Shipping and Returns
Cancha ("we" and "us") is the operator of (https://Canchabags.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
We strive to maintain accurate stock counts on our website. Occasionally, there may be discrepancies, and we may not be able to fulfill all items at the time of purchase. If this occurs, we will fulfill the available products and contact you regarding the backordered items. You can choose to wait for restocking or opt for a refund.
3. Returns
We aim to make returns easy and hassle-free for our customers. Please review the options below to understand how you can return items and our Redo service, which offers free return shipping.
3.1 Free Returns with Redo
We offer a return protection service called Redo, which can be purchased at checkout. When you opt-in for Redo, your return shipping label is included, allowing you to return any item(s) in your order for an exchange, refund, or store credit for FREE. This covers all items in the cart.
If you decide not to purchase Redo, you can still return your items, but you will be responsible for the cost of the return shipping label.
All returns via Redo must follow the guidelines listed within our return policy. Items must be returned within the designated return window and be in new, unused condition with all tags attached. Please note that final-sale and special discounted items are not eligible for free returns via Redo. Restocking fees may still apply.
3.2 Returns Due to Change of Mind (without Redo)
If you did not opt-in for Redo, we happily accept returns due to change of mind as long as the request is received within 30 days of receipt of the item. Items must be returned in original packaging, unused, and in resellable condition. The customer is responsible for the return shipping cost and arranging their own shipping.
Once returns are received and accepted, refunds will be processed as store credit for a future purchase. You will be notified via email once this has been completed.
3.3 Warranty Returns
We honor all valid warranty claims submitted within 90 days of receipt of items. Customers are required to pre-pay the return shipping, which will be reimbursed upon a successful warranty claim.
Upon receipt of items for a warranty claim, we will process your claim within 7 days. Once confirmed, you will have the choice of:
• Refund to your original payment method
• Refund as store credit
• Replacement item (if stock is available)
4. Shipping & Delivery Terms
4.1 Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, order value, and destination. Payment for shipping is collected with the purchase. For US and UK orders over $100/£100, we offer a free flat-rate shipping option.
4.2 Transit Time (US & UK)
In general, shipments in the US and UK are in transit for 2 - 3 days and shipped from our UK and US domestic warehouses (whichever is closer to the customer).
4.3 Transit time Internationally
Generally, orders shipped internationally are in transit for 3-7 days. We provide tracking so that you can follow the progress of your order.
4.4 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.5 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.6 P.O. Box Shipping
Cancha cannot ship to P.O. box addresses. Please provide an alternative address at checkout.
4.7 Military Address Shipping
We are able to ship to military addresses.
4.8 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.9 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact us at info@canchabags.com with next steps.
7. Duties & Taxes
7.1 Sales Tax
For UK customers, VAT tax has already been applied to the price of the goods as displayed on the website. For US customers, sales tax (if applicable) will be calculated at checkout.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Cancha encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Cancha at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our returns procedure.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at info@canchabags.com
