Returns, exchanges and complaints

Return policy
When you order from our website, you always have 14 days right to withdraw from purchases according to the The Act on Distance Contracts and Of - Premises Contracts. This means that you as a customer have the right to withdraw from your purchase by contacting us at Canis Certo AB within 14 days from receiving the ordered item.

How to return:
You must announce that you want to make a refund. The message must be sent to retur@caniscerto.com. In your message, your name, address, e-mail address, telephone number, order number and which goods the return applies to must be clearly stated.

When we have received and approved your return, we will refund you for the product(s). We will not refund the shipping costs from the original purchase.

Returned products must be returned in unchanged and unused condition. This means that labels and protective plastic must remain in the same condition as when the product(s) were delivered. All returns must be sent back in their original packaging and delivered in the same way as you received them for the return to be approved.

If the return is damaged as mentioned above, or demonstrates for example torn labels, dirt, or hair, Canis Certo AB has the right to charge you for the damage to the product. This charge can amount to 100% of the value of the product if it is not considered to be in saleable condition. You will then receive a refund minus the reduction for the damaged product.

The refund is made as soon as we have received and checked the product condition. The refund applies to the returned product. The refund is always made to the same payment method that you used for the payment of your order. The cost for the original shipping will not be refunded.

The right to return does not apply if:
Products returned with tags removed, stains or other damage to the garment.

If you have purchased your Canis Certo product from a private person, we unfortunately cannot help you with possible exchanges/complaints.

For more on the statutory right of withdrawal, see here.

Claims and complaints
We inspect all products before they are sent to you. Should the product still be damaged or wrongly shipped when it arrives, we undertake, in accordance with current The Act on Distance Contracts and Of - Premises Contracts, to rectify the error free of charge.

You must always contact us for approval before returning a defective item.

The complaint must be sent immediately after the defect has been discovered.

How do you proceed with a complaint?
Any errors and defects must always be reported to us at retur@caniscerto.com, where you state your name, address, e-mail address, telephone number, order number and a description of the error.

If we are unable to remedy the defect or supply a similar product, we will refund you for the defective product in accordance with applicable The Act on Distance Contracts and Of - Premises Contracts. We are responsible for return shipping in the event of approved complaints.

We reserve the right to refuse a complaint if it turns out that the product is not faulty in accordance with current The Act on Distance Contracts and Of - Premises Contracts. In the case of complaints, we follow guidelines from the National Board for Consumer Disputes (ARN). More information is available at the Swedish Consumer Agency.
If a dispute arises between you as a customer and Canis Certo AB and we are unable to resolve the dispute, you can submit a complaint to the EU’s online dispute resolution service (ODR). More information can be found via the following link Online Dispute Resolution | European Commission (europa.eu)

Exchanges
If you wish to change to another size, it is easiest to return first and then place a new order. See the "return policy" section.