Refund & Returns Policy

Effective Date: 18/03/25

At Pine Veterinary Physiotherapy, we are committed to providing high-quality care and products for your pets. This Refund & Returns Policy outlines the circumstances under which we offer refunds, returns, or exchanges for both our services and products. Please read this policy carefully to understand your rights and our processes.

1. Services Provided

We provide veterinary physiotherapy treatments, rehabilitation programs, and other related services for your pets. We strive to ensure that you and your pet are satisfied with the services rendered.

Refund Eligibility for Services:

Services Already Rendered: Once a service has been provided, we do not offer refunds, as the service has been delivered.
Packages and Prepaid Sessions: Packages or prepaid sessions are non-refundable but may be transferable or credited under specific circumstances. Please contact us for further assistance if needed.
Missed Appointments: If you fail to attend a scheduled appointment or cancel within 24 hours of the scheduled time, no refund will be issued. You may be charged for the missed session.

Exceptions:

If a service cannot be completed due to unforeseen medical reasons, a refund or rescheduling may be offered at our discretion.

2. Products Sold

We offer a range of products, including pet care and rehabilitation items, through our website. We want you to be satisfied with every purchase, and we strive to ensure the products we sell meet high-quality standards.

Refund & Return Eligibility for Products:

Damaged or Defective Products: If your product arrives damaged or is defective, we will gladly offer a refund or replacement. You must notify us within 7 days of receiving the product.
Change of Mind: Due to the nature of our products (e.g., hygiene or health-related), we typically do not offer refunds for change of mind. However, we may offer an exchange or store credit in certain situations, depending on the product.
Product Returns: If you are unsatisfied with a product, you may request a return within 14 days of purchase, provided the product is unused, unopened, and in its original packaging. Return shipping costs may apply, and we may charge a restocking fee.

Exclusions:

We do not accept returns on personalised items or products that have been used or opened, unless the item is faulty or damaged.
Products marked as non-returnable at the time of sale are also excluded from this policy.

3. How to Request a Refund or Return

If you would like to request a refund, return, or exchange for a product or service, please contact us at:

Phone: 07592581671
Email: info@pinevetphysio.com

When contacting us, please provide the following details:

Order number (for products)
Pet’s name (for services)
Product name and description (for returns or exchanges)
Reason for the refund/return request
Proof of purchase (receipt or order confirmation)

For Products: If you are requesting a return or exchange for a product, please package the item securely for return. We recommend using a tracked shipping service for returns, as we cannot guarantee that we will receive your returned item.

4. Refund Process

Once your refund or return is approved, the following will apply:

For Services: If your refund request for a service is approved, we will process the refund to your original payment method. Please allow up to 7 business days for the refund to appear in your account.
For Products: If a refund is issued for a product, it will be processed to the original payment method. Refunds for returned products will be processed within 5-7 business days of receiving the returned item.

Please note that if the product is returned after 14 days, or if the product is found to be used, damaged, or missing parts, we reserve the right to refuse the refund.

5. Exchanges

We offer exchanges for products that are defective or damaged. If you wish to exchange a product, please contact us within 7 days of receiving the product to initiate the exchange process.

For product exchanges, the new item will be sent once we receive the returned product, and you will not incur additional shipping fees.

6. Changes to This Refund & Returns Policy

We reserve the right to modify or update this Refund & Returns Policy at any time. Any changes will be posted on our website, and the revised policy will be effective immediately upon posting. We encourage you to review this policy periodically to stay informed about any updates.

If you have any questions or concerns about this Refund & Returns Policy, please don't hesitate to contact us:

Pine Veterinary Physiotherapy
info@pinevetphysio.com
07592581671