Terms of service
Terms of Service
Last Updated: September 2026
Welcome to Canine Naturals Pakistan.
These Terms of Service ("Terms") govern your access to and use of the Canine Naturals Pakistan website, online store, and any related services provided through our website (collectively, the "Services").
By accessing our website, placing an order, or otherwise using our Services, you agree to these Terms. If you do not agree with these Terms, please do not use our website or place an order.
These Terms should be read together with our Privacy Policy and Return & Refund Policy, which form part of our terms governing your use of the Services.
1. About Canine Naturals Pakistan
Canine Naturals Pakistan sells fresh and frozen pet food and related pet products through its online store and other authorized sales channels.
Our products are intended for pets and are not intended for human consumption. Although we use ingredients that may be suitable for human consumption and are selected for their quality, our products are formulated, prepared, packaged, labelled, and sold as pet food and have not been prepared or approved as food for humans.
We reserve the right to update, modify, suspend, or discontinue any part of our Services or any product at any time, subject to applicable law.
2. Eligibility and Use of the Website
By using our website or placing an order, you confirm that:
- The information you provide to us is accurate and complete.
- You are legally capable of entering into a purchase transaction.
- You will use our website and Services only for lawful purposes.
- You will not use our website to engage in fraudulent, abusive, misleading, or unlawful activity.
If you place an order on behalf of another person, you confirm that you have their authorization to provide their information and place the order.
3. Products and Product Information
We make reasonable efforts to ensure that product descriptions, photographs, prices, ingredients, quantities, and other information displayed on our website are accurate and up to date.
However, photographs may not always represent the exact appearance of a particular batch of product. Because our products are freshly prepared and frozen, minor variations in color, texture, appearance, shape, and consistency may occur between batches.
Such natural variations do not necessarily indicate that a product is defective or spoiled.
We may update product information, ingredients, availability, packaging, or specifications from time to time.
Where information regarding ingredients, product composition, storage, manufacturing, or other material characteristics is provided on the website or product packaging, customers should review that information before purchasing.
4. Pet Food and Customer Responsibility
Our products are prepared for pets and should be used according to the applicable product instructions and storage recommendations.
Customers are responsible for:
- Reviewing the ingredients of a product before purchasing.
- Determining whether a product is appropriate for their individual pet.
- Following the recommended storage and handling instructions.
- Keeping frozen products appropriately frozen after delivery.
- Following appropriate feeding practices for their pet.
Canine Naturals does not provide veterinary diagnosis or treatment through its website.
If your pet has a medical condition, food allergy, dietary restriction, or other special nutritional requirement, you should consult a qualified veterinarian before introducing a new food.
5. Orders
When you place an order through our website, you are requesting to purchase the selected products at the displayed price and under these Terms.
We reserve the right to accept, decline, limit, or cancel an order where reasonably necessary, including in circumstances involving:
- Product unavailability.
- Incorrect pricing or product information.
- Suspected fraudulent or unauthorized transactions.
- Incorrect or incomplete customer information.
- Delivery limitations.
- Unforeseen operational circumstances.
If we cancel an order for which payment has already been received, we will arrange an appropriate refund of the amount paid for the cancelled order, subject to applicable law.
Customers should carefully review their order, including the product, quantity, delivery address, and contact information, before submitting it.
6. Order Cancellation
Because our products are fresh and frozen perishable goods, orders may be prepared or dispatched shortly after they are placed.
Customers may contact us as soon as possible if they wish to cancel an order. We will attempt to accommodate cancellation requests where the order has not yet been prepared or dispatched.
Once an order has been prepared or dispatched, cancellation may no longer be possible.
7. Prices and Payments
All prices displayed on our website are in Pakistani Rupees (PKR) unless otherwise stated.
We reserve the right to change product prices, promotions, discounts, and delivery charges at any time.
The price applicable to an order is generally the price displayed at the time the order is placed, subject to correction of genuine pricing or technical errors.
Customers are responsible for providing accurate payment and contact information.
Where a payment method requires payment before dispatch, the order may not be processed until the required payment has been successfully received.
8. Delivery
We make reasonable efforts to deliver orders within the estimated delivery period communicated to the customer.
Our delivery operations in Lahore, Karachi, Islamabad & Rawalpindi may follow a route-based schedule. Depending on the delivery address and route allocation, deliveries may be scheduled on specific days of the week, including alternating delivery days for different areas or routes. The applicable delivery day or estimated delivery period may be communicated to the customer at the time of ordering or after the order is placed.
