Refund policy
Last updated: 29 September 2026
You have 14 days to change your mind
Not happy with your purchase? You have 14 days from the day you receive your order to cancel it without giving a reason. Just let us know within that period. If your order arrives in several parts, the period starts on the day you receive the last item.
What can be returned?
Returnable: products you have handled with care, preferably in the original packaging and with all accessories. If the product or its packaging is damaged more than necessary to assess the product, we may charge this reduction in value to you. So handle the product with care and make sure it is well packaged when returned.
Not returnable: we sell food for dogs. For that reason two types of product cannot be taken back: products that perish quickly or have a limited shelf life, which applies to a large part of our fresh and dried natural products, and sealed products whose seal has been broken, because they cannot be resold for reasons of health protection and hygiene. An opened bag or package falls under this. This is not an arbitrary house rule but a statutory exception to the right of withdrawal, set out in article 10 of our terms and conditions.
How to register a return
Quickest: register your return or withdrawal using our online form, or log in at account.canissnacks.com, open your order and request a return there. If your order has not been shipped yet, you can also request a cancellation there.
Send a message to returns@canissnacks.com or WhatsApp us on +31 6 57 92 93 18, stating your order number and which products you wish to return. You may also use the model withdrawal form at the bottom of our terms and conditions. You will receive a confirmation from us with the return address and any instructions. Send the product back within 14 days of your notification, well packaged and with all accessories. Keep your proof of postage: it is your evidence that you returned it in time.
Who pays for the return?
The cost of returning the item is yours, unless we agree otherwise. If a product was delivered damaged or incorrectly, we pay the return costs, see below.
When do you get your money back?
We refund the full purchase amount within 14 days of your notification, including the standard delivery costs you paid. We may wait until we have received the product, or until you demonstrate that you have sent it back, whichever comes first. Refunds are made using the same payment method you used, unless you expressly agree otherwise. We never charge a fee for this. If you chose a more expensive delivery method than our standard delivery, we do not refund the difference.
In what condition must the product be returned?
You may unpack and inspect the product as you would in a shop. If you go further than necessary to establish the nature and characteristics of the product and this causes a loss of value, we may deduct that from the refund.
Damaged, wrong or incomplete delivery
That is something other than a return, and you do not need to use your cooling-off period for it. Contact us within 7 days of receipt at support@canissnacks.com or +31 6 57 92 93 18, preferably with a photo. We will send a replacement free of charge or refund you. In that case the return costs are ours.
Complaints
We respond within 14 days. If we cannot resolve it together, you can submit your dispute for mediation via WebwinkelKeur: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil
Contact
Email: returns@canissnacks.com for returns or info@canissnacks.com for general questions
Phone and WhatsApp: +31 6 57 92 93 18
Monday to Sunday from 9:00 to 21:00
Canis Snacks, Statenlaan 89, 5121 HB Rijen (no visiting address), the Netherlands, Chamber of Commerce 60066830