Refund policy
Prescription Only Medications
Please DO NOT continue unless You have a valid UK prescription, or Your UK vet is going to send the prescription directly to us, or This is a repeat order and we already hold the prescription on file. If you proceed and fail to provide a valid prescription, the order for the prescription product will be cancelled and refunded, minus a £5.00 administration fee. Please order directly from our website for further information.
Returns
Medication
Unfortunately, as a licensed supplier of veterinary medicines, governed by The Royal College of Veterinary Surgeons (RCVS) and Veterinary Medicine Directorate (VMD), we are unable to offer a refund for medications as these goods cannot be offered for resale. This regulatory law exists to ensure the safety of your animal, as the returned medicines may have been subject to improper storage conditions or tampered with. However, we are happy to dispose of medication safely for you.
It should be noted that, unfortunately, we cannot accept returns of any labelled products, including prescription medicines and flea and worming products. If the customer has requested a cancellation but the order has already been dispatched then we will not be able to cancel and refund the order. This also applies if the customer has ordered the incorrect dosage. Returns of any labelled products are only acceptable if it is due to an error in processing, or for an official recall.
We would hope that all of our customers are happy with the products that they purchase, however even if you just change your mind about a product (this does not include flea and worming treatments, or any other product that requires a label (prescription POM or NFA product), you can return it to us, please see your consumer right of return and refund on our terms and conditions for full details.
If an item is faulty we will send a pre-paid envelope for you to return the faulty item and upon inspection will issue either a full refund or a replacement, according to your wishes.
If an item arrives damaged this will need to be reported to us within 7 days of receiving your order. We will request photos of the damage and without these we will be unable to issue a replacement or refund.
If a picking error has occurred then we will need to be notified within 14 days so that we can rectify the problem. Any errors that are reported outside of the 14 days cannot be rectified. It is advisable, when ordering single tablets, to count the tablets upon receipt so that any shortfalls can be brought to our attention and rectified within the 14 days.
For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.
Your statutory rights are not affected by our returns policy.
Return Address
Unit 3, York North Business Park, Goose Lane, Sutton-on-the-Forest, York YO61 1ET
Customer Support
Office hours 8:30am - 4:00pm Monday to Friday (we are not open at weekends or on Bank Holidays)
Email: hello@vetmedi.co.uk
If you have any questions or concerns regarding your order, please email our Customer Care team
