Changed your mind, tried an eligible product and are not satisfied, or received something faulty? This policy explains the different return routes available to UK customers — including our 90-Day Money-Back Guarantee.
This policy sits alongside your rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Our 90-Day Money-Back Guarantee is an additional voluntary promise. It does not replace, reduce or restrict any statutory rights that apply to your order.
For most eligible goods bought online, you may tell us that you wish to cancel within 14 days after the day your order is delivered. You do not need to give a reason.
After telling us that you wish to cancel, you normally have a further 14 days to send the goods back.
Certain statutory exceptions may apply to specific goods or circumstances. If an exception applies to your order, we will explain it clearly.
Eligible Omnipetcure products are covered by our voluntary 90-Day Money-Back Guarantee.
The 90-day period starts on the date your order is delivered. If you are not satisfied after using the eligible product as directed, contact our customer care team within 90 days of delivery to request a refund.
You do not need to show that the product is faulty or prove a specific result. The guarantee is designed to give you time to try the product consistently and decide whether it is right for your pet.
To make a guarantee request:
Opened products: Opened, empty or almost-empty eligible jars do not need to be returned under the guarantee.
Unopened products: If unopened jars remain, we may ask you to return them before a full refund is completed. Please contact customer care before sending anything back.
If your eligible order contained multiple jars of the same product, you may still make a 90-day guarantee request within the guarantee period.
Opened, empty or almost-empty eligible jars do not need to be returned. If unopened jars remain, we may ask you to return those unopened jars before completing a full refund for the eligible multi-jar purchase.
Return address for unopened products:
Omnipetcure Returns
Brinkworth House Business Centre
Chippenham SN15 5DF
United Kingdom
Please contact customer care before sending anything back so we can confirm the return instructions for your order.
Contact customer care within 90 days of delivery and include:
Opened, empty or almost-empty eligible jars do not need to be returned. If your order contains unopened jars, our team will confirm whether those unopened jars need to be sent back before a full refund is completed.
Return address for unopened products:
Omnipetcure Returns
Brinkworth House Business Centre
Chippenham SN15 5DF
United Kingdom
Do not send products back before receiving return instructions.
For a statutory change-of-mind cancellation, you may be responsible for the direct cost of returning the goods where UK law allows and where we have informed you of that obligation.
For a 90-day guarantee request, opened, empty or almost-empty eligible jars do not need to be returned. If we ask you to return unopened jars, customer care will confirm the applicable return-shipping arrangements before you send them.
If goods are faulty, damaged, misdescribed or otherwise fail to meet your statutory rights, we will bear return costs where UK law requires us to do so.
Once a guarantee request has been approved and any required return has been received, we aim to initiate the refund without undue delay. Refunds are normally made to the original payment method.
Bank and payment-provider processing times can affect when the money appears in your account.
For a valid statutory cancellation involving returned goods, we may wait until we receive the goods back or you provide evidence that you sent them back, whichever occurs first.
We will make the refund within the period required by UK law, normally within 14 days of that event.
Where required by law, we will also refund the cost of the least expensive standard delivery option we offered. Additional costs for premium delivery do not have to be refunded unless we agree otherwise.
The 90-Day Money-Back Guarantee is separate from your legal rights if a product is faulty, damaged, not as described or otherwise fails to meet statutory standards.
Under UK consumer law, qualifying goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may have rights including a short-term right to reject within 30 days or later remedies such as repair, replacement, price reduction or a final right to reject.
Contact us with your order number and, where useful, photographs of the issue.
For a statutory change-of-mind return, you may handle goods only as necessary to establish their nature, characteristics and functioning. Where the law permits, a refund may be reduced to reflect loss in value caused by handling beyond that level.
This does not prevent an opened eligible product from being considered separately under our 90-Day Money-Back Guarantee.
If you need to change or cancel an order before it has been dispatched, contact us as soon as possible. We will try to stop fulfilment, but this may not be possible once processing has started.
Your statutory cancellation rights remain available where applicable.
Send us your order number and tell us whether you are making a statutory cancellation, a 90-day guarantee request, or contacting us about a faulty or damaged item.