Delivery times and route schedules are estimates and may be affected by circumstances outside our reasonable control, including:
- Courier or transport delays.
- Traffic or road closures.
- Weather conditions.
- Public holidays.
- Operational disruptions.
- Changes to route planning or delivery schedules.
- Incorrect or incomplete delivery information provided by the customer.
- Customer unavailability at the delivery address.
- Other circumstances affecting transportation.
Because our products are perishable and frozen, customers should make reasonable arrangements to receive their orders promptly when delivery is attempted.
9. Frozen and Perishable Products
Our products are fresh/frozen perishable food products.
Customers acknowledge that these products require appropriate handling and storage after delivery.
Once the order has been delivered to the customer, the customer is responsible for promptly transferring the products to appropriate frozen storage and maintaining the recommended storage conditions.
Canine Naturals is not responsible for spoilage, deterioration, or loss caused by improper storage, mishandling, delayed refrigeration/freezing, or other conditions occurring after delivery that are outside our control.
10. No Returns or Exchanges
Due to the perishable and frozen nature of our products, we do not accept returns or exchanges.
Products cannot be sent back to our warehouse after delivery because returning frozen food may compromise its quality, safety, and suitability for resale.
All orders are therefore considered final once delivered, except where a refund or other resolution is approved under our Return & Refund Policy.
Our Return & Refund Policy explains the circumstances in which we may provide a refund or other resolution, including verified cases involving an incorrect order, an order that arrived spoiled, or an error attributable to Canine Naturals.
Nothing in these Terms is intended to exclude or restrict any rights or remedies that cannot legally be excluded under applicable Pakistani law.
11. Damaged, Spoiled, or Incorrect Orders
Customers should inspect their order as soon as reasonably possible after receiving it.
If you believe that:
- You received the wrong product.
- You received an incorrect quantity.
- The product arrived spoiled or otherwise unacceptable.
- The order was damaged due to an issue attributable to Canine Naturals.
- There was another fulfillment error on our part.
you should contact us promptly.
We may request photographs, videos, order information, packaging details, product labels, or other reasonable evidence to investigate the issue.
Where a claim is verified and approved, Canine Naturals may provide an appropriate resolution in accordance with our Return & Refund Policy.
12. Customer Information and Delivery Address
Customers are responsible for providing accurate information when placing an order, including:
- Full name.
- Telephone number.
- Delivery address.
- Relevant location or landmark information.
- Email address where applicable.
- Correct product and quantity selection.
Canine Naturals is not responsible for delivery problems caused by inaccurate, incomplete, or outdated information supplied by the customer.
If an order cannot be delivered because the customer provided incorrect information or was unavailable to receive the order, additional delivery arrangements or charges may apply.
13. Intellectual Property
All content on the Canine Naturals website, including but not limited to:
- Canine Naturals names and logos.
- Product names and branding.
- Photographs.
- Graphics.
- Product descriptions.
- Website design.
- Text and written content.
- Videos and other media.
is owned by or used by Canine Naturals Pakistan with appropriate rights or authorization.
You may access and use the website for your personal and lawful purposes.
You may not reproduce, copy, modify, distribute, sell, publish, or commercially exploit our branding, photographs, written material, product content, or other website materials without our prior written permission.
Unauthorized use of Canine Naturals branding or content may result in appropriate legal action.
14. Customer Reviews and Feedback
If you submit a review, photograph, video, testimonial, comment, suggestion, or other feedback relating to Canine Naturals, you confirm that you have the right to submit that content.
By submitting content to us, you grant Canine Naturals permission to use, reproduce, publish, display, and share that content for legitimate business and promotional purposes, including on our website and social media channels, unless otherwise agreed with you.
We reserve the right to remove or decline to publish content that is unlawful, misleading, abusive, defamatory, fraudulent, offensive, or otherwise inappropriate.
You remain responsible for the content you submit.
15. Prohibited Activities
You must not use our website or Services to:
- Commit or facilitate unlawful activity.
- Provide false or misleading information.
- Attempt to obtain products or services fraudulently.
- Interfere with the operation or security of our website.
- Introduce viruses, malware, or other harmful code.
- Attempt unauthorized access to our systems or accounts.
- Copy or scrape our website content for unauthorized commercial purposes.
- Impersonate another person or business.
- Harass, threaten, abuse, or defame our employees, representatives, or other customers.
- Use our website in a manner that could damage Canine Naturals or its reputation.
