Refund & Returns Policy

Under the EU Consumer Rights Directive (2011/83/EU) and equivalent EEA/Norwegian legislation (angrerettloven), you have the right to withdraw from your purchase within 14 calendar days, without giving any reason.

The withdrawal period expires 14 days after the day you (or a third party indicated by you, other than the carrier) physically receive the last item of your order.

To exercise this right, you must inform us of your decision to withdraw before the period expires. You can do this by:

• Emailing hello@caniscool.no with your order number, or
• Using the model withdrawal form below.

You may inspect the product as you would in a physical store. To receive a full refund, items should be returned:

• In original condition, with all tags and packaging
• Unused, unwashed, and free from pet hair, odours, or damage
• Together with any free accessories included in the original order

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. We may deduct a reasonable amount from your refund if returned items show signs of use beyond inspection.

1. Notify us — Email hello@caniscool.no with your order number and reason for return.
2. Receive a return label — We'll reply within 1 business day with shipping instructions and a return address.
3. Send the item back — Pack the item securely and ship it within 14 days of notifying us. We recommend a tracked service.
4. Get refunded — Once we receive and inspect your return, we'll process your refund within 14 days.

Return shipping: The cost of returning the item is the customer's responsibility, unless the item is faulty, damaged on arrival, or we sent the wrong product.

We will reimburse all payments received from you, including the cost of standard delivery (but not any extra costs resulting from your choice of a delivery type other than the least expensive standard delivery offered).

Refunds are issued to the same payment method used for the original purchase. We will carry out the reimbursement no later than 14 days from the day on which we receive the returned goods, or proof that you have returned them — whichever is earliest. You will not incur any fees as a result of the reimbursement.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them.

Under EU Directive 2019/771 on the sale of goods, you are entitled to a 2-year legal guarantee from the date of delivery. If a product is faulty, defective, or not as described, you are entitled to:

• A free repair or replacement, or
• A price reduction or a full refund, if repair or replacement is impossible or disproportionate.

Defects appearing within the first 12 months are presumed to have existed at the time of delivery, unless we can prove otherwise. For consumers in Norway, the statutory guarantee period for products designed to last significantly longer than 2 years (such as our beds) is 5 years under the Norwegian Consumer Purchases Act (forbrukerkjøpsloven § 27).

In all these cases, return shipping is on us. Email hello@caniscool.no with photos of the defect and your order number.

In line with EU Directive 2011/83/EU Article 16, the right of withdrawal does not apply to:

• Sealed goods that are not suitable for return for hygiene reasons and have been unsealed after delivery (e.g. a cooling vest that has been worn by a dog);
• Goods made to your specifications or clearly personalised;
• Goods which, by their nature, become inseparably mixed with other items after delivery.

If you haven't received a refund within 14 days of our confirmation:

1. Check your bank account again.
2. Contact your card-issuing bank — it may take some time before your refund is officially posted.
3. If you've done all of this and still haven't received your refund, please contact us at hello@caniscool.no.

We aim to resolve all complaints amicably and quickly. If we can't reach an agreement, EU consumers may submit a complaint via the European Commission's Online Dispute Resolution (ODR) platform:

https://ec.europa.eu/consumers/odr

Norwegian consumers may also contact Forbrukertilsynet or Forbrukerrådet.

You may use this form, but it is not obligatory.