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Return Policy

Return Policy

Pet Health Direct aims to provide quality products and services which will meet and exceed your expectations. It is however possible that an occasion may arise where nupsalapharmacy.co.uk is responsible for delivering a damaged/incorrect order or you, the customer, may feel a product is no longer needed.

Unwanted Items

In the event that you decide that you no longer require any or all items nupsalapharmacy.co.uk will allow you to return items providing this is done within 14 working days of the date of delivery. If you are returning unwanted items then please contact Pet Health Direct via email and send us the following information:-

  1. Your Name
  2. Your Order Number
  3. Full Contact Details
  4. A list of the products you wish to return

Or you can fill in our returns form.

Cancelled orders should be returned to Pet Health Direct at the customer’s expense.

Please note that due to the industry in which we operate, we are not allowed to refund certain medicines.

Damaged Items

Pet Health Direct aims to provide an exceptional level of quality and service to our customers. However, we understand that on occasions damages can occur during transit. We advise the customer to check for any damaged items immediately upon receiving their goods. If damages are found then please contact Pet Health Direct within 14 working days of the day of delivery via email so we can rectify the problem quickly and efficiently.

Upon contacting us, please send us the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. A full description of the damages
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of receiving a damaged item, Pet Health Direct will refund all postage and packaging costs incurred to the customer when sending the entire order back to us.

Incorrect items

In the unfortunate case that Pet Health Direct has sent the wrong order then we will require you to return the entire order to us in its original state. Furthermore, upon sending us your entire order it is also necessary for you to contact us via email and provide us with the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are incorrect
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of an incorrect item, Pet Health Direct will refund all postage and packaging costs incurred to the customer when sending the entire order back to us for correction.

Missing items

In the unfortunate case that Pet Health Direct has delivered an order with items missing we recommend that the customer checks through the packaging thoroughly and checks items received against the accompanying invoice. If the customer is positive that part of an order is missing then we will require you to send us your entire order in its original state to Pet Health Direct and for you to contact us within 3 working days of delivery via email so that we can rectify the problem quickly and efficiently.

When contacting us we will require the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are missing
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of a missing item, Pet Health Direct will refund all postage and packaging costs incurred to the customer when sending the entire order back to Pet Health Direct for correction.


How to return orders

All returns are evaluated before being processed. Pet Health Direct will not accept returns without prior approval from ourselves. Once a return is approved you will be given a returns authorisation number.   After a number has been assigned to your order, the customer must return the items from the order or the entire order in exactly the same condition it was delivered in with a clear note in or on the packaging with the returns authorisation number. Please do not put the returns number on the product. 

Returns sent without an authorisation number will not be processed. They will either be returned to you at your expense, or if the sender is unknown the return may be destroyed.

After assessing the products, Pet Health Direct will contact the supplier to organise a refund where applicable. 

When a refund has been agreed upon, the refund will be made in the same method that was used to pay for the order Pet Health Direct are unable to refund any balance into any other account. Please allow for 7 working days for refunds. Your statutory rights are not affected.