Palautuskäytäntö
Scope and Purpose
This return and refund policy applies to all purchases made via the VetPets website:
https://shopvetpets.com
Contact Information
For questions regarding returns or refunds, please contact our customer service team:
Email: info@shopvetpets.com
Contact us
Return Window
Legal right of withdrawal: You have the right to cancel your purchase and return the product within 14 days of delivery without providing a reason, in accordance with applicable consumer protection laws.
Extended return period: We also offer a 100-day satisfaction guarantee. One opened kit per order is refunded in full without needing to be returned — just contact us with your order number. Any additional kits on the same order must be unopened and in their original packaging, with the customer responsible for return shipping. This is a goodwill policy offered in addition to your statutory rights and does not affect them.
For subscription orders, this guarantee applies to your first delivery only. Subsequent recurring deliveries are covered by the statutory 14-day right of withdrawal.
How to Return an Item
Initiate your return: Email info@shopvetpets.com with your order number and the reason for your return.
Confirmation & instructions: Once your request is reviewed, our customer service team will confirm your return and provide the correct return address along with detailed instructions.
Please do not send any items back before receiving return instructions from our team.
Packaging & Shipping
This section applies to items being physically returned. Kits refunded under our 100-day satisfaction guarantee do not need to be sent back.
Products must be returned in their original packaging, including all labels and accessories.
Customers are responsible for safe and trackable shipping back to our warehouse.
If the item is defective or incorrect, we will cover the return shipping costs and provide a prepaid return label.
Return Costs
Customer-initiated returns: You are responsible for return shipping costs when exercising your right of withdrawal or requesting an exchange.
Approved claims: If your return is due to a defect or shipping error, we cover the shipping cost. We may provide a prepaid label or refund your return shipping after confirmation. Always contact customer service first.
Satisfaction guarantee: No return shipping applies — the opened kit does not need to be returned.
Exchanges
If you wish to exchange a product (e.g. for another size or version):
Contact us within 100 days to request an exchange.
The item must be unused and returned in its original packaging.
You pay for the return shipping, and we will cover the shipping of the new product to you.
Specific Return Conditions
Right of withdrawal: Right of withdrawal: You may examine the product as you would in a shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount reflecting any reduction in its value. Please return items in their original packaging where possible.
Defective items: Contact us immediately and include photos of the defect for quick resolution.
Shipping damage: If an item arrives damaged, send us photos within 48 hours of delivery.
Wrong item received: If you receive the wrong product, we’ll provide return shipping and send the correct item at no extra cost.
Undelivered orders: If your order hasn’t arrived, we’ll investigate. If the package is lost, we’ll issue a full refund or resend the item.
Order cancellation: You can cancel your order before it ships. If it has already shipped, follow the return process.
Refund Timeline
Return notice: You must initiate your return within 100 days of delivery.
Processing: For returned items, we process your refund once we receive and approve the return. For refunds under our 100-day satisfaction guarantee, we process as soon as we confirm your order number.
Refund time: It may take up to 10 business days for the refund to appear on your original payment method.
Exceptions to This Policy
The following items cannot be returned:
Custom-made or personalized products
Opened hygiene products, except where covered by our 100-day satisfaction guarantee or where the item is defective or incorrect
Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws.
Company Information
Website: https://shopvetpets.com
Company name: JBJ COMMERCE LLC
Registered address: 30 N Gould St, Ste R, Sheridan, WY 82801-6317, United States
Registration number: 2026-001923513
Mailing address: 23160 Fashion Dr, Ste 219, Estero, FL 33928, United States
Email: info@shopvetpets.com
Contact Form: https://shopvetpets.com/pages/contact
Customer service hours: Monday to Friday, 08:00–17:00 (CET). Closed on weekends and public holidays.
VetPets is operated by JBJ COMMERCE LLC, registered in Wyoming, United States.
Customer support is provided through our European support team.