Veterinary Medical Products

We are not able to allow the return of veterinary medicinal products. Medicinal items cannot be returned due to reasons of hygiene, possible contamination and directives from the governing body. Medicinal items include all prescription medicines, flea treatments, worming tablets.

All other products

As detailed in the Consumer Contracts Regulations 2014, you are entitled to return an order within 14 days of receipt of the delivery.

Returns procedure for non-medication items

Please either email shop@myfamilyvets.co.uk or call 01761 250 848 to let us know that you wish to cancel or return your order. Please ensure you provide us with your name, order number and contact details. Our customer services team will then provide you with a returns reference number. If you send back items without a returns reference number, we may struggle to process your items.

In order to receive a refund, the items must be unopened and unused, in original packaging and returned to us within 14 days of receipt and must include your name, order number and reason for the return. 

We will contact you with details of your refund, once we receive and process the returned item. We will not compensate you for return postage unless the order is being returned due to our error.

You will receive a refund for the full cost of items returned to us. Please allow 10 days for the money to reach your account. If your refund has not arrived after this time, please contact our customer support team who will be happy to help.

Genuinely faulty goods will be credited by refunding the amount paid for the item in full and return P&P. This does not affect your statutory rights.

When returning an item, the parcel is your responsibility until it reaches us.  

We believe that all our items are of the highest quality and we endeavor to provide you with the best possible service.

If you are not satisfied with our goods for any reason, you should notify us by telephone or email within 14 days of receiving the goods. Our customer support team will then be able to assist you.