Refund policy

We want you and your dog to love everything you buy from The Canine Co. If something isn't right, this policy explains how returns and refunds work. It does not affect your statutory rights as a consumer.

30-day returns

You can return most items within 30 days of receiving them for a refund. This is longer than the 14-day cancellation period required by law.

To be accepted for a change-of-mind return, items must be:

  • unused;
  • in their original condition; and
  • returned with their original packaging where possible.

Items we can't accept back

Unless they are faulty, we can't accept returns of:

  • Opened consumables – such as treats, chews, shampoos and sprays. For hygiene reasons these can't be returned once the seal or packaging has been opened.
  • Personalised items – items made or customised to your specification.

How to return an item

  1. Contact us using our contact form with your order number and the item(s) you'd like to return.
  2. We'll confirm the return address. Please don't send items back without contacting us first – some products are dispatched by our partner brands and may need to be returned directly to them.
  3. Pack the item securely and send it to the address we give you. We recommend using a tracked service and keeping your proof of postage.

Return postage

  • If you're returning an item because you've changed your mind, you're responsible for the cost of return postage.
  • If the item is faulty, damaged or not what you ordered, you won't pay for return postage.

Refunds

We'll refund you within 14 days of receiving the returned item, or of receiving proof that you've sent it back, whichever is sooner. Refunds are made to your original payment method.

If you cancel or return your entire order, we'll also refund the original standard delivery charge. If you return only part of an order, the delivery charge is not refunded unless the item is faulty or incorrect.

Faulty or incorrect items

If an item arrives faulty, damaged or isn't what you ordered, please contact us as soon as possible. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Your rights include:

  • Within 30 days of delivery – you can reject a faulty item and get a full refund.
  • Within 6 months of delivery – you're entitled to a repair or replacement. If that isn't possible or doesn't fix the problem, you can ask for a refund or a price reduction.
  • After 6 months – you may still be entitled to a repair, replacement or refund, although you may need to show the fault was present when the item was delivered.

These rights apply in addition to our 30-day returns policy.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you also have the right to cancel your order within 14 days of receiving your goods without giving a reason. Our 30-day returns policy extends this period. Further details are in our Terms of Service.

Contact us

For any questions about returns or refunds, please use our contact form.

The Canine Co. is a trading name of Romy House Co Limited, registered in England & Wales (company number 10110838). Registered office: Suite 1e, Widford Business Centre, 33 Robjohns Road, Chelmsford, CM1 3AG, United Kingdom.