Refund policy

CANNAE — WEBSITE LEGAL POLICIES

Effective Date: 14 July 2026

Brand Name: CANNAE
Operating Legal Entity: Sahli FZ-LLC
Legal Type: Free Zone Limited Liability Company (FZ-LLC)
Licence Number: 45030559
Registered in: Ras Al Khaimah, United Arab Emirates
Registered Address: MBAM0018, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
Customer Care and Privacy Contact: support@cannaeuae.com

CANNAE is a brand operated by Sahli FZ-LLC.

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1. CANNAE — FINAL SALE, NO RETURN, NO REFUND & NO EXCHANGE POLICY

At CANNAE, hygiene, product safety, quality, authenticity and product integrity are of the highest importance.

ALL SALES ARE FINAL

CANNAE sells cosmetics, skincare products, hair care products, hair oils, scalp care products, beauty products, personal care products, eyelash products and other hygiene-sensitive or personal-use products.

Due to the hygiene-sensitive, personal-use and product-integrity nature of CANNAE products, ALL SALES ARE FINAL.

Except where a specific remedy is mandatorily required under applicable law, CANNAE does not accept returns, issue refunds or provide exchanges.

By placing an order with CANNAE, the customer acknowledges and agrees that CANNAE products are sold on a:

FINAL SALE — NO RETURN — NO REFUND — NO EXCHANGE

basis, subject only to rights and remedies that cannot legally be excluded, restricted or modified.

HYGIENE, SAFETY AND PRODUCT INTEGRITY

CANNAE products are cosmetics, beauty, personal care and hygiene-sensitive products intended for individual use.

After a product has been delivered, CANNAE cannot independently verify its storage conditions, handling, environmental exposure, temperature exposure, contamination status, tampering status or continued product integrity.

For hygiene, safety, contamination-prevention and product-integrity reasons, CANNAE does not voluntarily accept delivered products back into saleable inventory.

This Final Sale Policy applies whether a product has been opened or remains unopened, except where a mandatory legal right or remedy applies.

Products that have been opened, unsealed, tested, sampled, applied, worn, used, altered, contaminated or tampered with are not eligible for any discretionary return, refund or exchange.

NO CHANGE-OF-MIND RETURNS, REFUNDS OR EXCHANGES

CANNAE does not accept a return, issue a refund or provide an exchange merely because a customer:

* Changes their mind;
* No longer wants the product;
* Orders accidentally;
* Orders the wrong product;
* Orders the wrong quantity;
* Does not like the product;
* Does not like the scent;
* Does not like the texture;
* Does not like the appearance or consistency;
* Expected different individual results;
* Changes their personal preference;
* Finds another product or alternative elsewhere;
* No longer requires the product;
* Fails to review the product description before ordering;
* Fails to review available ingredient information;
* Fails to review available warnings or instructions; or
* Decides not to use the product after purchase.

Personal preference or subjective dissatisfaction does not automatically establish that a product is defective.

CUSTOMER RESPONSIBILITY BEFORE PURCHASE

Before completing an order, the customer is responsible for reviewing:

* The selected product;
* The selected quantity;
* Product description;
* Available ingredient information;
* Available product warnings;
* Available usage instructions;
* Price;
* Shipping destination;
* Recipient information;
* Delivery information; and
* Final order total.

The customer is responsible for correcting errors before completing payment.

ORDER CANCELLATIONS AND AMENDMENTS

Customers must carefully review their order before completing checkout.

Cancellation or amendment of a submitted order is not guaranteed.

Once an order has entered processing, preparation, packing, fulfilment or dispatch, CANNAE may refuse a cancellation or amendment request to the fullest extent permitted by applicable law.

A customer’s change of mind after placing an order does not automatically create a right to cancellation, return, refund or exchange.

Refusing delivery, ignoring a courier, failing to collect a shipment or abandoning an order does not constitute a valid order cancellation.

HAIR OILS, SCALP CARE AND HAIR CARE PRODUCTS

All CANNAE hair oils, scalp care products and hair care products are FINAL SALE, NON-RETURNABLE, NON-REFUNDABLE AND NON-EXCHANGEABLE, except where a mandatory legal remedy applies.

Due to their cosmetic, personal-use and hygiene-sensitive nature, CANNAE does not voluntarily accept hair oils, scalp care products or hair care products back after delivery, whether opened or unopened.

After delivery, CANNAE cannot independently verify a product’s storage conditions, handling, temperature or environmental exposure, contamination status, tampering status or continued product integrity.

Individual hair and scalp characteristics, routines, application methods, frequency of use and product-use patterns may affect a customer’s experience and results.

A product is not automatically considered defective merely because a customer:

* Does not like its scent, texture or consistency;
* Expected different individual results;
* Used an unsuitable amount;
* Used an excessive amount;
* Applied the product incorrectly;
* Used the product contrary to instructions or warnings;
* Used the product more or less frequently than directed;
* Used the product for an unintended purpose;
* Improperly stored the product;
* Exposed the product to unsuitable heat, moisture or environmental conditions;
* Contaminated the product after delivery;
* Altered the product;
* Transferred the product into unsuitable packaging; or
* Mixed the product with another product, ingredient or substance in a manner not directed by CANNAE.

Customers are responsible for using, handling and storing CANNAE hair oils, scalp care products and hair care products in accordance with all applicable instructions, warnings and intended-use guidance provided with the product or made available by CANNAE.

