Refund policy

Refund & Return Policy

At TheraPet, your satisfaction is our priority. We aim to keep our refund and return process clear, fair, and hassle-free. Please review the details below to understand how refunds, returns, and exchanges work.

Order Finalization, Modifications & Cancellations

Once an order is placed, it is typically considered final. Please ensure that your shipping address and order details are correct before com

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@therapetmd.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@therapetmd.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@therapetmd.com.

pleting checkout.

If you need to modify or cancel your order, contact us as soon as possible at support@therapetmd.com. While we cannot guarantee changes once processing has begun, we will always do our best to assist.

30-Day Refund & Return Window

Customers have 30 days from the date of delivery to request a refund or return.

You are eligible for a refund if:

  • The product doesn’t meet your expectations

  • The product arrives damaged, defective, or incorrect

  • You used the product as directed but did not see the desired results

  • You wish to return an unused product in its original condition

Return Shipping Costs

We have two return categories:

1. Used Product – No Results Guarantee (No Return Required)

If you tried the product and did not see results, we honor our satisfaction guarantee.
👉 You will receive a refund without needing to ship the product back.
👉 No return shipping fees apply.

2. Unused Product – Return for Exchange or Refund

If the product is unused and you request an exchange or a standard return:

  • Customers are responsible for the return shipping cost to our Texas address.

  • We recommend using a trackable shipping service.

Shipping fees paid at checkout are non-refundable.

How to Request a Refund or Return

Simply contact us at support@therapetmd.com.
Our team will walk you through the steps based on your situation (used-product refund, unused-product return, or exchange request).

Damaged or Incorrect Orders

If your order arrives damaged, defective, or not as described, we sincerely apologize.
Please contact us immediately at support@therapetmd.com with:

  • Your order number

  • A description of the issue

  • Photos (when applicable)

We will resolve the issue promptly with a replacement or refund.

Exclusions

Some items are not eligible for return, including:

  • Perishable goods

  • Custom or personalized products

  • Personal care items

  • Hazardous materials, flammables

  • Gift cards

  • Sale items

If unsure whether your item qualifies, please reach out to us.

Exchanges

To exchange an unused product:

  1. Start a return by contacting support@therapetmd.com and informing us of your exchange request.

  2. Place a new order for the desired item so you receive it as quickly as possible.

Our team will guide you through the process.

European Union Customers

EU customers may cancel or return orders within 14 days, but items must be unused, in original packaging, and accompanied by proof of purchase.

Refund Processing

Once your return is received (when applicable) and inspected, we’ll notify you of approval.

Approved refunds will be issued to your original payment method within 3–7 business days.
If your refund does not appear after 10 business days, please contact us at support@therapetmd.com and we will assist immediately.