A product is not right for you? Contact us before returning it. Our team will check eligibility and explain the next steps.
Request a return within 45 days
For a return or exchange, request authorization within
45 days of purchase. The product must:
- be in its original condition;
- not have been used;
- have been purchased from SyrVet Canada;
- be eligible for return.
Requests made after 45 days may exceptionally be accepted following assessment by our team.
Prior authorization is required. Goods returned without authorization may not be accepted.
How to return a product
- Contact our team by email or phone. Identify the products and reason for the return. Have the associated invoice number or a copy of the invoice ready.
- Obtain authorization. We will confirm product eligibility and provide shipping instructions. Authorization is valid for
15 days from the date it is issued.
- Ship the products within the authorization’s 15-day validity period. Follow the instructions received and include a copy of the invoice or provide the associated invoice number.
- We check the products upon receipt. If the return is accepted, we process the refund or credit within
two business days of receiving the returned products. At the customer’s choice, the product value and taxes are refunded to the original payment method or credited to the customer’s account. The time before a refund appears then depends on your financial institution or payment method.
Original shipping charges are not refundable. There is no restocking fee.
Which products are generally not returnable?
Used, obsolete, damaged or poor-condition products, special-order products and products purchased during a booking period are generally not eligible to be returned to inventory.
Certain regulated products, including those with a DIN, are generally not returnable, except in cases provided for by regulation or when the return results from our error. Dangerous goods may be returned when eligible; the customer remains responsible for shipping them in accordance with Canadian transportation of dangerous goods regulations. Contact our team before shipping.
Received a damaged, incorrect or apparently defective product? Let us know. We will assess the circumstances rather than treat it as a simple change of mind.
Who pays return shipping?
The customer pays shipping costs for an eligible return. If the return is required because of an error by SyrVet Canada, we cover those costs.
Purchases from a retailer
If you bought an AGVET product from a retailer or distributor, contact that seller first. Our team can help if you have difficulty with the process.
Incorrect or damaged products on arrival
Report damage to us as soon as possible. Keep the products and packaging, note the damage on the carrier’s delivery document where possible, and take photos. If the damage is attributable to the carrier used by SyrVet Canada, we will handle the claim with that carrier. If you arranged your own carrier, submit your claim directly to that carrier. Following assessment, eligible products will be replaced and reshipped at no charge.
If your package appears to be lost, contact us as soon as possible so we can check with the carrier.
For an order-picking error or a product different from what you ordered, contact us within
10 days of receipt. Following verification, eligible products will be replaced and reshipped at no charge.
Need help with a defective product instead? See
Warranties and after-sales support.
