Shop Policies

Shipping
All items are shipped using Royal Mail first class post. The average delivery time is 3 working days yet items may take longer if purchased at a weekend or during busy postal periods. Multiple purchases may be dispatched from different locations and therefore may arrive on a different day.

To change or cancel an order

If you need to change or cancel an order then you can contact our customer service team by email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone: 01977 604015. You will need to have your date of purchase and order number to hand.

Incomplete orders

Multiple orders may be dispatched from different locations and arrive on different days. If it is clear that your order is missing items then please contact our customer service team by email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone: 01977 604015.

Returns procedure

Address to be returned to:

Vital Pet Health

PO BOX 325

LEEDS

LS26 1DN

Non defective goods

Vital Pet Health will process the refund due to you as soon as possible and in any case within 30 days of receiving the notification to cancel. Vital Pet Health will refund the full price of the product yet will not refund the original delivery charge or any costs in returning the item to us.

Goods should be returned to us within 28 days of delivery and in their original, undamaged packaging. You have a legal obligation to take reasonable care whilst they are in your possession. If you fail to comply with this obligation we may have a right to refuse a refund. This does not affect your statutory rights where the goods are faulty or not as described.

If non-defective goods are returned and found not to be in fully resalable condition or where the packaging is damaged we reserve the right to refuse a refund item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Defective goods

Vital Pet Health will accept your claim of a defective item. We will examine the returned item and notify you of your refund by either post, telephone or email within a reasonable period of time. We will process the refund as soon as possible and in any case within 30 days of our instruction to a refund. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

Non refundable items

We are unable to offer a refund or exchange on personalised goods (e.g. ID tags) unless they have a fault.

Delivery charges

We will refund your original delivery charge when an item is faulty or damaged, but not when the product is unwanted.

Customer financial information
Vital Pet Health does not store customer credit or debit card numbers.