Returning

You can return your order easily and free of charge with our return label.* Depending on whether you ordered with or without a Vetsend account, follow the steps below:

Ordered with a Vetsend account

1. Sign in to your account.
2. Click on “Returns”.
3. Choose what you want to return.
4. Click on “Request a return”.
5. You will then automatically receive the return form and the return label by email.
6. Complete the form and place it in the original shipping box with the return.
7. Stick the return label on the widest side of the box.
8. Hand in your parcel at a post office
Please keep your proof of delivery safe.
As soon as we have received and processed your return, you will get your money back as soon as possible.

Ordered without a Vetsend account
1. Contact our customer service by email (customer-service@vetsend.co.uk) or telephone (033 0818 0862). Tell us your order number in the email or during the phone call. Also indicate what you would like to return.
2. You will then automatically receive the return form and the return label by email.
3. Complete the form and place it in the original shipping box with the return.
4. Stick the  return label on the widest side of the box.
5. Hand in your parcel at a post office. Please keep your proof of delivery safe.
As soon as we have received and processed your return, you will get your money back as soon as possible.

*Partial returns of bundles are not allowed.

If you use our return label, the return is always free of charge for you. You will receive this return label after you have registered your return with us. You can register this through your Vetsend account or by contacting our customer service.

If you do not use our free service and use your own return label, you will have to pay for the return costs yourself.

After you have received your order, you have 30 days to return your package free of charge.

Items you are returning must be returned in undamaged and original packaging. In addition, the item should not contain any signs of use. If the product packaging is damaged and/or the product shows signs of use, we have the right not to refund the purchase price and to reject the return. During the 30-day cooling-off period, you can therefore take the product carefully out of the packaging and look at it. However, you may not use or try the product.

For items where fit is important (such as harnesses, dog shoes, collars, etc.), the following applies:

They may be unwrapped and gently held (but not put on) by the animal to assess if they are the right size.
For reasons of hygiene, however, they must not come into direct contact with the animal or be put on, and then be returned soiled / stained / smelling of the animal. We also do not accept washed products for return.
If you still want to return such a product after wearing it (dirty / used / washed), it will be donated to a good cause (an animal shelter).

Additional conditions for returning bundles

Products purchased as part of a bundle cannot be returned separately. A bundle consists of several products offered together at a reduced price. Returns are only possible if the complete bundle is returned.

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.

It may take 1-2 weeks for us to receive and post returns. As soon as this has happened, you will receive a confirmation from us by e-mail and we will transfer the return amount back to you.

It is not possible to exchange your order for another item. Would you like to exchange your order for a different product? Then reorder the item(s) yourself on our website and send back the item(s) you wish to return.

If you return your entire order,  you will be refunded the entire purchase amount (including the shipping costs paid). If you return part of your order, you will only be refunded the purchase amount of the returned products.

Although we pack our parcels with the greatest care, mistakes can still be made and accidental shipments with incorrect content can occur. If your package does not contain all the items you ordered, or if the items are faulty, please contact our customer service as soon as possible. If a product is missing, we will send it to you immediately.

If it says that your package has been delivered, but you haven’t received anything, you should check whether the postal service has not put a note in your mailbox or whether the package has been delivered to the neighbors. If this is not the case, but the Track & Trace information indicates a delivery, please contact us as soon as possible.