Refunds

Delivery Services and Returns

Subject to availability, we will despatch your order as soon as possible after your order is accepted by us. Delivery is deemed to take place when the goods are delivered to your nominated delivery address, whereupon the risk of loss, breakage and damage passes to you. Ownership of the goods does not pass to you until payment is received in full by us.

Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our delivery services and we may not be able to arrange delivery of some items to such addresses. You will be notified of this when you place your order. Deliveries to Northern Ireland may need to wait an extra day to receive their order.

Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. Poultry Pharm shall not be liable or deemed to be in breach of contract for delay in delivery or failure to make delivery of any goods due to circumstances beyond its control.  Due to current regulations on animal health products, we are unable to offer a return on any products bought through www.poultrypharm.co.uk, unless the product has been damaged in transit. 

When we deliver your items you will be asked to sign for the goods to acknowledge that you have received them. All deliveries will require signed proof of delivery. Goods can be left at the delivery address with someone other than the purchaser as long as a signature and printed name is signed by the receiver. Goods will only be left with a neighbour if prior arrangement has been made with us. If the carrier is unable to deliver the goods they will be held by the carrier and a card left stating that a delivery was attempted. No goods will be left in sheds, garages, gardens or outhouses. A member of our Customer Services staff will contact the customer to make alternative delivery arrangements. Re-delivery will be attempted for a maximum of two occasions. If a parcel is still undelivered it will be returned to us and the customer will be notified of its return. The customer will be responsible for the cost of the return.

We are committed to providing our customers with the highest quality products. All goods are warranted to be generally free from defects in workmanship and materials and fit for the purposes for which such goods would normally be used. However, on rare occasions products may be found to be faulty or defective and in keeping with our commitment to providing customers with excellent service, we offer the returns facility set out below.
All returns are the responsibility of the customer. We will only cover the cost of faulty or damaged returned goods.

If an item is faulty please contact us and we will arrange an appropriate remedy. This facility is open during normal office hours Monday to Friday only. Instructions for customers wishing to return goods will appear on each Advice Note. Any customer seeking a refund for postage and packing or not wishing to pay for the return of faulty or damaged goods will need to contact us directly. Carriage costs will be displayed at the checkout prior to paying for the goods. A decision on whether the product needs to be replaced or credited is entirely at our discretion.

If after inspection your product is deemed to be faulty we will endeavour to organise a replacement or refund the purchase amount within 14 days of the return.
We regret that failure to return products within 28 days of delivery may result in us being unable to process your claim.
You may cancel your order (or any part of it) at any point before the products are delivered to you. You may do so by notifying us by email or calling.