Cancellation, Returns and Refunds Policies

Cancellation

If you wish to cancel an order prior to dispatch, you must contact us via email or telephone by 9pm on the day of ordering.

If you wish to cancel an order that has already been dispatched, you must contact us via email within seven days of receiving your package. More details can be found in the Returns Policy information below.

The cost of our subscription healthcare plans is spread over the lifetime of the plan (either six or 12 months) and, therefore, any cancellation of the plan must be made within seven days of the receipt of the first installment of medication, as per the Returns Policy below. If after seven days the plan is not cancelled, the customer agrees to continue making the required payments for the entire duration of the healthcare plan.

Returns

We hope you will never need to return anything to Doolittle's Dispensary.

However, if you wish to return a product to us for whatever reason, please read the following guidance on our Returns Policy first.

We only accept returns of products originally purchased from Doolittle's Dispensary.

Medicines

Please note that, by law, we cannot accept returns of prescription only products (POM-V), which includes some flea treatments and wormers.

The only exception is if we make a mistake when processing your order (for example, if we sent you the wrong product), in which case we will accept returns within 28 days of the order – all returned medication must be unopened and in its original packaging.

Other products

You may return any item you have purchased (with the exception of prescription only medicines) within seven working days of delivery, as per the UK Distance Selling Regulations.

Before returning a product, please notify us in writing, preferably by email, that you intend to do so and your reason/s, otherwise you may not be eligible for a refund.

You must arrange for and pay the costs of returning the items to Doolittle's Dispensary, and ensure that the package is adequately insured. Please note that all returned items must be in an unused state and in their original packaging, and any free or promotional material returned alongside it. Any used or partially used products will not be eligible for refund.

If an incorrect item was delivered to you, Doolittle's Dispensary will, at its option, dispatch a replacement item or refund you the price paid, including all delivery costs.

If we request that item(s) delivered in error be returned, we will provide you with a Royal Mail Freepost envelope or organise for a courier to collect the item/s.

Damaged items

If an item you have ordered from Doolittle's Dispensary arrives damaged please email us within seven days of receiving the product, quoting the order number and explaining the problem with the product.

At our option, we may then provide you with a Royal Mail Freepost envelope in which to return the damaged product, organise for a courier to collect the item/s or arrange for a replacement item to be dispatched to you.

In cases where we request that the damaged product be returned to us, we will examine the item when we receive it and if we consider the damage to be the buyer's fault, any cost associated with rectifying the problem will be met by the buyer.

We may seek compensation from the delivery company if we believe a product has been damaged in transit and, as such, may ask you to provide details on our behalf regarding the condition of the item when it was delivered to you (for example, by filling out the Royal Mails P91 form).

Lost items

If your products does not arrive within 10 days of you placing your order please contact us by email and we will instruct you on the best way to proceed.

We are not liable for any products that go missing/become damaged when the customer has provided delivery instructions other than direct delivery to the named recipient at the nominated delivery address (for example, when we receive a request that products are left with neighbours, on the doorstep, in the garden shed, etc.).

For more information, please read the Terms and Conditions of use of Doolittle's Dispensary.

Refunds

For returned product/s, we aim to process all refunds on the same day that the returned product/s is received, but please allow 28 days for the refund to be processed and the money to reach your account before contacting us again.

Your payment card will be refunded to the full amount paid for the product/s and we do not charge any 'restocking' fees. If you chose a shipping option with associated costs (for example, to extra special delivery), this additional cost will not be refunded.