How To Return Items To Us
Returning Non-Prescription Items
Perhaps you’ve changed your mind, or you’ve accidentally bought a cat brush for your Old English Sheepdog. Either way, you have 14 days to cancel your order after receiving your purchase, provided it’s unopened and unused. Here’s how to go about returning unwanted items:
1. Email us at firstname.lastname@example.org to cancel your order.
2. Return your items to the returns address on the back of your invoice.
3. Ensure the items are unopened, unused and in their original packaging.
4. We’ll refund the cost of your order in full (excluding postage). You should receive the money within 10 days.
Unfortunately, we cannot pay for the cost of returning an item unless the item itself is faulty or we’ve sent the wrong thing. We also cannot accept a return if a product has been opened or used.
Damage in transit - should any goods arrive with minor damage in transit, and adversely affected by that damage, we will replace these items. Where only part of an order is damaged we will provide a credit for the damaged items only. For instance, if an order contains several tins of food and a only a few tins are damaged in transit, we will credit you for the damaged items only as opposed to the whole order. Should you wish to not accept the whole order you can return the order back to us, but we cannot be responsible for the cost of returning the items.
If you have any questions about the products you ordered or the processing of a return, please don’t hesitate to get in touch.
Returning Prescription Medicines
We take your pet’s health very seriously, so as a licensed supplier of veterinary medicines governed by The Royal College of Veterinary Surgeons and Veterinary Medicines Directorate we are unable to accept returns of prescribed medications. This is to ensure the safety of any animals involved, as items could have been stored incorrectly or, even worse, tampered with.
Please only order the medication you require, and avoid ordering in large quantities in case your pets requirements change, as they’re prone to do. If you have any questions or concerns before you place your order, call us on 01761 603141.
A copy of our Returns Form can be downloaded here.