Refund policy

VEDDIE – Returns & Refunds Policy

Last updated: 5 August 2026

At VEDDIE, our mission is to help every dog enjoy More Years Together.

We stand behind the quality, safety and effectiveness of our products. If something does not feel right, we are here to support you.

A. 30-Day Money-Back Guarantee

If you are not satisfied with your experience using VEDDIE within the first 30 days from delivery, you may request a refund of the product price paid.

This guarantee applies to your first purchase of any VEDDIE product, limited to one unit per household.

Requirements

To process your request, we ask for:

  • your order number;
  • a brief description of your dog’s experience, which helps our veterinary team improve; and
  • a photograph of the product you received, for our records.

You do not need to return the product to claim the 30-Day Money-Back Guarantee.

B. Damaged, defective or incorrect items

If your order is delivered damaged, opened, defective or different from what you ordered, please contact us at info@veddiehealth.com.

To help us investigate visible delivery damage, an opened package or an incorrect item promptly, please contact us within 7 days from delivery. This notification period does not limit any mandatory statutory rights concerning defective or otherwise non-conforming goods.

In your email, please include:

  • your order number;
  • a photograph of the product and/or packaging; and
  • a brief description of the issue.

If your request is approved, we will send you a replacement product at no additional cost as soon as possible, or provide another remedy where required by applicable law.

Usually, you do not need to return the damaged, defective or incorrect product. If a return is required for quality-control or safety reasons, we will provide the relevant instructions and cover the return cost.

C. Change of mind and statutory withdrawal

If you change your mind, you may notify us of your decision to withdraw from the purchase within 14 calendar days from delivery, without giving any reason.

You may exercise this right by sending a clear statement of your decision to info@veddiehealth.com. Please include your full name and order number.

After notifying us, you must send the product back without undue delay and no later than 14 calendar days from the date of your notification. Please contact us to receive the return instructions and return address before sending the product. The exercise of your statutory right is not subject to prior approval by VEDDIE.

The product should be returned unused, sealed and in a condition suitable for return to the warehouse. Any restriction relating to an opened or unsealed product applies only to the extent permitted by mandatory law.

The direct cost of returning the product is your responsibility.

We will reimburse the payments covered by the statutory withdrawal, including the cost of standard delivery where legally required, without undue delay and no later than 14 calendar days from the date on which we are informed of your decision. We may withhold reimbursement until we receive the returned product or evidence that it has been sent back, whichever occurs first.

D. Order cancellation

You may request to cancel your order as soon as possible after placing it, provided that the order has not yet been handed over to the courier.

To request a cancellation, please email us at info@veddiehealth.com as soon as possible with your order number and the reason for cancellation.

  • If your order has not yet been dispatched, a full refund will be issued during the next business hours.
  • If your order has already been dispatched, cancellation is no longer possible. You may refer to Section C if you receive the product and change your mind, or to Section E if you do not accept or collect the shipment.

E. Failed, missed or lost delivery

If delivery is not completed because the order was not collected or accepted on time, or because the delivery information provided by you was incorrect, and the package is returned to us, we will refund the product price after the return has been received and processed. The original shipping cost is non-refundable.

If a shipment is lost, or delivery fails due to an error attributable to VEDDIE or its fulfilment or delivery partners, we will offer either a replacement at no additional cost or a full refund of the product price and the applicable standard delivery charge.

If you still wish to receive a product after a customer-attributable failed delivery, you may place a new order through our online store.

If delivery is not completed, the package may remain temporarily for a few days at the local courier branch, according to the courier’s applicable policy, before being returned to us.

F. Non-eligible refunds

Refunds cannot be issued in the following cases:

  • purchases made from third-party resellers or other stores;
  • requests submitted more than 30 days after delivery under the 30-Day Money-Back Guarantee, unless otherwise required by applicable law; or
  • products used beyond the conditions of the 30-Day Money-Back Guarantee.

Nothing in this section limits any mandatory statutory rights.

G. How to request a refund or replacement

Email us at info@veddiehealth.com with:

  • your full name;
  • your order number;
  • the reason for your request; and
  • a photograph of the product, where relevant.

We respond within 24–48 business hours.