Refund policy

Order Cancellation

If you wish to cancel your order, we kindly ask you to reach out to us within the first 24 hours of placing your order. This timeframe is important because once 24 hours have passed, your order enters the processing phase and is typically already on its way to the shipping address provided. Refunds are processed within a clearly defined timeframe (which can be up to 30 business days) once cancellation is confirmed via email - info@biovetmd.com

In the event that you contact us after your order has already been shipped, you are still eligible for a full refund. However, you will be responsible for shipping the product back to us in order to complete the refund process.

When the customer requests a cancellation via email, the order will be paused and will not be fulfilled in the next 72 hours. If the cancellation is not confirmed by the customer after 30 days, the original order will be continued and shipped to the provided shipping address. Additionally, we will require the receipt or proof of purchase to process your return.

Return & Refund Policy

We offer a 90-day return policy to ensure your satisfaction with our products. This means you have a full 90 days from the date you receive your item to request a return. To qualify for a return, the product must be in the same condition as when you received it. It should be unworn, unused, with original tags, and in its original packaging.

To initiate a return, please contact us via email at info@biovetmd.com. If your return request is approved, we will send you clear instructions on how and where to send the package. Please note that items sent back to us without first contacting us for a return request will not be accepted.

Please be aware that BioVet MD does not cover the shipping costs for products that are returned to our factory. The cost of shipping any returned items will be the responsibility of the customer.

If the package was lost in transit or, for any reason, not delivered within 120 days of placing the order, a full amount will be issued immediately after the customer contacts us via email regarding the undelivered package.

Damages and Issues

Upon receiving your order, we strongly recommend inspecting the items immediately. If you notice any defects or damage, or receive the wrong item, please contact us right away and provide us with a picture of the label on the package that you received. We are committed to resolving any issues as quickly as possible to ensure your satisfaction, and we will work with you to evaluate the problem and make things right. Whether it's a replacement or a solution, our goal is to address the issue promptly.

Non-Refundable Items

Please note that refunds are not applicable if the toy is damaged due to regular use or by your pet. If your dog damages the toy after it has been received, we cannot accept returns or offer refunds in such cases. It is important to ensure the product's condition is maintained for eligibility. Our return policy is designed to cover defects or issues related to the product itself, not damage caused by normal play or wear and tear.

Exceptions / Non-Returnable Items

There are certain types of items that cannot be returned due to their nature. These include perishable goods such as food, flowers, or plants, as well as custom products like personalized items or specially made-to-order goods. Additionally, personal care products, such as beauty items, and hazardous materials like flammable liquids or gases, are also non-returnable.
If you are unsure whether your specific item qualifies for a return, please feel free to contact us for clarification before initiating the return process. We want to make sure you have all the necessary information to proceed smoothly.

Unfortunately, we are unable to accept returns for items purchased on sale or for gift cards.

Exchanges

If you would like to exchange a product for a different item, the quickest way to do so is by returning the item you currently have. Once we accept your return, you can make a separate purchase for the new item. This allows you to receive the replacement product faster while ensuring the original item is returned and processed properly.

Refunds

Once we receive your returned item, our team will inspect the product to ensure it meets our return requirements. We will notify you as soon as the inspection is complete and let you know whether your refund has been approved or not. If the return is approved, your refund will be issued to your original payment method within 10 business days.
Please keep in mind that depending on your bank or credit card provider, it may take some additional time for the refund to be processed and reflected in your account. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@biovetmd.com so we can assist you.

European Union 14-Day Cooling-Off Period

If your order is being shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of receipt. This applies for any reason, without the need to provide a justification. However, as with our general return policy, the item must be in the same condition as when you received it, including being unworn, unused, with original tags, and in its original packaging. You will also need to provide the receipt or proof of purchase in order to complete the return process.
For any additional questions or concerns regarding returns, cancellations, or refunds, feel free to reach out to us at info@biovetmd.com