Returns & Refunds
Not Happy?
We’ll Make It Right.
We want every order to arrive in perfect condition and do exactly what it says. If something isn’t right, we’re here to help. Please read our returns policy below — it covers everything you need to know.
We only ship within the United Kingdom. This policy applies to UK orders only.
The Essentials
What You Need to Know.
30 Day Return Window
You may return most new, unused items within 30 days of delivery for a full refund. Items must be in their original condition and packaging.
Unused & Unopened Only
We cannot accept returns of opened or used products unless they are faulty or damaged on arrival. Products must be returned in the same condition you received them.
Refund to Original Payment
Approved refunds are returned to the original payment method used at checkout. Please allow 3–5 business days for the refund to appear once processed.
Return Shipping Costs
Return shipping is the customer’s responsibility unless the return is due to our error — such as a faulty, damaged, or incorrect item. We recommend using a tracked service.
How to Return
Three Simple Steps.
Email us at sales@animalhealth.co.uk or call 01268 219806 to get started.
Contact Us
Get in touch with your name, order number, and reason for the return. We’ll review your request and respond within 24 hours with a Return Authorisation (RA) number and instructions.
Pack & Post
Securely package your item and include a copy of your invoice along with your RA number. Use a tracked delivery service — we cannot accept responsibility for returns lost in transit. Proof of postage is not proof of delivery.
Refund Processed
Once we receive and inspect the returned item, we will process your refund within 3–5 business days to your original payment method. You’ll receive a confirmation email when it’s done.
Special Circumstances
Damaged, Faulty & Other Situations.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery so we can resolve it as quickly as possible. Photographic evidence is required to help us investigate. We will arrange a replacement, refund, or credit — whichever you prefer.
Incorrect Items
If you received the wrong item, contact us straight away. We’ll arrange collection and send the correct item at no additional cost to you.
Refused Deliveries
If you refuse delivery without valid reason (e.g. the parcel is not visibly damaged), the order will be refunded minus the original outbound shipping cost and the cost of the return to us.
Shipping Cost Deductions
If your original order qualified for free shipping and you return it for reasons other than fault or error on our part, the shipping cost we incurred will be deducted from your refund.
Exceptions
Items We Cannot Accept Back.
The following cannot be returned unless they are faulty or damaged on arrival:
Need to Start a Return?
Get in touch and we’ll sort it out quickly.
Email sales@animalhealth.co.uk or call 01268 219806 — Mon–Fri, 9am–4pm