Returns Eligibility

We accept returns of new, unused and unopened products within fourteen (14) days of delivery.

Returned items must be in their original condition and packaging. This returns policy is offered as a commercial courtesy and does not apply to bespoke or non-returnable products.

How to Arrange a Return

All returns must be authorised before goods are sent back.

Please contact us using one of the following methods:

• Phone: 01622 834300
• Email: [email protected]

You will be issued a returns form, which must be completed and included with the returned goods. Returns received without prior authorisation or documentation may be delayed or refused.

Return Shipping

Customers are responsible for all return shipping costs. We do not offer prepaid or reimbursed return postage for non-faulty goods.

We strongly recommend using a tracked and insured delivery service. Burton’s Veterinary cannot accept responsibility for items lost or damaged in transit.

Refunds

• Refunds are issued to the original payment method only
• Refunds are processed within 5–10 business days of receipt and inspection
• Refunds apply to the cost of goods only

Original delivery charges are non-refundable unless otherwise required by law or agreed in writing.

Exchanges

We do not offer direct exchanges. If you wish to replace an item, please return the original product in accordance with this policy and place a new order.

Non-Returnable Items

The following items cannot be returned unless they are faulty:

• Bespoke or special-order products
• Sterilised items that have been opened
• Used, damaged, or incomplete items

Faulty, Damaged or Incorrect Goods

If goods are received faulty, damaged, or incorrect, please notify us as soon as possible using the contact details above.

Faulty goods will be handled in accordance with our Terms & Conditions and applicable law. Where appropriate, we will arrange repair, replacement, or refund.