Refund and Return Policy — pet.spot

Last updated: 29 July 2026

1. Who this applies to

This policy applies to online orders placed on https://shopify.drpaws.ai operated by pet.spot in Egypt.

2. General return right (14 days)

For eligible goods, you may request a return within 14 calendar days from the date you receive the order, provided the goods are unused, in their original condition and packaging where reasonably possible, and you provide proof of purchase / order number.

3. Defective, non-conforming, damaged, or wrongly supplied goods (30 days)

If goods are defective, non-conforming, damaged in transit, or incorrectly supplied, you may notify us within 30 calendar days from receipt. Subject to applicable Egyptian consumer-protection rules, you may request replacement or return with a refund. Repair may be offered only where appropriate and accepted by the customer. pet.spot will not charge the customer additional shipping costs for exercising these rights. These rights are not removed by the non-returnable categories below.

4. Non-returnable categories (where legally applicable)

Except where the item is defective, damaged in transit, non-conforming, or wrongly supplied, returns are not accepted for: • opened medicines • opened food • opened supplements • opened hygiene products • rapidly perishable or temperature-sensitive goods

5. Reporting transit damage (request, not a waiver)

To help us process claims faster, please report transit damage with clear photos and your order number within 48 hours of delivery where practical. This request does not limit your statutory rights, including the 30-day right for defective, non-conforming, damaged, or wrongly supplied goods.

6. Return and replacement shipping costs

pet.spot bears the reasonable return or replacement shipping costs when a return is accepted under the statutory 14-day return right or when the item is defective, damaged in transit, non-conforming, or wrongly supplied. The customer will not be charged additional expenses for exercising mandatory consumer rights. This does not apply where a statutory return exception legally applies.

7. Cancellation

You may cancel an order before courier handover. After handover to the courier, cancellation may no longer be available and return rules above apply.

8. Refunds

Approved refunds are issued to the original payment method through the relevant payment provider. Estimated processing time is 5–14 business days after approval, subject to payment-provider and bank processing times. Cash on delivery (COD) is not available at this time.

9. Prescription / regulated veterinary products

Prescription or regulated veterinary products may require appropriate veterinary review before fulfillment. This requirement does not limit mandatory rights for defective, damaged, non-conforming, or wrongly supplied goods. The online store does not provide veterinary diagnosis or medical advice.

10. Contact

Email: vetelsahel@gmail.com Clinic / emergency: 01280833332 Call center: 01201568888 WhatsApp: 01000059085 Address: Main Road, beside Amwaj Gate 1 and Simonds, Sidi Abdel Rahman, North Coast, Egypt