Returns & Refund Policy

Returns Policy

We endeavour to make your experience with The Pines Vet a positive one and deliver the best possible service to our customers. As such, we have a fair returns policy to deal with situations where the products you ordered were not what you expected, not in the expected condition, or your order was not accepted.

Please note that except where your order was not accepted, no credits or refunds for products supplied can be given without first speaking with a representative of The Pines Vet. We must issue you a return number and return address before you can send back any items. If you send back any items without the correct address and return number, a refund may not be able to be given.

Our returns policy lasts 14 days. If 14 days have gone by since your purchase (the date payment is made) unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, please email us at to discuss the nature of your return.

There are certain situations where only partial refunds may be granted, including any item not in its original condition, is damaged or missing parts for reasons not due to our error and any item that is returned more than 14 days after purchase.


Once your return is received and inspected, we will send you an email to notify you that your returned item has been received. We will also notify you of the approval or rejection of your refund request. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (e.g. PayPal), within 5 business days days.

The refund will be net of any return and outbound postage charges incurred by The Pines Vet as a result of delivering and returning your order.

Late or missing refunds

If you haven’t received a refund within 5 business days, first check with your bank, credit card company or PayPal, it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund, then please contact us at

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and we will organise for a courier to pick up your item.


You should return your product only as directed by The Pines Vet. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.