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Refund Policy

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Returns

We understand that sometimes you might change your mind or no longer need an item. We aim to make the returns process as simple and efficient as possible.

We accept returns for unwanted items within 25 days of purchase, provided they are unused and in their original packaging. All items will be inspected upon return, and refunds will be issued if all conditions are met. Refunds will be processed using the same payment method as the original purchase. This policy does not affect your statutory rights.

As a registered Internet Retailer of Veterinary Medicines (2044630) with the Veterinary Medicines Directorate, PDSA Pet Store is legally unable to accept returns on pharmaceuticals, except in cases of dispatch errors or an Official Recall.

Returning an Item

1. Contact Us

   Email us using our Contact Us page to begin the returns process. Please include your order number and contact details to help our team assist you.

   Please do not return a parcel without getting in touch with a member of our team.

2. Receive a Returns Form

   Our team will send you a returns form. Be sure to print and include this form with your return. Without it, we cannot process your refund.

3. Prepare Your Items

   Ensure all your items are unopened, unused, and in their original packaging before sending them back.

4. Processing Your Refund

   Once we receive and inspect your returned items, we will process your refund (excluding postage costs). Refunds should appear in your account within 10 days.

Refunds (if applicable)
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, within 10 working days.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item please send us an email at petstore@pdsa.org.uk. We will support you through the returns process. 

Shipping 
To return your product, please send us an email at petstore@pdsa.org.uk. We will support you through the returns process and send you a returns form to be included in your parcel. If this is not done, we won't be able to issue you a refund. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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