Refund Policy

If customers of Equine Health Direct are not entirely satisfied with their order then they are entitled to return the order and receive a full refund.  This will include the minimum costs of shipping the order to you.  Customers must notify Equine Health Direct of their wish to apply for a refund for any items up to 14 calendar days after they receive the item from us.  Contact Us here.  The customer is responsible for the cost of returning the item to us.

We would urge customers to please note that we cannot accept returns of the following items:

  • Prescription medicines: regulatory law prohibits us from accepting returns of this type
  • Perishable items: temperature controlled food or medication
  • Products that you have started to use

Returns of any labelled products will only be accepted if it is due to an error in processing, or for an official recall.

If the customer requests a cancellation of an order 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.

If the customer fails to present a valid prescription after ordering a Prescription Only Medicine, then Equine Health Direct reserves the right to charge a cancellation fee of £10. Any incident of suspected prescription misuse will result in the cancellation of the order and the customer will be reported to the Veterinary Medicines Directorate. 

It is the responsibility of the customer to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from them.  We advise all customers to send return items by recorded post and retain proof of postage.  Without this proof of postage and if we do not receive the item, no refund will be given.  Any damage will result in us being unable to refund part or all of the money paid.

If a received item is faulty, Equine Health Direct will send a pre-paid envelope for the customer to return the faulty item and upon inspection we will issue either a full refund or a replacement, according to their wishes.

If an item arrives damaged this will need to be reported to Equine Health Direct as soon as possible.  Contact Us here. We will request photos of the damaged goods.  If we do not receive photographic evidence of the damaged goods then we will be unable to issue a replacement or refund.

Lost Orders

Equine Health Direct will not consider an order lost until 7 working days after dispatch.  If customers have not received their order within 7 working days of being notified of dispatch then we request that they please contact us so that we can investigate.  Contact Us here.

Medication dispensed under control of Mr T.B Walters MBA BVSc MRCVS (RCVS no. 6197463). VMD Practice no. V9409.

Tom Walters Equine Ltd, trading as Equine Health Direct

Company no. 09237269. VAT no. 195 807 60. Registered Office: 20 Moorland Road, Stoke-on-Trent ST6 1DW.