Return & Refund Policy

Our 14-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 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, and we'll help with a return, exchange or refund. Please note that returned or exchange products must be unused and in their original packaging. 
Please note that certain orders or items have special return conditions, require delivery back to our warehouse, and may be subject to re-delivery fees, including:
  • Macao orders
  • Outlying Island orders (including Cheung Chau and Lamma Island)
  • IATA Shipping Kennels

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

We are terribly sorry for sending you the wrong/defective items. Please contact us to issue an exchange or refund via the following methods:

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.
  4. The product is a perishable natural product and/or fresh food item (such as Timothy Hay)
  5. The product was purchased more than 14 days ago
To help speed up the return process, we will request you to send us pictures/photos 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 can 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.