Refund policy

We have a 14-day return policy for non-trade customers who wish to return non-medicinal items, which means you have 14 days from the date of receipt of your item(s) to request a return. This return policy applies only to non-prescription items, current legislation forbids the return of prescription medications for the purpose of resale, such products only being returnable for proper disposal and cannot be refunded.

To be eligible for a return, your item must be in the same condition that it was delivered in, unused, all seals still intact, and in its original packaging. You’ll also need the receipt or proof of purchase, i.e. your order confirmation email clearly showing the order number and all product details.

Returns will not be accepted unless that return has first been approved by us and an RMA number received. To start a return, you can contact us at info@mypetsvet.co.uk. Please note that returns will need to be sent to the following address:

MyPetsVet
VETSBarn Veterinary Centre,
Monmouth Road,
Longhope,
Gloucestershire,
GL17 0QD.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please be aware that items returned due to buyers remorse (i.e. a change of mind) do not qualify for free postage and that cost must be paid for by the customer. Items returned due to buyer's remorse are subject to a 15% restocking charge and this amount will be deducted from any refund.

You can always contact us for any return question at info@mypesvet.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and correct any mistakes made on our part.

Exceptions / non-returnable items
Please be aware that you will be liable for the returns postage cost unless the goods were faulty. We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post.

Unfortunately, this right of cancellation does not apply to prescription medicines, food and other hygiene sensitive products or if the product has been opened or used. If the item is returned prior to receiving our authorisation, we may not be able to offer a refund or exchange. You will also be liable for the cost of re-delivery. If you have any questions about the products you ordered or the processing of a return, please don’t hesitate to contact us at info@mypetsvet.co.uk 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Orders which qualify for a refund but which are returned due to a change of mind (buyer's remorse) are subject to a 15% restocking fee without exception.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mypesvet.co.uk.

We take great care to look after your pet’s health and as a veterinary practice, licensed by the RCVS, we are unable to accept returns of prescription medication. This is to avoid any pet/animal coming to harm through incorrect storage or tampering with medicines.

Please only order the medication your pet requires, in quantities listed on their prescription. If you have any questions or concerns before you place your order, do give us a call on 01452 830086. Our veterinary surgeon will be happy to discuss your pet’s medicines and offer advice on how to use them appropriately.