At The Veterinary Group LLC, we are committed to ensuring your complete satisfaction with every purchase. This Refund and Return Policy outline the conditions under which returns, replacements, and refunds are accepted for orders placed through shop.thevet.group.
Given the specialized nature of veterinary pharmaceuticals, medicines, and animal healthcare products, certain restrictions apply in accordance with UAE health and pharmaceutical regulations. We encourage all customers to review this policy carefully before placing an order.
A return request may be accepted under the following circumstances:
• The product received is damaged, defective, or visibly compromised upon delivery.
• The product delivered does not match the item described or ordered (wrong product or wrong quantity).
• The product is expired or has an unacceptably short remaining shelf life at the time of delivery.
• The product packaging is broken, unsealed, or tampered with upon receipt.
Return requests must be submitted within 48 hours of receiving the delivery. Requests submitted after this window may not be considered.
Due to the nature of veterinary and pharmaceutical products, the following items are strictly non-returnable:
• Prescription veterinary medicines and controlled substances, once dispensed.
• Products that have been opened, used, or partially consumed.
• Cold-chain or temperature-sensitive products (vaccines, biologicals, refrigerated items) once delivered.
• Feed products (e.g., Saracen Horse Feeds) once the packaging seal has been broken.
• Products purchased under a promotional, clearance, or final-sale designation.
• Items that have been stored improperly after delivery.
⚠️ Important: TVG strictly adheres to UAE pharmaceutical regulations. Returns of prescription medications are subject to regulatory compliance and may require additional documentation.
To request a return, please follow these steps:
• Step 1: Contact our customer service team within 48 hours of delivery via email at sales@thevet.group or by calling +971 6 5395443 or Whatsapp.
• Step 2: Provide your order number, the item(s) you wish to return, and a clear description of the issue.
• Step 3: Attach photographic evidence of the defect, damage, or incorrect item. This is mandatory for all return requests.
• Step 4: Our team will review your request within 2 to 3 working days and advise on the next steps.
• Step 5: If your return is approved, we will coordinate collection of the item. Please do not send goods back without prior written approval from TVG.
Once a return is approved and the item has been collected and inspected, refunds will be processed as follows:
• Approved refunds will be credited back to the original payment method (credit/debit card) within 7 to 10 working days.
• For orders paid via bank transfer, refunds will be issued to the same bank account used for payment.
• Delivery charges are non-refundable unless the return is due to an error on our part (wrong item, defective product).
• If a replacement product is preferred over a refund, TVG will arrange a re-delivery at no additional charge, subject to stock availability.
⚠️ Please note: Refund timelines may vary depending on your bank or card issuer's processing times. TVG is not responsible for any delays at the bank's end once the refund has been initiated.
Orders may be cancelled under the following conditions:
• Cancellation requests must be submitted before the order has been dispatched from our warehouse.
• To cancel an order, contact us immediately at sales@thevet.group or call +971 6 5395443 with your order number.
• If the order has already been dispatched, it cannot be cancelled. The standard return process will apply upon delivery.
• For orders cancelled before dispatch, a full refund will be processed within 7 to 10 working days.
Direct product exchanges are evaluated on a case-by-case basis. Where an exchange is approved:
• The replacement product must be of equal or lesser value than the original.
• Any price difference for a higher-value replacement will be charged to the customer.
• Exchanges are subject to product availability at the time of the request.
If your order arrives visibly damaged or fails to arrive within the expected delivery window:
• For damaged deliveries: document the damage with photographs before accepting or opening the package and notify us within 24 hours.
• For delayed or lost deliveries: contact us after 7 working days from the expected delivery date for UAE orders, and we will investigate with our logistics partner.
• TVG will arrange a replacement shipment or issue a full refund for verified transit losses, to our discretion.
For any return, refund, or exchange queries, please reach out to our team:
The Veterinary Group LLC
Warehouse: Al Jerf Industrial 3, Ajman, UAE
Tel: +971 6 5395443
Email: info@thevet.group
Website: shop.thevet.group
Our customer service team is available Monday to Friday, 8:30 AM to 5:00 PM (GST).
© 2020 The Veterinary Group LLC. All rights reserved.
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