Pet Health Direct aims to provide quality products and services. However, it is possible that an occasion may arise where we are responsible for delivering damaged or incorrect items in your order or you, the customer, may feel that the order is no longer needed. In these instances you may be entitled to a full or partial refund.
If your order hasn’t been shipped and you wish to cancel your order, you are entitled to a full refund, unless otherwise stated. If you wish to cancel your order after it has been shipped, you will need to follow our returns policy for unwanted items.
Due to the nature of our industry some products may not be eligible for a refund. We will make sure that these products are identified to you during the order process.
When an item arrives to you damaged you may be entitled to a full refund. Please follow our returns policy for damaged items.
If your order arrives with incorrect items, you may be entitled to a full refund. Please follow our returns policy for incorrect items.
If your order arrives with items which are missing, you may be entitled to a full refund. Please follow our returns policy for missing items.
How refunds are returned.
Refunds will be made by the same method which you used to pay for your order. We are unable to send a refund to an alternative payment method. Once agreed a refund will be processed and should be back into your account within 7 working days.
If after 7 working days you have not received your refund please contact us by email to firstname.lastname@example.org and quote your order number.