Refund policy

Returns

We would hope that all of our customers are happy with the products that they purchase, however if you simply change your mind about a product, you can return it to us, please see your consumer right of return and refund on our terms and conditions for full details.

If an item is faulty, we will send a pre-paid label for you to return the faulty item, and upon inspection will issue either a full refund or a replacement, according to your wishes.

If an item arrives damaged, this will need to be reported to us within 7 days of receiving your order. We will request photos of the damage, and without these we will be unable to issue a replacement or refund.

If a picking error has occurred, please let us know within 14 days so that we can rectify the problem. Any errors reported outside of the 14 days cannot be rectified.

For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.

Your statutory rights are not affected by our returns policy.

Return Address
Unit 3, York North Business Park, Goose Lane, Sutton-on-the-Forest, York YO61 1ET

Customer Support
Office hours 8:30am - 4:00pm Monday to Friday (we are not open at weekends or on Bank Holidays)
Email: hello@thehorsevet.co.uk
If you have any questions or concerns regarding your order, please email our Customer Care team