Refund Policy

Return window

Start your return within 30 calendar days of the delivery date recorded by the carrier. Requests made after 30 days cannot be accepted.

Condition requirements

• Unused, in the same condition you received it
• Original packaging and tags included
• No dirt, odors, or signs of wear
• Order number or the email address used at checkout

Items we cannot accept

We cannot accept items that were marked final sale at the time of purchase. Anything that arrives damaged, defective, or different from what you ordered is always covered.

Who pays return shipping

A return label costs $4. We do not charge a delivery fee on any order, so this flat $4 covers part of the cost of carriage back to us and is what keeps delivery free worldwide for every customer. If your item arrived damaged, defective, or different from what you ordered, we cover the return in full and there is no $4 charge.

How to start a return

Email contact@animalhospital.store with your order number, the item, and the reason. We reply within 24 hours on business days with the return address and instructions. Do not send your return to the address printed on the parcel. Returns must go to the address we send you, or they cannot be processed. Use the $4 tracked label we send you — if that parcel goes missing we can still resolve it. Returns sent by an untracked method are your responsibility if they go missing.

Refund timeline

Once your return arrives, we inspect it within 3 business days. Approved refunds go back to your original payment method within 5–10 business days. Your bank may take another 3–5 business days to post the money. We email you the moment the refund is issued. Delivery is free, so there is no shipping cost to refund.

Exchanges

We do not run direct exchanges. Return the item for a refund and place a new order. That is faster than waiting on a swap.

Damaged, defective, or wrong items

Email contact@animalhospital.store within 7 days of delivery with your order number and photos of the item and packaging. We cover the return in full and send a replacement or a full refund. Do not send the item back before contacting us.

Cancellations

Email contact@animalhospital.store within 12 hours of ordering and we will cancel it if it has not yet entered processing. Once an order has entered processing it cannot be cancelled, but you can return it under this policy instead. This does not affect the 14-day right to withdraw from an online order that consumers in the UK and the EU have, which runs from the day you receive it.

Chargebacks

Contact us before filing a chargeback. Most problems are fixed within 48 hours, and a chargeback almost always takes longer than a refund.