Home / Legal / Returns & Refunds

Returns &

refunds.

Last updated 14 May 2026

We want you and your animals to be completely happy with every order. If something is not right, this policy explains how to return it and what to expect. It sits alongside your statutory rights, which it does not affect.

01 Our returns promise

If you change your mind, you can return most unopened items within 30 days of delivery for a full refund. Items must be unused, in their original sealed packaging and in a resaleable condition.

02 Your right to cancel

Under the Consumer Contracts Regulations, you have 14 days from receiving your goods to cancel your order, and a further 14 days to return them. Our 30-day window is more generous and applies in addition.

03 Non-returnable items

For health and safety reasons we cannot accept returns of certain items once opened, unless faulty:

Supplements, feed and consumables where the seal has been broken.
Special-order or bespoke products made to your specification.
Gift vouchers.

04 How to return an item

Start your return from your order history, or contact our team. We will provide a returns reference and address. Please include your order number and return the item securely packaged. We recommend a tracked service, as returns are your responsibility until they reach us.

05 Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5-7 working days. Original delivery charges are refunded only where the whole order is cancelled within the statutory period.

06 Faulty or incorrect items

If an item arrives faulty, damaged or not as described, please contact us within 30 days and we will arrange a replacement or full refund, including return postage, at no cost to you.

07 Loyalty points on returns

If you paid in part with loyalty points, those points are returned to your account when we process your refund. Points earned on a returned item are deducted from your balance.

08 Need a hand?

Our customer care team is here Monday to Friday, 8:30am-5:00pm on 01995 672464, or via our contact page.

Please note: this policy should be reviewed by a qualified legal adviser before publication.