If you intend on returning an item, please contact us before posting it.
You may return most items if they are in original, unopened condition and it is within 10 days of successful delivery (see delivery above). If you have just decided you don't want or need the item them (i.e. the item is not faulty or defective), we can offer a full refund of the purchase price, less a restocking fee of 15% of the purchase price.
Exchanges: If you wish to exchange an item that is in it's original, unopened condition, and within 10 days of successful delivery, we do reserve the right to charge a fee of 10% of the returned item's value, to cover the original shipping costs. An extra rural fee will also need to be applied in addition, when sending the exchanged item to a rural delivery address.
All returned items must be suitably protected during transit, using packaging similar to when the item was delivered.
We will not pay the return shipping costs unless the return is as a result of our error (e.g. you received an incorrect or defective item, etc.).
A replacement may be arranged in the case of defective items which will be shipped upon receipt of the returned item.
Note on prescription medication returns: Due to regulations governing the sale of RVMs/prescription medications, we are unable to offer a refund or credit if these are returned (unless there is an error on our behalf).
Hill's food returns: All Hills foods can be returned for either full refund or replacement under their 100% satisfaction/palatability guarantee - please contact us directly if you would like to arrange a Hill's food return. Please also note that any refund applies to the food purchased and does not include the original delivery charge, any return delivery charges or the delivery charges of any replacement foods.
You should expect to receive your refund within four weeks of returning the item, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your returned item, the time it takes us to process your return once we receive it, and bank fund transfer time.
If you need to return an item, either contact us via email or login to your account, view the order using the "Completed Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Refunds will be processed as soon as possible but may take up to 2 weeks.