Returns & Exchanges at YouCanna
We want you to be completely satisfied with your purchase. However, due to the nature of our products (health-related items and electronic devices), there are specific return rules established by the legislation of Ukraine.
🔄 General Return Conditions
In accordance with Art. 9 of the Law of Ukraine "On Protection of Consumer Rights," you have the right to return or exchange a product within 14 days of purchase, provided that:
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The product has not been used and shows no signs of wear.
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The marketable appearance, seals, labels, and original packaging are fully intact.
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You have a document confirming the purchase (receipt or invoice).
⚠️ Specifics for Certain Categories (Vapes & CBD)
According to the Decree of the Cabinet of Ministers of Ukraine №172, there are restrictions on certain groups of good quality goods:
1. Electronic Devices (Vaporizers & Vapes)
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Hygiene Aspect: Since these devices come into contact with the mucous membrane of the mouth, they are classified as personal hygiene items. Returning a device that has been used (even once) is not possible.
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Warranty Cases: If a device has a manufacturing defect (does not turn on, does not charge), it is subject to exchange or warranty repair after inspection by our service department.
2. Liquids, CBD Oils, and Consumables
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Food Products & Cosmetics: CBD oils, capsules, and cosmetics belong to categories that cannot be returned if the packaging has been opened or the protective seal is broken.
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Cartridges & Coils: These are consumables. Exchange is only possible if the factory blister pack remains sealed and intact.
🛡️ What to do upon receiving your order?
We strongly recommend inspecting the parcel directly at the Nova Poshta branch:
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Check the integrity of the packaging and the completeness of the order.
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For Electronics: Check if the device turns on (if possible without using liquids).
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If you find any damage or a discrepancy with your order — refuse the delivery and file a report (act) with the postal representative.
🛠️ Return Procedure
If the product meets the return conditions (unopened, unused):
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Contact us: Message us via Direct or call our manager.
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Shipping: Send the item via Nova Poshta without "cash on delivery" (shipping details will be provided by our manager).
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Inspection: Our warehouse will check the item for signs of use within 1–2 business days.
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Refund: The funds will be transferred to your card within 3 business days after the inspection is complete.
