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Returns Policy

Vetpharmacy.co.uk aims to provide quality products and services which will meet and exceed your expectations. It is however possible that an occasion may arise where vetpharmacy.co.uk is responsible for delivering a damaged/incorrect order or you, the customer, may feel a product is no longer necessary.


Unwanted Items

In the event that you decide that you no longer require any or all items vetpharmacy.co.uk will allow you to return items providing this is done within 14 working days of the date of delivery. If you are returning unwanted items then please contact vetpharmacy.co.uk via email or telephone and send us the following information:-

1.       Your Name

2.       Your Order Number

3.       Full Contact Details

4.       A list of the products you wish to return

Cancelled orders should be returned to vetpharmacy.co.uk at the customer’s expense.

Please note that due to the industry in which we operate, we are not allowed to refund certain medicines.


Damaged Items

Vetpharmacy.co.uk aims to provide an exceptional level of quality and service to our customers. However, we understand that on occasions damages can occur during transit. We advise the customer to check for any damaged items immediately upon receiving their goods. If damages are found then please contact vetpharmacy.co.uk within 14 working days of the day of delivery via email or telephone so we can attend to rectifying the problem quickly and efficiently.

Upon contacting us, please send us the following information:-

1.       Your Name

2.       Your Order Number

3.       Full Contact Details

4.       A Full description of the damages

5.       Whether you require a refund or a replacement

In the event of receiving a damaged item, vetpharmacy.co.uk will refund all postage and packaging costs incurred to the customer when sending the damaged items back to vetpharmacy.co.uk for inspection.


Incorrect items

In the unfortunate case that vetpharmacy.co.uk has sent the wrong order then we will require you to return the entire order in its original state to vetpharmacy.co.uk. Furthermore, upon sending us your entire order it is also necessary for you to contact vetpharmacy.co.uk via email or telephone and provide us with the following information:-

1.       Your Name

2.       Your Order Number

3.       Full Contact Details

4.       The product(s) that is/are incorrect

5.       Whether you require a refund or a replacement

In the event of an incorrect item, vetpharmacy.co.uk will refund all postage and packaging costs incurred to the customer when sending the entire order back to vetpharmacy.co.uk for correction.


Missing items

In the unfortunate case that vetpharmacy.co.uk has delivered an order with items missing we recommend that the customer checks through the packaging thoroughly and checks items received against the accompanying invoice. If the customer is positive that part of an order is missing then we will require you to send us your entire order in its original state to vetpharmacy.co.uk and for you to contact vetpharmacy.co.uk within 3 working days of delivery via telephone or email so that we can rectify the problem quickly and efficiently.

When contacting us we will require the following information:-

1.       Your Name

2.       Your Order Number

3.       Full Contact Details

4.       The product(s) that is/are missing

5.       Whether you require a refund or a replacement

In the event of a missing item, vetpharmacy.co.uk will refund all postage and packaging costs incurred to the customer when sending the entire order back to vetpharmacy.co.uk for correction.


How to return orders

All returns are evaluated before being processed. Vetpharmacy.co.uk will accept any returns packed and sent by the customer which must include the returns slip appropriately filled in. In order to fill in the return slip you must contact vetpharmacy.co.uk to receive a ‘returns authorisation code’. After a code has been assigned to your order, the customer must return the entire order unopened in exactly the same condition it was delivered in. 

After assessing the products, vetpharmacy.co.uk will contact the supplier to organise a refund where applicable. 

When a refund has been agreed upon, the refund will be made in the same method that was used to pay for the order. Vetpharmacy.co.uk are unable to refund any balance into any other account. Please allow for 7 working days for refunds. Your statutory rights are not affected.