Returns & refunds

Check before you accept

Because every order is cash on delivery, the simplest remedy is to inspect the parcel at the door. If something is visibly wrong - damaged packaging, the wrong item, a broken seal - refuse the delivery and contact us. Nothing is paid and nothing needs returning.

What can be returned

Within 7 days of delivery, provided the item is unopened, unused and in its original sealed packaging:

• Pet food, treats and supplements
• Grooming products, accessories, collars, bedding and toys
• Equipment and farm hardware
• Anything we sent in error, or that arrived damaged

What cannot be returned

For safety reasons we cannot take back and cannot resell:

• Any medicine, vaccine or biological once it has left our custody. We cannot verify how it was stored, and a broken cold chain is not visible from the outside.
• Prescription-only products, for the same reason
• Opened food, opened supplements, or any item with a broken seal
• Items sold as clearance or near-expiry, which are marked as such at the point of sale

This does not affect your rights where we sent the wrong product, the product was damaged in transit, or the product was already expired or within its expiry blackout on arrival. In those cases we replace or refund in full, and we arrange collection at our cost.

How to start a return

Open the order in your account and request a return, or contact us with your order number. Tell us what is wrong and, where relevant, send a photograph. We respond within one working day.

Refunds

Since orders are paid in cash on delivery, approved refunds are made by bank or mobile-wallet transfer to an account in the name of the person who placed the order. Refunds are issued within 7 working days of us receiving and checking the returned item.