Refund & Return Policy

Effective Date: June 15, 2026 Company: Eco Extracts Pvt Ltd (trading as Canine Plus+®) Website: canineplus.lk

1. General Return Guidelines

At Eco Extracts Pvt Ltd, we produce Canine Plus+ adhering to the highest standards of food science and safety. Because our products are consumable pet foods, we maintain a strict no-return policy once a product package has been opened. We aim to serve all our customers fairly and reasonably in good faith. However, for hygiene, safety, and quality control reasons, all sales are considered final upon delivery, subject only to the specific exceptions outlined below.

2. Manufacturing Defects

We will accept returns or issue refunds only in the event of a verified manufacturing defect identified upon receipt of the goods.

• If you believe the product you received possesses a manufacturing defect, you must report it to us immediately upon receiving your order.

• You will be required to provide photographic evidence of the defect, the packaging, and the batch/lot number printed on the bag.

3. Exclusions & Dog Preferences

A dog’s individual palate, dietary preferences, or transition issues are entirely outside of our control. Therefore, a dog's refusal to eat the food or a lack of preference for the formula does not constitute a defect and is not a valid basis for a return or refund. * We highly recommend thoroughly reviewing our transition guidelines before switching your dog's diet.

• Once the seal on the packaging is broken or opened, the product is strictly non-returnable and non-refundable under any circumstances.

4. Formal Complaint & Review Process

If you experience an issue with your order, you may file a formal complaint by contacting our support team at orders@ecox.lk.

• All refunds, returns, or replacements are solely at the discretion of Eco Extracts Pvt Ltd management.

• Each formal complaint will be reviewed meticulously on a case-by-case basis. Management reserves the right to approve or deny any refund request based on the findings of our review.

5. Return Shipping Fees

If management approves a return of an unopened bag or requests the return of a defective item for laboratory review, you (the customer) are solely responsible for paying all return shipping fees to send the item back to our headquarters. Original shipping costs paid at checkout are non-refundable.

6. Processing Approved Refunds

If a refund is approved by management following a formal review, a credit will automatically be applied to your original method of payment (or via bank transfer for cash-on-delivery orders) within 5 to 7 business days.