Refund policy

ADAPTIL and ThunderShirt MONEY BACK GUARANTEE TERMS & CONDITIONS

ADAPTIL® is supported by a Money Back Guarantee. Products eligible for a Money Back Guarantee are:

ADAPTIL Diffuser

ADAPTIL Spray

ADAPTIL Collar Small and Large

ADAPTIL Junior Collar

ThunderShirt Calming Wrap

Ceva Animal Health (“Ceva”) is confident that, when used as directed, ADAPTIL is effective at reducing common signs of stress in dogs such as: separation anxiety, loud noises, fears of new visitors, travelling, excessive barking and crying at night. In some instances, in order to maximize the effectiveness of ADAPTIL, behavioural and environmental modifications may be required. Additionally, in order to fully realise the benefits of ADAPTIL, Ceva recommends that ADAPTIL and ThunderShirt products are to be used continuously for a minimum of 30 days.

Ceva sincerely hopes that you are satisfied with ADAPTIL and ThunderShirt. If, however, you are not satisfied with ADAPTIL for any reason, subject to the following terms and conditions, Ceva will refund you the purchase price of the returned product.

Ceva’s Money Back Guarantee only applies to authentic government approved products that are registered with Australian APVMA or New Zealand ACVM, as applicable. Purchases from overseas sellers or otherwise non-authentic products are excluded from the Money Back Guarantee.

In order to obtain a refund of your purchase price, please mail or courier to Ceva within 60 days of your purchase of ADAPTIL and/or ThunderShirt the following:

1. a copy of your purchase receipt;

2. the product (including the diffuser, the refill container, the collar and/or the spray bottle, as applicable);

3. any product packaging;

4. a note containing your name and mailing address; and

5. a short explanation detailing your dissatisfaction with the product.

Products purchased in Australia shall be mailed to:

PO Box 147, GLENORIE, NSW, 2157 (c/o Reception)

Ceva recommends keeping a copy of your mailing receipt and obtaining tracking on the package. Ceva will only refund your purchase price when it actually receives the required return materials. Ceva accepts no responsibility for lost, stolen, late, damaged or misdirected mailings.

The purchase receipt must clearly specify the retailer of purchase, the purchase amount paid and the date of purchase. Incomplete, indecipherable, or illegible claims will be not be honoured. Failure to produce a legible copy of the purchase receipt will prevent Ceva from issuing a refund. Further, Ceva will only honour one (1) claim per mailing address.

Please note that any personal information that Ceva collects will be use solely for the purposes of issuing a refund and otherwise in accordance with Ceva’s Privacy Policy which can be accessed at: (Adaptil privacy policy url tbc)

Please allow up to twenty-eight (28) business days to receive the refund.

The refund is not transferable or exchangeable and can only be made out to the claimant who purchased the returned product.

If you have any questions regarding ADAPTIL or Ceva’s money back guarantee, please contact Ceva’s Customer Service Department at: (Adaptil contact us url page tbc)