Refund Policy

At Canivet, your satisfaction matters. We want your experience to be smooth and stress-free. If something doesn’t go as planned, we’re here to help.

Email us anytime: help@trycanivet.com

Policy window: 60 days from the delivery date (based on carrier tracking)

 

Order changes or cancellations

We start processing orders quickly. If you need to change or cancel your order, email us as soon as possible at help@trycanivet.com

If your order has already been processed or shipped, we may not be able to make changes in time. Once an order ships, it can’t be canceled.

 

60-Day Results-Based Guarantee

We offer a 60-day results-based guarantee on eligible products purchased directly from petmood.co.

To request a guarantee review, you must email help@trycanivet.com within 60 days of delivery and include:

• Your order number
  

• Proof of consistent use (photos/video of the diffuser installed and operating, and refill usage status)

If your case is validated, we will offer a resolution such as a refund, replacement, or store credit, depending on eligibility and item condition.

Note: Results vary by dog, household environment, and consistency of use.

 

Two pathways within the 60-day window

A) Used product – No-results review (Return may not be required)

If you used the product as directed and didn’t see the desired improvement, our team will review your request under the 60-day guarantee.

In some cases, we may not require a return. However, we may request additional supporting proof and we may limit approvals to prevent abuse.

B) Unused product – Return for refund

If your product is unused and you would like a refund:

• You must request authorization within 60 days of delivery

• The item must be in original condition, with all parts included

• Unopened refills must remain sealed

• Return shipping costs are the customer’s responsibility (unless the return is due to our mistake or a confirmed defect)

Returns sent without authorization may be refused.

Items that can’t be returned

For safety and product-integrity reasons, the following are not eligible for return:

• Opened or used refills/consumables

• Items with missing parts, heavy wear, damage, or signs of misuse

• Gift cards (if applicable)

• Final sale items (if clearly marked)

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at help@trycanivet.com with:

• Your order number

• A description of the issue

• Photos/video of the product, shipping box, and shipping label

We will resolve it promptly with a replacement or refund (as applicable).

Return shipping & fees

• Return shipping costs are not covered by Canivet.

• We strongly recommend using a trackable shipping service.

• Shipping fees paid at checkout are non-refundable.

Refund timelines

If a return is required, once your return is received and inspected, we’ll email you with our decision.

Approved refunds are issued back to your original payment method. Processing time typically takes 3–10 business days, depending on your bank/card issuer.

If you don’t see your refund after 10 business days, please contact us at help@trycanivet.com