Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For returns, you will have to pay for shipping to our global warehouse and refunds can only be made on items in as new, unused condition with all tags intact.
Exchanges
For exchanges, Kanine will cover the shipping costs for a one time exchange only. Only exchanges for sizes of 1 size up or down is permitted. Please check the size charts. Only one exchange is permitted per item
Please message us on live chat on kanine.com or alternatively email cc@kanine.com to initiate an exchange. The fastest way to ensure you get what you want is to order the new item immediately online and notify us of the intention to exchange the old item and we will include a return label to you in the new order for the return of the old item and a refund when we receive it in our warehouse. Please note depending on the capacity of the return couriers (some times in extremely busy periods), it can take up to three weeks for the item to be returned to us. Our refunds will be executed immediately onece our warehouses have inspected the return item
Alternatively, the slower method (up to three weeks) is for us to initiate a return label to you for the product (in as new, unused condition complete with all tags) and then send out the new size exchange to you upon receipt.
To be eligible for a return and refund, your item must be in the same condition that you received it, unworn or unused, with all tags, and in its original packaging with proof of purchase or receipt.
Please note: special promotions or special sales offers requiring special codes are excluded from the 30 day return policy.
To start a return, you can contact us on live chat on kanine.com or you can email us on cc@kanine.com
Based on your location, the most efficient return address will be provided to you which may be international. If your return is accepted, we will send instructions on how and where to send your package, along with an exchange label (as applicable). Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, eg special offer promotions or special discounted offers and other products like perishable goods (such as food), custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on promotional or sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return into our global warehouse, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at cc@kanine.com.