We reserve the right to restrict or terminate access to our website where we reasonably believe these Terms have been violated.
16. Third-Party Services and Links
Our website may use third-party services, including payment processors, hosting providers, delivery services, analytics providers, social media services, or other technology providers.
We are not responsible for the independent policies, content, availability, or practices of third-party websites or services.
Where you interact with a third-party service, that service may have its own terms and privacy policies.
17. Website Availability and Errors
We make reasonable efforts to keep our website available and accurate, but we do not guarantee that the website will always be available, uninterrupted, or free from errors.
Occasionally, the website may contain typographical errors, technical errors, incorrect pricing, inaccurate availability information, or other unintended errors.
We reserve the right to correct such errors and, where reasonably necessary, cancel or amend affected orders.
If an order has already been paid for and is cancelled because of an error attributable to Canine Naturals, we will arrange an appropriate refund of the amount paid for the cancelled order, subject to applicable law.
18. Privacy
Personal information provided through our website is handled in accordance with our Privacy Policy.
We may collect and use information necessary to process orders, communicate with customers, arrange delivery, provide customer support, improve our Services, and comply with applicable legal obligations.
Our website is powered by Shopify, and information may also be processed by Shopify and other service providers involved in operating our online store.
Please review our Privacy Policy for further information regarding the collection and use of personal information.
19. Disclaimer
Information provided through our website is intended to provide information about our products and Services.
While we make reasonable efforts to ensure that information is accurate, we do not guarantee that every piece of information on the website will always be complete, current, or free from error.
Product information should be read together with the information provided on the product packaging and any applicable storage or feeding instructions.
Nothing in these Terms excludes any liability or legal responsibility that cannot lawfully be excluded under applicable Pakistani law.
20. Limitation of Liability
To the maximum extent permitted by applicable law, Canine Naturals will not be responsible for losses or damages arising from circumstances beyond our reasonable control, including delays, improper storage or handling after delivery, incorrect information supplied by the customer, or misuse of products.
However, nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law, including applicable consumer protection laws.
Where a customer has a valid claim arising from a defective product, incorrect order, or other issue attributable to Canine Naturals, the customer's rights and remedies will be determined in accordance with applicable law and our applicable policies.
21. Applicable Law
These Terms are governed by and interpreted in accordance with the laws of Pakistan, including applicable federal laws and the laws and regulations applicable in the jurisdiction where the relevant customer, transaction, or dispute arises.
For transactions in Sindh, including Karachi, applicable provisions of the Sindh Consumer Protection Act, 2014, and other applicable Sindh laws may apply.
For transactions in the Islamabad Capital Territory, applicable federal laws and regulations, including the Islamabad Capital Territory Consumer Protection Act, 1995, where applicable, may apply.
For transactions in Punjab, including Lahore and Rawalpindi, applicable provisions of the Punjab Consumer Protection Act, 2005, and other applicable Punjab laws may apply.
Nothing in these Terms prevents a consumer from exercising any rights or remedies available under applicable federal, provincial, or Islamabad Capital Territory consumer protection legislation.
22. Dispute Resolution
If you have a complaint or concern regarding an order, product, delivery, or our Services, we encourage you to contact Canine Naturals first so that we can attempt to resolve the matter directly.
You may contact us using the contact details provided on our website.
Nothing in this section prevents a consumer from pursuing any remedy or complaint available under applicable Pakistani law.
23. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, Services, products, legal requirements, or other circumstances.
The updated version will be posted on our website with the revised "Last Updated" date.
Your continued use of the website after an updated version is posted constitutes acceptance of the updated Terms to the extent permitted by applicable law.
24. Severability
If any provision of these Terms is determined to be unlawful, invalid, or unenforceable, that provision will be interpreted or modified to the extent necessary to make it enforceable where legally permitted.
The remaining provisions will continue to apply.
25. Entire Agreement
These Terms, together with our Privacy Policy, Return & Refund Policy, and any other policies expressly referenced on our website, constitute the terms governing your use of our Services and your purchases from Canine Naturals through the website.
If there is a conflict between these Terms and a specific policy concerning a particular subject, the specific policy will apply to that subject to the extent permitted by applicable law.
26. Contact Us
If you have any questions regarding these Terms, your order, our products, or our Services, please contact us:
Canine Naturals Pakistan
Email: junaidx489@icloud.com
We will make reasonable efforts to respond to customer inquiries and resolve genuine concerns promptly.