Returns & Refunds Policy

Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. To meet the cancellation deadline, you simply need to let us know you wish to cancel before the 14-day period expires.

Our Extended 30-Day Returns Window

We go beyond the legal minimum. You can return most items within 30 days of delivery for a full refund, as long as they meet the conditions below.

Conditions for Return

To be eligible for a return, items must be:

• Unused, unopened, and in their original condition
• In the original packaging, with seals, tags, and labels intact
• Accompanied by proof of purchase (order number or receipt)

For hygiene and safety reasons, we cannot accept returns of:

• Opened or partially used bags, pouches, tins, or packets of food and treats
• Perishable items
• Items marked "final sale" or "clearance" at the time of purchase
• Personalized or made-to-order items

How to Return an Item

1. Contact us at info@vetshelf.co.uk or 07311134219 within 30 days of delivery, quoting your order number and the reason for return.
2. We'll confirm your return is eligible if product you received are damage/faulty during transit we’ll send you pre paid return label if the return was due to the change of mind or anything else customer will have to return the product back on his own expense.
3. Pack the item securely in its original packaging where possible.
4. Attach the returns label and send it back using the courier.
5. Once we receive and inspect the item, we'll process your full refund.

Refunds

Once we've received and checked your returned item, we'll notify you and issue your refund to your original payment method within 3 days.

Please note your bank or card provider may take a few additional working days to show the refund in your account.

If you cancel under the 14-day cooling-off period (Section 1) before an item has been dispatched, we'll refund you in full, including standard delivery charges, within 14 days of being notified of your cancellation.

Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or different from what you ordered, please contact us within 30 days of delivery. Under the Consumer Rights Act 2015, you're entitled to a full refund, replacement, or repair, and we will:

• Cover all return postage costs
• Offer a full refund or free replacement, whichever you prefer
• Aim to resolve this as quickly as possible, usually within 3 days

This applies regardless of whether the item has been opened, as the fault is not caused by you.

Exchanges

We don't currently offer direct exchanges. If you'd like a different size, flavor, or product, please return your original item for a refund and place a new order.