Returns and refunds

Returns Policy - Exclusive online Purchase

Our main objective is the satisfaction of our customers; That is why we accept returns during the first 30 days after you receive your purchase; as long as the product has not been used and is the first time you request a return for that purchase.

Our policy lasts for 30 days. If 30 days have passed from your purchase, unfortunately we cannot offer a refund or change.

The articles for return must be attached to our return policy:

  • The items must be returned without use, without washing, without damage, with their labels still attached (without cutting) and in its original packaging.
  • The shoes and accessories must be returned in their original boxes and protective bags of the brand.
  • When you try a product, please be careful not to step on it and not damage the brand box.
  • If the article has an attached brand or Kanaus, it must be in its original position and without being cut.
  • We will not accept returns of items that have been used or stained.
  • The jewels must be returned in the same conditions in which they were received, including the brand package and the documents provided with this.

The cost of the shipment will run only under these conditions:

  • Factory defect
  • Article that does not correspond to the original order (another color, another size, another product)

Please be careful when you try your pieces, since, if you want to return them, they must be in the same conditions in which you received them. If the return does not meet our policies, it will not be accepted.

Additional non -refundable products:
* Gift cards
* Downloadable software products

To complete your return, we require a purchase receipt or test.

Refunds (where apply)
Once your return is received and inspected, we will send an email to notify you that we have received your return. We will also notify you the approval or rejection of your refund.
If you are approved, then your refund will be processed and a loan will be automatically applied to your credit card or original payment method, in a certain amount of days.

Late or lost refunds (where apply)
If you have not received your refund, please check your bank account again.
Then contact your credit card company, you can take some time before your reimbursement officially posts.
Next step, contact your bank. It often passes some time before your refund posts.
If you have followed all these steps and do not receive the reimbursement, please contact us at

Items on offer (where apply)
Only items at a regular price will be reimbursed, unfortunately the products on offer cannot be refounded.

Exchanges (where apply)
We only replace items that are defective or damaged. If you need to change it for the same article, send us an email to and send article A: Genisa Col. Fracc fabrics. Maria Isabel. La Joya Road in front of the Illusion Celebration Hall. Tulancingo de Bravo, Hidalgo CP 43660.Mexico.
Attention: Ada Soto.

If the article was marked as a gift when it was bought and sent directly to you, you will receive a gift credit for the value of the return. Once we receive the article, a gift certificate will be sent by postal mail.

If the article was not marked as a gift when it was purchased, or the gift was sent to the buyer to give it to you later, we will send a reimbursement to the buyer and know your return.

To return your product, you must send them to: Genisa Col. Fracc fabrics. Maria Isabel. La Joya Road in front of the Illusion Celebration Hall. Tulancingo de Bravo, Hidalgo CP 43660.Mexico.Attention: Ada Soto.

You will be responsible for payments of shipping costs for the return of the article, in case the article by which you want to make the change is of a higher cost, he must pay the difference and is subject to availability.

Shipping costs are not refundable. If you receive a refund, the cost of sending the return will be deducted from your reimbursement.

Depending on where you live, the time you take to receive the exchanged product can vary.

If you are sending a value of value greater than $ 75, you should consider using a traceable shipping service or buying insurance for shipping. We do not guarantee that we will receive your return.



How to make a return


  1. Request your return

To request the return of the product that you bought communicate to our customer service at the phone +52 7751464749 from any city of the Mexican Republic, or you can send an email toinfo@kanaus.comWith the detailed information of your order. Once we have the information of your order to return and depending on the reason for your return, we will be sending you a prepaid DHL guide so you can send the merchandise to our distribution center.

  1. Prepare the product

Place the product in its original packaging, put it in the shipping box and protégelo with paper or other soft material to prevent it from being sent to be back. Close the box with enough adhesive tape. Finally, print the shipping guide you received in your email and pé on the outside of the box.

  1. Deliver the product in the parcel

You must go to the DHL office closer to your home or wait for your order to be collected on the day our customer service indicates.

  1. Kanaus quality control

All products sent for return reasons to our distribution center go through a quality review process. If the product sent for return was used, damaged or does not match the purchased product, the return will not be accepted and the product will be returned to the sender.

  1. Authorized refund

Once we have the product returned in good condition we will proceed to reimburse the original payment form and will be reflected in your account statement in a period of 5 to 20 days.