Free Delivery on all orders over £39 *Exclusions Apply*
Refund and Returns Policy
If for any reason you are not fully satisfied with any product you have purchased from us, you can cancel the order and return it to us. You have 14 days from the day you receive your order to notify us if you want to cancel the order or exchange the item.
Please note, any damaged or missing items from your order must be reported within 24 hours of delivery.
How to cancel/return your order
- Email us at [email protected]
- Return your items unopened, unused products to the address on your invoice. Products must be in their original packaging.
- We will refund all non-medicinal products in full (including the minimum delivery cost) if they meet the above conditions. Any return that does not meet the above conditions may not be refunded or replaced.
- Customers are responsible for all return postage costs. We recommend you request a ‘Certificate of Posting’ when returning an item. If your return is proven to be our error, such as a faulty or incorrect product, we will refund the return postage.
This means 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 are also unable to accept the returns of Caninsulin syringes, even if the packaging is unopened.
This regulation is in place to protect the safety of animals, as the returned medicines may have been improperly stored or tampered with. However, we can dispose of the medication for you if required.
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 MEDICINES : flea and worming treatments, or any other product that requires a label (prescription POM or NFA product), you can return it to us, please see your consumer right of return and refund on our terms and conditions for full details.
If an item is faulty we will send a pre-paid envelope for you to return the faulty item and upon inspection will issue either a full refund or a replacement, according to your wishes.
If an item arrives damaged this will need to be reported to us within 7 days of receiving your order. We will request photos of the damage and without these we will be unable to issue a replacement or refund.
If a picking error has occurred then we will need to be notified within 14 days so that we can rectify the problem. Any errors that are reported outside of the 14 days cannot be rectified. It is advisable, when ordering single tablets, to count the tablets upon receipt so that any shortfalls can be brought to our attention and rectified within the 14 days.
For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.
Your statutory rights are not affected by our returns policy.
Cura, 4 Saxon Court, Bishop Auckland, DL14 7UA
Contact us at [email protected] for questions related to refunds and returns