Contact us first

If you do not recognise a charge, or something is wrong with your order, please contact us at contact@vetud.com before you open a dispute with your bank or card issuer. We reply within 2 business days and can usually resolve it faster than a dispute, including by refunding you under our Refund policy.

Suspected fraud

If you believe a payment was made without your authorization, tell us and your card issuer immediately. We take fraud seriously and will cooperate fully with genuine fraud claims.

Records we keep

To handle disputes fairly, we keep a record of each order, including your account, the company and research details you provided, your acceptance of our Terms and the research-use confirmation, the time of the order, the payment details we are allowed to keep, shipping and tracking information, delivery confirmation and our correspondence with you. We may provide these records to our payment processor and your card issuer to respond to a dispute.

Disputes we believe are unjustified

If a dispute is opened for an order that was delivered as described, and you did not contact us first, we will contest it with the records above. We may suspend an account that opens repeated unjustified disputes and decline future orders from it, and where the law allows we may recover reasonable costs and fees we incur.