Returns & Refunds

This page explains when an order from Nature Vet Shop can be returned, how refunds work, and what we cannot accept back.

What we cannot accept back

Veterinary medicines are temperature-sensitive and their storage cannot be verified once they leave our control. For the safety of animals treated with them, we cannot accept returns of opened, used or unsealed medicines, and we cannot resell returned medicines.

This does not affect your rights where the goods arrived damaged, incorrect or past their expiry date.

When we will replace or refund

Contact us within 14 days of delivery if:

• the product arrived damaged or leaking;
• you received the wrong item;
• the quantity delivered does not match your order;
• the product was already past, or very close to, its expiry date on arrival.

In these cases we will send a replacement at our cost, or issue a full refund including the original shipping charge.

How to make a claim

1. Email info@naturevetshop.com with your order number.
2. Attach photographs of the outer packaging, the product and its batch or expiry label.
3. Keep the product and its packaging until the claim is settled.

We answer claims within 3 business days.

Unopened products

Sealed, unopened products in their original packaging may be returned within 14 days of delivery if the cold chain and storage conditions were maintained. Return shipping is paid by the customer, and the refund covers the product price but not the original shipping charge.

Do not send anything back before contacting us — returns sent without prior agreement cannot be processed.

Cancelling before dispatch

An order can be cancelled in full for any reason as long as it has not yet been dispatched. Email us as soon as possible with your order number.

Refund timing

Approved refunds are issued to the original payment method within 5–10 business days of us agreeing the claim. How quickly the money appears on your statement then depends on your bank or card issuer.

Orders held or seized by customs

Import rules differ by country. Where an order is held, returned or destroyed by customs because the product is not permitted at the destination, we cannot issue a refund. Please check your national rules before ordering.

Contact

Email info@naturevetshop.com or call +380 9388 90161.