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Returns and Exchanges

Our customer service team double check orders before they are sent out, it’s important to us that you receive the correct order. If by chance you receive an incorrect item, or there is an issue concerning the quality of the product, please notify us within 14 days and we will offer a refund or exchange free of charge.

When you receive your goods, please ensure the product and quantity are correct. If there is any damage or problems with your goods, customers must retain the transaction receipt and complete packing bags and in sellable condition.

Please inform us within 2 days (you can WhatsApp us or phone us directly). Replacement will be decided based on the circumstances.

We do not permit the refund or replacement of damaged products due to mishandling. The Company has the right to refuse any refund or replacement request for all unreasonable demands.

If you made a mistake with your order, you can return or exchange such item within 14 days of delivery, however you will bear the cost of returning the goods to us as well as the re-delivery fee.

To qualify for a full refund, returned items must arrive at our vet clinic, Kowloon Veterinary Hospital in their original packaging, in an unopened and resalable state. Please also include your original invoice and a copy of any email correspondence.  Items returned damaged, with the security seal broken, incomplete or not in a resalable condition will not be accepted.

Sale items cannot be returned or exchanged except as noted by Hong Kong law.

For questions or concerns please email us at enquiries@prescriptionfood.com.hk or call us any day from 10am – 7pm on 2382 3300. Once we have received your parcel for refund or exchange, we will inform you via email to confirm if our policy terms and conditions have been met.

Each manufacturer provides their own warranty period.  If your product is faulty within the said warranty period, please contact them regarding a replacement or a repair.

We recommend you use a reputable courier service such as SF Express and HK Post when returning goods as we are not liable for items lost or damaged during their return to us.

We aim to process returns as swiftly as possible, and should be processed within 14 days after we receive their return deliver.  The only delay may be if additional information is required from the original manufacturer.

Please ensure you contact us before returning items as any unauthorised returns will not be accepted and will be rejected upon arrival.

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