Return and Refund Policy

1. Return Window

You have 14 days from the date you received your item to request a return. To be eligible, the item must be in the same condition that you received it: unused, with tags, and in its original packaging.

2. Damaged or Broken Items (Defective Products)

We take great care in packaging, but if an item arrives damaged or broken, we will make it right at no cost to you.

• Notification Period: You must notify us within 24 hours of receiving the order to be eligible for compensation or a free replacement for damages.
• Evidence: Please send a photo or video of the damaged item to [email protected] or via WhatsApp to +201034676804.
• Return Shipping: If the item is broken, opened before delivery, or incorrect, Vet Alex covers 100% of the return shipping costs.

3. Change of Mind (Customer Remorse)

If you decide you no longer want the product but it arrived in perfect condition:

• You may still return it within the 14-day window.
• Shipping Costs: The customer is responsible for paying the return shipping fees for “change of mind” returns.
• Restocking Fees: We do NOT charge any restocking fees.

4. How to Initiate a Return

To start a return, you can contact us at:

• Email: [email protected]
• Phone/WhatsApp: +201034676804

If your return is accepted, we will provide instructions on how and where to send your package using our partners Bosta or Egypt Post.

5. Refunds & Reimbursement

Once we receive and inspect your return, we will notify you if the refund was approved. We aim to process all refunds within 2-3 business days of receiving the item.

Refund Methods:

• Cash on Delivery (COD) Orders: Since the original payment was cash, you may choose to receive your refund via Instapay, Bank Transfer, or as Store Credit. There are no additional fees for any of these methods.
• Digital Payments: For future electronic payments, refunds will be sent to the original payment method used.

6. Non-Returnable Items

For the safety and hygiene of all pets, we cannot accept returns on items that have been opened or used (such as unsealed pet food, supplements, or used grooming tools) unless they were defective upon arrival.