Last updated: 06.26.2026

Refund & Return Policy

Thank you for shopping with us. We are committed to providing high-quality pet medical products. Please read our Refund & Return Policy carefully before placing your order.

1. Return Eligibility

We accept returns within 7 calendar days after the delivery date.

To be eligible for a return, the item must:

* Be unused and unopened.
* Be in its original packaging.
* Include all original accessories, manuals, and packaging materials.
* Be in the same condition as when it was received.

Returns are accepted only with prior authorization from our customer service team. Items returned without authorization may be refused.

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2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

* Opened or used pet medical products.
* Products that have been activated or installed.
* Products damaged due to misuse, accidents, improper handling, or unauthorized repairs.
* Customized or special-order products.
* Products with missing accessories or original packaging.
* Items returned more than 7 calendar days after delivery.

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3. Return Shipping Costs

Unless the item is defective or we shipped the wrong product, customers are responsible for all return shipping costs.

Original shipping charges are non-refundable.

If your order qualified for free shipping, the actual shipping cost paid by us may be deducted from your refund.

For oversized products, including AI Pet Beds and other large items, customers are responsible for all return shipping costs.

Any applicable warehouse handling or logistics fees incurred during the return process may also be deducted from the refund where permitted.

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4. Restocking Fee

For non-defective returns:

* A 15% restocking fee may be deducted from the refund.
* Large products, including AI Pet Beds, may be subject to a 20% restocking fee.

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5. Wrong Item Ordered / Change of Mind

Please carefully review your order before completing your purchase.

If you are unsure which product is suitable for your pet, please contact us before ordering.

Returns due to ordering the wrong product, selecting the wrong model, or changing your mind are accepted only if the item is unopened and unused. Return shipping costs and applicable restocking fees are the customer’s responsibility.

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6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, please contact us within 7 calendar days after delivery and provide the following:

* Your order number
* Photos or videos showing the issue

After verification, we will provide a replacement, repair, or full refund at no additional cost.

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7. Refund Process

1. Please contact our customer support via email at info@okclevervet.com during our working hours.

2. Please send a photo of the goods to us in email. We must confirm the status of the goods. We will give you a response within 48 hours during business days. Our team will offer you return and exchange guidance according to your specific requirements. Kindly let us know your purpose, and then we will provide you the returned address.

3. All goods (including all parts and attachments) must be returned to us via express delivery. Ship the product to the address we provide. Ship the product only to the U.S. return warehouse designated by our customer service team. Returns sent without authorization or to the wrong warehouse may be refused.

4. Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to your original payment method.

Please note that banks and credit card companies may require additional processing time before the refund appears in your account.

Shipping charges, return shipping costs, and applicable restocking fees are non-refundable.

Shipping charges, return shipping costs, applicable warehouse handling fees, and restocking fees are non-refundable.

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8. Refused Delivery or Incorrect Shipping Address

If a package is returned because of:

* An incorrect shipping address provided by the customer
* Refused delivery
* Failure to collect the package
* Unsuccessful delivery caused by the customer

Any original shipping costs, return shipping costs, storage fees, or handling charges may be deducted from the refund.

Any original shipping costs, return shipping costs, storage fees, warehouse handling fees, inspection fees (if applicable), or other logistics costs incurred due to the return may be deducted from the refund.

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9. Order Cancellation

Orders may be cancelled only before they have been shipped.

Once an order has been shipped, it cannot be cancelled and must follow this Return Policy.

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10. Contact Us

If you have any questions or need to request a return authorization, please contact our customer service team with your order number (via email: info@okclevervet.com) before returning any item. After your return request has been approved, we will provide the correct U.S. return warehouse address and return instructions.