Refund policy

At OVVET Group, we want you to be delighted with your purchase. If something is not right, we will always do our best to resolve the matter quickly, fairly and professionally.

Please read the following information regarding returns, refunds and delivery issues.

If you change your mind about a purchase, you may request a return within 14 days of receiving your order.

To qualify for a return:

• Products must be unused, unopened and in their original condition.
• Products must be returned in their original packaging
• Items must not be damaged, opened, contaminated or unsuitable for resale.

Please contact us before returning any item so we can provide return instructions.

Please note: Return postage costs for change-of-mind returns remain the responsibility of the customer.

Original shipping charges are non-refundable unless required under your statutory rights.

We recommend using a tracked service and retaining proof of postage.

Due to hygiene and product safety considerations, opened, used or partially used products cannot be returned or refunded unless faulty or damaged on arrival.

This includes situations where:

• A pet refuses the product
• A pet dislikes the taste or smell
• The product has been opened, used or partially consumed
• The product has been exposed to contamination after delivery.

This policy helps us protect product quality, safety and customer confidence.

If your order arrives damaged, incomplete, incorrect or appears to have been affected during transit, please notify us within 48 hours of delivery.

To help us resolve the issue quickly, we may request:

• Photographs of the product(s)
• Photographs of the packaging and shipping label
• A brief description of the issue
• This information helps us investigate with the courier and arrange a replacement, refund or resolution where appropriate.

Examples include:

• Damaged packaging on arrival
• Broken or faulty packaging
• Incorrect item received
• Missing item(s).

Claims reported outside this period may be more difficult to investigate with courier partners.

If you believe a product is faulty, please contact us as soon as possible with details of the issue, at info@ovvet.co.uk.

Depending on the circumstances, we may ask that the product be returned for inspection before a refund or replacement is issued.

Where a genuine manufacturing fault is identified, OVVET Group will arrange an appropriate resolution, including replacement, refund or exchange.

If your parcel has not arrived as expected, please contact us within 7 days of the expected delivery date so we can investigate with the courier.

In some cases, courier investigations may require additional time before a replacement or refund can be authorised.

Once a return or claim has been reviewed and approved, refunds will normally be processed back to the original payment method.

Please allow up to 5-10 working days for funds to appear depending on your payment provider or bank.

Nothing within this policy affects your statutory consumer rights under applicable UK consumer protection laws.