Last Updated: April 20, 2026

At MyGoToVet, we strive to ensure that our customers and their beloved pets are completely satisfied with the products and services we provide. If you are not entirely satisfied with your purchase, we are here to help. Please read our comprehensive refund and return policy below.

1. Returns of Physical Products (Vet Store)

You have 7 calendar days to return an item from the date you received it. To be eligible for a return, your item must be:

• Unused, unopened, and in the exact same condition that you received it.
• In its original packaging with all seals intact.
• Accompanied by the receipt or proof of purchase.

Please note: Perishable goods (such as opened pet food or treats), sanitary goods, and certain health/medication products cannot be returned for health and safety reasons.

2. Refunds for Products

Once we receive your returned item, our team will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment (or bank transfer). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

3. Refunds for Veterinary Consultations & Services

Because veterinary consultations involve the immediate booking of a professional's time, our refund policy for services is as follows:

• Cancellations: If you cancel your consultation at least 24 hours in advance, you are entitled to a full refund or free rescheduling.
• Missed Appointments: If you miss a scheduled online or in-person consultation without prior notice, refunds will not be issued.
• Unsatisfactory Service: If you are dissatisfied with a consultation, please contact our support team within 48 hours. We will review the case with the professional involved to determine if a refund or follow-up consultation is warranted.

4. Shipping Costs for Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to an error on our part (e.g., you received an incorrect or defective item).

5. Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us immediately (within 48 hours of delivery) with photographic evidence. We will arrange for a replacement to be sent to you at no additional cost, or provide a full refund.

6. Contact Us

If you have any questions on how to return your item to us, or if you need to discuss a refund for a service, please contact our support team:

• Email: support@mygotovet.com
• Phone: [Insert Phone Number]