Return Policy

Last Updated: 2026

At Vetix Animal Care, we aim to ensure that all products meet your expectations. Due to the nature of pharmaceutical products, our return policy is structured carefully for safety and compliance.

1. General Return Conditions

We accept returns only if:

  • The product is unopened, unused, and in original packaging
  • The return is requested within 7 days of purchase
  • Proof of purchase is provided

2. Non-Returnable Items

For safety and regulatory reasons, the following items cannot be returned:

  • Opened or used pharmaceuticals
  • Temperature-sensitive products (e.g. vaccines)
  • Custom or specially ordered products

3. Damaged or Incorrect Items

If you receive a damaged product or an incorrect item, please contact us within 48 hours of delivery. We will arrange a replacement or refund where applicable.

4. Refunds

Approved refunds will be:

  • Processed within 5–10 business days
  • Issued via the original payment method

5. Administration & Handling Services

Products that have been administered (e.g. injections, supplements) as part of our service offering are non-refundable, as the service has already been rendered.

6. Return Process

To initiate a return:

  1. Contact us via email or phone
  2. Provide proof of purchase and reason for return
  3. Await confirmation before sending items back

Any refunds requested due to delivery delays will be processed only once the product has been successfully returned to Vetix by the courier company. Clients may be liable for any return courier costs, which may be deducted from the refund amount.

7. Client-Initiated Returns

If a client wishes to return or exchange an item for reasons not attributable to Vetix, the client will be responsible for returning the item in mint condition, unopened and in its original packaging, together with proof of purchase.

Alternatively, Vetix may arrange collection of the item on behalf of the client, in which case the applicable courier fee will be deducted from the refund amount.

8. Condition of Returned Items

All returned items are subject to inspection upon receipt. If a product is not returned in mint condition, Vetix reserves the right to refuse a refund. Where a refund is refused, Vetix will provide the client with reasonable evidence supporting the decision.