Vectra Products – Client/Patient Satisfaction Guarantee
Summit VetPharm stands behind their products. If Vectra products have not provided a satisfactory level of parasite (fleas, ticks and/or mosquitoes) control, please contact your veterinarian. If you would like to speak to Summit’s veterinary professionals, they can be reached at 1-800-999-0297 for a consultation between
9 AM and 6 PM EST.
Note: Veterinary expenses incurred relating to use of Vectra products must be reported, monitored and approved by the Summit VetPharm Veterinary Services staff prior to incurring costs and all reimbursements will be at the sole discretion of Summit VetPharm after consultation with the veterinarian.
Our veterinary professionals will provide recommendations and suggestions to assist you with your parasite problems and you will be eligible for our Satisfaction Guarantee through your veterinary hospital provided that you meet the following guidelines:
Satisfaction Guarantee Guidelines
Satisfaction Guarantee is not valid for products not used in accordance with label directions.
If both adults and immature stages of fleas are present, control of an infestation may take two weeks to three months depending upon the degree of infestation. Vectra products are required to be used for at least three consecutive applications (three months) on every cat in the household over eight weeks of age and/or every dog over seven weeks of age and weighing a minimum of 2.5 lbs. Treatment must be made to all animals in the household, housed both indoors and outdoors. Households with six or more pets are not eligible for the Satisfaction Guarantee. The Satisfaction Guarantee cannot be applied to any costs associated with the purchase of additional products for control of domestic infestations.
The Satisfaction Guarantee is only available on your most recent purchase of Vectra products. Purchase must have been made within the last twelve months and is limited to one replacement package of the same Vectra product purchased or a refund for product based on the purchase price paid. The product must have been purchased from an authorized Summit VetPharm veterinarian who maintains a valid veterinary-client-patient relationship. Summit reserves the right to request veterinary records to confirm this relationship. Vectra products must have been administered in accordance to the label directions and the dose must be appropriate for the size of the pet. Shipping charges are not reimbursable and purchases of single doses are not eligible for the Satisfaction Guarantee.
All product returns should be made to the veterinary hospital where product was purchased. In those cases where circumstances exist that makes a product return to the hospital difficult, product may be returned directly to Summit VetPharm, provided the pet owner has made prior notification to Summit VetPharm and the pet owner has received approval in the form of a Return Material Authorization (RMA) number from Summit VetPharm to return the product. All unused product and the original packaging must be returned to the veterinarian. In those cases when product is returned to Summit VetPharm, it should be addressed to: Summit VetPharm, LLC, 301 Route 17 North, Rutherford, NJ 07070, attention: Customer Service. The RMA number needs to be clearly identified on the outside of the package. All returned product and correspondence must include a Summit VetPharm RMA and product will become the property of Summit VetPharm. Postage is not reimbursed. Summit VetPharm reserves the right to request proper medical information and it will be the responsibility of the pet owner to provide it when submitting a claim.
Products returned to Summit VetPharm must include an itemized receipt for the purchase of Vectra products and an RMA approval from Summit VetPharm Customer Service. The receipt must identify the name and address of the Vectra authorized hospital, product that was purchased, date of the purchase and the amount paid. The Satisfaction Guarantee will only be honored for the owner’s name and address as it appears on the printed receipt. If the product returned has no proof of purchase, Summit VetPharm reserves the right to reduce or deny the refund. Vectra products obtained free of charge or as part of a promotion do not qualify for the Satisfaction Guarantee.
Refunds are limited to a maximum of 5 pets per household, accompanied by veterinary hospital receipt listing purchase and name of each pet and product purchased for each pet. Refunds will be limited to a single payment for the household. Please allow 6-8 weeks for processing refunds.
