Return & Refund Policy

Our 30 Day Happiness Guarantee (Return, Exchange & Refund)

At Vetopia, we always strive to provide the best quality products and the highest levels of service to valued clients.

If you’ve changed your mind or unhappy with your purchase for any reason with 30 days of purchase we're happy to help and make it right.
Please contact us via:
And we'll help with a return, exchange or refund.
Returned or exchange products must be unused and in their original packaging.
Please note that certain item categories have special return conditions and require delivery back to our warehouse, including:
  • Macao orders
  • Perishable natural products and fresh food items (such as Timothy Hay)
  • Animalkind Shipping Kennels

It seems like I’ve received a wrong / defective item, what should I do?

We’re terribly sorry for sending you the wrong/defective items. Please contact us to issue an exchange or refund.


Are there any reasons why a product cannot be exchanged, returned or refunded?

We always try our best to return any purchase that you're not completely happy with, but there are a few circumstances which may prevent exchange, return or refund:
1. The product has been opened, consumed or used.
2. The product is without its original packing materials (such as tags, box, packaging).
3. The product has been damaged by a pet or has animal hair or other signs of use.
To help speed up the return process, we will request you to send us a picture of the returns prior to return.

Will I receive money back or store credit (VetPoints) when I do a refund of my order?

It’s up to you! You could choose to credit as store credit (VetPoints) or your money back, credited to your original payment method.
Please note that it might take up to 10 working days for refunds to be shown on your credit card statement.