Return & Refund Policy
Effective Date: January 15, 2025
This Return & Refund Policy outlines the conditions under which Siled Vet accepts returns and processes refunds for veterinary products, livestock medicines, and farm equipment.
Important Notice About Veterinary Products
Due to the nature of veterinary medicines and livestock health products, returns are subject to strict conditions to ensure product safety, efficacy, and regulatory compliance. Please read this policy carefully before placing your order.
1. Eligible Return Conditions
We accept returns only under the following conditions:
Defective or Damaged Products
Products that arrive damaged, defective, or with broken seals due to shipping or manufacturing defects. You must report damage within 24 hours of delivery with photographic evidence.
Wrong Product Delivered
If you receive a product different from what you ordered, you may return it within 7 days of delivery. The product must be unopened and in its original packaging.
Expired Products
If you receive a product that is expired or has less than 6 months remaining before expiry (unless otherwise specified at time of purchase), you may return it within 7 days of delivery.
Cold-Chain Integrity Breach
For vaccines and biologicals, if the temperature logger indicates that cold-chain integrity was compromised during transit, you may return the product within 24 hours of delivery.
2. Return Window & Timeframes
Return requests must be initiated within the following timeframes:
| Product Category | Return Window | Conditions |
|---|---|---|
| Damaged/Defective Products | 24 hours | Must report immediately with photos |
| Wrong Product Delivered | 7 days | Unopened, original packaging |
| Expired Products | 7 days | Unopened, with expiry date visible |
| Cold-Chain Products | 24 hours | Temperature logger evidence required |
| Farm Equipment (Non-electrical) | 14 days | Unused, original packaging |
| Electrical Equipment | 7 days | Unopened, with warranty seal intact |
3. Non-Returnable Items
For safety, regulatory, and quality reasons, the following items cannot be returned:
- Opened or Used Products: Any veterinary medicine, vaccine, or supplement that has been opened, used, or had its seal broken
- Vaccines & Biologicals: Once delivered and accepted (with intact cold-chain), vaccines cannot be returned unless cold-chain breach is proven within 24 hours
- Custom or Special Orders: Products ordered specifically for your farm or operation (bulk custom formulations, special imports)
- Prescription Veterinary Medicines: Products dispensed based on veterinary prescription cannot be returned once delivered
- Feed Additives & Supplements: Once opened or if packaging is damaged by customer
- Disinfectants & Chemicals: Once opened or if seal is broken
- Products Without Original Packaging: Items returned without original packaging, labels, or documentation
- Clearance or Discounted Items: Products sold at clearance prices or with special discounts (unless defective)
4. How to Initiate a Return
Follow these steps to return an eligible product:
Contact Our Returns Team
Within the eligible return window, contact us via:
- • WhatsApp: +237 6XX XXX XXX
- • Email: returns@siledvet.com
- • Phone: +237 6XX XXX XXX
Provide Required Information
You will need to provide:
- • Order number and date of purchase
- • Product name and batch number
- • Reason for return (with photos if damaged/defective)
- • Delivery receipt or invoice
Receive Return Authorization
Our team will review your request and issue a Return Authorization Number (RAN) if approved. Returns without RAN will not be accepted.
Package & Ship the Product
Pack the product securely in its original packaging with all accessories, manuals, and documentation. Include the RAN on the package. We will arrange pickup or provide return shipping instructions.
Inspection & Processing
Once we receive the returned product, our quality team will inspect it within 2-3 business days. You will be notified of the inspection results and refund/exchange decision.
5. Refund & Exchange Process
Once your return is approved and inspected:
Refund Options
- Full Refund: For defective, damaged, or wrong products
- Partial Refund: If product is returned without original packaging or accessories
- Store Credit: Option to receive store credit for future purchases (10% bonus)
Refunds are processed within 5-7 business days after inspection approval.
Exchange Options
- Same Product: Exchange for the same product (if available)
- Alternative Product: Exchange for a different product of equal or greater value
- Priority Processing: Exchanges are processed faster than refunds
Exchanges are shipped within 2-3 business days after inspection approval.
Refund Methods
Refunds will be issued via the original payment method:
- • Mobile Money: Refunded to the same mobile money account (MTN/Orange)
- • Bank Transfer: Refunded to the same bank account (2-5 business days)
- • Cash Payment: Refunded via mobile money or bank transfer (your choice)
6. Return Shipping Costs
Who pays for return shipping depends on the reason for return:
Free Return Shipping
We cover return shipping costs for:
- • Defective or damaged products
- • Wrong product delivered
- • Expired products
- • Cold-chain integrity breach
Customer Pays Shipping
You cover return shipping costs for:
- • Change of mind (if eligible)
- • Ordered wrong product
- • No longer needed
- • Equipment returns (non-defective)
7. Product Warranties
Some products come with manufacturer warranties:
- Farm Equipment: Most equipment comes with 6-12 month manufacturer warranty covering defects
- Electrical Equipment: 3-6 month warranty on electrical components
- Warranty Claims: Contact us with proof of purchase and description of defect. We will coordinate with manufacturer for repair/replacement
- Warranty Exclusions: Warranties do not cover damage from misuse, improper storage, or normal wear and tear
Need Help with a Return?
Our returns team is here to assist you. Contact us for return authorization, refund status, or any questions:
+237 6XX XXX XXX
Phone
+237 6XX XXX XXX
returns@siledvet.com