Refund policy

We want your dog to do well on Ventra®, and we want you to feel safe ordering. This page explains exactly how our 90-day money-back guarantee, ordinary returns, refunds and cancellations work.

Ventra is a United States registered business.

Our 90-day money-back guarantee

We offer a 90-day money-back guarantee on your first order. If you do not see a difference in your dog, email us within 90 days of delivery and we will refund that order — even if the bottle is empty.

The terms of the guarantee are simple and we apply them exactly as written:

  • It applies to your first order only, one claim per customer or household.
  • You must contact us within 90 days of the delivery date of that first order.
  • You do not need to give a reason, and you do not need the product to be unused. A finished bottle is fine.
  • You return the bottle to us so that we can close the claim. Return postage for a guarantee claim is paid by you.

Once the returned bottle reaches us, we refund the full amount you paid for that order to your original payment method.

Ordinary returns

Separately from the guarantee, you may return any eligible item within 30 days of the date your order is delivered. You do not need to give a reason.

To be accepted as an ordinary return, items must be:

  • Unopened, with any seal intact
  • In the same condition in which they were sent to you
  • Complete with all original labels attached, in their original packaging where possible

Because Ventra® is a consumable product taken by an animal, opened bottles cannot be resold and are not eligible for an ordinary return. If you have opened the bottle and you are within your first order, use the 90-day money-back guarantee above instead — it exists precisely for this situation.

What cannot be returned

  • Gift cards
  • Items clearly marked “Final Sale” on the product page at the time of purchase

Nothing else is excluded. These exclusions never apply to faulty, damaged or misdescribed items, which can always be returned.

How to arrange a return

  1. Contact us. Email help@ventra.pet with your order number and tell us what you would like to return.
  2. Receive your authorisation. We reply within 1–2 business days confirming your return and giving you the return address and instructions.
  3. Send it back. Dispatch the item within 14 days of receiving your authorisation. Please include a copy of your order confirmation in the parcel.

Please do not send anything back before you have received a return authorisation from us — unannounced parcels can go untraced.

Returns are handled by post. We recommend using a tracked service: until the parcel reaches us it remains your responsibility.

Return shipping costs

The cost of returning an item to us is paid by the customer. This applies both to ordinary returns and to 90-day guarantee claims.

The exception: if an item is faulty, damaged on arrival, or is not what you ordered, we cover return postage in full. Contact us and we will arrange a prepaid return label or reimburse your postage costs.

Processing your refund

Once your return has been received and inspected, we will email you to confirm. Approved refunds are issued within 7 business days of that confirmation, to the original payment method used for your purchase.

Depending on your bank or card provider, the credit may take a further 3–10 business days to appear on your statement.

Refunds include the price of the item and any tax charged on it. Where shipping was charged on the original order, outbound shipping is refunded when the return is our fault — a faulty, damaged or incorrect item — and is not refunded on a change-of-mind return.

Exchanges

We do not offer direct exchanges. If you need something different, the fastest route is to return the original item for a refund and place a new order.

Cancelling an order

You can cancel any order at no cost provided it has not yet been dispatched. Email help@ventra.pet as soon as possible with your order number. If your order has already shipped, please use the returns process above once it arrives.

Your statutory rights

Nothing in this policy limits or excludes any right you have under the consumer law of your own country.

  • Netherlands and Poland (European Union). You have a statutory right to withdraw from a distance purchase within 14 days of receiving your order, without giving any reason, under the EU Consumer Rights Directive as implemented in your country. You may notify us of withdrawal by any clear statement, including a plain email to help@ventra.pet. Where you exercise this statutory right, we refund all payments received from you, including the standard outbound delivery cost, within 14 days of receiving the returned goods or proof that you have sent them back. The direct cost of returning the goods is yours to bear. Our 30-day return window and our 90-day guarantee are offered in addition to this right and do not replace or reduce it.
  • United States. This policy does not affect any rights you have under applicable federal or state consumer protection law.

You also retain the right to a remedy where goods are faulty, not as described, or not of satisfactory quality, for the period provided by the law of your country.

Delayed or missing refunds

Refunds are processed promptly. If yours has not appeared, please check first with your bank or card provider, as their processing times vary. If there is still no sign of it, email help@ventra.pet with your order number and we will trace it for you.

Need further help?

  • Email: help@ventra.pet
  • Response time: within 1–2 business days
  • We answer email: Monday to Friday, excluding public holidays