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Terms and Conditions

Terms and Conditions for sale of goods online.
Please read these terms and conditions carefully. They contain important information about your rights and obligations. You can print out these terms and conditions by clicking on the print icon on your browser.

1. Introduction
1.1 Please read these terms and conditions carefully before using the website operated by Vet UK Limited ('VetUK,' 'our', 'we' or 'us') (Company Number: 09856545 and VAT number: 868513883). In particular, we draw your attention to clauses 3 (Your promises to us),10 (Applicability of online materials) and 14 (Liability). By clicking on the tick box during account creation you agree to be legally bound by these terms and conditions.
1.2 If you do not wish to be bound by these terms and conditions then you may not use the VetUK website ("our website").
1.3 When you register on our website you must provide us with information about you and information about your pets or animals ("Pet Information"). We will use the Pet Information when we are processing your order.

2. Nature of our website
2.1 Our website is a place for you to select and order veterinary products including prescription medicines and pet food (the 'Products'). Our website describes the Products in more detail.
2.2 Please note that our website is available only to individuals that can form legally binding contracts under applicable law. You must be over eighteen (18) years to purchase the Products using the payment method displayed on our website. If you do not qualify, please click here to leave our website now.

3. Your promises to us - We draw your particular attention to this clause
3.1 You warrant to us and guarantee that the information you provided when you registered on the website including the Pet Information is correct and up to date. It may delay your order if you have not provided us with details of all your pets or animals.
3.3 You must update the Pet Information on a regular basis. We recommend that you review and update the Pet Information at least once every 12 months.

4. Buying Products on our website
4.1 To order a product you will need to follow the ordering procedures set out on our website. Details of our prices for the Products, and the procedures for payment and delivery are displayed on our website.
4.2 Any times or dates stated on our website for delivery on the shipping and returns page are estimates only. VetUK will dispatch the Products (except prescription only medicines) within 2 working days of the date on which payment for your order is processed and if we are not able to do this we will contact you. Timescales for delivery will depend upon the delivery option selected by you. VetUK make all reasonable effort to deliver Products within the times specified, but does not accept liability for any failure to deliver within that time. Once your order has been received you must check your Products to ensure that they are in accordance with the contract. If they are not then you have the right to return them within 30 days for a full refund (see clause 6 below). VetUK must be notified of any discrepancies or damage within 2 working days.
4.3 You must pay by credit or debit card at the time of order. The price of any Product is the price in force at the date and time of your order. We may change the price of any Product before you place an order. We try to ensure that our prices displayed on our website are accurate but the price on your order will need to be validated by us as part of the acceptance procedure (see clause 4.7 below). We will inform you if a Product's correct price is higher than that stated in your order and you may cancel the order and decide whether or not to order the product at the correct price.
4.4 The prices for all Products are exclusive of cost of delivery by first class post or courier unless you qualify for free delivery (please see the shipping and returns page on our website). Pet food must be delivered by courier and the charges for delivery are set out on the shipping and returns page on the website. All prices are inclusive of VAT.
4.5 If you know that you will not be at home to accept delivery of the goods then we ask you to nominate a person with whom we can leave the Products (e.g. a neighbour). If you've done this then leaving the Products with that person will constitute leaving them in your physical possession.
4.6 Vet UK is entitled to refuse any order placed by you. Please note that we will refuse an order for any purchase of the Products which: (a) will provide treatment for a greater number of pets or animals than you have registered in the Pet Information; or (b) if the Product is in our opinion unsuitable for use on the pets or animals that you have registered in the Pet Information. We may also refuse orders in other circumstances without being required to give any reason to you.
4.7 If your order is accepted, we will confirm acceptance to you by online electronic means ('Confirmation') to the email address you have given us on registration. The order will then be fulfilled by the date set out in the Confirmation or, if the Confirmation does not contain such a date, within thirty (30) days.
4.8 If the Product you ordered is unavailable for delivery within thirty (30) days of the date of order, we will notify you by email and offer you a refund. You may choose to wait a further period for delivery of the Products and if the Products remain unavailable at the end of such period then we will refund all sums paid by you.
4.9 You undertake that all details you provide to us for the purpose of purchasing Products on our website will be correct, that the credit or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any Products. We reserve the right to obtain validation of your credit or debit card details before providing you with any Products.
4.10 If we have any queries or concerns about the Products that you have ordered or if the Products that you have ordered are for a different species to the species which you have registered in the Pet Information then we will contact you to obtain clarification about your order.
4.11 We reserve the right to deduct an administration fee from your credit or debit card to cover our reasonable expenses if the Products are not delivered because the address is incorrect as a result of you providing incorrect information to us when you placed the order.
4.12 For all orders of Products with a total value (excluding postage and packaging charges) of less than £19 a surcharge of £3.99 (inclusive of VAT) will be applied to the Royal Mail standard postage charge.
4.13 If the Product ordered by you is unavailable then we may send to you a substitute product of equivalent quality and price ("the Substitute Product"). If the Substitute Product is unacceptable to you then you must let us know within seven (7) working days of delivery. If the Substitute Product was delivered by courier then we will arrange collection by courier, at our cost, and notify you of the arrangements for such collection. If the Substitute Product was delivered to you by Royal Mail then we will provide you with a freepost envelope to return the Substitute Product by Royal Mail. You will be entitled to a refund from us of the price paid for the Product which will be paid as soon as possible, but in any event within thirty (30) days. While the Substitute Product is in your possession then you must comply with the obligations in clause 5.4 below.

