Last Updated: May 2026
At Elder Pet Health, we want you to shop with confidence. Please read this policy carefully before making a purchase.
Our Return Window
We accept return requests within 14 days of the date you receive your order. After 14 days, we are unable to accept returns or issue refunds for change-of-mind purchases.
To be eligible for a return, your item must be:
- Unused and unopened
- In its original packaging with all tags attached
- Free from damage caused after delivery
We do not accept returns on items that have been used, opened, or damaged after delivery.
Damaged or Defective Items
If your item arrives damaged or defective, you must notify us within 5 days of receiving your order. Claims submitted after this window cannot be accepted.
To report a damaged or defective item, please contact us immediately with:
- Your order number
- A clear photo of the damage or defect
- A brief description of the issue
Once we verify the damage, we will arrange a replacement or refund at no cost to you.
How to Start a Return
- Contact us through our Contact page or by email within the return window
- Include your order number and reason for return
- Wait for our confirmation and return instructions before sending anything back
- Do not return items without prior authorisation — unauthorised returns cannot be processed
Please note that return shipping costs are the responsibility of the customer unless the item is damaged or defective.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Non-Returnable Items
The following cannot be returned or refunded:
- Items returned after the 14-day window
- Used, opened, or damaged items (damage caused after delivery)
- Items returned without prior authorisation
Important Note
Elder Pet Health sells products sourced through third-party suppliers. Return eligibility and timelines in this policy are set to align with our supplier agreements. This is why we ask you to contact us promptly — delays in reporting issues may affect our ability to process your claim.
Contact Us
If you have any questions about this policy or need to initiate a return, please visit our Contact page. We aim to respond to all enquiries within 24 hours.
A note on our products: All products listed on Elder Pet Health are selected with senior pet health and safety in mind. If a product does not meet your expectations, we would rather make it right than lose your trust.