Exchange and Return Policy

Last Updated: 01/01/2025

At First Vet Qatar, we are committed to ensuring customer satisfaction with every purchase. This Return & Exchange Policy outlines the conditions under which products may be returned or exchanged. Please read this policy carefully before making a purchase.

1. General Return & Exchange Guidelines

– All returns and exchanges must be accompanied by the original purchase receipt.
– Products must be unused, undamaged, and in their original packaging to be eligible for return or exchange.
– Returns and exchanges are only accepted within the designated time frame from the date of purchase (as specified below).
– Items purchased on sale or promotion are non-refundable and non-exchangeable.
– Returns or exchanges for online purchases must be arranged through our customer support team.
– Customers are responsible for return shipping costs unless the return is due to an error on our part.
– Any item not meeting the return criteria may be refused or subject to a restocking fee.
– Products sold as part of a bundle or promotional offer must be returned together as a set.

2. Return & Exchange Timeframes

2.1. Vaccines
– Returns and exchanges are NOT allowed for vaccines due to safety and regulatory reasons.

2.2. Medicines
– Returns/exchanges are accepted within 1 day of purchase.
– The product must be in original, unopened, and resalable packaging.
– The product must not have been exposed to heat or sunlight.
– The original purchase receipt is required.

2.3. Feed and Feed Additives
– Returns/exchanges are accepted within 3 days of purchase.
– The product must be in original, unopened, and resealable packaging.

– The product must not have been exposed to heat or sunlight.
– The original purchase receipt is required.

2.4. Accessories
– Returns/exchanges are accepted within 7 days of purchase.
– The product must be in original, unused, and resalable condition.
– The original purchase receipt is required.

3. Refund Policy

– Approved refunds will be processed within 7 business days after the returned item has been inspected.
– Refunds will be issued through the original payment method used for the purchase.
– For cash-on-delivery (COD) payments, refunds will be processed as store credit or bank transfers.
– Shipping fees and other service charges are non-refundable.
– If a return is approved but the original payment method is unavailable, store credit may be offered instead.
– Refunds for purchases made with gift cards or store credit will be issued as store credit only.

4. Exchange Policy

– Exchanges are subject to product availability.
– If the replacement product is of higher value, the customer must pay the price difference.
– If the replacement product is of lower value, the difference will be refunded as store credit.
– Products that have been exchanged once are not eligible for additional returns or exchanges.

5. Return & Exchange Process

5.1. In-Store Returns & Exchanges
– Customers can visit our store with the product and the original receipt.
– A store representative will inspect the product before processing the return or exchange.
– Store personnel reserve the right to refuse returns that do not meet the policy criteria.

5.2. Online Purchase Returns & Exchanges
– Contact our customer support team at [Insert Contact Email] or call [Insert Contact Number].
– Provide order details, reason for return/exchange, and relevant photos (if applicable).
– Once approved, customers may be required to return the product via courier at their own expense unless the return is due to an error on our part.
– Refunds for online purchases may require additional processing time, depending on the payment provider.
– If the return is due to an incorrect product being received, we will cover the return shipping costs.

6. Defective or Incorrect Products

– If you receive a damaged, defective, or incorrect product, please notify us within 24 hours of receiving the item.
– Customers must provide photographic evidence of the issue before a resolution is processed.
– We will arrange for a replacement or refund at no additional cost.
– If a replacement is unavailable, customers may receive store credit or a refund.
– Products found to be defective due to misuse or external factors will not be eligible for return or exchange.

7. Cancellations

– Orders can only be canceled before shipment or processing begins.
– Once an order has been shipped, it is not eligible for cancellation and must go through the standard return process.
– Refunds for cancellations will be processed within 5-10 business days.
– Special orders or customized products are not eligible for cancellation.

8. Contact Information

For any questions or concerns regarding returns and exchanges, please contact us:

📍 First Vet Qatar
📧 Email: [email protected]
📞 Phone: +974 4038 5606
🌐 Website: https://firstvetqa.com/

By purchasing from First Vet Qatar, you acknowledge that you have read and understood this Return and Exchange Policy. We reserve the right to update or modify this policy at any time without prior notice.