At Canine Vital, we want you to feel confident when shopping with us. We offer a 30-day change-of-mind return policy and a separate 60-day satisfaction guarantee on eligible products.

30-Day Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return:

• The product must be unused, unopened and sealed and in its original condition.

• The product must be returned in its original packaging.

• Proof of purchase is required.

• The return must be requested within 30 days of receiving your order.

Change-of-mind returns do not apply to products that have been opened or used, as we are unable to resell opened products.

To request a return, please email support@caninevital.com.au before sending anything back.

Return Instructions

Once your return request has been approved, we will provide instructions for returning your product.

Please note:

• Return postage is the customer's responsibility.

• We strongly recommend using a tracked shipping service.

• A $15 shipping and administration fee will be deducted from refunds for Australian orders to cover costs we have incurred.

• For international orders, a 15% international processing deduction will be applied to the total amount paid.This deduction covers tariffs, duties, taxes and other import-related costs that Canine Vital may have paid or absorbed in connection with delivering the order to the destination country.

• Original shipping charges paid on international orders are non-refundable and will also be deducted from the refund.

• Returns sent without prior approval cannot be accepted.

60-Day Satisfaction Guarantee

We understand that every dog is different, and we want you to have the opportunity to give Canine Vital a genuine trial.

Our 60-Day Satisfaction Guarantee is available to customers who have used an eligible Canine Vital product consistently and as directed, but are not satisfied with their experience after giving the product a fair trial.

If this describes your experience, please contact us within 60 days of your purchase and let us know how you've gone. We're happy to discuss your experience and, where the guarantee applies, arrange a refund.

What the guarantee covers

The 60-Day Satisfaction Guarantee applies when:

• The product has been used consistently and as directed.

• The recommended amount has been followed.

• The product has been given a fair trial within the 60-day guarantee period.

• You are not satisfied with your experience of the product.

We recognise that every dog is different and that individual result can vary. The purpose of our satisfaction guarantee is to give you the opportunity to genuinely try the product and, if you are not satisfied with your experience after doing so, contact us to discuss a refund.

The guarantee is not intended to replace our 30-day change-of-mind return policy, which applies to products that are unopened, unused and sealed.

The satisfaction guarantee does not apply where the product has not been used consistently or as directed, or where the recommended amount has not been followed.

How to Make a Satisfaction Guarantee Claim

Please email support@caninevital.com.au within 60 days of your purchase and tell us about your experience, including how the product was used.

If your claim is eligible under the guarantee, we will provide instructions for returning your product.

Please note:

• Return postage is the customer's responsibility.

• We recommend using a tracked shipping service.

• A $20 shipping and administration fee will be deducted from refunds for Australian orders to cover costs we have incurred.

• For international orders, a 15% international processing deduction will be applied to the total amount paid.This deduction helps cover tariffs, duties, taxes and other international costs that Canine Vital may have paid or absorbed in connection with delivering the order.

• Original shipping charges paid on international orders are non-refundable and will also be deducted from the refund.

• The satisfaction guarantee applies only to eligible products and purchases made directly from Canine Vital.

• Claims must be made within 60 days of purchase.

Once approved, the refund will be issued to the original payment method.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a product that is damaged, faulty, defective or incorrect, please contact us at support@caninevital.com.auas soon as possible so we can assist you.

Refund Processing

Once your return has been received and assessed, we will notify you of the outcome.

If a refund is approved:

• Refunds are generally processed within 5 business days.

• Refunds are issued to the original payment method.

• Depending on your financial institution, it may take additional time for the funds to appear in your account.

If you have not received your refund within 10 business days after receiving confirmation that it has been processed, please contact us at support@caninevital.com.au.