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Late or missing refunds
  • 1. Returns


In the event that you receive any of our products that are faulty, please advise us within the time frame given below and we will process the situation.


  A) Returns Process


If the goods are faulty and you would like to return them to us, please follow the simple steps below:


Please send us an email along with a photo of the product and please explain the fault or problem with as much detail as possible–our email address is:

Once confirmation has been given by Canela Bali for the replacement of goods to proceed, please send the product in its original packing and labeling back to:


Jl Raya Basangkasa, gang badung no 89, Basangkasa Seminyak, 80361 Kerobokan, Bali


  B) Condition of Return


Returns must be in as new condition with tags attached unless faulty.

We recommend sending returns via registered post as we do not accept responsibility for lost items.

We will happily exchange or refund your item provided the item and its packaging are in the original unused condition with the original tags attached.

Any items returned outside of this period (7 days) (unless faulty) or items returned damaged or soiled (unless faulty) will be the responsibility of the customer to return. Canelabali will not be responsible for the cost of returning these items to you.

After 2 days, all sales are FINAL. You have two days to notified us for a return once you receive your order, and 4 days more to send back the items to us.

  • 2. Refunds


  A) Refund Process


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your PayPal account or original method of payment, within a certain amount of days. International exchanges will be charged a re-shipping fee to have the new goods shipped back to you.

*Refunds not applicable on sale or promotional items.

  B) Receipt of goods by customer


Upon receipt of the goods the buyer is responsible for inspecting the goods and notifying Canela Bali within 48 hours of the receipt of the goods if there is a fault.

  C) Loss


If further damage or loss of the goods occurs when the products are being returned to our office, Canela Bali will not be liable.


  D) Late or missing refunds


If you haven’t received a refund yet, first check your PayPal account again.

There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


  E) Risk and title


The Products will be at your risk from the time of delivery.

Return Process
Condition of return
Refund process
Receipt of the good by customer
Risk and title
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