Terms of service

Welcome to Canilabs Ltd!

These Terms and Conditions govern your use of our website, canilabs.co.uk, our Shopify-hosted checkout at shop.canilabs.co.uk, and your purchase of products from us (collectively, the "Service"). By accessing our site or placing an order, you agree to be bound by these terms, including any policies referenced herein. Please read them carefully. If you do not agree, you may not use our Service.

1. About Us

Canilabs Ltd is a company registered in England and Wales (Company No. 16111653, Trading Standards Reg No. GB 178 234490). Registered address: Canilabs Ltd, Unit A, 82 James Carter Road, Mildenhall, IP28 7DE. You can contact us at support@canilabs.co.uk.

2. General Conditions

We reserve the right to refuse service to anyone for any reason at any time. This includes, but is not limited to, suspected fraud, abuse of our policies, or non-compliance with these terms. You must be at least 18 years old or the age of majority in your jurisdiction to use this site or purchase products. You agree not to reproduce, duplicate, copy, sell, or exploit any part of the Service without our express written permission. By purchasing our products, you agree they are for personal use only and not for resale. We may cancel orders suspected of being placed for resale or improper use.

3. Ordering and Payment

Orders are subject to availability and acceptance by us. Prices are in GBP and include VAT where applicable. Payment must be made at the time of ordering via the methods provided at checkout. Payments are processed securely via Shopify Payments, our trusted payment processor. No card details are stored on our servers; all payment information is handled securely by Shopify. We reserve the right to refuse or cancel any order, including those suspected of fraud or placed by resellers, and may limit quantities per person or household. You agree to provide current, complete, and accurate billing and account information for all purchases and to update it promptly as needed.

4. Delivery

We aim to dispatch orders within 2-3 business days of receiving payment. Delivery times may vary depending on your location. Risk of loss or damage passes to you upon delivery.

If delivery fails due to an incorrect address provided by you or refusal of the package, we will attempt re-delivery once or return the order to our facility. You may be responsible for additional shipping costs for re-delivery, or a refund (excluding original shipping costs) may be issued if the order is returned to us.

5. 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.

See our Refund Policy for full details on how this works.

6. Returns and Refunds (Outside Guarantee)

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 faulty or misdescribed. Refunds will be issued within 14 days of receiving the returned goods.

7. Accuracy, Completeness, and Timeliness of Information

We are not responsible if information on canilabs.co.uk is not accurate, complete, or current. Content is provided for general information only and should not be relied upon as the sole basis for decisions without consulting more accurate or timely sources (e.g. a veterinarian). Any reliance on this information is at your own risk. We may modify site content at any time but have no obligation to update it. You agree to monitor changes to our site.

8. Limitation of Liability

No Medical or Veterinary Advice: Our dog nutritional products, supplements, and the content on canilabs.co.uk (including any associated social media accounts operated by Canilabs Ltd) are provided for informational and educational purposes only. They are not intended to diagnose, treat, cure, or prevent any disease or condition, nor do they constitute professional veterinary or medical advice. We strongly recommend consulting a qualified veterinarian before using our products or making any decisions about your dog's health or nutrition based on our website, products, or communications.

Use at Your Own Risk: Any reliance on our products or the information provided on canilabs.co.uk or our social media platforms is strictly at your own risk. Canilabs Ltd is not responsible for any adverse effects, injury, loss, or damage arising from misuse, improper use, or failure to follow product instructions, nor from disregarding or delaying professional veterinary advice.

Product Limitations: While we strive to ensure our products meet high standards, we do not guarantee specific results, as outcomes may vary depending on factors beyond our control (e.g. your dog's health, diet, or individual response). Our products are intended for use as directed on the packaging or website.

Legal Limits: To the fullest extent permitted by law, Canilabs Ltd's liability for any claim arising from the use of our products or Service is limited to the amount paid for the product in question. We shall not be liable for any indirect, consequential, or incidental damages, including but not limited to loss of profits or goodwill, whether in contract, tort, or otherwise, even if advised of the possibility of such damages.

Statutory Rights: Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law (e.g. defective products under the Consumer Protection Act 1987).

