Return Policy

1. Delivery

1.1 Delivery costs. The costs of delivery are as follows:

(a) deliveries to addresses within the mainland UK are free for orders over £99.00 excluding VAT, orders less than this attract a contribution charge of £6.00 +VAT;

(b) for deliveries to addresses outside of the UK mainland, please contact us by telephoning 01553 819590 to discuss your delivery requirements.

1.2 The countries we ship to. Unfortunately, we do not accept orders for veterinary medicines from or deliver such items to addresses outside the UK. Please note that we may be unable to supply certain animal feed items or chemicals to addresses outside of the UK. Please contact us on 01553 819590 if you would like to order any of these products for delivery to addresses outside the UK. Payments made for orders by debit or credit card will only be dispatched to a UK mainland address. For orders for all other products and for orders which are not made by debit or credit card, we ship internationally.

1.3 When your order will be shipped. The estimated delivery times are set out on our website. Unless otherwise stated we aim to dispatch your goods within 24 hours. Once we have dispatched your order, we will send you an email or text (if you have signed up for text alerts) confirming that your order is on its way. You may also receive an email or text alert from our courier company confirming that your order is on its way.

1.4 Special instructions for medicines. Please note that for all veterinary medicines ordered, a signature will be required on delivery so please make sure that someone is available to receive the products.

1.5 Special instructions for storage. Please also be aware that certain products may require specialist storage treatment such as temperature control. Please make sure that you store such items in accordance with these instructions. We may have to suspend delivery of such items in accordance with clause 8 to ensure that such specialist storage treatments are maintained. This will mean that those items may not be dispatched on a Friday but will be dispatched on the following Monday (unless it is a Bank Holiday).

1.6 If you are not available when the product is delivered. If no one is available at your address to take delivery and (in the case of small items) the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery (if possible) or collect the products from a local depot

1.7 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

1.8 If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.

1.9 When you become responsible for the products. A product will be your responsibility once delivered.

1.10 When you own products. You own a product once we have received payment in full.

1.11 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, a prescription from your veterinarian. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

1.12 Customs duties and taxes. You will be responsible for any customs duties or taxes and any other customs requirements when importing products into a country outside of the EU. Any such customs duties or taxes may be significant and so please ensure you confirm the position before placing your order. We are not responsible for any such customs duties or taxes, nor are we responsible for any parcels returned for unpaid customs duties or taxes and we will not issue refunds under these circumstances.

1.13 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

2. Suspending delivery

2.1 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

(a) deal with technical problems or make minor technical changes;

(b) update the product to reflect changes in relevant laws and regulatory requirements;

(d) take account of special storage instructions

2.2 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than ten (10) consecutive working days in any calendar month, then we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than ten (10) consecutive working days in any calendar month and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

2.3 This clause applies to business customers only. We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within ten (10) working days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue amounts at the rate of 2% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount.

3. Your right to return the products and end the contract

This clause applies to consumers only

3.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a) if what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back);

(b) if you want to end the contract because of something we have done or have told you we are going to do, see clause 10.2;

(c) if you have just changed your mind about the product, see clause 10.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you may have to pay the costs of return of any products.

3.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to;

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than ten (10) consecutive working days in any calendar month; or

(e) you have a legal right to end the contract because of something we have done wrong.

3.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within fourteen (14) days and receive a refund.

3.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

(a) any veterinary medicinal products purchased with a prescription or items which come with special storage instructions such as temperature controls;

(b) any feed products that have a short shelf life;

(d) any products which become mixed inseparably with other items after their delivery.

3.5 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products, unless:

(a) Your products are split into several deliveries over different days. In this case you have until fourteen (14) days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.

(b) Your products are for regular delivery over a set period (for example once a month). In this case you have until fourteen (14) days after the day you (or someone you nominate) receives the first delivery of the products.

4. How to end the contract with us (including if you have changed your mind)?

This clause applies to consumers only

4.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) Phone or email. Call customer services on 01553 819590 or email us at info@dandhdirect.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b) Online. Complete the form on our website.

(c) By post. Print off the form and post it to us at the address on the form. Or simply write to us at the following address, including details of what you bought, when you ordered or received it and your name and address: D&H Direct, Customer Services, Deerfields, Lynn Road, Setchey, Kings Lynn, Norfolk, PE33 0BD United Kingdom.

4.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. Please post them back to us at D&H Direct, Customer Services, Deerfields, Lynn Road, Setchey, Kings Lynn, Norfolk, PE33 0BD United Kingdom or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01553 819590 or email us at info@dandhdirect.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the products within fourteen (14) days of telling us, you wish to end the contract.

