Refund policy
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@vetpointlb.com. Please note that returns will need to be sent to the following address:
Badaro Main Street, Beirut, Lebanon.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@vetpointlb.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Wakilni Courier Policy
For deliveries handled by Wakilni, please note the following important service terms:
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Delivery Attempts
Wakilni will attempt to deliver your order up to two times. If the delivery cannot be completed and no confirmation is received, the order may be returned to us. If no response is received within 3 business days, Wakilni reserves the right to return the package automatically. -
Returns & Exchanges
If your order is being returned or exchanged through Wakilni, please follow up with us as soon as possible. Returns that remain unclaimed for more than 5 working days at Wakilni’s facilities may no longer be eligible for processing or reimbursement. -
Reporting Damaged Items
Any damaged orders must be reported within 24 hours of receipt. Please contact us immediately and document the issue with clear photos. Proof of damage should be sent via our WhatsApp widget. Reports submitted after this window may not be accepted. -
Fragile & Special Items
Orders containing fragile items (such as jars, liquids, or glassware) are packed with extra care. However, we ask that you open and handle them carefully. Wakilni does not assume responsibility for damage caused by poor packaging or mishandling after delivery. -
Try-On & Exchange Orders (If Applicable)
If your order was placed with a "Try On" or "Exchange" option, please have your decision ready at the time of delivery. These options must be arranged with us in advance.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like:
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Perishable goods (such as food, flowers, or plants)
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Custom products (such as special orders or personalized items)
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Personal care goods (such as beauty products)
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Service Cancellations & Missed Appointments
You may cancel or reschedule your appointment free of charge up to 24 hours in advance.
To cancel, please contact us at support@vetpointlb.com or drfidaa@vetpointlb.com, or use the link in your confirmation to reschedule online.
Cancellations made less than 24 hours before the appointment may not be eligible for a refund.
If you miss your appointment without prior notice, the service will be considered rendered and non-refundable.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refunds will be made to the original mode of payment and processed within 10 to 45 days, depending on the issuing bank.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@vetpointlb.com.