Refund policy
Last updated: August 30, 2026
We want every Cantera order to feel considered and clear. This policy explains how to request a return, when return postage is payable, and how we handle refunds and order problems.
30-day returns
You may request a return within 30 days of receiving your order.
To qualify under Cantera’s voluntary 30-day return policy, an item must be unused and unworn, with its original tags attached and any accessories and original packaging included. You may try clothing on as you would in a shop, but items showing signs of wear, washing, damage, alteration, fragrance, deodorant, makeup or other marks may not qualify for a full refund under this voluntary policy.
If an item was supplied with a hygiene seal or liner, it must remain attached and intact for a change-of-mind return. See Hygiene-sensitive items below.
This voluntary policy does not limit your statutory rights. UK consumers generally have a legal right to cancel an eligible online purchase within 14 days after delivery, then a further 14 days to return the goods after notifying the retailer. Faulty, damaged, misdescribed or incorrect goods are protected separately under the Consumer Rights Act 2015.
How to request a return
Email support@wearecantera.shop with:
- Your full name
- Your order number
- The item or items you wish to return
- The reason for the return
- Clear photographs if the item is damaged, faulty or incorrect
You may also submit a request through our Contact page.
We will reply with the correct return instructions and return address. Please wait for these instructions before posting an item, as returns may be handled at different locations. Contacting us within the relevant return period records the date of your request; our response time will not reduce any statutory cancellation right.
Return address
Approved returns must be sent to the return address provided by our customer-care team. Depending on the item and fulfilment location, the return address may be outside the United Kingdom.
Do not return items to our registered office. It is not a warehouse or returns address, and parcels sent there may be delayed or rejected.
Use a tracked postal service and keep your receipt and proof of postage until the return and refund are complete.
Return shipping costs
- Damaged, faulty or incorrect items: Cantera will arrange return postage or reimburse the reasonable cost of tracked return postage. Please contact us before sending the item.
- Orders that do not arrive: Contact us so we can investigate and provide the appropriate resolution, which may be a replacement or refund depending on the circumstances.
- Change-of-mind or sizing returns: The customer is responsible for return postage.
Cantera does not charge a restocking fee.
Refunds
We inspect returned items after they arrive. If the return is approved, the refund will be issued to the original payment method.
We aim to process approved refunds within 10 business days of receiving and inspecting the return. Where a statutory cancellation right applies, reimbursement will be made without undue delay and no later than 14 calendar days after we receive the returned goods or evidence that they were sent back, whichever occurs first.
Your bank or payment provider may require additional time to display the refund after it has been issued. Cantera cannot control that processing time.
If only part of an order is returned, only the value of the returned item or items will be refunded. Cantera offers free standard delivery, so there is no outbound standard-delivery charge to reimburse.
Exchanges
To request another size or colour, email support@wearecantera.shop. Exchanges depend on live stock availability and cannot be guaranteed.
Where a direct exchange is unavailable, the quickest option may be to return the original item for a refund and place a new order for the preferred variant.
Hygiene-sensitive items
The change-of-mind cancellation right may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.
For Cantera, this restriction applies only where a product is genuinely supplied with a hygiene seal or liner and the restriction is clearly shown on the relevant product page before purchase. If that seal or liner is removed, broken or altered, the item cannot be returned for a change of mind.
This restriction does not remove your statutory rights where an item is faulty, damaged, misdescribed or incorrect.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty, misdescribed or not what you ordered, contact us promptly at support@wearecantera.shop with your order number and clear photographs where possible.
We will assess the issue and explain the available remedy. Depending on the circumstances and your statutory rights, this may be a repair, replacement, price reduction or refund. We will not charge you reasonable return-postage costs for an accepted damaged, faulty or incorrect-item claim.
Your statutory rights
Nothing in this policy excludes or limits your statutory consumer rights. The voluntary Cantera return conditions operate alongside rights provided by applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Contact information
Trading name: Cantera
Legal business name: YOGA LTD
Company number: 13506852
Registered office: 28–35 Bordesley Street, Birmingham, United Kingdom, B5 5BL
Registered office notice: This is not a visiting address, warehouse, collection point or returns address.
Email: support@wearecantera.shop
Contact page: wearecantera.shop/pages/contact
Customer-care hours: Monday–Friday, 9:00 AM–5:00 PM UK time
Typical response time: 1–2 business days