Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@mypetscript.co.uk Please note that returns will need to be sent to the following address: Co MyPetScript, Covetrus, College Mains Road, Dumfries, DG2 0NU  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@mypetscript.co.uk 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, as a licensed supplier of veterinary medicines, governed by The Royal College of Veterinary Surgeons (RCVS) and Veterinary Medicine Directorate (VMD), we are unable to offer a refund for medications as these goods cannot be offered for resale. This regulatory law exists to ensure the safety of your animal, as the returned medicines may have been subject to improper storage conditions or tampered with. However, we are happy to dispose of medication safely for you.

It should be noted that, unfortunately, we cannot accept returns of any labelled products, including prescription medicines and flea and worming products. If the customer has requested a cancellation but the order has already been dispatched then we will not be able to cancel and refund the order. This also applies if the customer has ordered the incorrect dosage. Returns of any labelled products are only acceptable if it is due to an error in processing, or for an official recall.

We would hope that all of our customers are happy with the products that they purchase, however even if you just change your mind about a product (this does not include flea and worming treatments, or any other product that requires a label (prescription POM or NFA product), you can return it to us.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@mypetscript.co.uk