Refund policy

90-DAY MONEY-BACK GUARANTEE

We have a 90-day money-back guarantee policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, you will need the receipt or proof of purchase.

To start a return, you can contact us at hello@caninescience.co.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@caninescience.co.

Returns and Refunds Policy for Incorrect Items

To ensure the highest quality service and to efficiently address any concerns, we require customers to follow the policy outlined below for returns and refunds related to incorrect items received:

  1. Unboxing Video Requirement:
    Customers must provide a clear and continuous unboxing video as evidence to request a refund or exchange for any incorrect items received. The video should start from the unopened parcel and show the entire process of opening the package and displaying the contents inside.

  2. Video Specifications:

    • The video must clearly show the sealed, unopened parcel, with no signs of tampering or previous opening.
    • It should capture the unsealing, unpacking, and reveal of all items received.
    • The recording must be uninterrupted and unedited, providing a complete view of the unboxing process.

  3. Non-Compliance:
    Refunds or exchanges will not be processed if the required unboxing video is not provided, or if the video does not meet the specifications outlined above.

  4. Eligibility:
    This policy applies only to incorrect items sent. It does not cover returns for other reasons, such as change of mind or dissatisfaction with the product. For other return requests, please refer to our standard return policy.

By placing an order with us, you acknowledge and agree to this policy.

 

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, like 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 sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 10 business days if approved. 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 hello@caninescience.co.