Returns & Refunds
At Thompson House Equine Vets, we want you to be completely satisfied with your purchase. We aim to resolve any issues quickly and fairly.
As many of our products are shipped directly from our wholesalers and suppliers, certain conditions apply to returns and refunds.
Faulty, Damaged or Incorrect Items
If your item arrives:
- damaged
- faulty
- defective
- incorrect
- or unusable
please contact us within 48 hours of delivery with:
- your order number
- a description of the issue
- clear photographs of the product and packaging where possible
Once reviewed, we will either:
- arrange a replacement product, or
- issue a full refund
depending on the nature of the issue and product availability.
Missing or Non-Delivered Orders
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible.
Where a parcel is confirmed as lost or undelivered, we will:
- send a replacement item, or
- provide a full refund
at our discretion.
Please ensure the delivery address provided at checkout is correct, as we cannot be responsible for delays or losses caused by incorrect customer information.
Change of Mind Returns
Due to the nature of veterinary and animal healthcare products, we are generally unable to accept returns for:
- opened products
- used products
- supplements with broken seals
- perishable items
- items returned for hygiene or safety reasons
Unopened and unused items may be considered for return within 14 days of delivery, subject to supplier approval.
Customers are responsible for return postage costs unless the item is faulty or incorrect.
Any approved return must be:
- unused
- unopened
- in original packaging
- in resalable condition
Refunds will only be processed once the returned item has been received and inspected.
Non-Returnable Items
The following items are non-returnable unless faulty:
- opened supplements
- customised or special-order products
- prescription-only medicines
- chilled or temperature-sensitive products
- clearance or sale items
Refund Processing Times
Approved refunds are usually processed within 5–10 working days back to the original payment method.
Please note that banks and payment providers may take additional time to display the refund in your account.
How to Contact Us
For all returns and refund enquiries, please contact:
Thompson House Equine Vets
Email: info@thvet.co.uk
Phone: 01257 422618
Please include your order number in all correspondence.
Consumer Rights
This policy does not affect your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.