Refund policy

Refund & Return Policy

Our Commitment

At PetMedsToYourHome, we want you and your pet to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Return Eligibility

You may return most unopened, unused items within 30 days of delivery for a full refund or exchange. To be eligible for a return:

  • Items must be in original, unopened packaging
  • Items must be unused and in resalable condition
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For health, safety, and regulatory reasons, the following items cannot be returned:

  • Opened or used medications, supplements, or treatments
  • Prescription medications (once dispensed)
  • Perishable items or refrigerated products
  • Items marked as "final sale"
  • Opened dental care products, toothbrushes, or oral care items
  • Hazardous materials, flammable liquids, or gases
  • Custom or personalized products
  • Sale items or gift cards

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will provide a full refund or replacement at no additional cost. You may be asked to provide photos of the damaged item.

How to Initiate a Return

To start a return:

  1. Contact us at [your email] or [your phone number] within 30 days of delivery
  2. Provide your order number and reason for return
  3. We will provide you with return shipping instructions
  4. Ship the item back to us using a trackable shipping method

Return Shipping Costs

  • Defective or incorrect items: We cover return shipping costs.
  • Change of mind or unwanted items: The customer is responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Restocking Fee

Returns of eligible, unopened over-the-counter (OTC) items made for reasons of change of mind or items no longer needed are subject to a 10% restocking fee, which will be deducted from the refund amount. This fee does not apply to items returned due to damage, defect, or shipping error on our part.

This restocking fee applies only to items that otherwise meet the Return Eligibility criteria above; it is not charged in addition to any return that is otherwise ineligible for refund.

Original Shipping Fees

Any shipping fees paid on the original order are non-refundable, regardless of the reason for return, except where the return is due to our error (e.g., damaged, defective, or incorrect item).

Refund Processing

Once we receive and inspect your returned item:

  • We will notify you whether your refund has been approved.
  • Approved refunds, less any applicable restocking fee and non-refundable original shipping charges, will be processed within 5–7 business days.
  • Refunds will be issued to your original payment method.
  • Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.
  • If more than 15 business days have passed since your return was approved, please contact us at support@petmedstoyourhome.ca.

Exchanges

We gladly accept exchanges for unopened, eligible items. The fastest way to complete an exchange is to return the original item for a refund and place a separate order for the new item.

Prescription Medications

Due to regulatory requirements, prescription medications cannot be returned once dispensed. Please ensure you have a valid prescription and verify product details before ordering.

Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check your bank account or credit card statement.
  2. Contact your financial institution, as processing times vary.
  3. If the issue remains unresolved, contact us at support@petmedstoyourhome.ca.

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