Return and Refund Policy

Your operational confidence is paramount. If your gear doesn’t meet the standard, leverage our straightforward return and refund process, designed in accordance with UK Consumer Law.

1. Statutory Cancellation Right (Cooling-off Period)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

At Canis Den, we extend this period and allow returns within 30 days of delivery.

2. Return Conditions

To be eligible for a refund, please ensure that:

• You may return your item within 30 days of delivery. For change-of-mind returns, items must be returned in a new, unused and resaleable condition with original packaging.
• While you have the right to inspect the goods as you would in a shop, products that show signs of excessive use or damage caused by the customer may result in a deduction from the refund amount.

Restocking Fee: We do not charge any restocking fees on returns.

Note: For hygiene or safety reasons, certain items (if sealed) cannot be returned once the seal is broken, unless faulty.

3. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, you have a right to a full refund, repair, or replacement if your goods are faulty, not as described, or unfit for purpose. If your item is damaged upon arrival, please contact us immediately. In these cases, we will cover all return shipping costs.

4. How to Start a Return

How to Start a Return: To initiate a return, please contact us at info@canisden.com with your order number. Once approved, you will need to mail your product to our return center at:

Littlefair Road
Hull
HU9 5LP

Returns are handled through our UK return centre. Our registered office is located in Paris, France and is used for correspondence only.

5. Return Shipping Costs

Customers are responsible for return shipping unless the item is damaged or incorrect.

6. Refunds

Once we receive and inspect your return, we will process your refund within 7 days. The refund will be issued to your original payment method. Please note that while standard shipping is refundable for statutory cancellations, any enhanced shipping costs (e.g., express delivery) are non-refundable.

7. Exchanges

We do not offer direct exchanges at this time. To obtain a different item, please return your original purchase for a refund and place a new order on our website.

8. Contact Information

If you have any questions, our customer service is available Monday to Friday, from 8 AM to 6 PM (GMT/BST). We respond to all enquiries within 24 hours.

Email: info@canisden.com
Phone: +44 20 4577 2431
Address: 200 Rue de la Croix Nivert, 75015 Paris, France