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, tags, manuals, and accessories included
• No pet hair, dirt, odors, or signs of wear
• Order number or the email address used at checkout

Items we cannot accept

For health and safety reasons, we cannot take back: opened food, treats, supplements, or medications; used grooming tools; opened hygiene or dental products; personalized or custom-made items; gift cards; and items marked final sale. Damaged or defective versions of these items are still covered.

Who pays return shipping

We pay return shipping on every return, including change-of-mind returns. We pay if the item arrived damaged, defective, or different from what you ordered. We send a prepaid label, so returning an item costs you nothing.

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 ship to the address on the parcel — it is often a supplier address, and returns sent there without approval cannot be processed. Use a trackable service. We cannot refund items lost in return transit.

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 return shipping and send a replacement or a full refund, including the original shipping cost. Do not send the item back before contacting us.

Cancellations

Email contact@animalhospital.store within 12 hours of ordering. Once an order is passed to the supplier it cannot be cancelled. You can return it under this policy instead.

Chargebacks

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