5. Returns for any reason
5.1 You may return any Products you have purchased with the exception of prescription only medicines, within fourteen (14) days of delivery (or if the Products are delivered in more than one delivery fourteen (14) days after the date of the final delivery) for any reason (including if you simply change your mind). To do so you must notify us in writing (including email or by completing the cancellation form on our website) within those fourteen (14) days.
5.2 You must arrange for and pay the costs of returning the Products to VetUK. THE PRODUCTS MUST BE RETURNED TO US WITHIN 14 DAYS OF THE DATE THAT YOU NOTIFIED US THAT YOU INTENDED TO CANCEL THE CONTRACT. We do not offer to collect the Products but at your request we will arrange a courier collection of the Products. If you wish us to do this you must contact us by telephone and we will arrange a collection. There will be a £15 charge for returns by courier and this will be charged to you whilst arranging collection. If you ask us to arrange for a courier to collect the Products and you are not at home when the courier calls to collect the parcel we reserve the right to deduct a charge of £10 from your refund.
5.3 Refunds will be paid as soon as possible after we receive the returned Products and in any event within fourteen (14) days of the date on which we receive the Products back. We will refund you by the payment method that you used to pay for the Products. If you do not return the Products to VetUK we reserve the right to charge you for the cost of recovering the Products from you.
5.5 If the value of the Products has diminished because of handling by you while the Products have been in your possession or because you have not complied with clause 5.4 then we can recover from you the decrease in value of the Products and withhold such sum from the refund due to you under clause 5.3.
5.6 If you notify us by email that you wish to cancel an order and such notification is received by us after the Products have been despatched to you but before they are delivered then you must return the Products within fourteen (14) days of delivery. Refunds will be paid as soon as possible, but in any event within fourteen (14) days of the date on which we receive the Products back. We will refund you by the payment method that you used to pay for the Products. You must comply with clauses 5.2, 5.4 and 5.5 above.
5.7 By virtue of clause 27(2) of the Consumer Contracts (Information, Cancellation and Additional Payment) Regulations 2013 we cannot accept returned prescription only medicines for a refund.


