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Returns Policy:

Medicines:
We are not able to allow any returns of veterinary medicinal products because:

a. We believe it is wrong and dangerous to send out stock which has been returned by another pet owner. These items could have been stored incorrectly or worse tampered with.

b. As a licensed supplier of veterinary medications we are not allowed to under the law. The Royal College of Veterinary Surgeons and Veterinary Medicines Directorate govern this.

c. As a business we do all that we can to bring low cost vet products to our customers - we cannot afford to give refunds where we have, by law, to dispose of the products. We therefore ask our customers to ensure they only order the medication they require, as their pets’ medication needs may change.

Pet Food, edible treats etc.:
We are not able to allow any returns of pet food or edible treat products because they are perishable items and as such there are health & safety and/or hygiene/adulteration issues that have to be considered. The only exception to this policy is if the pet food or edible treats were damaged/faulty on delivery or incorrectly delivered by us to you.

Other products:
As detailed in the Consumer Protection Distance Selling Regulations 2000, you are entitled to 7 working days to cancel an order from receipt of the order.

Returns procedure for non-medication:
You are allowed 7 working days to cancel the order from receipt of the product.

1. Please send us an email to contact@bestpetmeds.co.uk to cancel the order.

2. Return items using the address on the invoice received with the delivery. Please ensure you provide us with your name and contact details. In order to receive a refund the items must be unopened and unused, in original packaging and returned to us within 7 working days of date of receipt.

3. We will contact you with details of your refund, once we receive and process the returned item. We will not compensate you for return postage unless the order is being returned due to our error.

4. If the liability for return lies with you, a £7.50 re-stocking fee and original postage and packaging costs will be deducted from your refund amount. Postage and packaging of any returned item is also your responsibility.Please allow 30 days for the money to reach your account. If your refund has not arrived after this time please contact our customer service team who will be happy to help.

5. Genuinely faulty goods will be credited by refunding the amount paid for the item in full and return P&P. This does not affect your statutory rights.

6. When returning an item the parcel is your responsibility until it reaches us. We recommend that you send it by recorded post and insure it.

We believe that all our items are of the highest quality and we endeavour to provide you with the best possible service. If you are not satisfied with our goods for any reason, you should notify Best Pet Meds by telephone or email within 7 working days of receiving the goods. Our customer service team will then be able to assist you.

Returns Q&As:

Why can’t I return my medicines to you?
We are not able to allow return of veterinary medicinal products because:

a. We believe it is wrong and dangerous to send out stock which has been returned by another pet owner. These items could have been stored incorrectly or worse tampered with.

b. As a licensed supplier of veterinary medications we are not allowed to. The Royal College of Veterinary Surgeons and Veterinary Medicines Directorate govern this.

c. As a business we do all that we can to bring low cost vet products to our customers - we cannot afford to give refunds where we have to dispose of the products. We therefore ask our customers to ensure they only order the medication they require, as their pets’ medication needs may change.

What items can I return under your policy?
• We can accept pet accessories e.g. collars, leads, toys, bowls etc. They must be returned within 7 working days as detailed in the information above, the products must be in original packaging, unopened, sealed and unused.

What items can I not return?
• All prescription medicines, flea treatments, worming tablets, pheromone products e.g. Adaptil, Feliway, Pet Remedy and certain non-prescription supplements e.g. joint supplements, pet food/edible treats and any product that is not in its original packaging or has been opened i.e. unsealed or has been used unless it has been found to be faulty.

I have read on my bag of pet food that the manufacturer offers a money back guarantee if my pet won’t eat it, can I return this to you?
• Some manufacturers do offer money back guarantees of this nature. Where they do, information on how to claim will be written on the bag. You need to follow the manufacturers' instructions (usually this entails phoning them directly) and find out what they require.

My pet’s medication needs have changed, can I return the unused medication to you for a refund?
• Unfortunately we cannot accept returns of medicines for the reasons that we have already stated above. We strongly advise customers to purchase only the quantity of medicines that are required at any one time for their pets immediate needs. We can keep a prescription on file with the remaining medication for you to order as it is needed.

My pet seems to have had a serious reaction to medication what should I do?
• Firstly you should contact your own vet for advice as they may need to provide your pet with emergency treatment. Then at your earliest convenience please contact our customer service team who will take all the details to be reported back to the manufacturer and the Veterinary Medicines Directorate as a Suspect Adverse Reaction.  We may request that you return the medication so it can be returned to the manufacturer for testing. We will refund the cost of the medication or replace it depending on your needs.

If you have any queries about our Returns Policy please email us contact@bestpetmeds.co.uk or call our Customer Service Team on +44 (0)1977 689902 .

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