Returns, Refund and Shipping Policy

Returns Policy

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 28 calendar days from the date you received or collected your complete order to notify us of items you are not happy with. We must receive any item you return to us within 28 calendar days of your notification to us of your intention to return the items. You are responsible for any postage fees incurred in returning the items you wish to return to us.

Unfortunately, we do not refund postage on return of orders. We do not accept returns for items already paid for by insurance companies. We do not accept returns for a product that you have not used and is now no longer in date. You will not be eligible for a refund.

Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, if non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.

How to return items

You can return your items either by post or by handing to M N Mollon & Partners Ltd Vets Practice within 28 days of written notice that you wish to return your items.

Returns by post

To return items by post please repackage them carefully and return them to:

M N Mollon & Partners Ltd Vets, Wey Cottage, Anstey Mill Lane, Alton, Hampshire, GU34 2QQ.

It is advisable to obtain a “Proof of Postage” which you can ask for any Post Office counter.

Please ensure your package contains a brief note, containing your name, horse’s name, address and invoice number. This is so we can identify who has sent the package, and so we can organise your refund, if applicable, in a timely manner.

Returns to practice

To return your item to the practice, please bring the medication you wish to return and hand to the office staff. You must return your item(s) within 28 days of receipt of your total order. A member of staff will inspect the item and advise if a refund is applicable.

Damaged and faulty items

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases, we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point for the price you paid for it. Postage fees will not be refunded.

This does not apply to items that have failed due to wear and tear.

If you believe any of the items you have ordered to be damaged or faulty, please contact the practice on 01420 571690 during our opening hours (Monday to Friday 8am-5pm, excluding bank holidays) and we will advise how to return the items.

Refund Policy

Refunds are credited to the original payment method you used. Refunds can take 5-10 working days to be credited to you depending on the payment method used or your card provider. Alternatively, if you would prefer for the credit to be applied to your account to be used against further invoices with us, please make the office staff aware.

If claiming for a refund for returned items:

Your refund will be processed once we receive your returned items, and have confirmed the condition the items have been received in. We do not refund postage on items returned to us. You are responsible for all fees involved with returning the goods to us.

If claiming for a refund for services:

Please contact the practice via email info@mollonandpartners.co.uk within 7 days of receiving your invoice advising why you require a refund, and for which invoice/service. Refunds for services are not guaranteed and are at the discretion of the attending veterinary surgeon and the director of the practice.

Refund exclusions

Unfortunately, you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken. You have the right to reasonably inspect your items, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.

Liability

Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.

These terms are in addition to our standard terms.

Shipping Policy

Postage and packing costs will be added to the cost of your order and will depend on the total cost of the items you order and the total weight of the package.

Timescale for dispatch of items

M N Mollon & Partners Ltd Vets aim to dispatch orders the same day a request is made, providing the following conditions are met:

1. We have adequate stock in our pharmacy to fulfil your full order.

2. Has been signed off and approved by the attending veterinary surgeon.

3. The request has been made before 4:00pm.

4. The order has been paid for in full.

On the rare occasion we do not have the stock in our pharmacy to fulfil your order, we will place an order for the medication you require on the same day your initial request is made. As we use a variety of suppliers, shipping timeframes and delivery to us varies. Please be advised you may be waiting 3+ working days for dispatch of your items if this is the case. When the stock arrives to us, we will dispatch your order on the same day it is received, so long as the above conditions are met.

Any order requests made after 4:00pm will be shipped next working day.

We request for orders being shipped out to be paid up front, prior to posting. Payment for orders can be made via the ‘pay now’ link on your invoice, which will allow you to pay using Apple Pay, Google Pay, Debit or Credit Card, PayPal, GoCardless direct debit or bank transfer. Alternatively, you can also call the practice to make payment over the phone.

Delivery addresses:

It is the client’s responsibility to ensure the practice has the correct postal address for all orders.

Should the practice be incorrectly informed of your postal address, the items are delivered elsewhere, and you are unable to retrieve your parcel, you must inform the practice immediately.

Replacement orders can be sent; however, this is at the discretion of the practice. Replacement orders are not free of charge, and you will be liable to pay for the replacement medication and the postage fee.

If the parcel is subsequently returned to the practice, and we have confirmed receipt of the items, and they are in a saleable condition, you may be eligible for a refund for your first order. Please refer to our returns and refund policy.

Should the practice be incorrectly informed of your postal address, the items are delivered elsewhere, and you are able to retrieve your parcel, please ensure you inform the practice of your correct address for future parcels.

Once a parcel has been dispatched and accepted into the postal system, the practice is unable to amend the postal address.

Postage timescales:

All orders are usually sent via Royal Mail Special Delivery by 1pm (tracked and signed). You can expect to receive your items the day after they have been dispatched, by 1pm, however this is not guaranteed.

We will input your telephone number and/or email address into the Royal Mail system, for them to provide you with tracking details. From the tracking details they provide you, you can amend the delivery day, select a safe place, choose an alternative delivery destination and more.

If there isn't anyone in who can sign for your order, you can change your delivery date or redirect it to a local post office using Royal Mail’s tracking details and website or app.

If you require a different postal service, please make the practice aware in writing prior to the dispatch of your items. Alternative shipping methods must include a signature due to the contents of the parcel.

If your parcel does not arrive in the above timeframe, please refer to your tracking details, in case you have missed the delivery, or if there is a delay in the postal system. The practice accepts no responsibility for an order once it has been dispatched.

If your parcel does not arrive at all, and is being returned to sender, please notify the practice immediately, so that we can organise a replacement parcel. Replacement orders are not free of charge, and you will be liable to pay for the replacement medication and the postage fee.

If the parcel is returned to the practice, and we have confirmed receipt of the items, and they are in a saleable condition, you may be eligible for a refund for your first order. Please refer to our returns and refund policy.