Return and Refund Policy

Last updated: August 28, 2026

This Return and Refund Policy applies to purchases made through our online store operated by Procano Digital ApS.

We want to make returns and refunds as clear and convenient as possible. Please review the following policy before requesting a return.

1. 30-Day Return Policy

We offer a 30-day return policy, which means that you may request an eligible return within 30 days after receiving your order.

For returns made under our voluntary 30-day return policy, the product should generally:

• Be in the same condition in which you received it;
• Be unused, unworn and undamaged;
• Include all original accessories, components and documentation;
• Include original tags where applicable;
• Be returned in its original packaging where reasonably possible; and
• Be accompanied by a receipt, order confirmation or other proof of purchase.

Products that do not meet these conditions may not qualify for a full refund, subject to applicable consumer protection law.

Our voluntary 30-day return policy does not limit any statutory consumer rights available to you.

2. How to Request a Return

If a self-service return option is available through your customer account, order page or our online store, you may submit your return request directly through that service.

If a self-service return option is not available, or if you experience any difficulty submitting a request, please contact us at:

Email: procano@procano.com
Telephone: +45 91 75 52 63

When submitting a return request, please provide:

• Your order number;
• The email address used when placing the order;
• The product you wish to return;
• The reason for the return; and
• Photographs or videos where relevant.

Once your request has been reviewed, we will provide the applicable return authorization and return instructions.

Please do not send a product back before receiving return instructions from us.

Returns sent without authorization or to an incorrect address may be delayed, refused or returned to the sender where permitted by applicable law.

3. Return Address

Our registered business address is:

Procano Digital ApS
Vieholmgårdsvej 30
3220 Tisvildeleje
Denmark

CVR number: 46558014

However, our registered business address is not necessarily the address to which returned products should be sent.

Depending on the product, customer location and fulfilment arrangements, returns may be processed by another designated return facility or logistics partner.

Therefore, please do not send any product to our registered business address unless our return instructions specifically tell you to do so.

The correct return address will be provided after your return request has been approved.

We are not responsible for delays or additional costs caused by products being sent to an unauthorized or incorrect return address, except where applicable law provides otherwise.

4. Damaged, Defective, Incorrect or Missing Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• The product arrives damaged;
• The product is defective or does not function as reasonably expected;
• You receive the wrong product;
• Parts, accessories or components are missing; or
• The parcel shows significant signs of transportation damage.

Please provide:

• Your order number;
• A description of the problem;
• Clear photographs of the product;
• Photographs of the packaging where relevant;
• A photograph of the shipping label where relevant; and
• A video demonstrating the problem where reasonably necessary.

Once we have reviewed the information, we will provide an appropriate solution.

Depending on the circumstances, this may include:

• Replacement;
• Repair;
• Reshipment of missing components;
• Return;
• Partial refund; or
• Full refund.

Where a return is required because the product is confirmed to be defective, damaged, incorrect, incomplete or otherwise non-conforming due to an error for which we are responsible, we will cover reasonable return shipping costs.

Where available, we may provide a prepaid return shipping label.

If a prepaid label is not available, we may ask you to arrange the return using an approved shipping method and reimburse reasonable return shipping costs after receiving the appropriate shipping receipt or other proof of cost.

Please contact us before arranging such a return.

5. Change-of-Mind Returns

If you return an eligible product because you changed your mind, ordered the wrong item or otherwise no longer wish to keep the product, you will generally be responsible for the direct return shipping costs, except where applicable law requires otherwise.

Depending on the return method available, you may either:

• Arrange and pay for return shipping yourself; or
• Use a prepaid return label provided by us or our return service provider.

If you choose to use a prepaid return label for a voluntary change-of-mind return, the cost of that return label may be deducted from your refund.

Where a deduction applies, the applicable return shipping charge will be disclosed to you before you accept or use the return label.

We will not deduct an undisclosed return shipping fee from your refund.

6. Non-Returnable Products and Exceptions

Certain products may not be eligible for return where permitted by applicable law.

These may include:

• Goods made to your specifications or clearly personalized;
• Goods liable to deteriorate or expire rapidly;
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
• Hazardous materials;
• Flammable liquids or gases;
• Goods that become inseparably mixed with other products after delivery;
• Sealed audio, video or software products once unsealed, where applicable; and
• Other products excluded from return or withdrawal under applicable consumer protection law.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

These exclusions do not limit mandatory rights relating to defective, damaged, incorrect or otherwise non-conforming products.

7. Exchanges

If you would like a different product, model, size, specification or variation, please submit a return request through the available self-service return option or contact us.

Depending on product availability, we may:

• Arrange an exchange;
• Provide instructions for returning the original item; or
• Ask you to return the original item and place a new order.

Direct exchanges cannot always be guaranteed because inventory may change.

8. EU/EEA 14-Day Statutory Right of Withdrawal

Consumers in the European Union and European Economic Area purchasing eligible goods through an online or other distance-selling method generally have a statutory right to withdraw from the purchase within 14 days without giving a reason, subject to applicable legal exceptions.

