Refund policy

Last updated: November 1, 2026

Returns and cancellations

We accept return and exchange requests for new, unused items within 30 days after delivery, subject to the condition requirements below. This includes both defective and non-defective products.

For change-of-mind returns and exchanges, items must be unworn or unused, with tags, and in their original packaging. These condition requirements do not prevent you from reporting a defective, damaged, or incorrect item. For those issues, contact us for a refund or replacement at no cost to you, including return shipping if a return is required.

You may request a return within 30 days after your item is delivered.

The return address depends on the product and the supplier or fulfillment partner responsible for it. Returns may need to be sent internationally. Contact us before sending any item: we will confirm the applicable return address and country for your product. For a change-of-mind return or exchange, you are responsible for arranging and paying return shipping to the confirmed address, including international shipping where applicable. These costs may be substantial and vary by carrier, package size, and weight. We do not provide a prepaid return label. No restocking fee applies. Contact us before shipping to receive the correct supplier return address.

You can request cancellation or removal of items from your order until order processing begins.

How to start a return or cancellation

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Start your return, exchange, or cancellation request by emailing contact@canine-mobility-shop.com, calling +33 7 68 83 29 53, using our contact form, or logging into your customer account.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item. We will provide a refund or replacement at no cost to you. If a return is required, we will cover the return shipping costs. Contact us before sending the item back so we can provide the appropriate instructions.

Catalogue coverage

Our 30-day return and exchange policy applies to all new, unused products in our catalogue, subject to the condition requirements stated above. No product categories are excluded.

Exchanges

We accept direct exchanges requested within 30 days after delivery. Contact us first for approval and return instructions. After the returned item is received and inspected, we will arrange the agreed replacement, subject to availability. If the requested replacement is unavailable, we will contact you to agree on an alternative or a refund.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. We will inspect the return and process any approved refund to your original payment method within 14 calendar days after the returned item is received. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund after the 14-day processing period and your payment provider’s posting period, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at contact@canine-mobility-shop.com or use the contact details in our contact information policy.