Return and Refund Policy

Your right of withdrawal

Right of Withdrawal

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

You have the following cancellation rights when shopping online or over the phone:

You have the right to end your contract if you wish, provided that you exercise your right no longer than 14 days from the day you receive the goods or services.

This does not affect your statutory rights if goods are faulty or not as described.

If you wish to exercise your right of withdrawal, you must take possession of the goods and treat them with reasonable care and inform us of your decision to withdraw from this contract by means of a clear statement, including your name and geographic address, details of the Order you wish to cancel and, if available, your phone number and email address.

You can cancel by email:, or by phone:  0800 193 3515 or write to us: Customer Service, Vetz Petz Europe GmbH.

If you decide to cancel you must return the goods to us at your own expense within 14 days of such cancellation and we will refund you (through the payment method used for the original transaction) the amount relating to the goods in respect of which cancellation rights exist. This includes shipping costs (excluding the additional costs incurred if you choose a shipping method other than our standard and cheapest shipping method).

We may make a deduction from the refund for diminished value of the goods supplied where the loss is the result of unnecessary handling by you. We will make the refund no later than 14 days after the day we receive the returned goods that you have supplied.

The cancellation policy does not apply to contracts for delivery to entrepreneurs, including veterinary clinics and freelancers.


If you are not 100% satisfied with your purchase, please contact us to arrange a full refund within 45 days. For details of our customer service and/or complaint handling policy, please contact our Customer Service Department . This guarantee does not affect your statutory rights as a consumer.