Refund policy
At TheraPetMD, your satisfaction is our priority, as is your pet's happiness and well-being. If for any reason you're not completely satisfied with your purchase, we're here to make things right.
Order Changes & Cancellations
You have 5 minutes after placing your order to make changes or cancel. After that, your order enters processing, and we may not be able to make adjustments. Please double-check your cart and shipping details before checking out. If you do need help, reach out to support@therapetmd.com and we'll do our very best.
Our 30-Day Money-Back Guarantee
We stand behind every product we sell. If you're not happy with your purchase, you have 30 days from the date of delivery to request a refund or return.
This policy applies to all orders, including subscription orders.
How Returns Work
To begin a return, simply contact our support team at support@therapetmd.com. We'll guide you through the process and do our best to make it as smooth as possible.
Unused & Sealed Products If your product is unused and still in its original sealed packaging, we'll ask you to return the item to our returns address. Before arranging the return, we may ask for a photo of the sealed product to confirm its condition. Customers are responsible for return shipping costs, and we recommend using a trackable shipping service.
Used Products If you've already started using the product, please reach out to us and we'll assess your situation and work with you to find the best resolution — whether that's a refund, a partial refund, or another solution.
Multiple Kits If you purchased more than one kit and some remain unused, we may request that the unused kits be returned as part of the refund process.
Damaged or Defective Items
We sincerely apologize if your order arrives damaged, defective, or not as described. Please contact us at support@therapetmd.com as soon as possible with:
-
Your order number
-
A description of the issue
-
Photos or video, where applicable
We'll prioritise getting you a replacement or refund as quickly as possible.
Subscription Orders
Our 30-day guarantee applies to subscription orders as well. If you'd like to cancel your subscription and request a refund on your most recent order, simply contact us within 30 days of delivery, and we'll take care of it.
Refund Timelines
Once your return is received and reviewed, we'll be in touch. Approved refunds are processed back to your original payment method within 3–7 business days. If you haven't received your refund after 10 business days, please contact us, and we'll look into it straight away.
Items Not Eligible for Return
The following items cannot be returned:
-
Perishable goods
-
Custom or personalised products
-
Hazardous or flammable materials
-
Sale items
-
Gift cards
Not sure if your item qualifies? Just ask — we're always happy to help.
EU Customers
If you are based in the European Union, you have the right to cancel or return your order within 14 days. Items must be in their original condition and packaging, with proof of purchase.
Get in Touch
Our support team is here for you. If you have any questions or need help with a return or refund, don't hesitate to reach out at support@therapetmd.com. We're committed to making sure you and your pet have a great experience with TheraPetMD.