Returns Policy

Returns policy

This page sets out the returns policy for goods or services purchased through the online store operated by Vince the Vet.

Our policy is valid for a period of 14 calendar days from the date of the purchase. If you would like to return the product for a refund during this period, you may do so provided the conditions below have been met. Please note that if the period of 14 days has lapsed, we can't unfortunately, offer you a refund.


Raw food cannot be returned under any circumstances once delivered. If it is defective for any reason when it arrives, a replacement order will be supplied, or a partial / full refund will be retuned to the card used to make payment, at our sole discretion.

Refund requirements

The following criteria must be met to qualify for a refund:

 - Product is defective
 - Product is not as described
 - Product must be unopened
 - Product must be in original packaging
 - Product must be unused
 - Product must not be damaged 

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. Perishable goods and services which begin as soon as payment is made (e.g. a downloadable product or gift card) are completely exempt from being returned for a refund.

Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us. Once notice of a return is received and accepted by us, you have 14 days to ensure it arrives at the address below. Proof of purchase must accompany the return, and we advise for your protection that you send the parcel using a delivery service that insures the contents for the full value of the products.  

Shipping items

In order to return an order, you must contact us first.

Returns can be mailed to: 89a King Street, Southport, Merseyside. PR8 1LQ. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Contacting us

If an item was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

If you would like to contact us concerning any matter relating to this Refund Policy, you may do so via the contact form, send an email to or write a letter to 419a Lord Street, Southport, Merseyside. PR9 0AG

This document was last updated on January 9th, 2024