Delivery, Returns and Refunds

This shipping and returns policy applies between you, the User of this Website and The Canerow Company, the owner and provider of this Website. The Canerow Company Ltd. Please read this policy carefully.

Welcome to The Canerow Company shipping and returns notice.

Delivery

When can I expect delivery?

For standard orders:

These are the single one-off purchases on our shop page. You can expect preparation, packaging and delivery to be 5-7 days for UK orders and more for international orders.

Note this product is presently on preorder. Being processed from the banana trees from our farmer partners to be ready for you. We do this to prevent over production and so this order will be shipped from the end of each month.

For subscription orders:

When you join as a subscriber then new month Subscription Orders are open from 1-15th of each month – if you order after that date your box will be assigned for the month following. For example, if you order during the month of March on the 14th, your item will be posted around the 28th of March. Orders after the 15th for example March 16th, then your item will be posted around the 28th of April and around these dates of each month after that.

Your item is expected to arrive with you 5-7 days later for UK orders. But this can vary. We use Royal Mail International Standard postage for those outside the UK which aims to deliver in 7-14 working days. But these can vary.

Our box size is slightly bigger than a letterbox, so we recommend having it delivered to somewhere where there will be someone in to receive it, like your work address.

 

Where do you deliver to?

We currently deliver to the UK (plus postage)

We don’t currently ship internationally to the US and Canada, EU, New Zealand or Australia but if you can’t select your country, email us at hello@thecanerowcompany.com and we’ll add you if we can.

Customs and import taxes may apply to some international orders. Buyers are responsible for any customs and import taxes that may apply. The Canerow Company is not responsible for delays due to customs.

Returns

For subscriptions, as each monthly subscription item is produced to order for you, we’re unable to accept returns for these items. You can skip up to 2 boxes in any 12 month period.

We pack every box with utmost care, but if anything is missing or has been damaged in transit, let us know by emailing hello@thecanerowcompany.com and we’ll get a replacement out to you asap.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. You can only cancel a subscription and you will be entitled to receive a refund only if you cancel within this initial fourteen days of receiving your first monthly box, after your initial subscription that you will be entitled to a refund. We reserve the right to change this Returns Policy at any time.

For single products to be eligible for a return, your item must be unused an unopened for health reasons and in the same unused condition that you received it. It must also be in the original packaging. Customers are responsible for covering the postage when returning items to us.

Please note that if you have worn or washed your hair, it cannot be returned.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

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

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Refunds

There are certain situations where only partial refunds are granted, such as any item not in its original condition, is damaged or missing parts for reasons not due to our error, or any item that is returned more than 14 days after delivery

Where refunds are applicable is when 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 the refund is approved, then your refund will be processed, and a credit note will be sent to you, within 7 days.

If you haven’t received a refund yet, first do check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next step is to contact your bank. There is often some processing time before a refund is posted. As we use Stripe payment systems this can be as much as 5 working days for the payment to return to your bank.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thecanerowcompany.com

At present we do not accept exchanges unless the product is defective or damaged. Then do first email us at hello@thecanerowcompany.com for details to return the item. You / the customer must send the product using a SIGNED FOR or TRACKED service. You / the customer will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you.

Changes to this policy

The Canerow Company reserves the right to change this policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Website and you are deemed to have accepted the terms of the policy on your first use of the Website following the alterations.

Need further help?

You may contact The Canerow Company by email at hello@thecanerowcompany.com.

20 August 2025