Legal

Refund Policy

Last updated: March 2025

1. Veterinary Consultation Cancellations

We understand that plans can change. Our cancellation policy for vet consultations is as follows:

Cancellation TimeRefund
More than 24 hours before appointment100% refund
Between 4–24 hours before appointment50% refund
Less than 4 hours before appointmentNo refund
No-show (appointment missed)No refund

2. Refunds for Vet Cancellations

If a veterinarian cancels your appointment, you will receive a 100% refund within 5–7 business days to your original payment method, or a credit to your PinakaVets wallet if you prefer faster availability.

3. Product Returns & Refunds

We accept returns on eligible pet products within 7 days of delivery, provided:

  • The item is unused and in its original packaging.
  • The item is not a perishable, consumable, or hygiene product (e.g., food, treats, opened medications).
  • Proof of purchase (order ID) is provided.

To initiate a return, contact teamsupport@pinakavets.com with your order details and reason for return.

4. Non-Refundable Items

The following are not eligible for refunds:

  • Opened or partially used products.
  • Prescription medications and veterinary consumables.
  • Digital services or AI consultation credits once consumed.
  • Completed veterinary consultations where the service was rendered.

5. Damaged or Defective Products

If you receive a damaged or defective product, please notify us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no additional cost.

6. Refund Processing Time

Approved refunds are typically processed within 5–7 business days. Timing may vary based on your bank or payment provider. PinakaVets wallet credits are instant.

7. Contact for Refund Queries