Refund policy

ÊTRE CANINE

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RETURN, REFUND, AND CHARGEBACK POLICY

Effective date: March 2026

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OUR COMMITMENT TO SATISFACTION

We stand behind the quality of every Être Canine product. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the terms under which returns, exchanges, refunds, and payment disputes are processed.

ELIGIBILITY FOR RETURNS

Returns are accepted within 30 days of the delivery date, subject to the following conditions:

Condition	Eligible for Return	Eligible for Refund
Unopened product in original packaging	Yes	Full refund
Opened product, quality concern	Yes	Full refund or replacement
Opened product, change of mind	No	Store credit only
Damaged or defective product	Yes	Full refund or replacement
Incorrect item received	Yes	Full refund or replacement

PERISHABLE PRODUCT POLICY

Because Être Canine products are freeze-dried perishable goods, we cannot accept returns of opened products for a refund unless there is a verified quality or safety concern. If you believe your product has a quality issue, please contact us with photographs of the product and packaging, and we will resolve the matter promptly.

HOW TO INITIATE A RETURN

To initiate a return, please follow these steps:

Contact our team at hello@etrecanine.com within 30 days of delivery. Include your order number and the reason for return.

Our team will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and prepaid return shipping label.

Pack the product securely in its original packaging (if available) and affix the return label.

Drop the package at the designated carrier location.

Please do not return products without first obtaining an RMA number. Unauthorized returns may not be processed.

REFUND PROCESSING

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are processed as follows:

Original Payment Method. Refunds are issued to the original payment method within 5–10 business days of receiving the returned item. Depending on your financial institution, it may take an additional 2–5 business days for the refund to appear on your statement.

Store Credit. If you prefer, or if the return qualifies only for store credit, we will issue a digital credit to your account within 2 business days. Store credits do not expire.

EXCHANGES

If you would like to exchange a product for a different item, please initiate a return as described above and place a new order for the desired product. This ensures the fastest processing time.

DAMAGED OR DEFECTIVE PRODUCTS

If your order arrives damaged or you receive a defective product, please contact us within 7 days of delivery at hello@etrecanine.com. Include your order number and photographs showing the damage or defect. We will arrange a replacement shipment or full refund at no cost to you, and you will not be required to return the damaged item.

RETURN SHIPPING COSTS

For returns due to product defects, damage, or incorrect items, Être Canine will cover all return shipping costs. For returns due to change of mind or preference, the customer is responsible for return shipping costs unless otherwise specified.

CANCELLATIONS

Orders may be cancelled within 2 hours of placement for a full refund. After this window, orders enter our fulfillment process and cannot be cancelled. If your order has already shipped, you may initiate a return once it arrives.

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PAYMENT DISPUTES AND CHARGEBACKS

A chargeback occurs when a cardholder contacts their financial institution to reverse a completed transaction. We have established this section to ensure fair resolution for all parties while protecting the integrity of our business.

BEFORE FILING A DISPUTE

We believe most chargebacks arise from misunderstandings that can be resolved through direct communication. Before initiating a dispute with your bank, we strongly encourage you to contact our team first. In the majority of cases, we can resolve the issue faster and more favorably than the formal chargeback process allows.

> Contact Us First > > Email: hello@etrecanine.com > > We aim to respond within 1 business day and can typically resolve billing concerns within 48 hours.

COMMON REASONS FOR CHARGEBACKS

The table below outlines common chargeback scenarios and the resolution Être Canine offers when contacted directly. In each case, reaching out to us first will result in a faster and simpler outcome than filing a formal dispute.

Scenario	Our Resolution
Unrecognized charge	We will provide a detailed transaction receipt including order number, date, items purchased, and shipping address to help you identify the charge.
Product not received	We will investigate with the carrier and either provide updated tracking information or ship a replacement at no cost.
Product not as described	We will arrange a full refund or replacement in accordance with this policy.
Duplicate charge	We will verify the transaction records and issue an immediate refund for any confirmed duplicate.
Subscription or recurring charge	Être Canine does not currently operate any subscription or recurring billing programs. If you see a recurring charge attributed to us, please contact us immediately so we can investigate.
Fraudulent transaction	If you believe your payment method was used without your authorization, please contact both your bank and our team. We will cooperate fully with any fraud investigation.

THE CHARGEBACK PROCESS

If a chargeback is filed with your financial institution, the following process applies:

Notification. When we receive a chargeback notification from the payment processor, we will review the transaction in question and gather all relevant documentation, including order confirmation, shipping records, delivery confirmation, and any prior correspondence with the customer.

Response. We will submit a formal response to the chargeback through our payment processor within the timeframe required by the card network (typically 7–14 days). This response will include all evidence supporting the validity of the original transaction.

Resolution. The card network (Visa, Mastercard, American Express, or Discover) will review the evidence from both parties and render a decision. This process typically takes 30–90 days from the date the chargeback was filed. The decision of the card network is generally final.

CONSEQUENCES OF CHARGEBACKS

Être Canine reserves the right to take the following actions in response to chargebacks:

Account Restriction. If a chargeback is filed and subsequently resolved in our favor, we reserve the right to restrict or suspend the customer's account and decline future orders from the associated payment method or shipping address.

Recovery of Costs. Chargebacks impose processing fees on merchants regardless of the outcome. If a chargeback is resolved in our favor, we reserve the right to recover the chargeback processing fee (typically $15–$25) from the customer in connection with any future order.

Fraud Referral. In cases where chargebacks appear to be part of a pattern of fraudulent activity, we reserve the right to report the matter to the appropriate authorities and pursue recovery through legal channels.

PREVENTING CHARGEBACKS

To help prevent unintended chargebacks, we take the following measures:

Clear Billing Descriptor. Your credit card or bank statement will display the charge as "ETRE CANINE" or "ETRECANINE.COM" to ensure easy identification.

Order Confirmation. A detailed confirmation email is sent immediately upon purchase, including an itemized summary, billing amount, and expected delivery window.

Shipping Notifications. Tracking information is provided via email as soon as your order ships, with real-time updates available through the carrier's website.

REFUNDS VS. CHARGEBACKS

We encourage customers to request a refund directly from Être Canine rather than filing a chargeback. Refunds initiated through our team are typically processed within 5–10 business days, whereas chargebacks can take 30–90 days to resolve and may result in account restrictions.

Path	Timeline	Outcome
Direct refund request	5–10 business days	Refund to original payment method; account remains in good standing
Chargeback through bank	30–90 days	Uncertain outcome; potential account restriction; processing fees may apply

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GOVERNING LAW

This policy is governed by the laws of the United States and is subject to the terms and conditions set forth in our Terms of Service.

CONTACT

> Returns, Refunds, and Billing > > Email: hello@etrecanine.com > > We aim to respond to all inquiries within 1–2 business days.

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ÊTRE CANINE | hello@etrecanine.com