Returns

VetRelieve Ltd

35 Wilkinson Street

Sheffield

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 at 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.

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 issue a full refund for the value of the goods via your original method of payment. 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. For the avoidance of doubt, VetRelieve shall not be responsible for items lost or damaged whilst in transit.

Please note we cannot accept returns of washed and/or used beds/covers/mattresses unless they are faulty. Returned goods found to be used, damaged, or marked will not be refunded or exchanged and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us.

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.

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VetRelieve 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 received a damaged or wrongly despatched item and can provide photographic evidence VetRelieve will organise a return for this product.

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.

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 phone or 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 will not be refunded or exchanged unless by prior agreement and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at VetRelieve’s discretion.

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.