Help Us Help You...
We respect your rights as a customer and will recognise and comply with statutory requirements. However, we also believe that fair play works in both directions and respect honesty in all dealings.
We recognise the need will arise from time to time to return for replacement or refund. We believe the returns process should be efficient and painless.
We simply ask that the garment is returned as you received it, unworn and in original packaging - no need for explanation - following the procedure outlined below.
Returns Reference Number : RRN
In all instances, please email / message (details below) for a returns reference number. This will help us efficiently manage your return. Please state Style, Colour and Size of Jumper, Order number (if bought online), and Date of Purchase in your mesage / email. We will email / message you a RRN within 24 hours.
(Polite notice : Failure to use a RRN will result in a slower resolution, taking up to 14 days after receipt of the return)
Wrong Size / Colour / Style or Fit:
Not to worry, it happens!
If you know what replacement garment you want, then please include this (Style / Size / Colour) in your email / message for the RRN. Subject to availability, we will despatch your replacement within 24 hours of receipt of the return following inspection, subject to payment of additional postage. If you require a larger size, you might be asked to pay the difference. We will refund the difference where you need to downsize.
If you want a refund, then that's fine. Hopefully we can meet your requirements next time around.
Product Defect upon Delivery:
Unfortunately, despite the exercise of stringent quality control, product defects occasionally arise .
Should the garment be defective, please attach photographic images of the defect when emailing / messageing for the RRN. If we agree the defect, we will despatch a replacement (or offer an alternative) at our cost within 48 hours of notification. Please advise if you require a refund.
If you cannot obtain photographic images of the defect, or if we require the garment to be returned for further inspection before deciding refund or replacement, we would ask you the garment using the returns slip. In the event that we agree the defect, we will refund your postage.
We offer a 10% goodwill discount on your next purchase should a defect arise.
Product Defect - Once Worn
Where the garment has been worn we require the product to be returned. Please follow procedure and request RRN.
Returns email address: Returns@canineandco.co.uk
Returns message: canineandco