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Can I Return Pet Medication or Get a Refund?
What can and can't be returned, and how to arrange it
Quick Answer
- Contact us within 5 days of receiving your order if you're not satisfied
- Prescription and non-prescription animal medicines, vaccines and temperature-sensitive products generally can't be returned or refunded
- If an item is faulty or damaged in transit, we'll sort this out for you
- This doesn't affect your statutory rights
How to Arrange a Return
- Contact us within 5 days of receiving your order if you're not satisfied for any reason.
- Email info@petmeddirect.co.uk with your order reference number.
- If your order arrived damaged, you may be asked to provide photographic evidence.
- Keep the item in its original packaging and condition while we sort things out.
Please Note
Items That Generally Can't Be Returned or Refunded
- Prescription and non-prescription animal medicines
- Vaccines
- Refrigerated or temperature-sensitive products
- This includes items ordered in error, unless you contact us before dispatch to cancel
Postage and Refunds
The parcel remains your responsibility until it reaches us. You're responsible for return postage costs unless the return is due to an error by Pet Med Direct or a faulty product.
If the return is our mistake, or the item is genuinely faulty, you'll receive a full refund or replacement, and we'll cover the return postage costs (UK and Ireland only).
Returning Refrigerated Items
- Refrigerated items can only be returned in exceptional circumstances
- If this applies to you, they must be sent back using a tracked cold chain courier service to protect the product
- If you are unsure whether your situation qualifies, please contact Pet Med Direct and we can check this for you
How Pet Med Direct Can Help
If you need to send something back, our return address is Pet Med Direct, 47 Old Coach Road, Templepatrick, BT39 0EX, United Kingdom. Keep your invoice or dispatch note as proof of purchase.
Frequently Asked Questions
Can I return medicine simply because my pet didn't need it?
For safety and regulatory reasons, prescription and non-prescription animal medicines generally can't be returned once dispatched. If you're unsure about your specific situation, please contact Pet Med Direct and we can check this for you.
What if my order arrived damaged?
Contact us within 5 days with your order reference number. You may be asked for photographic evidence of the damage so we can sort this out for you.
Who pays for return postage?
You're responsible for return postage unless the return is due to our error or a faulty product, in which case we cover the return postage costs within the UK and Ireland.
Does this affect my legal rights?
No, this policy does not affect your statutory rights.
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This this article is for informational purposes only and does not constitute veterinary advice.
If you are concerned with your pet’s health, please consult a qualified veterinarian.
If you are concerned with your pet’s health, please consult a qualified veterinarian.