Refund Policy
Your satisfaction is our priority. Learn about our hassle-free return and refund process.
Last updated: January 2026
Return & Refund Overview
VetFlex is committed to your satisfaction. If you're not completely happy with your purchase, we offer a straightforward return and refund policy for eligible products.
Please review the guidelines below to understand our return process, eligibility requirements, and refund timelines.
Return Eligibility
Standard products may be returned within thirty (30) days of delivery, provided they meet the following conditions:
- Product is in original, unused condition
- Original packaging and all components included
- All documentation and manuals returned
- Return requested within 30 days of delivery
- Return Merchandise Authorization (RMA) obtained
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom or special-order products
- Opened consumable products (filters, tubing, etc.)
- Products that have been installed or used
- Products returned without prior authorization (RMA)
- Products with visible signs of misuse or damage
- Clearance or final sale items
How to Request a Return
Follow these steps to initiate a return:
Contact Us
Email returns@vetflex.com or call (619) 359-2970 with your order number and reason for return.
Receive RMA Number
We'll issue a Return Merchandise Authorization (RMA) number within 1-2 business days.
Prepare Package
Pack items securely in original packaging with all components and documentation.
Ship Return
Ship to our returns center using the provided shipping label or carrier of your choice.
Receive Refund
Once inspected, refunds are processed within 10-14 business days to your original payment method.
Refund Timeline
We process refunds as quickly as possible. Here's what to expect:
| Stage | Timeframe |
|---|---|
| Return received | Confirmation email sent same day |
| Inspection completed | 1-3 business days |
| Refund processed | 2-3 business days after inspection |
| Funds received | 3-10 business days (depends on bank) |
Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to a VetFlex error or defective product.
| Scenario | Shipping Cost |
|---|---|
| Customer changed mind | Customer pays return shipping |
| Wrong item sent | VetFlex provides prepaid label |
| Defective product | VetFlex provides prepaid label |
| Damaged in transit | VetFlex files carrier claim |
Note: Original shipping charges are non-refundable unless the return is due to a VetFlex error.
Exchanges
If you'd like to exchange a product for a different size, model, or variant, please follow the standard return process and place a new order for the desired item.
For ICU system exchanges or upgrades, please contact our sales team directly to discuss your options.
Warranty Returns
Products covered under VetFlex warranty may be eligible for repair, replacement, or refund at our discretion. Warranty claims are handled separately from standard returns.
Warranty Coverage:
- ICU oxygen cage systems: 2-year limited warranty
- Oxygen concentrators: 1-year manufacturer warranty
- Accessories and parts: 90-day warranty
- Natrle™ gloves: Manufacturing defect warranty
Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately. Do not discard the packaging as it may be needed for carrier claims.
What to Do:
- 1.Report damage within 48 hours of delivery
- 2.Photograph all damage to packaging and product
- 3.Retain all packaging materials
- 4.We will arrange pickup or replacement
- 5.Full refund or replacement at no additional cost
Questions About Returns?
Our customer service team is here to help with any return or refund questions.