6. Returns of defective or incorrect Products
6.1 If:
(a) the Product delivered is not what you ordered, or does not correspond with its description;
(b) the Product is not of a satisfactory quality; or
(c) the Product is not fit for its purpose, if such purpose was notified to us before you placed the order
('Defective Products') you have the remedies set out in the Consumer Rights Act 2005 ('CRA') sections 20 to 24.
6.2 If it is clear on delivery that the Products are Defective Products then you can return the Defective Products to VetUK within 30 days for a full refund. If you would like the Defective Products to be repaired or replaced then you may request this within the 30 day period. The period of time that it takes to repair or replace the Defective Products is called 'the Waiting Period'. Your right to reject the Defective Products and receive a refund under section 22 of the CRA will only expire at the end of the 30 day period plus the Waiting Period. We will refund you by the payment method that you used to pay for the Products.
6.3 If the Products become Defective Products after delivery then you may request either a repair or replacement of the Defective Products under section 23 of the CRA. Many of our products are not capable of repair and if that is the case we will offer you a replacement. If it is disproportionately expensive to repair the Defective Products we will notify you of this and offer you a replacement instead. We will pay the delivery costs for sending the replacement products to you. We may request that you return the Defective Products and will refund your reasonable costs of returning the Defective Products.
6.4 In the event that the repaired or replacement Products are or become Defective Products then you may request either:
(a) a price reduction (and to keep the Defective Products);
(b) a refund of the Defective Products under section 24 of the CRA.
6.5 If you wish to request a price reduction you must contact us to inform us that this is your intention. We will seek to agree with you 'an appropriate amount' by which the price will be reduced as required by section 24 of the CRA. Once the amount of the price reduction has been agreed we will refund such sum to you by the payment method that you used to pay for the Products.
6.6 If you wish to receive a refund then you must inform us of this. We may request that you return the Defective Products and will refund your reasonable costs of returning the Defective Products. We will refund you by the payment method that you used to pay for the Products.

6.7 If we wish for the Defective Products to be returned to us then:
(a) if the Defective Products were delivered to you by Royal Mail then we will provide you with a freepost envelope to return the Products by Royal Mail.;
(b) if the Defective Products were delivered to you by courier then we will pay the courier's charges.
6.8 If you are returning Defective Products we would be grateful if you would include a written explanation of the fault or damage.
6.9 If you have had the Defective Products for over six months before you requested a refund under clause 6.6 then we reserve the right to deduct from the refund a sum to take account of the use you have had of the Products in the period since they were delivered. We will notify you of that sum by email.

7. Modifications to website
7.1 We reserve the right to make changes or corrections, alter, suspend or discontinue any aspect of our website or the content available through it, including your access to it. Unless explicitly stated to the contrary, any new features including new content, and/or the sale of new Products shall be subject to these terms and conditions.
7.2 Please note that although we try to ensure that the content of our website is accurate, our website may contain typographical errors or other inaccuracies. We rely upon the information provided to us by the manufacturers of the Products and accordingly cannot be responsible for changes made to Products by the manufacturers of such Products where these changes have not been notified to us.

8. Prescription only medicines
8.1 Certain Products listed on our website are only available for sale if you have a valid veterinary prescription for such Products. In order to purchase prescription only medicines you must place your order through the website as set out on the order page and then send to us the original veterinary prescription by post to the address set out in clause 16.1.
8.2 We will not dispatch the Products without receipt of an original veterinary prescription and we will not accept faxed or scanned copies of prescriptions.
8.3 Orders for prescription only medicines are packaged and held until such time as the appropriate veterinary prescription is received and verified. We will then confirm to you by email that the prescription has been received and that the Products will be dispatched to you.
8.4 If an appropriate veterinary prescription for the Products ordered is not received within 14 days of the date of order then we will refund to you the cost of the Products.
8.5 Prescription only medicines will only be dispatched to the person whose name and address are on the veterinary prescription.
8.6 We cannot accept veterinary prescriptions which are issued by a veterinary surgeon whose place of business is located outside of the UK.

9. Non-delivery of Products
9.1 If your order is not received within 3 working days of the date on which delivery was estimated to occur then you should notify us by email with your order number. We will note that the order has been delivered late and will contact the courier if appropriate. We will replace your order and despatch it to you as soon as possible.
9.2 If the Products were being sent by Royal Mail we will require you to complete a Royal Mail P91 form for us to investigate the non-delivery of the Products and make a claim for the loss of the Products. If you fail to complete Royal Mail P91 form when requested we may consider that the Products have not been lost and reserve the right to charge you for the replacement order.

