Refund policy

We want you and your dog to be happy with every order. Here's how returns and refunds work.

Your Right to Cancel (UK Consumer Contracts Regulations)

Under the UK Consumer Contracts Regulations, you have 14 days from receipt of goods to cancel your order and return it for a refund (excluding personalised or perishable items). Products must be returned unused, in their original packaging, and at your expense unless the item is faulty or misdescribed. Once we receive and inspect your return, we'll process your refund within 14 days to your original payment method. Original shipping costs are non-refundable unless the return is due to our fault (e.g. defective or incorrect item).

60-Day Money Back Guarantee

At Canilabs, we're confident our supplements can make a difference for your dog. That's why we offer a 60-day money-back guarantee to let you try it with peace of mind. If you don't see benefits after using it as directed for 60 days, we'll provide a free replacement tub, store credit, or a refund for the first tub purchased — whichever works best for you and your pup. This guarantee is limited to one claim per customer per product.

How It Works:

Step 1 – Try It Out: Our products last different amounts of time depending on your dog's size, so you may need two tubs to complete the full 60-day period. Use the product as directed on the label, as supplements often take 2–4 weeks to start showing results.

Step 2 – Reach Out: If you're not seeing the benefits you hoped for, email us at support@canilabs.co.uk within 60 days of your first order with details about your dog's experience (e.g. usage, results, optional photos). We'll offer free advice and discuss options like a replacement or credit.

Step 3 – Return One Tub: If you'd like a refund, return the first tub purchased (or its empty packaging) within 14 days of contacting us to the address we provide. You need to cover return shipping unless the product is faulty. Any additional tubs purchased must be returned unopened to be eligible for a refund.

Step 4 – Get Your Resolution: We'll process a free replacement, store credit, or refund for the first tub purchased (excluding original shipping costs) within 7–10 business days of receiving the return.

This guarantee applies only to the first purchase of each product from canilabs.co.uk. Refunds are limited to the first tub purchased per product, even if you purchase multiple tubs for the 60-day trial. Proper use as directed is required for the full 60 days. We reserve the right to deny claims if the guarantee is misused.

Non-Returnable Items

Personalised or perishable products cannot be returned unless defective.

Lost, Damaged, or Faulty Orders

If your order doesn't arrive within 7 working days of dispatch, or arrives damaged, email support@canilabs.co.uk with your order number and, for damages, a photo. We'll investigate and, if confirmed lost or faulty, send a replacement or issue a full refund (including shipping costs) within 14 days of confirmation.

How to Start a Return

Email support@canilabs.co.uk with your order number and we'll provide return instructions and an address. Refunds are issued to your original payment method through Shopify.