Refund Policy
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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Those returning items purchased online will be charged a $7 restocking fee.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The sender is responsible for all shipping fees for the return of the item.
Sale items or special order items are exempt from being returned (This will not apply to online orders. Special order items are not available for purchase online).
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. Send all returns to Serona Animal Health:
Shipping to Serona via Canada Post:
PO Box 3386 Stn Main
Mission, BC V2V 4J5
Shipping to Serona via Courier:
872 McCallum Rd.
“Building B”
Abbotsford BC
V2S 8A3
Refunds (if applicable)
Once your return is received and inspected, we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit minus the $7 restocking fee will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds (if applicable)
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 info@serona.ca.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective. If you need to exchange it for the same item, send us an email at info@serona.ca.
Shipping
To return your product, you should mail your product to:
Shipping to Serona via Canada Post:
PO Box 3386 Stn Main
Mission, BC V2V 4J5
Shipping to Serona via Courier:
872 McCallum Rd.
“Building B”
Abbotsford BC
V2S 8A3
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. All exchanged products are shipped Expedited Canada Post.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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