Effective March 10, 2017
Vetionx products are sold with the intent that they will be used within 3 months of purchase. To purchase more than 3 months worth of product for your personal use, please contact our customer service team before placing your order. We do not accept returns on product that has passed the printed expiration date.
We offer our first time customers a 60-day satisfaction guarantee on their first order placed with us. Any follow up purchase of like product(s) after your first purchase is not covered by the guarantee. Your second purchase is a clear and final indication that you accept the product(s) as-is.
If, after using our product for a minimum of 30 days and up to 60 days, in accordance with the dosing schedule for your pet's weight and condition (see individual product protocol), you are not completely satisfied, you must return all bottles (both empty and unused) for a refund of your original purchase price less shipping and handling charges.
Our Satisfaction Guarantee is designed for a single pet for up to 60 days use of product. Therefore, only two (2) bottles of your product can be opened to be eligible for a refund. All other bottles of the same product must be in the factory-sealed container to be eligible for a refund. The unit price of any opened or unsealed bottles (over the two allowed) will be deducted from your refund amount.
The refund Guideline does not cover the cost of shipping and handling but the product itself only. All bottles must be returned to our office to receive a refund.
Order of 32oz. Products
There is a one 32oz bottle return limit on all orders, even if there were multiple 32oz bottles included in the original purchase.
Non-Consumable items like Combs and Brushes do not fall under the 60-day satisfaction guarantee. Customers have 30 days from the date of purchase to return the item.
Meal Mix / Food
There are no returns on food packages.
There are no refunds for any Auto-Ship packages.
Undeliverable or Refused Packages
Refused or undeliverable orders will be refunded according to this Guideline, less all shipping and handling. The customer is responsible for providing a deliverable address when placing the order.
International Orders and Customs Fees
For international orders, there may be customs fees levied on packages, as well as additional package tracking fees. VETiONX is not responsible for these fees, and if a package is refused or undeliverable any customs fees paid upon return or tracking fees will be deducted from the refund amount.
Obtaining Return Merchandise Authorization
Customers have up to 60 days from time of purchase to request a Return Merchandise Authorization to return the product to us. We do accept the postmark on the return package as the returned date. Items received outside of this 60 day Guideline will not be processed. To begin your return, please complete these steps:
- Call our Customer Service at 1.866.977.0888 to receive your RMA (Return Merchandise Authorization) number. Display this number visibly on the outside of the return package. Packages sent to us without a visible RMA number will not be accepted and will be discarded. Your RMA number will expire 14 days after being issued.
- If we do not receive your return package within 14 days of issuing the RMA, your purchase will no longer be eligible for a refund, regardless of the 60 day satisfaction guarantee.
- In order for your return to be accepted, you must ship back all of the empty bottles/packages and any unused, unopened bottles/packages in their factory-sealed containers.
- We strongly recommend returning packages to us through certified mail with a tracking number. If we do not receive your product, and you cannot prove your product was returned, we will not issue a refund. To help with the refund process please mail your package along with an RMA form. DOWNLOAD RMA FORM (PDF)
- Send your return package to:
Attn: Processing Center
4635 40th St. SE
Grand Rapids, MI 49512
Once your return is received and inspected by our processing center (usually within 72 hours of receipt),your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Refunds for purchases made with a gift card / prepaid credit card will go back to the same card. If the card no longer exists you have to inform VETiONX before the refund is processed and we will issue a company check.
We only allow one return per product per customer. Customers can order as many products as they wish but we only allow one return for any particular product per customer.