Return and Exchange Policy

Cani Life is dedicated to providing our customers with the highest quality products, formulated and delivered with the utmost care. However, we acknowledge that there may be certain situations where a return, exchange, or refund may be necessary. This Return and Exchange Policy outlines the conditions, procedures, and obligations of both Cani Life and the customer regarding any such requests. Please review this policy carefully, as it constitutes an agreement between the customer and Cani Life.

1. Scope of the Policy

This Return and Exchange Policy applies to all purchases made through Cani Life's official sales channels, including but not limited to our website and authorized distributors. By placing an order with Cani Life, the customer acknowledges and agrees to the terms and conditions outlined herein.

2. Eligibility for Returns

Cani Life maintains a strict no-return policy for products once sold, except under the following conditions:

2.1 Damaged Products:
Products that are proven to have been damaged during transit are eligible for return.

2.2 Missing Inner Packaging:
Products where the inner pouch or essential packaging is missing upon delivery are eligible for return.

2.3 Notification Requirement:
Customers must notify Cani Life of any eligibility under this clause within 24 hours of receiving the product. Such notification must be sent via email to info@canilife.in, and must include:

Customer's full name and contact details.
Order number and date of purchase.
Clear photographic or video evidence of the damage or missing packaging.

Cani Life reserves the right to refuse any return request that does not meet these criteria.

3. Non-Returnable Products

3.1 All products sold by Cani Life are non-returnable unless they qualify under the exceptions stated in Section 2.

3.2 Products returned without prior authorization from Cani Life will not be accepted, and no refunds or exchanges will be processed for such unauthorized returns.

4. Exchange Policy

Cani Life offers product exchanges solely under the following conditions:

4.1 Incorrect Product Delivered:
If a product different from the one ordered is delivered, the customer may request an exchange.

4.2 Defective Product:
If a product is delivered in a defective condition, the customer may request an exchange.

4.3 Conditions for Exchange:

Exchanges will only be processed for the same product as originally ordered.
Customers must notify Cani Life within 24 hours of delivery and provide supporting evidence (e.g., photographs or videos) to substantiate their exchange request.
If the product is deemed defective or incorrect, the customer is not required to return the product, and Cani Life will dispatch the replacement at no additional cost.
If the exchange is requested for reasons not attributable to Cani Life, the customer will bear the cost of shipping the product back. The cost of shipping the replacement product will be borne by Cani Life.

5. Refund Policy

Refunds are not generally offered but may be considered under exceptional circumstances, including:

5.1 Non-Replaceable Damaged Products:
If a product is damaged during transit and cannot be replaced due to stock unavailability, a full refund may be issued.

5.2 Customer Dissatisfaction:
If a customer is dissatisfied with a product, they may email their concerns to info@canilife.in with a detailed explanation. Refund requests will be subject to a thorough review by Cani Life, and refunds will be issued solely at the company's discretion.

5.3 Refund Process:
Refunds, if approved, will be processed within 7–14 business days and will be credited back to the original payment method used during the purchase.

6. Procedure for Returns, Exchanges, and Refunds

6.1 Initiating a Request:
All return, exchange, or refund requests must be initiated by sending an email to info@canilife.in. The email must include:

Customer's name and contact information.
Order number and date of purchase.
A detailed description of the issue.
Supporting evidence (images or videos).

6.2 Review Process:
Cani Life will review all claims within 2 business days of receiving the request and supporting evidence. Customers will then receive further instructions via email.

7. Shipping and Handling Costs

7.1 Defective or Incorrect Products:
For defective or incorrectly delivered products, Cani Life will bear all shipping costs associated with sending the replacement product.

7.2 Customer-Initiated Exchanges:
For exchanges requested due to customer preference or errors not attributable to Cani Life, the customer will bear the shipping cost of returning the product.

7.3 Shipping Returns:
Customers are responsible for securely packaging and shipping returnable products to the address provided by Cani Life.

8. Reporting Timeframe

Customers must report any issues, including damage, defects, or incorrect deliveries, within 24 hours of receiving the product. Any claims submitted after this timeframe will not be entertained.

9. International Orders

Cani Life currently does not accept or process international orders. The terms outlined in this policy apply exclusively to domestic orders within India.

10. Contact Information

All return, exchange, or refund requests and inquiries must be addressed via email to:
info@canilife.in

Our customer service team is available Monday through Friday, 10:00 AM to 6:00 PM IST, excluding public holidays.