VETLANE Refunds Policy

Returns, Exchanges & Refunds Policy

We hope that you are pleased with the products you received from us, but if you do need to return anything we offer the following options to you:

 

If your product is unwanted or you’ve changed your mind

We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 7 days. In this case you can either:

Return to Customer Services. To return your item to customer services, please print off our free returns label form by sending a request email to info@vetlane.com and take your parcel to the local VETLANE Store nearest to you. Once we receive it we will refund the goods in full.

OR

Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you MUST take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without it. Any return to store must be done within 7 days, and the product must be returned unused and unopened.

Please note: If the product is returned, either to store or to Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We will not refund gift wrap charges if your product is unwanted or you have changed your mind. To arrange a return of your unwanted items please contact Customer Service for a free post returns label.

How Refunds are Paid

When returning goods to customer services or in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.

 

 

If your product is faulty or damaged

We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either:

Return to Customer Services. To return your item to customer services, please print off your free returns label by sending a request email to info@vetlane.com and take your parcel to your local VETLANE Store. Once we receive it we will refund the goods in full.

OR

Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

How Refunds are Paid

When returning goods to customer services or in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.

If you have been sent the wrong product

We will always do our best to ensure that you receive the product you have ordered. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either:

Call our Customer Services Team on +234-908-0983902 to arrange a return, refund or replacement, or email them at  info@vetlane.com  . Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.

We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent.

OR

Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

Please note: If the product is returned, either to store or to Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.

How Refunds are Paid

When returning goods to customer services or in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.

Return Delivery Charges

Call our Customer Services Team on +234-908-0983902 to arrange a return, refund or replacement, or email them at  info@vetlane.com

If you are unable to print off a returns label please contact Customer Services so one can be posted out to you. In the event that you cannot visit a local store, you will need to return your item via post to:

Vetlane Animal Healthcare Centre
House C17, Cooperative Garden Estate (El-Salem Estate)
Lugbe, Abuja FCT. Nigeria

Please ensure you obtain a proof of postage receipt in the event that your item is lost/damaged.

*Proof of Purchase

All online customers will receive a proof of purchase email when their order has been dispatched. Please use this if you wish to return an item to one of our stores. VETLANE Stores are unable to process returns without this.

Engraving Returns Policy

Items that have been engraved or personalised in any way cannot be returned for an exchange or refund, unless the item is faulty.

If you have any questions please contact Customer Services on +234-908-0983902 or email info@vetlane.com

To return a faulty item to Customer Services – please Call our Customer Services Team on +234-908-0983902 to arrange a return, or email them at  info@vetlane.com

Once the faulty item is received we can then refund the goods or issue a replacement with the original engraved message.

To return a faulty item to store for a refund or exchange please take your order confirmation email with you as proof of purchase. If you would like an exchange, then we can only offer a non engraved replacement and will reimburse the fee paid for personalisation.

This does not affect your statutory rights.