Our Refund & Returns Policy

 

 

1. Treatment-Failure Refund Promise

Our refund policy is simple:

If our treatment fails to resolve the clinical symptoms of feline infectious peritonitis (FIP) in your cat, we will refund the value of any unopened vials and unopened oral capsule packs from your order.

• Only unopened, intact vials and oral capsule packs are eligible.

• Used, opened, or partially used products are not refundable.

 

2. Order Cancellations

Orders may be cancelled only before they are picked up by the shipping carrier. Once the shipment has been collected by the courier, the order can no longer be cancelled and will instead fall under our Returns policy.

 

To request a cancellation, please contact us immediately via:

• Website chat box

• Email

• Phone​
   

If your order qualifies for cancellation:

• We will refund 100% of the order amount,

• Minus any payment processing / transaction fees charged by the payment provider.

• No restocking fee will be charged for valid cancellations.

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​​3. Delivery Address Finality

Once an order has been submitted and confirmed in our system, no changes to the delivery address are possible. Shipping labels are generated automatically. Please ensure the delivery address you provide at checkout is complete and accurate.

 

CURE FIP™ will not be liable for:

• Delays, misdeliveries, or undelivered parcels

• Resulting from incomplete, inaccurate, or incorrectly formatted address details provided by the customer at checkout.​

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4. Returns

Once your order has been picked up by the shipper, it can no longer be cancelled and may only be handled as a return.

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How returns work

1. You must first accept and receive the parcel.

2. After receiving it, you may then arrange to return eligible products to us.

3. If you have already opened the shipment, you may return only unused, unopened vials and unopened oral capsule packs.

4. We do not accept returns of:

   • Opened vials

   • Partially used vials

   • Opened or partially used oral capsule packs

 

Fees and non-refundable costs

 

For accepted returns:

• A €25 restocking fee will be charged to cover order processing, labor, packaging, and restocking.

• The following are non-refundable:

  • Original shipping costs

  • Payment processing / transaction fees

  • Any taxes, customs charges, or import duties paid on your behalf

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Return window

• Returns are accepted within 30 days of the order date.

• Returns shipped after this period may be refused or not refunded.​

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5. Returns Policy by Region

Due to warehouse locations and logistical constraints, we are unable to accept returns from the Middle East and certain other regions.  If you have surplus, unused medication in those regions, we encourage you to:

• Resell locally where permitted by local rules, or

• Donate it to other cat owners in need or to local veterinarians.

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You may contact us for:

• Guidance on responsible redistribution

• Access to our social media communities where you can connect with other cat owners.

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6. Refund Processing

Once we receive and inspect your returned items:

• Your refund will be processed within 48 hours.

• We will send you an email confirming:

  • The refund amount

  • The status of your request​
     

Refunds will be issued only to the original payment method:

• If you paid by credit card, the refund will be sent back to the same card.

• We cannot issue cash refunds for credit card purchases or refund to a different account or person​
   

Most payment providers will post the refund within 14 days or less, depending on their internal processing times.

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7. Disputes & Chargebacks​

We strongly encourage you to contact us first to resolve any issue related to your order, return, or refund. We are usually able to resolve matters much faster and more smoothly this way.

 

If you choose to open a payment dispute or chargeback with:

• PayPal

• Your credit card provider

• Your bank

• Other payment services

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Please note:

• Once a formal dispute is filed, the resolution will follow the payment provider’s process and timelines.

• If the case is decided in our favor, no additional refund will be issued by us beyond that decision.

• We are only able to process refunds in accordance with this policy and the outcome of any dispute procedure.

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8. Late or Missing Refunds

If you have not received your refund after we confirm it has been processed:

1. Check your bank or credit card statement for the original charge and any offsetting credit.

2. Contact your credit card company or bank:

   • In some countries, refunds may appear as a reversal of the original transaction rather than a separate credit.

   • It may take up to 10 business days (or longer, depending on the institution) for the refund to post.

 

If you paid via:

• PayPal or

• Other cashless payment systems

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Please contact us so we can help you check the status of the payment transfer.

 

9. Exchanges / Replacements (Damaged Items)

We only replace items that are damaged during shipping.  If you receive damaged products:​

1. Send us an email at europe@curefip.com

2. Include:

   • Your order number

   • A brief description of the issue

   • Clear photos of the damaged items and packaging

 

Once your claim is reviewed and approved:

• We will ship replacement items within 24 hours (business days).