- OVEDS offers a 7 working day money-back guarantee (less shipping costs) provided the goods are returned in a saleable condition and are unused, in the original undamaged box including all original packing and inclusions. If we have sent the wrong item or the order is incomplete, we will ask for photos to be emailed exactly the way the box/package was received. We will require a batch # as well so we can tick it against our stock. Clearance items or sale items cannot be returned. Pickups - your order has to be properly checked by yourself or the person picking up as we will not entertain queries regarding incorrect amounts/sizes once the order has left the premises. If you have received your order and something is incorrect or missing, you have 48 hours to bring it to our attention please (we will use the tracking # to verify the delivery date). We will not entertain queries after that time frame as it makes it questionable. Please note that if spouses, friends, family, neighbours, work colleagues or anyone but yourself is accepting the order (because you are travelling or for other personal reasons), they need to open it, check it against what you ordered and be aware of what is meant to be inside and raise the alarm immediately if it is accidentally incorrect so that we can rectify it as soon as possible. We will no longer entertain queries after the 48hour time frame.
- We reserve the right to refuse the return of items that are returned incomplete or damaged in any way. The purchaser is required to pay all shipping/insurance costs incurred in returning items to OVEDS except in instances where the goods arrived faulty or the incorrect product was shipped by OVEDS. If the item/s you received does not have the expiry date you want, and you did not email us asking for the item/s date/s prior to placing your order, you will be responsible for the postage costs to have it sent back to us. The item we sent you will def. not be expired nor will it be expiring for at least a good few months, so as far as we are concerned, the item is well within the use by date. Each shoppers circumstance is different and we do not know your pet/s dosages etc. Ask us for dates if this is a concern of your before you place the order please.
- To arrange for the return of any item please email us to obtain the return shipping address and procedure. No responsibility will be taken for uninsured goods returned and items lost in transit to us. Products must be returned within 7 working days to receive a refund. Please note: 7 working days are counted from the day the item is in the purchases possession (checked from the tracking data). So if you intend on using the product/s in a months time or longer please check your order, including all types of bagged food (please open and check the contents as well as if it’s the correct item), as soon as it arrives as we will not provide any refunds after the 7 days (in the case of foods, we have no assurance as to how they were stored at your premises). Please know that our supplier/s will ask for pictures of the item/s in question, including expiry dates and batch #s, do not throw the item/s away till a resolution has been reached. If you have made a purchase, check your billing statement against your order and the items received. We will not correct or refund orders that are longer than 7 days in possession of the purchaser. It makes it questionable. Please note: The Hill's Prescription and Royal Canin palatibility guarantee will not be honored if you purchase from us, an online store, rather than your pet’s veterinarian. You are purchasing it from this store based on price/convenience. Our suppliers do not take back the open bags of food. No refunds will be issued by us, our suppliers, Hill's or Royal Canin in this instance.