Cancellations & Refunds


What if I want to make changes to my order?

If you change your mind and wish to  cancel or amend your order, please let us know as soon as possible. Unfortunately, once your order has been validated and dispatched, we are unable to make any further changes to your order. Please contact us on:

01189 305 442

Where the regulations apply, you may cancel your order for the products at any time within 14 days after the day on which the contract is entered into. Information on your right to cancel and a form of cancellation notice are provided within our Terms & Conditions. The right to cancel does not apply to products which are not suitable for return due to health protection or hygiene reasons.

What if I want to cancel my order after it’s been delivered?

You have the legal right, in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, to change your mind within 14 calendar days of receipt of your items and receive a full refund, this right does not apply to drugs (please see below).

To exercise your ‘right to cancel’, you must :

    • Notify us of your intention by emailing us at
    • Return the product to us by recorded delivery without any undue delay and no later than 14 days after the date on which you cancelled the order.
    • The shipping costs of returned goods will remain the responsibility of the customer, except in the case of an error on the part of the LCDA PETS UK LTD.
    • You must take care to package the returned item suitably, as any damage may result in us being unable to issue a full refund.

As well as the rights under the regulations, we also offer ‘goodwill’ refunds. You have a period of 14 days from the delivery of the product to the return of the product(s) for a refund without penalty (not including the cost of the return postage, which will be the customer’s responsibility). This period of 14 days starts from the date the products are delivered. To exercise your right, you must send us an email detailing your intentions to

LCDA PETS UK LTD, will provide a goodwill refund, provided that the product is returned unused, the original packaging is intact and a shipping order or purchase invoice is included (you can find a copy of these under ‘My Account’ section of our website Products that are returned as incomplete, damaged or soiled, will not be accepted and no replacement/refund will be given.

What items are not eligible for return?




In accordance with regulatory law, LCDA PETS UK LTD cannot accept returns of any medication (including flea, tick and deworming treatments). Any returned drugs will be disposed of appropriately, as LCDA PETS UK LTD is not allowed to resell them.


Perishable items


For example, temperature controlled foods or medication.


Items that have been used/opened/incomplete (and that are not faulty). 


Will not be eligible.



When will I receive my refund?

Please allow  15 working days from receipt of the returned goods for your refund to be made. Refunds will be made in the name of the customer that placed the order and according to the method of payment used when ordering.

What address should I return my items to?
22 Wycombe End

What if I received a damaged or defective product?

If you have received any products that are defective, they may be returned to us within 30 days of delivery.  You are entitled to receive either a replacement product or a refund of the price paid.

If you received a medication that is defective, please contact us within 60 days at


What if I wish to claim on the Hill's 100% Satisfaction Moneyback Guarantee?

The Hill's 100% Satisfaction Moneyback Guarantee covers quality, consistency and palatablility.

Please note that this does not cover the following:


Efficacy isn’t covered by the Hill’s Guarantee - it covers quality, consistency
and palatability. As there is nothing wrong with the diet (it’s just not the
right clinical choice for your pet) this wouldn’t be covered.

Wrong product ordered

An error in ordering isn’t covered under the Hill’s Guarantee. If you have ordered the
wrong food, simply follow the information in the above paragraphs regarding returns to

Change of diet

A change in diet isn’t covered under the Hill’s Guarantee, as there is nothing
wrong with the food - it’s just no longer the right clinical choice for your
pet. To discuss returns, simply send an email to

To claim on this guarantee, please send an email to, with the following details:

    • Number of tins/pouches/bags of food that have been opened.
    • Manufacturing numbers (for each tray of tins/box of pouches/bags of dry food) - This usually starts with a 'T'.
    • Stock codes (for each tray/box/bag) - This is 4 numbers and a letter.
    • Expiry date(s).
    • Reason for claim.

Once we have recieved all the relevant information, we will liaise with Hill's to do the necessary and get back to you as soon as possible.

Unfortunately we are unable to reimburse any postage paid on orders claiming on the Hill's Satisfaction Moneyback Guarantee. Refunds will be given on the cost of products only.