Delivery

Delivery

We aim to provide the highest possible service to our customers and as such we only ever use Royal Mail's Tracked 24 service, not an economy 3-5 day service. This ensures that 96% of orders arrive the day after we dispatch them and have full tracking. We make a charge of £3.99 towards the cost of this service as many customers have told us that they prefer an express delivery service.

All of our products are checked and packaged carefully and we offer to refund the full cost of your item if you change your mind or are unhappy in any way. This does not apply to prescription-only items as we legally cannot accept prescription medicines back for resale once they have left our RCVS-registered premises.

We aim to deliver all UK orders within 1-2 working days and many of our products are received the day after they were ordered.

Refrigerated medications such as Librela and Cytopoint must be sent via Royal Mail Special Delivery. We send temperature-controlled items in insulated packaged with ice packs that are designed to keep the medication between 2-8 degrees for up to 48 hours, however, we do insist that customers ensure they are in to sign for the delivery and store the medication in their fridge as soon as it arrives. Delivery will take place the next working day after we send the 'shipped' email. A signature is required on delivery and items cannot be left unattended. We cannot accept alternative addresses for Special Delivery items as they must be delivered to the property it is addressed to. We make a charge of £8.50 towards the cost of the packaging and delivery fees.

As we use Royal Mail, we can make refrigerated deliveries to Northern Ireland and Scottish Highlands at no extra cost.

Our international shipping rates are £9.99 for European Airmail with tracking and £11.99 for orders to the rest of the world.

Returns

Non-prescription items: We offer a hassle-free returns policy. If, for whatever reason you change your mind about a product within 7 days of receiving it then contact us and we will refund you 100% of the value of that product upon its return. The product must, however be in its original packaging otherwise no refund will be given. If the order is being refunded because of our error, you will also receive the postage costs for returning the item to us. Otherwise no refund for postage will be given unless the goods prove to be faulty. This does not affect your statutory rights.

We strongly recommend that any goods being returned are sent using Royal Mail recorded or special delivery. Products purchased from www.vetdispense.co.uk that are being returned are your responsibility until they arrive at our premises.

Prescription only items: Unwanted prescription-only items should be disposed of in accordance with the guidelines issued by the Environment Agency. Alternatively they can be returned to us at Vetdispense for disposal (return postage at your own expense). No refund can be given for unwanted prescription-only medications as they can not legally be re-sold once they have left our registered premises. We advise customers to check their delivery address carefully during the check-out process as items that are not delivered due incorrect address details being used will not be eligible for refunds.

Very rarely and due to circumstances beyond our control, occasionally some items may take up to 7 days to be delivered so we always recommend, particularly with prescription-only products, placing your order 1-2 weeks before you expect to run out.