Our 14-Day Happiness Guarantee (Return, Exchange & Refund) - Hong Kong orders only
At Vetopia, we always strive to provide the best quality products and the highest levels of service to valued customers. If you have changed your mind or unhappy with your purchase for any reason within 14 days of purchase, we're happy to help and make it right. Please contact us via WhatsApp +852 2915 9262 or e-mail enquiries@vetopia.com.hk within 14 days of purchase, and we'll help with a return or exchange.
All products must be returned unused, unopened and in their original packaging. Please be advised that each order is eligible for only one return or exchange. Refunds will be issued to the original payment method, excluding any applicable shipping costs and qualified discounts.
Short dated items that are marked as "non-returnable and non-exchangeable" on product page are not eligible for return or exchange.
There are special return conditions for certain orders or items that may be subject to return shipping and re-delivery fees, including but not limited to:
- Outlying Island orders (including Cheung Chau and Lamma Island)
- IATA Shipping Kennels
Macao orders are non-exchangeable, non-returnable and non-refundable unless the product received are damaged or that you have have received an incorrect product(s).
Please make sure that you've added the correct product(s) into your shopping cart before finalizing your order.
We want you to be happy with your purchase and always do our best to help with returns. However, there are a few situations where an exchange, return, or refund might not be possible:
- The product has been opened, consumed, or used.
- The product is missing its original packaging materials (such as tags, box, or packaging).
- The product has been damaged or shows signs of animal hair or other use.
- The product is a perishable natural item and/or fresh food (such as Timothy Hay).
- The product was purchased more than 14 days ago.