Canilabs Ltd shall not be liable for any delay or failure to perform obligations under these terms due to events beyond our reasonable control, including but not limited to natural disasters, supply chain disruptions, or government restrictions.

9. Intellectual Property

All content on canilabs.co.uk, and our official social media accounts (including X, Instagram, Facebook, and TikTok), including but not limited to text, images, graphics, logos, product formulations, and website design, is owned or licensed exclusively by Canilabs Ltd and protected by UK and international copyright laws. "Canilabs" is a registered trademark of Canilabs Ltd (UK00004138869).

All other trademarks, service marks, and brand names displayed on this site are the property of their respective owners.

Prohibited Use: Unauthorised copying, reproduction, distribution, modification, or commercial use of any content is strictly prohibited. You may not use our trademarks, logos, or branding in any way that suggests affiliation, endorsement, or sponsorship without prior written consent.

10. Third-Party Links and Tools

Our Service may include links to third-party websites or tools (e.g. payment processors) over which we have no control. We are not responsible for their content, accuracy, or practices, and any use is at your own risk. Review third-party terms before engaging with them.

11. User Comments and Feedback

If you submit comments, reviews, or feedback (e.g. via email or surveys), you grant us a non-exclusive, royalty-free, worldwide license to use, edit, and publish them in any medium without compensation. We may, but are not obligated to, monitor or remove content we deem unlawful or objectionable. Your comments must not violate third-party rights (e.g. copyright, privacy) or contain illegal or harmful material. You are solely responsible for your submissions.

12. Prohibited Uses

You may not use the Service: (a) for illegal purposes; (b) to violate any laws; (c) to transmit viruses or malicious code; (d) to harass, defame, or discriminate; (e) to spam or phish; or (f) to interfere with our site's security or functionality. Violation may result in termination of your access.

13. Indemnification

You agree to indemnify and hold Canilabs Ltd, its affiliates, officers, and agents harmless from any claim, including reasonable legal fees, arising from your breach of these terms or violation of any law or third-party rights.

14. Severability

If any provision of these terms is found unlawful or unenforceable, it will be severed, and the remaining provisions will remain valid.

15. Termination

These terms are effective until terminated by you or us. We may terminate your access if you breach these terms, and you remain liable for any obligations incurred prior to termination.

16. Entire Agreement

These Terms and Conditions, along with any referenced policies, constitute the entire agreement between you and Canilabs Ltd, superseding any prior agreements.

17. Governing Law

These terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Changes to These Terms

We may update these terms at any time by posting changes on this page. Your continued use of the Service after changes constitutes acceptance. Check this page periodically.

19. Free Shipping on First Order (With Code)

Eligibility: We offer free shipping on the first order placed by new customers directly through canilabs.co.uk, using a valid promotional code at checkout obtained by subscribing to our mailing list.

This applies only to your initial purchase and standard UK shipping. Restrictions: Limited to one use per customer, household, or billing address. We reserve the right to verify eligibility and refuse this offer if we suspect misuse.

Conditions: Cannot be combined with other offers unless stated. We may cancel or modify this promotion at any time without notice. Shipping costs for returns or subsequent orders remain your responsibility unless otherwise specified.

20. Donation Commitment

At Canilabs Ltd, we are committed to supporting responsible pet care. For every tub of BarkBiotic and CaniCalm sold, we donate 50p to registered UK charities focused on dog welfare and rehoming. Donations are calculated based on sales and distributed quarterly to selected organisations that align with our mission. Charities are selected at our discretion.

We do not have formal partnerships with specific charities at this time. Annual donation summaries will be published on our website for transparency. For questions, contact support@canilabs.co.uk.

21. Free Gift (Poop Bags)

Canilabs Ltd includes one complimentary roll of 'super strong' poop bags per order, regardless of the number of items in the order, subject to availability.

We reserve the right to alter, substitute, or discontinue the free gift offer at any time without prior notice. The free gift is not part of the sale agreement, has no cash value, and cannot be exchanged or refunded.

22. Contact Us

For any queries, reach out at: Email: support@canilabs.co.uk