4.3 When we will pay the costs of return. We will pay the costs of return:

(a) if the products are faulty or misdescribed;

(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

4.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

4.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

4.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

5. Our rights to end the contract

5.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within ten (10) working days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, a prescription from a veterinarian;

5.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 12.1of the terms & conditins, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract which may include a handling fee of up to 10% of the order value.

5.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least five (5) working days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

5.4 Recalls. We may end the contract if we need to recall any of the products purchased for any reason. If we need to recall the products, we will contact you to arrange return or collection and replace the products or provide you with a refund or issue you with a credit note.

6. Ending business contracts and returns

This clause applies to business customers only

6.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought and whether there is anything wrong with it. If what you have bought is faulty you may have a right to end the contract (or to get the product replaced or to get some or all of your money back).

6.2 Examining your purchases. As soon as you receive a product, please make sure that you examine it to make sure that:

(a) it is the correct product or correct number of products; and

(b) if it is the correct product, that it has no defects.

6.3 How to tell us if there is a problem. You must tell us within 48 hours of delivery if there is a problem with any of the products ordered. Please let us know by doing one of the following:

(a) Phone or email. Call customer services on 01553 819590 or email us at info@dandhdirect.com. Please provide your name, address, details of the order and, where available, your phone number and email address.

(b) Online. Complete the form on our website.

6.4 Failure to tell us. If you fail to tell us about the problem within forty-eight (48) hours, you will have no right to reject the products and receive a replacement or refund.

6.5 Wrong quantity. If we have delivered the wrong quantity and you have informed us of this within the forty-eight (48) hour period, we will:

(a) where there is a shortfall, deliver to you the rest of the order; and

(b) where we have delivered too many products, please follow the returns policy below in relation to the excess products. Please call customer services on 01553 819590 or email us at info@dandhdirect.com for a return label or to arrange collection. If you are returning excess products, please post them back to us at D&H Direct, Customer Services, Deerfields, Lynn Road, Setchey, Kings Lynn, Norfolk, PE33 0BD United Kingdom within seven (7) days of receipt or (if they are not suitable for posting) allow us to collect them from you within seven (7) days of receipt.

6.6 Wrong item. If we have delivered the wrong item and you have informed us of this within the 48-hour period, please call customer services on 01553 819590 or email us at info@dandhdirect.com to arrange delivery of the correct item and to obtain a return label or to arrange collection. If you are returning incorrect items, please post them back to us at D&H Direct, Customer Services, Deerfields, Lynn Road, Setchey, Kings Lynn, Norfolk, PE33 0BD United Kingdom within seven (7) days of receipt or (if they are not suitable for posting) allow us to collect them from you within seven (7) days of receipt. We will arrange delivery of the correct item.

6.7 Returning faulty products. If you have told us about any defective products within the prescribed time period and we do not dispute this, please post them back to us at D&H Direct, Customer Services, Deerfields, Lynn Road, Setchey, Kings Lynn, Norfolk, PE33 0BD United Kingdom within seven (7) days of receipt or (if they are not suitable for posting) allow us to collect them from you within seven (7) days of receipt. We will then refund you in accordance with the below provisions or arrange for replacement products to be delivered to you.

6.8 Other returns. We may in exceptional cases allow you to return products if we have agreed that you may. We may in such cases require that you pay the cost of the return. Please note that we cannot accept returns in respect of the following items unless there is a delivery error or the item is defective:

(a) veterinary medicinal products purchased with a prescription;

(b) feed products that have a short shelf life;

(d) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

(e) products which become mixed inseparably with other items after their delivery. If we have agreed that you may return products, you may only be entitled to an exchange or credit note and not a full refund.

6.9 Status of returned products where we have made a delivery error. If you are returning products because there has been a delivery error, all returned products must be in perfect original condition; not marked in any way; should not show any evidence of being tampered with, including the opening of the outer packaging of the product. A product whose inner packaging has been opened cannot be accepted for return for exchange or refund for legal reasons.

6.10 When we will pay the costs of return. We will pay the costs of return: (a) if the products are faulty; (b) if we have delivered an excess of products to you.

6.11 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

6.12 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. Please note that where we permit you to return goods under clause 13.8 and there is no fault on our part, we may charge you a handling fee of up to 10% of the order value for the returned products.

7. When we can end a business contract

This clause applies to business customers only

7.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within ten (10) working days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, a prescription from a veterinarian;

7.2 You must compensate us if you break the contract. If we end the contract in the situations set out, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract which may include a handling fee of up to 10% of the order value.

7.3 Recalls. We may end the contract if we need to recall any of the products purchased for any reason. If we need to recall the products, we will contact you to arrange return or collection and replace the products or provide you with a refund or issue you with a credit note