Refund Policy

Every refund goes back to the original payment method through Stripe. We cannot redirect a refund to a different card, a different person or a bank transfer — this protects you against payment fraud, and Stripe enforces it.

Refunds are issued in USD, the currency you paid in. If your bank converted the payment, the amount that lands may differ slightly because your bank applies its own rate on the day of the refund. That difference is set by your bank; we refund the full USD amount either way, and we never deduct a processing fee from a refund.

If your card has expired or been replaced, Stripe normally routes the refund to its replacement. If the account is closed entirely, contact your bank first, then us — we will work with Stripe to resolve it.

• We start it within three business days of the returned kit arriving and passing inspection, or immediately when we cancel an order ourselves.
• Cards: 5–10 business days to appear, depending on your bank.
• Digital wallets: typically 5–10 business days, following the funding card behind the wallet.
• Bank debit methods: up to 14 business days.

We email you when the refund leaves us. From that point the timing is with your bank; if the money has not appeared after 10 business days, send us the refund confirmation email and we will chase it with Stripe.

• Returned in the return window: full refund of the kit price, once the kit arrives back complete and unused per the Returns Policy.
• Faulty, damaged or wrong kit: full refund including the original shipping and your return postage.
• Cancelled before dispatch: full refund including shipping. Email us as soon as you can — we dispatch within two business days.
• Lost in transit: full refund including shipping, or a replacement, whichever you prefer.
• Refused at customs: refund of the kit price once it returns to us, less the original shipping and any carrier return charge. Import duties are set by your government and cannot be refunded by us.

Where only part of an order comes back, we refund those kits. If a partial return drops the order under the free-shipping threshold, we do not retrospectively charge you shipping.

Membership is a subscription, so it works differently from a kit.

• Cancelling: cancel any time from the Stripe customer portal on the Membership page. Your benefits continue to the end of the period you have already paid for, and you are not charged again. We do not pro-rate an unused part of a period.
• First 14 days: if you have not used a member benefit — no member-priced order, no free member shipping, no reservation, and no quarterly edition dispatched — email us within 14 days of your first payment for a full refund of that payment.
• Renewals: if a renewal charges you after you meant to cancel, tell us within 14 days of the charge. If no benefit has been used in that period, we refund it in full and cancel the membership.
• Dispatched quarterly editions: a Seasonal Core Drop that has already been dispatched is a physical good and is not refunded as part of a membership refund. Once it is delivered you can return it under the Returns Policy like any other kit.
• Yearly plans: outside the 14-day window, a yearly plan runs to the end of its term. If you cancel, benefits continue until the term ends and no further payment is taken.

If we withdraw a membership benefit materially and permanently, we refund the unused part of your current period on a pro-rata basis, whatever the rest of this section says.

Wholesale orders are invoiced against an agreed quote and are made to that order, so they are not covered by the change-of-mind window that applies to consumer orders. Faulty, damaged or incorrectly supplied goods are always refunded or replaced in full. Cancellation terms are set out on the quote before you approve it.

If something is wrong, please contact us before opening a chargeback. Email support@cantcore.shop with your order reference — we can usually resolve it the same day, and a refund from us reaches you faster than a bank dispute.

If a chargeback is raised, we respond to Stripe with the order record, the delivery confirmation and our correspondence with you. We do not treat a good-faith dispute as a reason to refuse service. Where a chargeback is raised fraudulently on goods that were delivered and kept, we will contest it and may decline future orders — see the Acceptable Use Policy.

Return conditions are in the Returns Policy; delivery and duties in the Shipping Policy. Nothing here limits your statutory rights as a consumer in United Kingdom, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, or the equivalent rights in your country of residence. This policy is governed by the laws of Scotland, United Kingdom.