Refund policy

Returns 

To be eligible for a return or exchange, the item must be unused and in the same condition that you received it. It must also be in the original packaging.  

Items that cannot be returned

• Perishable items i.e. temperature controlled food/medication
• Used / Partly used products
• Medicaton due to regulatory law, we cannot accept the return of any medication

To receive a refund you must notify us within the 14 day period starting when you received the order. The 14 working day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to return them for a refund, however we must be notified within 3 working days of receipt.

For all items returned after the 14 day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. 

Goods which arrive with minor faults or damage will be replaced (or a credit provided) if there is a reasonable chance that they will be adversely affected by that damage. This can apply to part of an order only. If for instance an order contains multiple tins or other containers of food and some are damaged, we will undertake to provide a credit for the damaged items only. If you would prefer not to accept the whole order then you can return it to us at the below address or we can help arrange a collection.

All returns require prior authorisation. Any items returned with no authorisation may result in refunds not being issued. If you are unable to arrange a return then we can assist, however this will normally cost around £15.

To obtain return authorisation you must email us at hello@petremedies.co.uk on all prescription products, supplements or any other products on Petremedies site.

Note - As as a responsible, licensed supplier of Veterinary medicines, your pets welfare is at the heart of our business - as such we are unable to accept returns of Medicaton.

Returns Address:

Petremedies (Pharma Group Holdings Ltd)

Unit 10a Parc Caer Seion

LL32 8FA

Conwy (Wales)

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or Missing Refunds 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@petremedies.co.uk 

Exchanges

If you would like to exchange a product, send us an email at hello@petremedies.co.uk or call 01492 593062.  Exchange of products is at our discretion.