OcuLabs Returns & 90-Day Money-Back Guarantee

Effective date: 19 October 2026

We want you to feel confident choosing OcuLabs for your pet. If your first purchase of a product isn't right for you, contact us within 90 days of delivery. We'll refund the product price under this guarantee, even if the tub, jar or bottle is empty.

What is covered?

Every product sold directly at ocupetlabs.com qualifies on your first purchase of that product, in any pack size. This includes single items, multipacks, sale items, bundles and the first subscription shipment. All units of an eligible product in that first order are covered.

For mixed-product bundles, each product qualifies if it is your first purchase of that product. Changing pack size or starting a subscription does not create another first purchase. Later purchases and subscription renewals are outside this voluntary satisfaction offer. Your consumer rights and any other promises made at purchase still apply.

Give it a fair try

Follow the product's directions and the expectations described on its product page. Results vary; the guarantee does not promise immediate or dramatic improvement. If you contact us soon after starting solely because you have not seen results, we may explain those expectations and suggest more time where appropriate. This advice does not change your purchase terms or reduce your rights.

Dissatisfaction with results, a pet refusing the product, or the product being unsuitable are valid reasons to contact us. Opened, partly used, empty and unopened products qualify. There is no fixed minimum-use period, and you do not need daily-use records, before-and-after photos or a veterinary statement for a satisfaction claim.

You do not need to finish the product or keep its container. If your pet refuses it, do not continue just to qualify. If you are concerned about their response, stop using it and seek veterinary advice.

How to claim

Email support@ocupetlabs.com within 90 calendar days after delivery. Include your order number, the product and quantity you want refunded, and a short note that you are dissatisfied. Further feedback is optional.

If you cannot find the order number, provide the name and email used to purchase and we will help locate it. We may request reasonable proof of purchase where needed. For split deliveries, each item's period starts when it arrives. Your contact date determines eligibility; our response time will not make an otherwise timely claim late.

We aim to reply within two business days. If we need information to verify your purchase, we will explain what is needed.

Your refund amount

We refund the price actually paid for the eligible product after discounts, plus associated tax we collected. For partial bundle refunds, we use the product's share of the discounted price and explain the calculation. Products you keep are not repriced at a higher amount.

There are no administration, processing or restocking fees. Free products have no separate cash refund value. We do not deduct shipping costs that were free when you ordered.

Separately paid outbound delivery, including express upgrades, is excluded from this voluntary satisfaction offer unless consumer law or a promise made at purchase requires otherwise. Duties or taxes paid directly to customs or a carrier are not payments we hold; we can provide order information to support a claim to that organisation.

Returns and timing

No physical return, original packaging or packing slip is required for an eligible satisfaction refund.

For a separate statutory return or faulty-product investigation, contact us for instructions before posting anything. Where we are responsible for return costs, we will arrange a prepaid return or reimburse reasonable costs. An internal return-authorisation number is not a condition of your legal rights.

Once eligibility is confirmed, we will issue the refund to the original payment method within five business days and email confirmation. Your payment provider may take additional time to display it. Contact us if it has not appeared within ten business days of confirmation. Earlier legal deadlines take priority. We will not substitute store credit unless you choose it.

Subscriptions

Refunding an order does not automatically cancel future shipments. Email support@ocupetlabs.com if you also want your subscription cancelled. First shipments qualify only where they are your first purchase of that product; renewals do not restart the guarantee. Legal cancellation and refund rights remain unaffected.

Keeping the guarantee fair

We take evidence of refund abuse seriously. We may check purchase records and investigate falsified claims, duplicate reimbursement, or deliberate use of multiple accounts to claim the same first-purchase offer repeatedly.

We assess concerns individually and may request reasonable information to clarify them. Suspicion alone, a shared address, an empty container or a previous claim for a different product does not establish abuse. We will explain any denial and you may ask support to review it. Checks will not extend applicable legal refund deadlines.

We never require a changed review or surrender of consumer or payment-dispute rights. Where a payment dispute is open, we coordinate reimbursement to avoid refunding the same purchase twice.

Faulty, incorrect, damaged or missing orders

Contact us about any such problem, including on repeat orders. We will investigate and provide the remedy required by applicable law. We may request reasonable information, such as a damage photo or batch number when available; tell us if you cannot provide it. A carrier delivery scan does not automatically settle a delivery dispute.

Your consumer rights

This guarantee adds to rights that cannot be excluded under applicable law. It does not restrict remedies for faulty or misdescribed products, delivery problems or applicable online-purchase cancellation rights. Those rights may extend beyond 90 days and cover repeat orders, subscriptions and sale items.

For customers in Australia:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Applicable statutory cancellation rights operate separately from this first-purchase offer. Contact support for assistance and return instructions; the legally required conditions, costs and deadlines take priority over the voluntary offer.

Earlier promises

We will honour the guarantee and any more favourable refund promise that applied when you ordered. Policy updates will not reduce those rights or promises.

For help, email support@ocupetlabs.com.