Refund policy
Refund & Returns Policy
We want you to be happy with your purchase from Vet360 Supplies. This policy explains how returns, cancellations and refunds are handled.
Nothing in this policy affects your statutory rights.
14-Day Returns Policy
We offer a 14-day returns period. You have 14 days after receiving your order to request a return.
For returns made under our voluntary returns policy, outside any applicable statutory cancellation rights, items must be unused, in a resalable condition and, where reasonably possible, returned in their original packaging with all accessories, instructions and other items originally supplied.
Proof of purchase may be required.
To request a return, please contact:
Returns should be sent to:
Vet360 Supplies
Unit 17 Daneside Business Park
Riverdane Road
Congleton
Cheshire
CW12 1UN
Please contact us before returning an item so that we can provide the appropriate return instructions.
Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, the customer is responsible for arranging and paying the cost of returning the goods to us.
We recommend using an appropriately insured and trackable delivery service, particularly for higher-value items.
UK Consumer Cancellation Rights
If you are purchasing from us as a consumer, rather than wholly or mainly for business purposes, you have statutory rights when purchasing goods online.
You normally have 14 days from the day you receive your goods to tell us that you wish to cancel your order, without having to provide a reason. You then have a further 14 days to return the goods.
During this period, you may inspect the goods to establish their nature, characteristics and operation in the same way that you would reasonably be able to do in a shop.
If goods have been handled beyond what is reasonably necessary and this has reduced their value, we may make an appropriate deduction from the refund to reflect that reduction in value.
Unless the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning goods following a change-of-mind cancellation.
Where applicable, we will also refund the basic cost of standard delivery originally paid by you. If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery charge.
These statutory rights are separate from, and in addition to, our voluntary 30-day returns policy.
Business Customers
Where goods are purchased wholly or mainly for business purposes, statutory consumer cancellation rights do not apply.
Returns of correctly supplied, non-faulty goods purchased by business customers are subject to prior approval by Vet360 Supplies.
Where we agree to accept such a return, the goods must normally be unused, complete and in a resalable condition with the original packaging.
A 15% restocking fee may be deducted from the refund for approved business returns to cover inspection, administration, repacking and restocking costs.
The business customer is responsible for arranging and paying return carriage unless otherwise agreed.
Restocking fees do not apply where goods are faulty, damaged on delivery, incorrectly supplied or where we are otherwise legally responsible for the return.
Damaged, Faulty or Incorrect Goods
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged or you have received the wrong item.
Please contact:
We will assess the issue and arrange an appropriate remedy.
Where goods are faulty, damaged on delivery or incorrectly supplied by us, we will arrange or reimburse reasonable return costs where applicable.
Nothing in this policy limits your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.
Exceptions and Non-Returnable Items
Some goods may be exempt from change-of-mind cancellation or return rights where permitted by law. These may include:
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goods made to your specifications or clearly personalised;
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goods that are liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
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goods which, after delivery, have become inseparably mixed with other items.
Certain chemicals, liquids, aerosols or other regulated products may require specific return arrangements because of transport, storage or safety requirements. Please contact us before attempting to return these products.
This does not affect your rights where an item is faulty, damaged, misdescribed or incorrectly supplied.
Gift cards are non-returnable except where required by law.
Sale or discounted items remain subject to applicable statutory consumer rights.
Exchanges
If you would like a different product, please contact us.
In most cases, the quickest option is to return the original item in accordance with this policy and place a separate order for the replacement item.
EU Customers
If goods are supplied to a consumer in a European Union country, additional statutory cancellation and consumer protection rights may apply under the laws applicable to that sale.
Where applicable, these rights operate in addition to our voluntary returns policy.
Refunds
Once we receive your returned goods, we will inspect the return and process any refund due.
For statutory consumer cancellations, refunds will be made without undue delay and within the timescales required by applicable consumer law.
Where we have not offered to collect the goods, this will normally be no later than 14 days after we receive the goods back or, if earlier, after you provide satisfactory evidence that the goods have been returned.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
Once we issue a refund, your bank or card provider may take additional time to process the payment.
If you have not received an expected refund, please contact: