Refund policy

PetMeds Direct – Return & Refund Policy

Effective: September 30, 2025
Ontario College of Pharmacists Accreditation #: 311012
Address: Unit 120-1, 115 Christopher Dr, Cambridge, Ontario, N1S 4N1

1. General Policy Statement

PetMeds Direct is a licensed Ontario pharmacy (Accreditation #: 311012) operating under the oversight of the Ontario College of Pharmacists (OCP). In accordance with OCP standards, Health Canada regulations, and Canadian consumer protection law, our return and refund policy distinguishes between prescription medications, refrigerated products, and over-the-counter (OTC) items.

Our priority is patient safety, compliance with pharmacy law, and providing fair, transparent policies to our customers.

2. Prescription Medications

  • Prescription medications are final sale.
  • By law, once a prescription medication has been dispensed and leaves the pharmacy, it cannot be returned, refunded, or resold, even if unopened or unused.
  • This rule ensures medication integrity, prevents diversion, and complies with OCP and Health Canada standards.

⚠️ No exceptions apply, including:

  1. Wrong size or strength if dispensed correctly based on the prescription.
  2. Change of mind or pet refusal to take medication.
  3. Medications not used before expiry.

If you believe a prescription was dispensed in error by our pharmacy, contact us immediately. We will investigate, and if confirmed, a replacement or refund will be issued at no additional cost.

3. Refrigerated & Temperature-Sensitive Products

  • Products requiring refrigeration or special temperature control (including both OTC and prescription items) cannot be returned or refunded, due to safety concerns and storage integrity.
  • Shipments are packed with ice packs and insulated packaging to maintain stability, but PetMeds Direct is not responsible for delays caused by Canada Post or courier services.

4. Over-the-Counter (OTC) Products

We may accept returns on OTC products that meet all of the following conditions:

  • The product is unopened, unused, and sealed in original packaging.
  • The return request is made within 30 days of the purchase date.
  • You contact our customer service team within 7 days of receiving your order to obtain return authorization.

If approved:

  • Customers are responsible for return shipping costs.
  • A restocking fee of up to 20% may apply.
  • Refunds are processed to the original method of payment once the item has been inspected and deemed eligible.

5. Refund Process & Timelines

  • Approved refunds are issued within 5–10 business days after we receive and inspect the returned product.
  • Refunds will be applied only to the original method of payment (no cash or credit substitutions).
  • Shipping charges (original or return) are non-refundable.

6. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Prescription medications (per OCP law).
  • Refrigerated or temperature-sensitive items.
  • Opened, used, or unsealed products.
  • Items past 30 days from the purchase date.

7. Errors, Damages, or Defective Products

  • If you receive a product that is damaged, defective, or incorrect due to our error, contact us within 7 days of delivery.
  • We will provide a prepaid return label or replacement at no additional cost to you.
  • Claims outside this timeframe may not be eligible.

8. Customer Acknowledgement

By purchasing from PetMeds Direct, you agree to this Return & Refund Policy.

  • It is your responsibility to ensure that prescriptions are valid and correct at the time of order.
  • PetMeds Direct is not responsible for delays in obtaining prescriptions from veterinarians.
  • This policy is binding and complies with Ontario law, OCP standards, and Canadian consumer protection requirements.

9. Contact Information

PetMeds Direct
Ontario College of Pharmacists Accreditation #: 311012
Unit 120-1, 115 Christopher Dr, Cambridge, Ontario, N1S 4N1
📞 Phone: 647-447-5635
📧 Email: info@petmedsdirect.ca