Help when something isn’t right.

Contact us first

If there is a problem with an item or order, please contact My Vet Store support before returning anything.

Providing your order details and a description of the issue helps us determine the appropriate next step.

Faulty, damaged or incorrect items

Please contact us if an item arrives damaged, appears faulty, or differs from what you ordered.

We may request photographs or other information that helps us assess the issue and coordinate an appropriate remedy.

Change-of-mind returns

Whether a change-of-mind return can be accepted may depend on the type of product, its condition and whether it can safely and lawfully be resold.

Some pet-care, health, hygiene, food or consumable products may not be suitable for return once opened, used or no longer in saleable condition.

Please contact support before sending a change-of-mind item back so we can confirm whether the product is eligible.

Condition of returned products

Unless the product is being returned because of a fault or other applicable consumer guarantee issue, eligible returned items may need to be unused, unopened and in their original packaging.

Refunds

Where a refund is approved, it will generally be returned using the original payment method where practicable.

The time taken for a refund to appear can vary depending on the payment provider or financial institution.

Australian Consumer Law

Goods sold in Australia come with consumer guarantees that apply under the Australian Consumer Law.

Where those guarantees provide you with a right to a repair, replacement, refund or other remedy, this policy does not limit that right.