Returns & Refund Policy

Your right of cancellation

Consumers Right to Cancel

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

You have the following cancellation rights when you buy online or by phone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

This doesn't affect your statutory rights if goods are faulty or not as described.

If you wish to exercise your right of cancellation, you must retain possession of the goods and take reasonable care of them and you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

You can cancel by email: customer service , or telephone: 0800 193 3515, or write to us : Customer Services, Vetz Petz Europe GmbH, Gramartstrasse at 56a/Top 1, 6020 Innsbruck, Austria.

If you decide to cancel, you must return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

The cancellation provision does not apply to contracts for supply to businesses including veterinary clinics and professionals.


If you are not 100% satisfied with your purchase, please contact us to arrange a full refund within 45 days. For details of our after-sales assistance and/or our complaints handling policy please contact our customer service. This warranty does not affect your statutory rights as a consumer.