Returns & Refunds

What can be returned

Unopened, undamaged products in their original packaging may be returned within 14 days of delivery for a refund less the original shipping cost, provided they have been stored in accordance with the label.

Contact us before returning anything so we can issue a return reference. Returns arriving without one cannot be matched to an order.

What cannot be returned

Opened containers. Once a vial, bottle or syringe has been broached we cannot verify what has happened to it, and we will not resell it to another customer.

Cold chain products. Once a temperature-controlled item has left our custody its storage history is unknown to us. This is a safety requirement, not a commercial preference.

Prescription medicines, once despatched. Chain-of-custody rules for prescription veterinary medicines do not permit return to saleable stock.

Products stored outside labelled conditions, whether or not opened.

Items returned after 14 days.

Our errors

Different rules apply where the fault is ours. If a product arrives damaged, incorrect, out of specification, past its expiry, or with a batch number that does not match its release documentation, we replace or refund it in full including shipping. There is no 14-day limit on this and you do not pay return carriage.

Report it with photographs of the product, the packaging and the batch number, and keep the item until we have agreed what happens to it.

Cold chain failures

If a temperature-controlled consignment arrives warm, photograph the packaging and any temperature indicator and contact us before storing it. We will assess and replace where the cold chain has failed in transit.

Refunds

Refunds are issued to the original payment method within 10 working days of us receiving and inspecting the return, or of agreeing a claim.

Where the original payment was by cryptocurrency, refunds are made in the same asset at the rate applying on the refund date, or by bank transfer at your election.

Cancelling before despatch

Orders can be cancelled without charge at any point before despatch. Contact us as early as you can — same-day despatch means the window is short.