:

• The item was delivered defective or damaged — a leaking, cracked, broken or tampered bottle, a faulty seal, or anything that arrived in a condition you could not safely use; and
• the bottle is still sealed and unopened when we collect it.

Once an order has been handed over, that is the only situation this policy covers. If your order arrives in good condition and sealed, we do not offer returns, exchanges or refunds — including for change of mind, ordering the wrong item, or reactions discovered after opening.

Once the seal is broken and the product is opened, it cannot be returned, exchanged or refunded. This is not a fine print trick — it is a safety rule. An opened cosmetic product can be contaminated, tampered with or degraded, and we will never resell or restock one. We cannot verify how an opened bottle was stored or used, so no exception can be made, even with a receipt, photos or a good reason.

Please inspect your order at the moment of delivery or pickup, before you open anything. If something looks wrong — damage, a broken seal, a leak — say so and contact us before opening the bottle.

To claim a refund for a defective or damaged item, contact us within 48 hours of delivery or pickup:

• WhatsApp +592 616 4466 or email info@shopcanora.com with your order number and name;
• send photos of the bottle and its packaging showing the defect or damage, with the bottle still sealed; and
• keep the item, all packaging and your proof of payment until we resolve the claim.

We will confirm your claim within two (2) business days of receiving your message and photos. Claims made after 48 hours, or after the bottle has been opened, cannot be accepted.

If your claim is approved, we will arrange to collect the sealed, damaged item from you in Georgetown at no cost to you — or ask you to hand it back at the original pickup point. Please do not discard the item or its packaging until the refund is complete, and please do not return anything to us without first confirming with us on WhatsApp or email. We do not accept opened bottles back under any circumstance.

Approved refunds are sent through Mobile Money Guyana (MMG) to the same number that made the payment, using your order number as the reference. We aim to send the refund within five (5) business days of collecting the returned item; your mobile provider may take an additional day or two to post it to your wallet.

You may instead choose a free replacement bottle of the same product, delivered or ready for pickup at no charge — just tell us which you prefer when we confirm your claim.

• Opened, used or partially used bottles — no exceptions, per section 2;
• Change of mind, duplicate orders or wrong item ordered, once the order has been delivered or collected (cancel before then instead);
• Skin or hair reactions discovered after opening — please always patch test first, as our label and cautions instruct;
• Damage caused after delivery, such as drops, heat or leaving the bottle in direct sunlight;
• Orders marked delivered that we cannot verify as defective or damaged.

Nothing in this policy limits any right you may have under Guyanese law where a product is genuinely faulty.

CANORA is a small business and every refund comes straight out of it. We ask that you deal with us in good faith, and we verify every claim before any money moves. Deliberate or dishonest claims are treated as fraud, not as a customer-service matter.

We will refuse a claim, and may take the steps below, where:

• a bottle is reported damaged, leaking, defective or "arrived open" after the seal has already been broken, or where the seal shows any sign of being lifted, re-glued, re-shrunk or otherwise tampered with;
• photos or videos submitted as evidence are altered, duplicated, reused from an earlier order, or taken of a different bottle than the one we sent;
• an order is reported not received, incomplete or wrong when our delivery records, your own WhatsApp messages, a delivery photo or your confirmation at the door show that it arrived as ordered;
• the item returned to us has been swapped, emptied, topped up, refilled, mixed with another product, or has been opened and then resealed;
• the same claim is submitted more than once, or the same bottle is claimed against across two or more orders;
• a refund is pressured through a bank dispute, chargeback or public post while the customer keeps both the money and the product, or before we have had the chance to resolve it with you;
• a refund is requested to a person, MMG number or wallet other than the one that paid, or split across several numbers;
• a pattern of repeated claims appears from the same customer, WhatsApp number, MMG number, address or account, whether or not each claim looks reasonable on its own.

How we verify a claim:

• we may ask for additional photos or a short video showing the seal, the batch code and the packaging together, a call, or the physical bottle itself;
• no refund is paid until we have the item back, or our own delivery person has collected it and confirmed its condition;
• payment is matched against our MMG records — a claim cannot be settled on a screenshot alone if no matching payment reaches us;
• our delivery log and your confirmation of receipt are proof of delivery. Once you have confirmed an order reached you, a later "never arrived" claim will not be paid.

Where a claim is not honest:

• the claim is refused, and any refund already sent for it becomes repayable to us;
• any Next-Order Credit earned or used on that order is cancelled, and any discount taken is charged back;
• we may close the account and decline future orders from that customer, contact details or MMG number;
• we may report the matter to the Guyana Police Force and to Mobile Money Guyana, and pursue recovery of the amount, the product and our reasonable costs.

None of this is aimed at honest customers — genuine problems are handled quickly and without argument. It exists so that a handful of dishonest claims cannot raise the price of a bottle for everyone else.

Anything unclear, or a problem with an order? WhatsApp +592 616 4466 or email info@shopcanora.com — ask for the owner and include your order number. We would rather sort it out with you directly than have you read a policy twice.