Return and Exchange Eligibility
When your order/item(s) received is damaged or defective
When your order/item(s) received is not what you have ordered
Change of mind. The return should be done at point of delivery without breaking the seal of the package.
Return and Exchanges policy
If the item purchased is eligible for return as per the eligibility criteria service above, we provide a returns service.
Proof of purchase is required to receive a full refund.
Supplier reserves the right to refuse any UNAUTHORIZED returns: those that occur after the seven (7) day period.
To facilitate a return, claim, we require the customer to provide the following information to The Canine Biosciences Ltd Customer service Dept:
- customer name
- customer telephone number
- customer email address
- copy of receipt of purchase!
- details of Customer’s issue with the product.
In addition, all Products MUST BE returned one hundred percent (100%) complete, including all original boxes, packing materials, labelling, tags and other accessories provided. Supplier reserves the right to refuse the return of incomplete products. All returns must be authorized by Canine Biosciences Ltd.
1.a. Defective Product Returns
Customer must report defective products within 24 hours of receiving them. Reports should only be made through a phone call followed by a photograph and a brief description of the defect. Customer may return defective Products to Canine Biosciences Ltd within Three (3) days from purchase date.
For all defective items returned a product complaint form should be compiled. After feedback from the service centre, supplier will issue an option on replacement, exchange, repair or credit note. For all items returned after 4 days the manufacturer warranty (if present) will apply.
2. Refund Approval
After that quality evaluation, we will notify you by email/SMS or call with a status update on whether your refund request has been approved or rejected.
If the return or Exchange is approved as per our Return Policy, the following shall apply.
On approval, the refunds and timelines are as follows.
Payment Method Refund Method Refund Time (Once Refund Is Processed)
Credit/ Debit Card Credit/ Debit Card 3-5 business days
Mobile money (MPESA, Airtel Money) Mobile money 24 Hours
Cash Cash 24 Hours
We do not accept returns after the 7-day period.
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.