Returns & Refunds policy

Last updated: 17 April 2026

1. Your right to cancel — 14-day cooling-off period

As a consumer purchasing from Canine Complete online, you have the right to cancel your order and return goods within 14 calendar days of receiving them, without giving any reason. This right is provided under EU Directive 2011/83/EU on consumer rights, which applies in Cyprus.

To exercise your right to cancel, you must inform us of your decision to return the goods within the 14-day period. You can do this by:

• Sending a WhatsApp message to [your number]

• Emailing hello@canine-complete.com

• Using the contact form on our website

You do not need to provide a reason, but doing so helps us improve our service.

2. Conditions for return

To be eligible for a full refund, returned items must meet the following conditions:

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

• The original packaging must be intact and undamaged.

• The product must not have been opened, mixed, or had its seal broken.

• The return must be initiated within 14 calendar days of the delivery date.

Supplements and food products that have been opened cannot be returned for hygiene and safety reasons, unless they are faulty or not as described. This exception applies under EU consumer law.

3. Products that cannot be returned

The following products cannot be returned unless they are faulty or not as described:

• Any supplement or treat product that has been opened, partially used, or whose seal has been broken.

• Products that have been mixed or prepared (e.g. Mineral Drink or After Drink that has been mixed with water).

• Products returned after the 14-day return window without prior agreement.

• Products not in their original packaging or that appear to have been tampered with.

4. Faulty or incorrect products

If you receive a product that is faulty, damaged in transit, past its expiry date, or not what you ordered, you are entitled to a full refund or replacement regardless of whether the product has been opened. In this case:

• Contact us within 48 hours of delivery with a description of the problem and, where possible, a photograph.

• We will arrange a replacement or issue a full refund, including any delivery costs incurred.

• You will not be required to return the faulty product in most cases — we will advise on a case-by-case basis.

5. How to return an item

Once you have notified us of your intention to return:

• Step 1: Contact us via WhatsApp or email to confirm your return and receive return instructions.

• Step 2: Package the item securely in its original packaging.

• Step 3: Return the item using a trackable delivery method. We recommend using Akis Express or another tracked service.

• Step 4: Send us the tracking number once you have posted the return.

Return shipping costs are the responsibility of the customer, except where the product is faulty or was incorrectly sent, in which case Canine Complete will cover the return shipping cost.

6. Refunds

Once we receive and inspect the returned item, we will notify you of our decision within 3 working days. If the return is approved:

• A full refund will be issued to your original payment method within 5–10 working days.

• Stripe refunds typically appear within 5–7 business days depending on your bank.

• Original delivery costs are refunded only where the return is due to a faulty or incorrectly sent product.

• We reserve the right to deduct from the refund if the returned product shows signs of use or damage not present at the time of delivery.

7. Bundle returns

If you purchased a bundle and wish to return it, all items in the bundle must be returned together in their original, unopened condition. We are unable to accept partial returns of bundles unless one or more items are faulty.

8. Contact for returns

• WhatsApp: [your number]

• Email: orders@caninecomplete.eu

• Please include your order number in all return communications.