My item has a fault

I have not received my refund?

Refunds typically take between 2-4 working days to show credited back to your account used to place the order. This can depend on the time of day the refund was processed and also your bank. If you have not received your refund within 5 working days of it being arranged for you, then we would firstly advise that you contact your bank or check for any pending payments on the way to you. If this is not the case, please email us via the “contact us” link at the top of this page. If your refund was for an item or order being returned, please allow time for the order to reach us and then be processed by our warehouse before being arranged on your account. You will receive an email from us to confirm that a refund has been processed for you and the order it relates to. For any returned orders, please note that £5 will be deducted from your refund and that we will not refund your original delivery charge.

Return Policy

• Changed your mind or simply don’t need anymore? We are happy to offer a Return for any item within 14 days after receipt. The item must be re-saleable (by this, we mean that it can be sold to another customer in an ‘as new’ state.) Please make sure to put the item in a box as you received it before returning it. We reserve the right to refuse a refund if the item is not in a suitable condition and that is why we are strongly advising that you take a picture of the product before you return it.

• Returns fees: 5 euro will be deducted from your refund for the return fees. Please also note that we will not refund your original delivery charge.
• Something faulty or an error on our part? If an item you have purchased from us is faulty, we are happy to help in either arranging a replacement, or a refund. Please email us including a picture of the item received at info@pets-meds.com

How long does a refund take to process?

Delays may occur in the reception of a refund, depending on your bank. We will process a refund as soon as the goods are received back with us in the case of returns or as soon as we have seen photographic evidence in instances where goods are not to be returned. Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process. For any returned orders, please note that 5 euro will be deducted from your refund and that we will not refund your original delivery charge.

Will you refund my original delivery charge if I return the goods?

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Are there any items that can’t be refunded?

Unfortunately, there are a few items that we cannot refund:
– Products that have been used.
– Products that aren’t in a re-saleable condition, or not in their original packaging.

Do I have to pay for a return?

Yes. You will be charged 5 euro if you decide to return any item/order to cover the courier’s fees.