Our Policy
BASMIFIP™ does not accept returns or refunds once an order has been dispatched.
This policy exists to protect the cats in our customers' care. Once antiviral medication leaves our warehouse, we cannot verify that it has been stored correctly or that its integrity remains uncompromised. We will not risk the efficacy of any cat's treatment — and we ask our customers to understand and share that commitment.
1. Order Cancellation
Orders may be cancelled and fully refunded provided the items have not yet been labelled for shipment or collected by the courier.
To request a cancellation, contact us immediately via:
- Website chat
- Email: my@basmifip.com
If your cancellation is approved, a full refund will be issued by the end of the week, less any payment processing fees charged by your payment provider.
2. Once Dispatched — No Returns or Refunds
Once your order has been labelled and collected by the courier, it is no longer eligible for cancellation, return, or refund under any circumstances.
We do not accept returns of opened or unopened vials, oral capsule packs, or any partially used medication — regardless of the reason.
3. What to Do With Unused Medication
If your cat recovers or treatment is no longer needed, please consider helping another cat in need.
You can:
- Donate the medication to a local cat rescue organisation or shelter
- Offer it to your veterinarian for redistribution
- Join a FIP community online and offer the medication — free or for sale — to other owners whose cats need treatment
4. Shipping Address
Shipping labels are generated automatically once an order is confirmed. Please ensure your address is complete and accurate at checkout.
BASMIFIP™ is not responsible for delays, misdeliveries, or undelivered packages resulting from incorrect or incomplete address information provided at the time of order.
5. Damaged Goods
We replace products that are damaged during shipping.
If you receive a damaged order, email my@basmifip.com with your order number, a description of the damage, and clear photos of both the products and the packaging. Once approved, a replacement will be shipped within 24 working hours.
6. Refund Processing
Refunds for approved cancellations are processed by the end of the week. You will receive a confirmation email once the refund has been issued.
Refunds are returned to the original payment method only. We do not issue cash refunds or refunds to alternative accounts or third parties.
Most payment providers complete refunds within 14 days, depending on their internal timelines.
7. Disputes and Chargebacks
We encourage you to contact us directly before initiating any dispute — our team is here to help resolve issues quickly.
If a dispute is opened with PayPal, your bank, or any other payment provider, the case will follow that provider's process and timelines. If the dispute is resolved in our favour, no further refund will be issued.
8. Late or Missing Refunds
If you haven't received your refund, check your bank or card statement first — refunds sometimes appear as a reversal of the original transaction rather than a separate credit entry. Processing can take up to 10 business days depending on your institution.
