Refunds and Returns Policy

1. Satisfaction Guarantee

We pride ourselves on the quality of our veterinary-grade supplements. If you’re not completely satisfied, we’re here to help.

2. Returns Eligibility

You may request a return if:

  • The product is unopened and in its original packaging, or

  • The product you received is incorrect or damaged upon delivery

Please notify us within 7 days of receiving your order to request a return. We do not accept returns on opened or used products due to hygiene and safety reasons.

3. Returns Process

To initiate a return:

  1. Contact our team via email or phone within 7 days of delivery.

  2. Provide your order number, product details, and reason for return.

  3. Upon approval, you’ll receive return instructions and a return merchandise authorisation (RMA) code.

Returned items must be:

  • In their original, tamper-sealed packaging

  • Accompanied by the RMA code

  • Shipped back within 7 days of receiving the RMA

4. Refunds

Once your return is received and inspected:

  • We will issue a refund (excluding original shipping costs) to the original payment method

  • Or, at your request, you can receive a credit note to use on a future order

  • Expect funds within 7 to 10 business days after processing

5. Shipping Costs for Returns

  • Damaged or Incorrect Goods: Vet Grade covers return shipping costs.

  • Buyer’s Change of Mind: You are responsible for return shipping costs.

To avoid delays, please use a trackable shipping method and add adequate insurance for higher-value items.

6. Exchanges

Need a different product or size? We treat exchanges like returns:

  1. Return the original product following the returns process

  2. Place a new order for the desired item

  3. We will refund or credit the original order as per our refund policy

7. Non-Returnable Items

The following cannot be returned:

  • Opened containers, used or partially used products

  • Items returned after 7 days

  • Custom or discontinued products

8. Damaged or Defective Items

If your product arrives damaged or defective:

  • Email us within 48 hours of receipt

  • Include photos of the damaged item and packaging

  • We’ll send a replacement or issue a refund, whichever you prefer

9. Need Help?

For any questions or to initiate a return, please:

  • Call Or WhatsApp Us on

    📞 Tel: +27605304461

    Our hours of operation are
    Monday-Friday 9 AM-7 PM SAST,
    Saturday-Sunday: 9 AM - 5 PM SAST.

    Or send us an email 📧 at

    info@vetgrade.co.za

We’re here to ensure a smooth and trustworthy experience with Vet Grade products.

Reach Out To Us

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