To the fullest extent permitted by applicable law, CANNAE and Sahli FZ-LLC are not responsible for loss, damage or unsatisfactory results caused by misuse, excessive or improper application, incorrect application, use contrary to instructions or warnings, improper storage, contamination after delivery, unauthorised alteration, transfer into unsuitable packaging, or mixing with another product, ingredient or substance in a manner not directed by CANNAE.

Nothing in this section excludes or limits any responsibility, right or remedy that cannot legally be excluded or limited under applicable law.

EYELASH PRODUCTS

All CANNAE eyelash products are FINAL SALE, NON-RETURNABLE, NON-REFUNDABLE AND NON-EXCHANGEABLE, except where a mandatory legal remedy applies.

Due to hygiene, personal-use and eye-area product-integrity considerations, CANNAE does not voluntarily accept eyelash products back after delivery.

Eyelash products that have been opened, removed from their protective packaging, tested, handled for application, applied or worn are not eligible for a discretionary return, refund or exchange.

Individual eye shape, placement, application technique, handling and preferred appearance may affect the customer’s experience.

Differences in individual fit, appearance, preferred placement or application experience do not automatically establish a product defect.

Customers must follow all instructions and warnings provided with CANNAE eyelash products.

To the fullest extent permitted by applicable law, CANNAE and Sahli FZ-LLC are not responsible for loss or damage caused by misuse, improper application, use contrary to instructions or warnings, unauthorised alteration, contamination after delivery or other customer misuse.

Nothing in this section excludes or limits responsibility that cannot legally be excluded or limited.

INDIVIDUAL RESULTS

Cosmetic, skincare, hair care and beauty results vary between individuals.

CANNAE does not guarantee identical results for every customer.

Testimonials, reviews, photographs, before-and-after content, customer experiences, demonstrations and marketing content do not constitute a guarantee that every customer will obtain identical results.

Unless expressly and lawfully stated otherwise, CANNAE cosmetic products are not represented as diagnosing, treating, curing or preventing disease.

INGREDIENTS, SENSITIVITIES AND INDIVIDUAL REACTIONS

Customers are responsible for reviewing available ingredient information, warnings and usage instructions before using a product.

Individual sensitivities, allergies, intolerances and reactions may vary.

If irritation or an adverse reaction occurs, the customer should discontinue use and seek appropriate professional advice where necessary.

An individual sensitivity, intolerance, allergy or reaction does not, by itself, automatically establish that a product has a manufacturing defect.

Nothing in this section excludes or limits CANNAE’s responsibility where such responsibility cannot legally be excluded or limited.

PRODUCT MISUSE, ALTERATION AND IMPROPER STORAGE

The customer assumes responsibility for using, handling and storing CANNAE products in accordance with all instructions, warnings and intended-use guidance provided with the product or made available by CANNAE.

To the fullest extent permitted by applicable law, CANNAE and Sahli FZ-LLC are not responsible for loss, damage or unsatisfactory results resulting from:

* Use contrary to product instructions;
* Failure to follow product warnings;
* Incorrect application;
* Excessive or improper application;
* Use for an unintended purpose;
* Improper storage after delivery;
* Inappropriate heat, moisture or environmental exposure after delivery;
* Contamination after delivery;
* Unauthorised alteration;
* Transfer into unsuitable packaging;
* Mixing with other products, ingredients or substances in a manner not directed by CANNAE; or
* Other customer misuse.

Nothing in this section excludes or limits any responsibility that cannot legally be excluded or limited under applicable law.

DEFECTIVE, DAMAGED, INCOMPLETE OR INCORRECT PRODUCTS

CANNAE’s Final Sale Policy does not create a voluntary return or refund programme.

However, nothing in this Policy excludes a consumer right or remedy that CANNAE is mandatorily required to provide under applicable law.

A customer claiming that a product was received defective, damaged, incomplete, leaking or materially different from the product ordered must contact CANNAE Customer Care promptly after delivery at:

support@cannaeuae.com

CANNAE may reasonably request:

* Customer full name;
* Order number;
* A detailed description of the reported issue;
* Clear photographs of the product;
* Clear photographs of the product packaging;
* Clear photographs of the internal parcel packaging;
* Clear photographs of the external shipping parcel;
* A photograph of the shipping label;
* Batch or lot information where available; and
* Video evidence where reasonably relevant to the reported issue.

The customer must retain the affected product and all relevant packaging while the matter is being investigated unless retaining the product would be unsafe or CANNAE instructs otherwise.

The submission of a complaint, photograph, video or other material does not automatically establish a product defect or an entitlement to reimbursement.

CANNAE may reasonably investigate the circumstances, verify available evidence and request further information relevant to the claim.

Where a remedy is mandatorily required under applicable law, CANNAE will provide the legally required or otherwise applicable remedy.

Depending on applicable law and the circumstances, such remedy may include replacement, repair where applicable, reimbursement or another remedy required by law.

UNAUTHORISED RETURNS

DO NOT SEND PRODUCTS BACK TO CANNAE WITHOUT WRITTEN RETURN INSTRUCTIONS FROM CANNAE CUSTOMER CARE.

Customer Care: support@cannaeuae.com

CANNAE does not operate a general returns programme.

The unauthorised shipment of a product to CANNAE does not automatically create a right to a refund, exchange, store credit or reimbursement.

MANDATORY LEGAL RIGHTS

Nothing in this Policy excludes, restricts or modifies a consumer right, remedy or liability that cannot legally be excluded, restricted or modified under the law applicable to the transaction.

Except for such mandatory rights and remedies:

ALL CANNAE SALES ARE FINAL. NO RETURNS. NO REFUNDS. NO EXCHANGES.

Customer Care: support@cannaeuae.com