Effective date: August 2025

This Returns & Refunds Policy explains how customers of any of the {practicename}.vetpetshop.co.uk e-commerce sites for UK veterinary practices can cancel orders, return products and receive refunds. It is written to comply with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Who we are
Trading entity: MerlinVet Export Ltd
Registered office / returns correspondence address: 2/3 Carlaw Road, Pinnacle Hill Industrial Estate, Kelso, TD5 8AS
Customer support: customerservices@vetpetshop.co.uk

1) Scope & key definitions

Customer: a consumer purchasing for personal use within the UK.

Excluded goods: items that are not eligible for change‑of‑mind cancellation (see Section 4).

This policy applies to purchases made on {practicename}.vetpetshop.co.uk.

If a product page states different or additional return terms, those terms will also apply.

2) Change‑of‑mind: your 14‑day cancellation right (distance sales)

2.1 How long you have You may cancel most online purchases within 14 days of the day after you (or someone you nominate) receive the goods. For split deliveries, the 14 days runs from the day after the last item arrives.

2.2 How to cancel Please notify us clearly before the 14 days expires by emailing customerservices@vetpetshop.co.uk.

2.3 Returning the item(s) - You then have a further 14 days to return the goods to the address above. You must take reasonable care of the goods and return them unused, in their original packaging where possible, with all accessories and free items.

2.4 Who pays return postage? - For change‑of‑mind returns, you are responsible for return costs

- For incorrect, damaged or faulty items, we cover return costs (see Section 3).

2.5 Refunds for cancellations - We will refund the price you paid and the standard delivery charge (the least expensive delivery we offer).

- We may deduct an amount for diminished value if you handled the goods beyond what’s necessary to inspect their nature, characteristics and functioning.

- Refunds are made within 14 days of the earlier date of: (i) the day we receive the goods back, or (ii) the day you provide evidence of having sent them back.

- Refunds are issued to your original payment method.

3) Faulty, damaged or misdescribed items (your rights under the Consumer Rights Act 2015)

We strive to ensure that all goods meet the following standards;

• Satisfactory quality (not faulty or damaged)
• Fit for purpose (Do what they are meant to do)
• As described (Match product descriptions, images and claims)

3.1 Short‑term right to reject (30 days) If an item is faulty, not as described or unfit for purpose, you can reject it within 30 days of delivery for a full refund.

3.2 Repair or replacement (first 6 months) After 30 days and within the first 6 months, we will arrange a repair or replacement. If that’s not possible or fails once, you may choose a refund or price reduction. Faults discovered within 6 months are presumed to have been present at delivery unless we prove otherwise.

3.3 After 6 months You may still be entitled to a repair or partial refund depending on the product and expected lifespan. Claims can be brought for up to 6 years (5 years in Scotland) from delivery under UK limitation rules.

3.4 Evidence and inspections We may ask for photos/videos or to return the item for inspection.

4) Items not eligible for change‑of‑mind cancellation

(Your statutory rights for faulty items still apply.)

4 For animal health, hygiene and safety reasons the following items are not eligible for change-of-mind cancellation:

• Perishable goods with a short expiry or temperature control (e.g., chilled/frozen pet foods).
• Unsealed items where sealing is provided for health or hygiene (e.g., opened food, opened treats, opened grooming or parasite control products).
• Supplements, medicines or prescription items (including veterinary‑only products) once dispensed, prepared, or if tamper seals are broken.

5) Exchanges

We do not operate a direct exchange service. Please place a new order for the item you want and return the original in line with this policy. Where we agree, we can process an exchange as a new sale and a refund for the original item.

6) Returns process (step by step)

Contact us at (include order number, item(s), reason and photos if relevant).

Receive instructions: we’ll confirm the return address with you.

Pack securely: include all parts, accessories and any free promotional items.

Send & keep proof: obtain proof of postage or collection receipt.

Refund/Repair/Replace: processed as per Sections 2–3.

Important: Do not send returns without contacting us first as they may not be processed correctly. Items returned used, incomplete or without reasonable care may be refused or refunded less any loss in value.

7) Delivery problems & missing items

Damaged in transit / missing parcels: notify us within 48 hours of delivery (or expected delivery) so we can investigate with the courier/Supplier. Keep packaging and take photos.

Wrong item delivered: contact us within 7 days; we will arrange a free return or collection.

8) Refund method & timing

Refunds are made to the original payment method used at checkout. If that method is unavailable, we may offer store credit or request bank details for a BACS transfer.

We aim to process refunds promptly and always within the statutory time limits in Sections 2.5 and 3.

You will receive an email confirmation once your refund has been issued. Please allow your bank/card provider’s standard processing time for funds to appear.

9) Exclusions, responsibility & fair use

Fair inspection: you may open packaging to check goods as you would in a shop, but you must not use them beyond that before deciding to cancel.

Hygiene & animal safety: we cannot resell items used by animals where hygiene/safety could be compromised; please consider this when trying items (e.g., harnesses, toys, beds).

Bundles & promotions: if you return part of a bundle, the refund may be reduced to reflect the standalone price of goods kept. Free promotional items must also be returned or may be charged at their current price.

Undeliverable/Refused deliveries: if a parcel is returned to us after failed delivery or refusal that is not our fault, we will refund the item price less outbound delivery (standard rate) and any carrier return charge actually incurred.

10) Complaints & dispute resolution

If you are unhappy with how we handled your return, please email customerservices@vetpetshop.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

11) Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

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