Return and Refund Policy
Effective Date: July 1, 2026
At Light Animal Clinic, we are committed to providing quality veterinary care, medications, pet products, and professional services. This Return and Refund Policy explains the conditions under which returns, exchanges, and refunds may be accepted.
By purchasing products or services from Light Animal Clinic, you agree to this policy.
1. Veterinary Services
Veterinary services, including consultations, examinations, vaccinations, laboratory tests, surgeries, grooming, and other professional services, are generally non-refundable once they have been performed.
If you have concerns regarding the care or service provided, please contact us promptly. We will review your concerns and work with you to reach a fair resolution whenever possible.
2. Medications and Prescription Products
For the safety and well-being of all pets, medications, prescription drugs, vaccines, and other pharmaceutical products cannot be returned or refunded once they have left the clinic, except when:
- The incorrect medication was dispensed by Light Animal Clinic.
- The product is defective or damaged upon receipt.
- A dispensing error occurred due to our mistake.
If an eligible issue occurs, please notify us within 7 days of purchase and provide proof of purchase.
3. Pet Food and Retail Products
Unused pet food, treats, toys, accessories, and other retail products may be eligible for return or exchange if:
- The item is returned within 7 days of purchase.
- The product is unopened, unused, and in its original packaging.
- The product is in resalable condition.
- You present the original receipt or proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
4. Defective or Damaged Products
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible.
Upon verification, we may, at our discretion:
- Replace the product;
- Exchange it for an equivalent item; or
- Issue a refund if a replacement is unavailable.
The product may need to be returned for inspection before a refund or replacement is approved.
5. Appointment Cancellations
If you need to cancel or reschedule an appointment, we kindly request that you notify us as early as possible.
Certain appointments, such as surgeries or procedures requiring deposits, may be subject to separate cancellation terms communicated at the time of booking.
6. Refund Processing
Approved refunds will be issued using the original payment method whenever possible.
Depending on your payment provider or financial institution, refunds may take 5 to 15 business days to appear in your account.
Cash payments may be refunded in cash or by another method determined by the clinic.
7. Non-Refundable Items
The following are generally not eligible for return or refund:
- Completed veterinary services
- Opened medications
- Prescription medicines
- Vaccines
- Biological products
- Customized or specially ordered products
- Gift cards or gift certificates (if offered)
- Products damaged due to misuse, neglect, or improper storage after purchase
8. Proof of Purchase
To process any return, exchange, or refund request, you may be asked to provide:
- Original receipt;
- Invoice;
- Order confirmation; or
- Other acceptable proof of purchase.
9. Consumer Rights
Nothing in this policy limits or excludes any rights or remedies available to consumers under applicable laws of the Republic of the Philippines.
10. Contact Us
If you have questions regarding this Return and Refund Policy or wish to request a return or refund, please contact us:
Light Animal Clinic
Email: [email protected]
Phone: +63963 259 0006
Address: Gate 3, Doña Margarita, Malabanban Norte, Candelaria, Quezon
Business Hours: Monday – Sunday @ 8:00AM – 5:00PM
We appreciate your trust in Light Animal Clinic and are committed to providing quality veterinary care and excellent customer service.