Refund policy

We are dedicated to excellent customer service, so if you aren’t happy with the product you have received or change your mind before dispatch we will be happy to assist you.

If you wish to cancel your order prior to dispatch please contact our customer services on info@vetrelieve.com. Already dispatched orders cannot be cancelled or changed and must be returned to us for a refund using the process below, or you can reject the parcel from the courier.

If you wish to return your whole order once it has been dispatched, and the goods are in a resalable condition, unused and undamaged, and in their original packaging, please let us know within 14 days of receiving your parcel so the goods can be returned.

Please inform us via email at info@vetrelieve.com.

Please note that bespoke items made to measure cannot be returned unless faulty.

You will then need to return the whole order to us, at your own expense, within 14 days of this notification. Once we receive the whole order back, we will refund the full value of the goods, plus the original standard delivery charge you paid, via your original method of payment. We will do this without undue delay and within 14 days of receiving the goods back (or of you sending us proof that you have returned them, if that is earlier). Please ensure that you include a copy of your original purchase confirmation within the parcel you are returning so that we know who it is from.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. For your protection, we advise you to insure the package for the full amount of the invoice plus postal or shipping charges. If you arrange the return yourself, the goods remain your responsibility until they reach us, so please pack them carefully and keep proof of postage. Where we arrange the return of a faulty, damaged or wrongly despatched item, it remains our responsibility in transit.

Please note we cannot accept returns of washed and/or used beds/covers/mattresses unless they are faulty. You may handle the goods to check them, but please do not wash or use them. If a returned item has been handled more than is needed to inspect it, or has been damaged through poor packaging on its way back to us, we may deduct an amount from your refund to reflect the loss in value of the goods.

If an undamaged item is returned to us outside of the 14-day time frame, we have the right to refuse the return, or in certain circumstances, we may issue a (partial) refund via credit note at VetRelieve’s discretion.

We try to process returns as soon as possible once they have reached us. We will inspect the returned item and will notify you of your refund via email.

Returns – damaged or defective goods

VetRelieve’s products should meet or exceed your expectations. However, in the event that you are dissatisfied with your order, please notify VetRelieve of the problem as soon as reasonably possible.

We may ask you to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, we may ask you to return the item to us at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge). Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

If you received a damaged or wrongly despatched item and can provide photographic evidence VetRelieve will organise a return for this product. Please note that returns of damaged or defective goods must be organised through info@vetrelieve.com in order to be traced. VetRelieve do not take responsibility for any Product lost in transit if this has not been organised by VetRelieve.

Please repack your item with care using all the original packaging or a suitable alternative as the goods are your responsibility until they reach our warehouse.

We try to process returns as soon as possible once they have reached our warehouse. We will inspect the returned item and will notify you of your refund or replacement via email.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If this is not possible we will contact you via email.

If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

We cannot accept returns of washed and/or used beds/covers/mattresses unless by prior agreement

Returned goods found to be used, damaged, marked or scratched may be refused or have a deduction applied unless the damage or fault is covered by your statutory rights or by prior agreement. We may issue a partial refund via credit note at VetRelieve’s discretion.

If an item is faulty, you also have legal rights under the Consumer Rights Act 2015, including a short-term right to reject faulty goods within 30 days and rights to a repair, replacement or refund. Nothing in this policy affects those rights.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear. Please make sure to read all care instructions on the care instructions sent with the product. If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

VetRelieve Ltd, 35 Wilkinson Street, Sheffield, S10 2GB. Registered in England and Wales No. 14834572. VAT registration number: 452319993. Email: info@vetrelieve.com