Refund policy

Refund & Returns Policy

Last Updated: April 24, 2026

45-Day Satisfaction Guarantee

Try our natural flea and tick collar risk-free. If you're not satisfied, return it within 45 days for a full refund—no questions asked.

1. Our 45-Day Satisfaction Guarantee

1.1 How It Works

Try our natural flea and tick collar for 45 days. If you're not satisfied with the results, return it for a full refund.

What's Covered Products purchased directly from canisolve.com
Unused collars in original packaging
Opened collars that did not meet your expectations
Return Window 45 days from delivery date
Refund Amount Full product price (excluding original shipping if you paid for it)
Return Shipping We cover the cost for EU customers (return label provided)

Why 45 Days? Natural products take time to work. We give you a full season to evaluate effectiveness across different weather conditions and pest activity levels.

2. EU 14-Day Right of Withdrawal

As an EU consumer, you have the legal right to cancel your order within 14 days of receiving it, for any reason or no reason at all.

2.1 How to Exercise Your Right

Within 14 days of delivery:

  1. Email support@canisolve.com with "Withdrawal" in the subject line
  2. Include your order number and reason (optional)
  3. We'll send you a prepaid return label

You have an additional 14 days to ship the product back after notifying us.

2.2 Refund for Withdrawn Orders

We will refund:

  • ✅ Full product price
  • ✅ Standard shipping cost you paid (if any)
  • ✅ Return shipping cost (we provide prepaid label)

Refund timing: Within 14 days of receiving the returned product
Refund method: Same payment method used for purchase

3. Defective or Damaged Products

If your collar arrives damaged or has a manufacturing defect:

  • Report within 7 days of delivery
  • Email support@canisolve.com with photos of the defect
  • We'll send a replacement immediately (no need to return the defective item)

3.1 EU Legal Guarantee (2 Years)

Under EU law, you have a 2-year legal guarantee that products will be of satisfactory quality, fit for purpose, and as described.

  • First 12 months: We assume the defect existed at purchase (unless proven otherwise)
  • Months 13-24: You may need to prove the defect existed at purchase

Remedies: Repair, replacement, price reduction, or full refund (your choice)

4. How to Return a Product

Step-by-Step Return Process

Step 1: Contact Us

Email support@canisolve.com with your order number, reason for return (optional), and photos (if defective).

Step 2: Receive Return Label

We'll email you a prepaid return label within 1-2 business days.

Step 3: Pack Your Return

Place the collar in its original packaging, print and attach the return label, drop off at your local postal service.

Step 4: Track Your Return

You'll receive a tracking number to monitor the return shipment.

Step 5: Receive Your Refund

Refunds are processed within 5-7 business days of receiving your return.

4.1 Return Shipping Costs

We Pay Return Shipping If: You Pay Return Shipping If:
✅ You're exercising your 14-day EU withdrawal right
✅ The product is defective or damaged
✅ We sent the wrong product
✅ You're within our 45-day guarantee (EU customers only)		 ❌ You're outside the EU
❌ You're returning after 45 days (but within 2-year legal guarantee)
❌ You purchased from an unauthorized reseller

5. Refund Processing

Processing Time 5-7 business days after we receive your return
Bank Processing 3-10 business days (varies by bank)
Total Time Expect refunds within 10-17 business days of shipping your return
Refund Method Same payment method used for purchase (credit/debit card or PayPal)

6. Order Cancellation (Before Shipment)

You can cancel your order before it ships for a full refund.

How to cancel:

  • Email support@canisolve.com with your order number
  • Include "Cancel Order" in the subject line

Response time: We'll confirm cancellation within 24 hours
Refund time: 5-7 business days

7. Lost or Stolen Packages

If your tracking shows "delivered" but you didn't receive the package:

  1. Check with neighbors or building management
  2. Confirm the shipping address is correct
  3. Wait 48 hours (sometimes marked delivered early)
  4. Contact support@canisolve.com after 48 hours

If the package is confirmed lost: We'll send a replacement or issue a full refund (your choice).

8. Incorrect or Missing Items

If we sent the wrong product or part of your order is missing:

  • Email support@canisolve.com within 7 days
  • Include a photo of the product received
  • We'll send the correct product immediately
  • Keep the incorrect item (no need to return)

9. No Restocking Fees

We do not charge restocking fees for any returns, including:

  • 45-day satisfaction guarantee returns
  • 14-day EU withdrawal returns
  • Defective product returns
  • Changed-your-mind returns

10. Contact Us for Returns

Email: support@canisolve.com

Subject Line: "Return Request - [Order Number]"

Include in your email:

  • Full name
  • Order number
  • Reason for return (optional)
  • Photos (if defective or damaged)

Response time: Within 24 hours (Monday-Friday)

Return Policy Summary Table

Return Reason Time Limit Refund Amount Return Shipping
45-Day Guarantee 45 days Full product price We pay (EU)
EU 14-Day Withdrawal 14 days Full price + shipping We pay
Defective/Damaged 7 days Replacement + full refund We pay
Wrong Item Sent 7 days Replacement sent immediately We pay
Manufacturing Defect 2 years (EU legal guarantee) Repair/Replace/Refund We pay

Your EU Consumer Rights

Under EU law, you have:

  • ✅ 14-day withdrawal right: Cancel for any reason
  • ✅ 2-year legal guarantee: Products must be as described and of satisfactory quality
  • ✅ Free return shipping: For 14-day withdrawal (we provide prepaid label)
  • ✅ Full refund within 14 days: From when we receive your return
  • ✅ Right to repair, replacement, or refund: For defective products

These rights cannot be limited by company policies.

Our goal: 100% customer satisfaction. If something isn't right, we'll fix it.