Customer Services > Returns & Refunds

Returns & Refunds

30 Day Money Back Guarantee

All online consumers have fourteen (14) calendar days to cancel/return an item. To ensure that you are in safe hands, Vetsend offers a 30 day money back guarantee, ensuring that you can return (part of) your order within 30 days of receiving it, free of charge. Please see the Returns Policy below for further information.

Returns Policy

Items can be returned to us within 30 calendar days provided the item is returned undamaged, in its original packaging (if possible) and shows no sign of use.

To check whether wearable items, such as collars or shirts, fit, they can be removed from the packaging and held up next to your pet. For hygiene reasons, these items cannot be returned if it has come into contact with the animal. If we find that the returned product is stained, worn, contains animal hair, smells or has been washed after use, we cannot return the product to you. In this event, it will be donated to a charity (local shelter). As we are often confronted with products that are returned in a less than new condition, we have to apply these rules for fitting and/or returning wearable products.

Warranty

The statutory warranty applies to any purchase from Vetsend.co.uk. This warranty entails that a product complies with its description and as such the product is what reasonably could be expected of it. For more information please see Article 12 of the Terms & Conditions.

Free Returns

If you wish to return (part of) your order, please use the returns form. Once your returns request has been approved (within the 30 day returns period) you will receive a returns label by email that will allow you to return your item for free at a DPD Pickup Shop. You will receive a full refund (including additional delivery charges, if applicable) as soon as possible, within a maximum of two weeks.

Please include (a copy of) the original delivery note when returning items to ensure that your returns request is processed swiftly. Although it is not mandatory, please indicate the reason for return.

Incorrect Delivery

In the unlikely event of an incorrect, incomplete, faulty or damaged delivery of your order, please contact our customer service team as soon as possible and request a returns label. The DPD Pickup Shop will not accept your parcel as a returns item without a returns label. Hand in your returns parcel at a DPD Pickup Shop of your choice.


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