นโยบายการคืนเงิน

Dr.P Pet Clinic

Refund & Returns Policy

Effective Date: April 17, 2026 | Version 1.0

1. Scope of This Policy

This Refund & Returns Policy applies to all purchases made through Dr.P Pet Clinic's all online channels, including pet food, supplements, medications, and other pet healthcare products. It also applies to our Online Veterinary Consultation Service, through which licensed veterinarians assess your pet's condition, provide a diagnosis, and may prescribe and dispense medications directly through the platform.

By completing a purchase or booking a consultation on our platform, you agree to the terms set out in this policy. Dr.P Pet Clinic reserves the right to amend this policy at any time. Updates will be posted on our website with a revised effective date.

2. Refund Summary Table

The table below provides a quick overview of our refund conditions. Full details are described in the sections that follow.

Reason	Refund Amount	Condition
Defective / Malfunctioned	100% Full Refund	With photo evidence
Expired Product	100% Full Refund	With photo evidence
Wrong Item Sent	100% Full Refund	With photo evidence
Change of Mind / No Reason	80% Refund (20% fee)	Unopened & sealed only
Prescription Item (Opened)	Non-Refundable	See Section 6

3. Full Refund Cases (100%)

Dr.P Pet Clinic will issue a full refund of the original purchase amount in the following circumstances:

3.1 Defective or Malfunctioned Product

A full refund will be issued if the product you receive is physically damaged, defective, non-functional, or does not match the specifications listed on our platform. This includes broken packaging that renders the product unusable or unsafe.

3.2 Expired Product

If a product delivered to you has an expiry date that has already passed at the time of delivery, you are entitled to a full refund. We take product freshness and safety very seriously, and such cases will be investigated to prevent recurrence.

3.3 Wrong Item Delivered

If you receive an item that is different from what you ordered (wrong product, wrong variant, wrong quantity), you are entitled to a full refund or a replacement, at your preference.

📋 Required for all full refund claims:

• Clear photographs of the product, packaging, and any visible defects or expiry dates

• Your order number and contact details

• All claims must be submitted within 7 days of receiving your order

4. Partial Refund – Change of Mind or No Reason (80%)

If you wish to return a product for reasons unrelated to a product defect or error on our part (e.g., you changed your mind, ordered the wrong item, or no longer need it), we will process a refund of 80% of the original purchase price. A 20% fee will be retained to cover payment processing and handling costs.

The following conditions must all be met for a change-of-mind return to be accepted:

• The product must be completely unopened and in its original, sealed packaging.

• The return request must be submitted within 7 days of the delivery date.

• The product must not be a prescription medication, vaccine, or any item that falls under Section 6 (Non-Refundable Items).

• Return shipping costs are the responsibility of the customer.

⚠️ Important: Once a product has been opened, unsealed, or tampered with in any way, it is no longer eligible for a change-of-mind return, regardless of the circumstances.

5. Online Veterinary Consultation Policy

Dr.P Pet Clinic provides an online veterinary consultation service. Our veterinarians assess symptoms, provide advice, and where appropriate, prescribe and dispense medications. Please read the following carefully before booking a consultation.

5.1 Completed Consultations

Once an online consultation has been completed (i.e., the veterinarian has provided their assessment and recommendations), the consultation fee is non-refundable. This is because professional time and expertise have already been rendered.

5.2 Missed or Cancelled Consultations

If you need to cancel a consultation, the following applies:

• Cancellation more than 24 hours before the scheduled time: Full refund of the consultation fee.

• Cancellation within 24 hours of the scheduled time: 50% refund of the consultation fee.

• Not showing up: No refund will be issued.

5.3 Technical Failures

If a consultation cannot be completed due to a technical failure on our side (and not due to the client's internet connection or device), a full refund or complimentary rescheduled consultation will be offered.

5.4 Prescribed Medications

Medications prescribed and dispensed following an online consultation are subject to the prescription medication policy in Section 6. Refunds on prescription medications are only available in cases of dispensing error, product defect, or expiry. Please refer to Section 3 for applicable full-refund conditions.

6. Non-Refundable Items

The following items and services are not eligible for return or refund under any circumstances, except where Dr.P Pet Clinic is found to be at fault (as described in Section 3):

• Prescription medications (once dispensed)

• Vaccines and biological products

• Medicated food or therapeutic diets that have been opened

• Products that have been used, opened, or unsealed

• Perishable goods or products with a short remaining shelf life at time of sale

• Completed veterinary consultation fees

• Digital products, e-books, or downloadable content

• Any product explicitly marked as 'Final Sale', 'Discount Item' or 'Non-Returnable' at the time of purchase

🔬 Why prescription items are non-refundable:

Prescription medications are dispensed based on a licensed veterinarian's assessment specific to your pet. Once dispensed, they cannot be restocked or resold due to regulatory, safety, and integrity requirements. Exceptions apply only in cases of dispensing error, expiry, or product defect — see Section 3.

7. How to Submit a Return or Refund Request

All return and refund requests must be submitted through Dr.P Pet Clinic's official channels. We are unable to process requests made through third-party platforms, phone calls, or informal communication.

To submit a request, please follow these steps:

• Step 1: Log in to your Dr.P Pet Clinic account and navigate to 'My Orders'.

• Step 2: Select the relevant order and click 'Request Return / Refund'.

• Step 3: Give us your reason for return and upload any required evidence (photos, video).

For defective or expired items, please do not dispose of the product until our team has completed the review.

8. Refund Processing Timeline

Once your refund request has been approved, please allow the following timeframes for your refund to be processed:

Refund Method

Processing Time

Original payment method (card/bank)

5–10 business days

Depending on our payment provider: Omise

Bank transfer (manual)

3–7 business days

9. Return Shipping

If a return is required due to a product defect, expiry, or fulfillment error by Dr.P Pet Clinic, we will cover all return shipping costs and provide a prepaid shipping label/waybill/sticker.

If a return is requested for change-of-mind or any reason not attributable to Dr.P Pet Clinic, the customer is responsible for all return shipping costs. Products must be securely packaged to avoid damage in transit. Dr.P Pet Clinic is not responsible for items lost or damaged during return shipping, regardless if the customer arranges their own courier or use Dr.P Pet Clinic's prepaid shipping label/waybill/sticker.

10. Final Decision & Dispute Resolution

Dr.P Pet Clinic reserves the right to make the final determination on all refund and return requests. Our team will review all submitted evidence fairly and transparently.

If you disagree with our decision, you may escalate your case by contacting our Customer Support team directly. We will conduct a secondary review and aim to resolve all disputes within 7 business days.

We are committed to fair and transparent resolution of all customer concerns. Our goal is to ensure the health and happiness of your pet, and we stand behind the quality of our products and services.