Refund policy
14-Day Guarantee (Return/Exchange and Refund Policy)
Vetmacy is committed to providing our esteemed customers with the highest quality products and the highest level of service.
If you change your mind for any reason or are dissatisfied with the product, please contact us within fourteen days from the date of purchase using the following methods:
- WhatsApp: +852 6366 5679
- Email: info@vetmacy.com
We will assist you with returns, exchanges, or refunds.
Returned or exchanged products must be unused and in their original packaging.
Please note: Certain orders (remote area orders) have special return conditions, requiring items to be sent back to our warehouse, and may incur redelivery fees.
What should I do if I received the wrong/defective product?
We sincerely apologize for sending you the wrong/defective product. Please contact us using the following methods for an exchange or refund.
- WhatsApp: +852 6366 5679
- Email: info@vetmacy.com
What conditions are not eligible for return/exchange/refund?
We strive to meet our customers' needs to the fullest, but we regret to inform you that we cannot provide returns/exchanges/refunds in certain circumstances, including:
- The product has been opened or used.
- The product is missing its original packaging (e.g., labels, packaging, etc.).
- Products that are filled with pet hair or are damaged.
- The product is a perishable natural product and/or fresh food.
- The product was purchased more than fourteen days ago (from the date of purchase).
To expedite the return process, we will ask you to send us actual photos of the goods before making a return/exchange/refund request.
** Please note that credit card refunds may take up to 10 business days to appear on your statement.