Skip to content Skip to navigation menu

Returns and Refunds

Returns and Refunds

We understand that sometimes you might want to return an item you bought from us. Not to worry – we strive to make this process quick and easy for you.

For more information, or to request a refund or return, you can contact us by:

  • LiveChat: (Monday to Friday 11am – 5pm) Click here to open up and chat with us.

  • Phone: 0203 675 0780 (Monday to Friday 8am – 6pm. Saturday 10am – 2pm). Use option 1 to place an order, 2 to talk to us about an existing order, or option 3 to talk to our pharmacy.

  • Email: [email protected]

Medicines

Unfortunately, due to regulatory law, we cannot accept the return of any medication, including flea or worming treatments. If you return such a medication to us, we can dispose of this for you but are not authorised to resell it. If an order containing medicinal products is faulty, we will accept returns within 60 days of the order date (at our sole discretion).

Other Products

If for any reason you are not satisfied with a product, you can return it by letting us know within 14 calendar days of receipt. After notifying us, it must be returned within a further 14 calendar days – unopened, in its original packaging, and in a fit condition for resale.

We only accept returns of products that have been purchased through our site.

We’re confident you’ll be happy with your purchase, but if your item arrives in a condition that isn’t up to scratch, we will replace or refund the product (at our sole discretion) within 60 days of the order date.

Any returned item that does not meet the above conditions may not be refunded or replaced.

Please be aware that unless the product is faulty or not as described, you will be responsible for the cost of returning the products to us. If we have agreed to collect the products from you, we will charge you the cost of collection.

If you cancel your contract we will:

  1. Refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop;

  2. Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer standard delivery at one cost but you chose to have premium delivery at a higher cost, then we will only refund what you would have paid for the cheaper delivery option; and

  3. Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

i.if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us; or

ii. if you have not received the product or have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.