For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

To exercise this right, you must inform us of your decision to withdraw before the withdrawal period expires.

You may submit your withdrawal request through an available online return service or contact:

Email: procano@procano.com
Telephone: +45 91 75 52 63

After informing us of your decision to withdraw, you must send the goods back without undue delay and, where applicable, no later than 14 days after the date on which you informed us of your withdrawal.

We will provide the appropriate return address and return instructions.

You may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for such inspection.

The statutory right of withdrawal is separate from our voluntary 30-day return policy.

Nothing in this section limits your rights regarding defective, damaged, incorrect or non-conforming goods.

9. Return Shipping Costs

Change-of-Mind or Voluntary Returns

For voluntary returns, including eligible returns made because you changed your mind, you are generally responsible for the direct return shipping costs.

You may arrange your own return shipping where permitted by our return instructions.

If we provide an optional prepaid return label for such a return, the cost of the label may be deducted from your refund.

Any applicable deduction will be disclosed before you use the label.

EU/EEA Statutory Withdrawal

Where an EU/EEA consumer exercises an applicable statutory right of withdrawal, the consumer is responsible for the direct cost of returning the goods where permitted by law and where this information was properly communicated before purchase.

Defective, Damaged or Incorrect Products

You will not be required to pay reasonable return shipping costs when a return is required because of:

• A defective or non-conforming product;
• Damage occurring before or during delivery;
• An incorrect product supplied by us;
• Missing components or accessories; or
• Another confirmed error attributable to us.

In these circumstances, we may provide:

• A prepaid return label;
• Another arranged return method; or
• Reimbursement of reasonable return shipping costs.

Please do not return an item before receiving our instructions.

Do not send returns on a cash-on-delivery, freight-collect or postage-due basis unless we have expressly authorized this in writing.

10. Return Shipping and Tracking

Where you arrange return shipping yourself, we strongly recommend using a secure and trackable shipping service.

Please retain:

• Your shipping receipt;
• Tracking number; and
• Proof of dispatch

until your return and refund have been completed.

You are responsible for following the return instructions provided to you, including using the correct return address.

11. Return Inspection

Once your returned product reaches the designated return facility, it will be inspected.

We will notify you when appropriate regarding whether the return has been approved.

For voluntary returns, products that are:

• Significantly used;
• Damaged after delivery;
• Missing important components;
• Incomplete; or
• Returned in a condition that significantly reduces their value

may result in a reduced refund or rejection of the voluntary return where permitted by law.

This does not limit mandatory consumer rights.

12. Refunds Under the EU/EEA Right of Withdrawal

Where you validly exercise an applicable statutory right of withdrawal, we will reimburse the payments required by applicable consumer law.

This normally includes the cost of the least expensive standard delivery option offered for the relevant order.

If you selected a more expensive delivery method, such as express or expedited shipping, any additional amount above the least expensive standard delivery option may not be refunded.

We will issue the reimbursement without undue delay and within the period required by applicable law.

For physical goods, where permitted by law, we may withhold reimbursement until:

• We receive the returned goods; or
• You provide acceptable evidence that you have sent the goods back,

whichever occurs first.

Unless otherwise agreed, reimbursement will be made using the same payment method used for the original transaction.

We do not charge a separate refund processing fee.

13. Refunds Under Our Voluntary 30-Day Return Policy

Once an eligible voluntary return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will normally be issued to the original payment method within 10 business days after approval.

Where applicable, an agreed and previously disclosed return-label charge may be deducted from the refund for a voluntary change-of-mind return.

No such return-label fee will be deducted for confirmed defective, damaged, incorrect or non-conforming products for which we are responsible.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact:

procano@procano.com

14. Original Shipping Charges

For a valid EU/EEA statutory withdrawal, eligible standard outbound delivery charges will be refunded as required by applicable law.

Additional amounts paid because you selected an express, expedited or other premium delivery service may not be refundable beyond the cost of our least expensive standard delivery option.

For voluntary change-of-mind returns outside an applicable statutory withdrawal period, original shipping charges are generally not refundable unless otherwise stated or required by applicable law.

If the return results from an error for which we are responsible, appropriate shipping costs will be handled in accordance with applicable law and this policy.

15. Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible.

Email: procano@procano.com
Telephone: +45 91 75 52 63

We will make reasonable efforts to accommodate your request.

However, once an order has entered fulfilment or has already been dispatched, we may not be able to cancel or modify it.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

16. Refund Method

Refunds will normally be returned to the original payment method used for the order.

If this is not reasonably possible, we may contact you to arrange another appropriate refund method.

Please never provide passwords, full card details or other sensitive payment credentials by email.

17. Contact Us

If you have questions regarding a return, refund, exchange or product issue, please contact:

Procano Digital ApS

CVR number: 46558014

Registered business address:
Vieholmgårdsvej 30
3220 Tisvildeleje
Denmark

Email: procano@procano.com
Telephone: +45 91 75 52 63

Important: The registered business address above is provided for company identification and contact purposes. Please do not send returns to this address unless your return instructions specifically designate it as the return destination.