All returns must be authorized by a staff member to ensure the product is refundable. We only facilitate the return/exchange of goods if they are defective, damaged or do not fit properly. If you are unsure if an item can be returned please submit a 'Return Request' and a staff member will inform you.
If the incorrect pet was ordered and delivered to your home/work our warehouse WDDC will not take it back for a refund because we can't gurantee how it was stored. If it is a diet we regularily stock in clinic we might be able to take it back. This is on a case by case basis. We recommend that you either have your first order shipped to the clinic for pick up and confirm it is the right diet or call us for the 6 digit item code.
Product being returned must be brought to the clinic in sellable condition (undamaged, unopened, clean, unmarked, etc) within 5 business days of delivery.
Due to our climate we will not return/exchange items that have been frozen. Please ensure that someone will be home for the delivery or have it delivered to your work place.
Shipping fees are not refundable.
If a product is being returned after the 5 business days, it will be subject to a 15% restocking fee.
There are items listed on the site marked as (nr) in the item description, this means these items are non-returnable. Items marked as (d) mean the item is discontinued. These items will not be eligible for returns or refunds under any circumstances.
Discontinued or Backordered Products
Occasionally, an item purchased may be unavailable from the supplier, or there are issues with the order. If this happens, a clinic representative will notify the customer by phone as soon as possible
Back ordered items will have a (tu) beside the description, meaning "Temporarily Unavailable". Items may be discontinued, or back ordered at any time without notice. Please watch for the code (d) for “Discontinued” behind the item description.
Discontinued and Seasonal items (such as Christmas toys) will not be eligible for returns or refunds, as per the supplier.
All Veterinary Diet Products from Purina, Hill's and Royal Canin are 100% Guaranteed and CAN only be returned for the following reasons:
Palatability - This is the first time your pet has been on this diet and they will not eat it or do not like the taste.
Quality - If there is a problem with quality of the product.
Safety – If a bag or can has a broken seal which has compromised the integrity of the food.
To be eligible for a refund, the diet must not be expired and must be in the original packaging.
For other pet food returns from a brand not listed above, please follow our “product returns” policy.
Pictures on the website may not directly depict the item it represents. Due to circumstances beyond our control, items vary slightly from the photograph on our website. Please note that items marked as 'assorted' will ship in a variety of colors and/or different varieties.
Albert North Veterinary Clinic is not responsible for any items after purchase.