Customer reviews policy

Your reviews help us improve and help other dog owners make their choice. Here is, in full transparency, how we collect and publish them.

How reviews are collected

Reviews are collected with Judge.me. You can leave a review from the email you receive after your order, or from your customer account when you are signed in to our website: the “Write a review” button only appears on products you have ordered. In both cases, your email address is verified and must match an order placed on our store: the review then carries the “Verified buyer” badge.

Before 24 September 2026, reviews could be posted from the website without verification. Reviews from that period that do not carry the “Verified buyer” badge were not linked to an order, so we cannot guarantee that they come from a customer who bought the product.

How we check them

Every review is read by our team before it is published, within 7 days of receipt at the latest.

We never reject a review because it is negative: positive and negative reviews follow the same rules, whether they are about a product or about our service. We never change the meaning of a review; we may only remove personal data from it.

We only reject a review if it:

• contains abusive, discriminatory or unlawful content;
• contains personal data (a third party’s full name, address, phone number…);
• contains advertising or links to another website;
• is empty or cannot be understood.

If your review is rejected, we let you know by email and tell you why.

Good to know

• To thank you, we offer a 10% discount code, valid for 90 days, for every verified review, whatever the rating. No other reward is offered.
• Each review shows its publication date.
• The rating shown is the average of the published reviews for the product.
• Reviews are sorted by relevance, according to Judge.me’s criteria. You can choose another order: most recent, highest rated, reviews with photos…
• Reviews are kept for 3 years from publication.
• We may reply publicly to a review; our reply appears below it, signed ELEMENT VET.
• You can edit or delete your review at any time by signing in to Judge.me, or by writing to contact@element.vet.
• It is not possible to contact the author of a review directly.
• Reviews reflect our customers’ personal experience. They do not replace your vet’s advice.

Report a review

To report a review that seems inaccurate or breaks these rules, write to contact@element.vet. We will look into it and get back to you.