Refund policy
At VEDDIE, our mission is to help every dog enjoy More Years Together.
We believe in the quality, safety and effectiveness of our products. If something does not go as it should, we are here to support you.
A. 30-Day Money-Back Guarantee
If you are not satisfied with your experience of using a VEDDIE product within the first 30 days of delivery, you may request a refund of the product price.
The guarantee applies to the first purchase of any VEDDIE product and is limited to one unit per household.
Information for processing the request:
To process your request, we ask for:
- your order number;
- a photograph of the product you received, for our records.
We will also ask you, optionally, for a short description of your dog's experience, which will help us assess feedback and improve our products. This description is not a condition for the approval of your request.
You do not need to return the product to use 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.
So that we can promptly investigate visible damage on delivery, opened packaging or an incorrect product, please contact us within 7 days of delivery. This time limit does not limit any mandatory legal rights you may have for defective or non-conforming products.
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 accepted, you are entitled to choose a free replacement of the product, unless your choice is impossible or would impose disproportionate costs on VEDDIE — in our case, we will as a rule proceed to send a replacement product at no additional charge, as soon as possible. If the replacement is not carried out within a reasonable time or without significant inconvenience to you, or if the lack of conformity is sufficiently serious, you are entitled to a proportionate price reduction or to withdraw from the contract with a full refund.
You usually do not need to return the damaged, defective or incorrect product. If a return is required for quality control or safety reasons, we will give you the relevant instructions and cover the cost of return.
C. Change of mind and legal right of withdrawal
If you change your mind, you may withdraw from the purchase without giving any reason. The time limit is 14 calendar days from receipt of the product. If the order includes several products delivered separately, the time limit runs from receipt of the last one. If the last day of the time limit falls on a Saturday, Sunday or public holiday, the time limit is extended to the next business day. You may also withdraw before you receive the product.
Exercising your legal right is not subject to VEDDIE's approval. To meet the time limit, it is sufficient to submit your statement before it expires.
How you can withdraw
You can submit your withdrawal statement in one of the following three ways:
1. Via the “Withdraw from your purchase” link
At the bottom (footer) of every page of the online store you will find the link “Withdraw from your purchase”. By clicking it, you log in with your order email and the one-time code you will receive by email. You do not need to have previously created an account or password.
2. Via the customer account
Click the account icon at the top of the site. Log in in the same way: order email and one-time code.
In both of these ways, you follow these steps:
- In the “Orders” section, you open the relevant order.
- You choose the action depending on the stage of the order:
- If the order has not yet been handed over to the courier company, you select “Cancel items”. For subscription orders, this option is in the three-dot menu (…).
- If the order has already been handed over to the courier company, you select “Return items”.
- You select the products and quantities, check your choices and click “Submit request”.
Immediately after submission, you will receive an automatic email confirming receipt of your withdrawal statement. The email states the relevant order and the products you selected.
3. By email
You can send us a clear statement of your decision to info@veddiehealth.com. You may use the model withdrawal form that you will find here, but it is not mandatory. Please state your full name and order number and confirm that they are correct. Whichever way you choose, we will inform you by email of the next steps. If a return of the product is required, we will send you the return instructions and address.
Return of the product
After the withdrawal statement, you must send the product back without undue delay and at the latest within 14 calendar days from the date of the statement, in accordance with the return instructions we will send you. If you cancelled the items before they were handed over to the courier company, you do not need to return anything.
The product should be returned unused, sealed and in a condition suitable for return to the warehouse. Any restriction for an opened or unsealed product applies only to the extent permitted by mandatory legislation.
The right of withdrawal does not apply to products delivered sealed which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (Article 3ib(e) of Law 2251/1994). This exception applies only if you have been informed about it before completing your order.
The direct cost of returning the product shall be borne by you.
Refund
We will refund all amounts we received from you for the order, without undue delay and at the latest within 14 calendar days from the date on which we were informed of your decision to withdraw. These amounts include the cost of the standard (cheapest standard) shipping you had paid. Any additional cost resulting from choosing a faster or more expensive shipping method is excluded. We may withhold the refund until we have received the returned product or proof that it has been sent, whichever occurs first.
D. Order cancellation
You may request the cancellation of your order as soon as possible after placing it, provided that it has not yet been handed over to the courier company.
To request cancellation, send an email as soon as possible to info@veddiehealth.com, stating the order number and the reason for cancellation.
- If the order has not yet been shipped, a full refund will be made within the following business hours.
- If the order has already been shipped, its 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 do not receive the shipment.
E. Failed, unperformed or lost delivery
If delivery is not completed because the order was not collected or accepted in time, or because the delivery details you provided were incorrect, and the parcel is returned to us, we will refund the product price after receiving and processing the return. The original shipping cost is not refunded.
If a shipment is lost or delivery fails due to an error attributable to VEDDIE or to its fulfilment or delivery partners, we will offer you either a replacement at no additional charge or a full refund of the product price and of the standard delivery charge applied.
If you still wish to have the product after a failed delivery attributable to the customer, you may place a new order through our online store.
If delivery is not completed, the parcel may remain temporarily for a few days at the local branch of the courier company, in accordance with its applicable policy, before being returned to us.
F. Cases not eligible for a refund
A refund cannot be made 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 terms of the 30-Day Money-Back Guarantee.
Nothing in this section limits any mandatory legal rights you may have.
G. How to request a refund or replacement
In the event of withdrawal, you may send to the e-mail info@veddiehealth.com the model statement withdrawal form that you will find here. Together with the withdrawal statement request, attach one photo of the product, where relevant. So that we can complete the refund process, please return the products sealed in their original packaging.
In any other case, send us an e-mail 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.
Last updated: 8 October 2026