Refund policy

Refund and Return Policy

Last updated: 27 October 2026

PAUL CLIVE REYNOLDS operates billyvet.shop. Every order is checked before it leaves our warehouse. This policy explains how returns, refunds and cancellations work for purchases made through our online store.

30-day return window

You may request a return within 30 calendar days of receiving the last item in your order. The window starts on the delivery date of the final item, not the order date. Items must be unused, in the same condition as received, with all original packaging, accessories, manuals and protective films.

How to start a return

Email service@billyvet.shop with your order number, the item you wish to return and the reason. We reply with return instructions within one business day. Please do not ship an item back before you receive those instructions, because we need to track the parcel and inspect it on arrival.

Return shipping

Unless an item is defective, damaged in transit or not what you ordered, you pay the cost of return shipping and should use a tracked service. We do not charge a restocking fee. Keep the tracking number until your refund is complete. For defective, damaged or incorrect items, contact us first and we will arrange the return at our cost.

Refunds

Once the returned item arrives and passes inspection, we email you to confirm whether the return is approved. Approved refunds are issued to the original payment method within 14 days of approval; your bank or card issuer may need additional time to post the credit. We refund the item price and the standard delivery charge. Upgraded or express delivery charges are refunded only where required by law. Return shipping is not refunded unless the item was defective, damaged or incorrect.

Damaged, defective or incorrect items

Please inspect your order on arrival. If something is damaged, faulty or not the item you ordered, contact us within 7 days of delivery with your order number and clear photographs of the item and its packaging. We will arrange a replacement, repair or refund and cover the reasonable cost of returning the item. This does not limit your statutory rights.

European Union withdrawal right

Consumers in the European Union have a statutory right to withdraw from a purchase within 14 days of receiving the goods, without giving a reason. Send a clear statement to service@billyvet.shop before that period expires and return the goods within 14 days of telling us. You bear the direct cost of returning the goods. We refund the price of the goods and the standard delivery charge within 14 days of receiving the return or proof that it was sent, whichever is earlier. This right is in addition to our 30-day return policy.

Cancellations

You can cancel an unfulfilled order at any time before it is fulfilled by emailing us with your order number. If the order has already been dispatched, please use the return process instead. Once an order is fulfilled it cannot be cancelled through the store, but you may still return it under this policy or your statutory rights.

Items we cannot accept

We cannot accept returns for gift cards, products that have been used or installed, products damaged by misuse or accidental damage, or items marked as final sale. This does not affect your rights where a product is faulty or not as described.