Refund policy

Last Updated: 12/1/25

Thank you for shopping at Only.vet. Because we partner with multiple third-party suppliers through Shopify Collective, each product may be subject to that supplier’s specific return and refund rules. The policy below explains how returns, exchanges, and refunds are handled across our marketplace.

1. Eligibility & Timeframe

  • Most suppliers support a 30-day return window from the date your order is delivered.

  • Some suppliers may have shorter or longer return windows, or additional requirements. When differences exist, the supplier’s policy controls.

  • All return or refund requests must be initiated within the applicable window for that product.

  • Returned items must be unused, in original packaging, and in resellable condition, unless the item arrived defective or damaged.

2. What Can Be Returned

Returns are typically accepted when:

  • The item arrived damaged

  • The item is defective or malfunctioning

  • The wrong item was received

  • Parts or components are missing

  • The product materially differs from the description or images

Customer-initiated returns (“changed my mind,” wrong size, etc.) may or may not be accepted depending on the supplier’s rules.

3. Non-Returnable Items

Certain products cannot be returned due to supplier limitations. Examples include:

  • Perishable or consumable goods

  • Personal care and hygiene items

  • Undergarments or intimate apparel

  • Custom or personalized items

  • Items marked “Final Sale”

If an item is non-returnable, this will be stated on the product page whenever the supplier provides that detail.

4. Refunds, Exchanges & Store Credit

  • Once your return is approved and the supplier receives and inspects the item, refunds will be issued to your original payment method unless stated otherwise.

  • If a supplier does not accept returns for a specific product, Only.vet may offer store credit, a replacement, or another fair solution.

  • Exchanges depend on inventory availability. If an exchange cannot be fulfilled, a refund or store credit will be issued.

  • Refunds typically process within 3–5 business days after confirmation from the supplier.

5. Return Shipping & Fees

  • If an item is defective, damaged, or incorrect, Only.vet or the supplier will cover return shipping costs.

  • For customer-initiated returns not caused by a supplier error, customers may be responsible for return shipping and any restocking fees.

  • Customers are strongly encouraged to use trackable shipping for returns. Only.vet is not responsible for lost or damaged return shipments.

6. How to Start a Return or Refund

  1. Email hi@only.vet with your order number, the item(s) you’re inquiring about, and your reason for the request.

  2. If your item arrived damaged or defective, include photos or video evidence.

  3. We will review your request and coordinate with the supplier to confirm eligibility based on their policy.

  4. If approved, you’ll receive return or next-step instructions.

  5. Items must be shipped back within 7 days of receiving authorization, unless otherwise noted.

7. Supplier-Specific Limitations

Because Only.vet uses a distributed fulfillment model:

  • Return windows vary by supplier (30 days is typical, but not universal).

  • Some suppliers only accept returns for defects or shipping issues.

  • Resolution timelines may differ depending on supplier processing times.

  • Only.vet must follow each supplier’s rules when approving or denying returns.

We always advocate for customer fairness and will work to achieve a reasonable solution in every case.

8. Order Cancellations

  • Orders may be cancelled only before the supplier has processed or shipped them.

  • Once an order enters fulfillment, cancellation is no longer possible.

  • If cancellation is not possible, you may still request a return (if eligible under the supplier’s rules).

9. Contact Information

For all return, refund, or exchange inquiries:

Email: hi@only.vet
Subject Line: “Return/Refund Request – Order #[Order Number]”

Our team is here to help every step of the way.