Returns & Refunds Policy

Last updated: October 2025

At Canis Prime, every blend is crafted with precision, care, and scientific integrity.
We take great pride in the quality of our products and want every customer (and their canine) to feel confident in their purchase.

We comply with the Australian Consumer Law (ACL), which ensures your right to a remedy if a product is faulty, damaged, or not as described.

Change of Mind

Because our products are ingestible, we’re unable to accept returns for change of mind once the item has left our facility.
Please choose carefully and contact us if you have any questions about ingredients, suitability, or use before ordering — we’re always happy to help.

Feeding & Palatability

Each dog’s taste and digestive system are unique, and we understand that introducing a new supplement can take a little adjustment. While we can’t accept returns or refunds based on palatability, we always handle each enquiry with care. If your dog doesn’t take to the product after a proper transition period, please contact us — we’re happy to offer guidance and assess exceptional cases individually.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery at concierge@canisprime.com.au.

Please include:

• Your full name and order number

• A clear photo of the product and packaging

• A brief description of the issue

Once verified, we’ll arrange a replacement or refund promptly.

Faulty Products

In the rare event of a manufacturing or quality issue, you may be entitled to a refund or replacement under the Australian Consumer Law.
We may request batch codes, photographs, or the return of the item for investigation to help us maintain the highest quality standards.

Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days.
Processing times may vary depending on your payment provider.

Shipping Costs

Shipping costs are non-refundable, unless the return relates to a defective or incorrect product.

Contact Us

Email: concierge@canisprime.com.au
Location: Inverloch, VIC
Our team responds to all enquiries as promptly as possible, Monday to Friday.