Returns & Refunds

How long do I have?

By law you have 14 days from receiving your order to cancel it, without giving a reason. We go further and give you 30 days from delivery to change your mind.

Once you have told us you want to cancel, you then have 14 days to send the goods back to us.

What condition must the product be in?

Because our products are supplements for animals, we can only accept them back if the seal is unbroken. To be returned it must be:

• unopened, with its seal intact
• in its original packaging and fit for resale
• accompanied by your order number or proof of purchase

We cannot accept an opened jar back for health protection and hygiene reasons. This does not apply if the product is faulty — see below.

How do I start a return?

Email info@highv.co.uk with your order number and what you would like to send back. We will confirm your return and give you the address details.

Please contact us before posting anything, as items sent back without being agreed first may not be accepted.

Who pays the return postage?

For change-of-mind returns, the cost of sending the item back to us is yours. We recommend a tracked service, as we cannot refund items that do not arrive.

If an item is faulty, damaged or incorrect, we cover the return postage.

My order arrived damaged or faulty

Please contact us as soon as you can with your order number and photographs where appropriate, and we will put it right.

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them for a full refund within 30 days of receiving them. After that you are entitled to a repair or replacement, and to a refund if that is not possible.

Sealed items can be returned even once opened where the product is faulty, and we pay the return postage.

I received the wrong item

Get in touch with your order number and we will arrange for the correct product to be sent out and the wrong one collected or returned at our cost.

How long do refunds take?

Once we have received and inspected your return we will email you to confirm. Approved refunds are issued to your original payment method within 14 days of us receiving the goods back.

Your bank or card provider may take a few extra days to show the money in your account.

Will I get my delivery charge back?

If you cancel within the statutory 14-day period, your refund includes the standard delivery charge you originally paid. For returns made under our extended 30-day goodwill window, we refund the price of the goods.

Do you offer exchanges?

We do not currently offer direct exchanges. The quickest way is to return the original for a refund and place a new order for the item you want.