Return & Refunds

We at XC VET strive to ensure your satisfaction with our products. If, for any reason, you are not completely satisfied with your purchase, our return policy is designed to assist you. Please read the following guidelines carefully:

Return Requests:

• Return requests can be accepted within 7 days after the product has been delivered.
• No return/exchange requests will be entertained after 7 days from the date of delivery.
• Customized products, tailored to individual customer needs, are non-returnable.
  Ship the product, in a disposable container, prepaid and insured to Watteau 31, Nonoalco, Benito Juárez, 03700 Ciudad de México,CDMX.

We're sorry that we are unable to cover the return shipping costs. Shipping back expense will not be refunded unless an error occurred on our part in the shipment of your order.

Conditions for Returns: 

To facilitate a return, the following conditions must be met:

• The item must be unused and in its original condition.
• Include the original packaging with the return.
• Provide your receipt or purchase record.
• Returns related to quality issues will be accepted.
• For non-quality-related returns, customers are responsible for return shipping costs.

How to Initiate a Return:

• Step 1: Contact our Customer Service team with the following information:
  • Order number  
  • Proof of purchase 
  • Video or photo of the faulty product
• Step 2: Insert the receipt and items back into the original packaging.
• Step 3: Complete all three copies of the Returns Pro-Forma Invoice Form. Place them in the transparent envelope and attach it to the package without closing it.
• Step 4: Hand over the package to the courier. Once the courier checks the return shipment, securely close the package.
• Step 5: We will notify you upon receiving and inspecting your return. If approved, the refund will be processed within 10 business days to your original payment method. The actual shipping cost will be processed and communicated in the refund notification.

Refund Policy:

• Refunds are applicable for products not received from a shipping courier.
• Issues with shipment should be addressed directly with the courier; we do not offer refunds for delivery issues.
• Refund requests will not be eligible in specific situations, including incorrect contact information, refusal to sign for the parcel, refusal to pay import tax or fees, and refusal of import clearance.

Order Cancellations:

• Non-Group Buy orders can be canceled if the order status is unfulfilled.
• Custom products cannot be refunded or canceled after the final design draft has been confirmed.
• A refund for order cancellations has a processing period of 1-3 business days.

Non-Refundable Items:

• Gift cards.
• Partial refunds may be considered on a case-by-case basis.
• Items received with obvious signs of use.
• Items not in their original condition, damaged, or missing parts.
• Returns after the 7-day return period.

Late or missing refunds:

• If you haven't received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at marketing@xcvet.com.

*Please note that these policies are subject to change, and we encourage you to review them periodically. If you have any questions or concerns, contact us at marketing@xcvet.com. Thank you for choosing XC VET!