Shipping, Returns and Withdrawal
How the boxes travel, and what happens when you want to send one back. The short version: unopened, you have fourteen days; opened, a prescription medicine cannot go back into stock.
Ultimo aggiornamento: 21 luglio 2026. Questa pagina è pubblicata in inglese.
Where and how fast
We ship across Europe, Türkiye, the Gulf states and Asia, less China and India. The full list is on the checkout page, and the address form only accepts countries we can reach.
Orders are dispatched once a veterinarian has reviewed the case, which usually takes one to two working days. Delivery then takes two to five working days within the EU and up to fourteen elsewhere, depending on customs.
Shipping is free on every order.
Your right to withdraw
If you are a consumer in the EU or the UK you may withdraw from the contract within fourteen days of receiving the goods, without giving a reason. Tell us by any clear statement — a WhatsApp message is enough — and return the goods within fourteen days of telling us. We refund within fourteen days of receiving them back.
The exception that matters here. Under Article 16 of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods that cannot be returned for health-protection or hygiene reasons once the seal is broken. A medicine box that has been opened falls under this. Unopened and sealed, it can come back.
The right also does not apply where a veterinarian has already carried out the review you ordered and you asked for it to begin before the fourteen days ran out — that part of the service has been performed.
If something arrives damaged or wrong
Tell us within a few days with a photograph and we will replace it or refund it. You pay nothing for the return in that case.
Disposing of unused medicine
Do not put unused medicine in household waste or down the drain. Your pharmacy or veterinary practice will take it back for disposal.