Refund policy

Refund policy - Anivéra

At Anivéra, the well-being of dogs and the satisfaction of their humans are at the heart of our priorities. We understand that every dog is unique and that a product may not be suitable for everyone. This policy aims to provide a fair, transparent, and respectful approach while ensuring the safety and integrity of our products.

Return period

Return requests must be made within 30 days of receiving the order.

To submit a request, please contact us at:
📧 gestion@anivera.ca
Proof of purchase will be required.

General eligibility conditions

To be eligible for a return or compensation:

• The product must have been purchased directly from Anivéra

• A prior request must be made and approved

• Items returned without prior authorization will not be accepted

Unopened and unused products

Products that are unopened, unused, and in their original packaging may be eligible for a full refund to the original payment method, after inspection of the return.

Opened or tried products

For hygiene and safety reasons, opened, tried, or used products are not eligible for a refund.

However, we understand that a product may not be suitable for some dogs. In this case, Anivéra may offer store credit, at its discretion, after assessing the situation.

Conditions applicable to store credit:

• The product must have been used in a reasonable manner, solely to assess its compatibility with the dog.

• The credit corresponds to the value of the affected product (excluding shipping fees and taxes).

• The credit is:

  • non-exchangeable for cash

  • non-transferable

  • usable throughout the online store

• Anivéra reserves the right to limit the issuance of credits in cases of abuse or repeated requests.

Damaged items or order errors

Please inspect your order upon receipt.
If a product is defective, damaged, or incorrect, contact us promptly so we can assess the situation.

As applicable, an appropriate solution will be proposed:

• product replacement

• refund

• or store credit

Returns and shipping fees

When the return of a product is required and approved:

• A return label may be provided by Anivéra, at its discretion, depending on the situation.

• Unauthorized or unrequested returns will not be accepted.

Non-returnable items

The following items are not eligible for return, refund, or credit:

• Natural health products, supplements, food, or personal care products whose packaging has been opened or altered, except as provided in the Opened or Tried Products section.

• Gift cards

• Items on promotion or clearance

• Customized or special order products

• Hazardous or flammable products

If in doubt, please contact us before making a request.

Refunds

Once the return is received and inspected, you will be informed of the approval or denial of the refund.

• Approved refunds are processed to the original payment method.

• The processing time may take up to 10 business days, depending on your financial institution.

If more than 15 business days have passed since approval, please contact us.

Legal Notice (Quebec)

This policy complies with the provisions of the Consumer Protection Act of Quebec.
It does not limit or exclude the consumer's legal rights, particularly in the case of defective, non-compliant, or undelivered products.