Refund policy

Last updated: 26 September 2026

We want your dog to love these treats. If something isn't right, we'll fix it.

This policy applies to products bought from Supercanin at supercanin.com.au. It sits alongside your rights under the Australian Consumer Law — it adds to those rights and takes nothing away from them.

30-day returns, no questions asked

You have 30 days from delivery to return any unopened pack for a full refund. You don't need to tell us why.

To qualify, the pack needs to be unopened with its seal intact and in its original packaging, so we can be confident about what we're putting back on the shelf. That's the only condition.

• No restocking fee, no handling fee, no deductions.
• You cover the return postage.
• We refund the price you paid for the products. The original delivery charge isn't refunded — and if your order shipped free, we won't claw anything back.
• Returning part of an order won't cost you your free shipping.

Email hello@supercanin.com.au with your order number and we'll send you the return details.

Fussy Dog Guarantee

Some dogs are particular. If you're a first-time customer and your dog turns their nose up at something, we'll make it right even though you've opened the pack.

Email us within 30 days of delivery and choose either:

• a free swap for a different protein — most dogs who refuse chicken will take duck; or
• a full refund of that product.

Don't post the opened pack back to us. Donate it to a friend's dog, a rescue or a shelter — it shouldn't go to waste.

The fine print: this applies to a customer's first order, to one product from it, and once per household. It's here for people genuinely trying us for the first time, not as a standing discount.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits them, and these rights apply whether or not a pack has been opened.

If a product has a major problem — it's unsafe, it's significantly different from its description, or it's unfit for its purpose and can't easily be fixed — you choose between a full refund or a replacement. We won't reduce that refund to account for any of the product your dog has already eaten.

If the problem is minor, we'll put it right with a replacement or a refund, whichever suits you better.

We don't put a time limit on faulty-product claims, and we don't charge a fee to handle them. You can read more about consumer guarantees at accc.gov.au.

If something is wrong with your order

Email hello@supercanin.com.au with your order number and, where you can, a photo of the product and its packaging. Photos are never a condition of your rights — they just help us sort it out faster and usually save you posting anything back.

We'll reply within 2 business days and either refund you in full including the original delivery charge, send a replacement at no cost, or ask you to return the product so we can inspect it. If we ask for something back and it turns out to be faulty, we pay the return postage — we'll email you a prepaid label, or reimburse you if you've already paid.

Wrong item, missing item, or damage in transit

If we picked the wrong product, left something out, or your parcel arrived damaged, that's on us. We'll replace the affected items or refund them in full, including delivery, and you won't pay return postage.

Cancelling or changing an order

We usually pack orders the next business day, so email us as soon as you can. If your order hasn't been dispatched we'll amend or cancel it and refund you in full. Once it's gone we can't recall it — but the 30-day return above still covers you.

How refunds are paid

Refunds go back to the original payment method; we can't redirect a refund to a different card or account. We process approved refunds within 2 business days, and within 2 business days of a returned parcel reaching us. Your bank or payment provider may then take a further 3 to 10 business days to show the money, which is outside our control.

Contact us

Email hello@supercanin.com.au. We answer Monday to Friday and aim to reply within 1 business days.