Refund & Return Policy

Last updated: 13 December 2025
Website: https://topvet.ae

1. Overview

At Top Vet Clinic, we aim to ensure customer satisfaction with every purchase. This Refund & Return Policy outlines the conditions under which returns, exchanges, or refunds may be accepted.

2. Return Eligibility

Returns may be accepted under the following conditions:

• The item is unused, unopened, and in its original packaging
• The return request is made within 7 days of delivery
• The product is not damaged due to misuse or improper storage
• Proof of purchase (order number or receipt) is provided

3. Non-Returnable Items

• Opened or used pet food, treats, supplements, or consumables
• Products with broken seals or damaged packaging after delivery
• Perishable or hygiene-sensitive items
• Items damaged due to improper handling or storage by the customer
• Gift cards or promotional items (if applicable)

4. Damaged or Incorrect Items

5. Return Process

• Contact our support team via email or phone to request a return
• Provide your order number and reason for return
• Our team will confirm eligibility and provide return instructions
• Items must be returned in original condition and packaging

6. Return Shipping

If the return is due to an error on our part (incorrect or defective item), Top Vet Clinic will arrange or cover the return shipping. In all other cases, return shipping costs are the responsibility of the customer.

7. Refunds

• Approved refunds will be processed to the original payment method
• Refund processing time may take 7–14 business days depending on the bank or payment provider
• Original delivery charges are non-refundable unless the return is due to our error

8. Exchanges

Exchanges may be offered subject to product availability. Any price differences will be communicated before processing the exchange.

9. Order Cancellations

Orders can be cancelled only if they have not yet been processed or dispatched. Once an order has been shipped, it will be treated as a return request.

10. Refusal of Returns

We reserve the right to refuse returns that do not meet the conditions outlined in this policy or where misuse or abuse is identified.

11. Contact Us

For return or refund requests, please contact us:

Top Vet Clinic
Shop 21, Azurite Tower, Ibn Al Zahrawi Street,
Al Jaddaf, Dubai, United Arab Emirates

Email: info@topvetclinic.com
Phone: +971 56 544 4677