Customer Service

Tel: 01359 243 208

Email: webshop@virbac.co.uk

Our customer service hours are:

• 08:30 - 17:00 Monday to Thursday
• 08:30 - 16:30 Friday
• Closed on weekends and Bank Holidays

Delivery Policy

We ship to addresses within the UK only, excluding Northern Ireland. 

• UK Mainland (1-3 working days) for orders less than £70 - £4.95
• UK Mainland (1-3 working days) for orders over £70 - Free Delivery
• Channel Islands for orders of 30kg or less - £16.66. Highlands of Scotland, Scilly Islands and the Isle of Man for orders of 30kg or less (3 - 5 working days) £19.99. Please note we cannot offer free delivery to these locations. Orders over 30kg to these areas are not available. Please note that these locations are defined by our courier, DPD, and exceptions cannot be made.

You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products or directly placed by the customer via DPD. We accept no liability for items delivered to your chosen safe place, or where you provide an incorrect delivery address, or where you fail to collect the products from the delivery address which you specified. Notwithstanding that risk of loss or damage to the products only passes to you once they have been delivered to the delivery address, ownership of the products shall pass to you on the later of: (a) the products being dispatched by us; and (b) us receiving payment in respect of the same. 

Delivery Timeframes

Orders are shipped via DPD and are typically delivered between 1-2 working days. Our order cut-off time for same day dispatch is 3pm, Monday to Thursday. These orders will typically get delivered the next working day, although this is not a guaranteed service.

Please note that any orders placed after 3pm on Thursday through to 3pm on Sunday will typically be delivered on the following Monday, excluding bank holidays.

Returns/Refund Policy

• To request a return or a refund please email webshop@virbac.co.uk where one of our customer services team will be able to best help with your request. Please include your order number and reasons for requesting a return/refund. 
• We cannot accept returns for product that has been opened, unless the product is deemed faulty.
• You will have 14 days from the date of receipt of goods to request a return/refund. You then have a further 14 days from the date you notified us that you'd like to cancel your order to return the goods.
• All costs for the return will be the responsibility of the customer unless the product is deemed faulty or sent in error.
• Refunds typically take up to 5 working days from the receipt of returned goods into us, although can take up to 15 working days.
• Please note all returned parcels must be sent back using recorded delivery (please retain proof of return) and adequately packed to avoid possible damage in transport. We cannot accept responsibility for goods damaged or lost during their return.