Refusjonspolicy
Scope and Purpose
This return and refund policy applies to all purchases made via the VetPets website:
https://shopvetpets.com
Contact Information
For questions regarding returns or refunds, please contact our customer service team:
Email: info@shopvetpets.com
Phone: +46 10 337 11 61
Contact us
Return Window
Legal right of withdrawal: You have the right to cancel your purchase and return the product within 14 days of delivery without providing a reason, in accordance with applicable consumer protection laws.
Extended return period: We also offer a 100-day return period for products that are unused, unopened, and returned in their original packaging. The customer is responsible for return shipping costs in these cases.
How to Return an Item
Initiate your return: Email info@shopvetpets.com with your order number and the reason for your return.
Confirmation & instructions: Once your request is reviewed, our customer service team will confirm your return and provide the correct return address along with detailed instructions.
Please do not send any items back before receiving return instructions from our team.
Packaging & Shipping
Products must be returned in their original packaging, including all labels and accessories.
Customers are responsible for safe and trackable shipping back to our warehouse.
If the item is defective or incorrect, we will cover the return shipping costs and provide a prepaid return label.
Return Costs
Customer-initiated returns: You are responsible for return shipping costs when exercising your right of withdrawal or requesting an exchange.
Approved claims: If your return is due to a defect or shipping error, we cover the shipping cost. We may provide a prepaid label or refund your return shipping after confirmation. Always contact customer service first.
Exchanges
If you wish to exchange a product (e.g. for another size or version):
Contact us within 100 days to request an exchange.
The item must be unused and returned in its original packaging.
You pay for the return shipping, and we will cover the shipping of the new product to you.
Specific Return Conditions
Right of withdrawal: The product must be unused, undamaged, and returned in its original packaging.
Defective items: Contact us immediately and include photos of the defect for quick resolution.
Shipping damage: If an item arrives damaged, send us photos within 48 hours of delivery.
Wrong item received: If you receive the wrong product, we’ll provide return shipping and send the correct item at no extra cost.
Undelivered orders: If your order hasn’t arrived, we’ll investigate. If the package is lost, we’ll issue a full refund or resend the item.
Order cancellation: You can cancel your order before it ships. If it has already shipped, follow the return process.
Refund Timeline
Return notice: You must initiate your return within 100 days of delivery.
Processing: Once we receive and approve your return, we will process your refund.
Refund time: It may take up to 10 business days for the refund to appear on your original payment method.
Exceptions to This Policy
The following items cannot be returned:
Custom-made or personalized products
Opened hygiene products (unless defective or incorrect)
Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws.
Company Information
Website: https://shopvetpets.com
Company name: JBJ COMMERCE LLC
Registered address: 30 N Gould St, Ste R, Sheridan, WY 82801-6317, United States
Mailing address: 23160 Fashion Dr, Ste 219, Estero, FL 33928, United States
Email: info@shopvetpets.com
Contact Form: https://shopvetpets.com/pages/contact
Phone: +46 10 337 11 61
Customer service hours: Monday to Friday, 08:00–17:00 (GMT+01:00, Stockholm)