Refund and Returns Policy

Effective Date: [March 15th, 2025]

Overview

Keen-Canine operates under a no refund, no return policy.

All allocations are prepared individually from limited annual production. Once an allocation is confirmed, it cannot be refunded or returned.

This policy reflects the biological and ethical constraints under which Keen-Canine operates.

No Refunds

All sales are final.

Refunds are not provided under any circumstance, including but not limited to:

Change of mind

Canine dietary preferences or rejection

Dissatisfaction with product

Inability to continue subscription

Relocation or change in household circumstances

Your purchase represents your understanding of and commitment to these terms.

No Returns

Keen-Canine does not accept returns of any kind.

Due to the biological nature of the product and strict quality preservation standards, opened or unopened packages cannot be returned, exchanged, or credited.

Replacement Policy

Keen-Canine will provide a one-time replacement in the following circumstances only:

Eligible for Replacement:

Lost in transit – Package confirmed lost by carrier

Damaged in transit – Package arrived visibly damaged or opened

Failed delivery – Package undeliverable due to carrier error (not customer address error)

Product defect – Contamination, spoilage, or packaging failure (must be reported within 48 hours of receipt with photographic evidence)

Not Eligible for Replacement:

Delivery to incorrect address provided by customer

Package left unattended per delivery instructions and subsequently lost or stolen

Refusal of delivery by customer

Canine refusal to consume product

Customer dissatisfaction with texture, size, or appearance

Missed delivery attempts due to customer unavailability

How to Request a Replacement

If you believe your allocation qualifies for replacement under the terms above:

Email: [stewardship@keen-canine.com]

Subject Line: “Replacement Request – Order #[Your Order Number]”

Include:

Order number

Date of delivery (or expected delivery)

Detailed description of issue

Photographic evidence (if applicable)

Tracking number

All replacement requests must be submitted within 48 hours of confirmed delivery or expected delivery date.

Requests submitted after 48 hours will not be considered.

Replacement Limitations

One replacement per order maximum

Replacements are subject to available production inventory

If production inventory is unavailable, credit toward next monthly allocation will be applied (subscription members only)

Replacement does not extend subscription terms or modify billing

Monthly Allocation Program

Cancellation Policy

30 days advance notice is required for all cancellations.

To cancel your Monthly Allocation Program participation:

Email: [stewardship@keen-canine.com]

Subject Line: “Cancellation Request – Monthly Allocation”

Include: Your full name and order/subscription number

Cancellation takes effect 30 days from the date your notice is received.

During the 30-day notice period:

You will continue to receive and be billed for your monthly allocation

No refunds will be issued for allocations shipped during this period

Your final allocation will be shipped at the end of the 30-day period

Cancellations submitted with less than 30 days notice will be processed for the following month.

Example: Notice submitted on January 15th = Final allocation ships February 15th.

No Partial Refunds

No refunds or prorated credits will be issued for:

Current billing cycle

Allocations prepared or shipped during notice period

Unused portions of monthly allocation

Re-enrollment Not Guaranteed

Once cancelled, re-enrollment into the Monthly Allocation Program is not guaranteed.

Re-application will require approval and is subject to production availability. Previous participation does not guarantee future acceptance.

Subscription Pauses

Keen-Canine does not offer subscription pauses, holds, or skips.

If you require a temporary break, you must cancel with 30 days notice and re-apply when ready to resume. Re-acceptance is not guaranteed.

Discretionary Withdrawal by Keen-Canine

Keen-Canine reserves the right to withdraw any customer’s participation in the Monthly Allocation Program at any time if production ethics, lineage preservation, or biological standards require.

In the event of withdrawal by Keen-Canine:

Current month’s allocation will be fulfilled if already prepared

30-day notice will be provided when possible

No refunds for future months will be provided

Customers will be notified privately

Contact

For questions regarding this policy:

Email: [contact@keen-canine.com]

Response Time: All inquiries are reviewed within 48-72 hours. We do not provide phone support.

Acknowledgment

By completing a purchase with Keen-Canine, you acknowledge that you have read, understood, and agree to this Refund and Returns Policy in its entirety.

This policy is non-negotiable and applies to all customers without exception.