10. Applicability of online materials - We draw your particular attention to this clause
10.1 Unless otherwise specified all content and materials published on our website are presented solely for your private, personal and non-commercial use.
10.2 Our website is controlled and operated by us from our offices in England. Information on Products is supplied by the manufacturers of such Products, VetUK does not verify such information in any way. All information on Products is published in good faith but we do not (to the extent permitted by applicable law) accept responsibility for the accuracy or otherwise of such information (whether published on or offline) and if you have any queries about any of our Products you should contact your veterinary surgeon.
10.3 We have used our best endeavours to ensure that our website complies with UK laws. VetUK does not offer the Products for sale to persons resident outside of the UK.
10.4 Any advice given on our website is provided as general information only and is not intended to constitute veterinary advice. You should consult your veterinary surgeon for advice on specific issues relating to the health and wellbeing of your pet or animal. No duty of care is assumed to any person and no liability is accepted in respect of the contents of the website.
10.5 You are responsible for ensuring that your computer system meets all relevant technical specifications necessary to use our website and is compatible with our website. You also understand that we cannot and do not guarantee or warrant that any material available for downloading from our website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
10.6 We will do our best to ensure that all materials and information published on our website are accurate, but please note that all content, materials and information on our website are provided on an 'as is' basis.

11. Copyright.
The contents of our website are protected by international copyright laws and other intellectual property rights. The owner of these rights is VetUK, its affiliates or other third party licensor's. All product and company names and logos mentioned in our website are the trade marks, service marks or trading names of their respective owners, including us. You may download material from our website for the sole purpose of placing an order with VetUK or using our website as a shopping resource. However, you may not modify, copy, reproduce, republish, upload, post, transmit or distribute, by any means or in any manner, any material or information on or downloaded from our website including but not limited to text, graphics, video, messages, code and/or software without our prior written consent, except where expressly invited to do so by us.

12. Linked sites
VetUK make no representations whatsoever about any other websites which you may access through our website or which may link to our website. When you access any other website you understand that it is independent from VetUK and that we have no control over the content or availability of that website. In addition, a link to any other website does not mean that VetUK endorses or accepts any responsibility for the content, or the use of, such a website and VetUK shall not be liable for any loss or damage caused or alleged to be caused by or in connection with use of or reliance on any content, goods or services available on or through any other website or resource. Any concerns regarding any external link should be directed to its website administrator or web master.

13. Availability of our website
We will try to make our website available but cannot guarantee that our website will operate continuously or without interruptions or be error free and can accept no liability for its unavailability. You must not attempt to interfere with the proper working of our website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt any computer system, server, website, router or any other Internet connected device.

14. Liability – We draw your particular attention to this clause
14.1 If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
14.2 We only supply the Products for domestic and private use. You agree not to use the Products for any commercial, business or re-sale purpose, and VetUK shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.3 We do not exclude or limit in any way our liability for:
(a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 17 of the CRA (Trader to have rights to supply the goods);
(d) breach of the terms implied by sections 9, 10, 11 and 12 of the CRA (satisfactory quality, fitness for purpose, description and conformity with pre-contract information); and
(e) defective products under the Consumer Protection Act 1987.

14.4 The limitations and exclusions in this clause do not affect your statutory rights and only apply to the extent permitted by applicable law.

15. General
15.1 We may transfer our rights and obligations under these terms and conditions to another organisation, and we will always tell you in writing if this happens, but this will not affect your rights under the Contract or the obligations owed to you under the Contract. You may only transfer your rights or your obligations under these terms and conditions to another person if we agree in writing.
15.2 We may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by that version. You must check the terms and conditions on the website regularly.
15.3 These terms and conditions together with the privacy policy, the shipping and returns page and payment method instructions, if any, are the whole agreement between you and VetUK.
15.4 Each of the clauses and paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses and paragraphs will remain in full force and effect.
15.5 These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
15.6 Except in respect of a payment obligation, neither you nor VetUK will be held liable for any failure to perform any obligation to the other due to causes beyond your or VetUK's respective reasonable control.
15.7 If we fail to insist that you perform any of your obligations under these terms and conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
15.8 Iain Booth, a director of VetUK Limited, is a member of the Royal College of Veterinary Surgeons and is subject to certain professional rules which can be found at
15.9 This contract shall be between you and us. No other person shall have any rights to enforce any of its terms.

16. Contact Information
16.1 If you wish to contact us then you should so either via email at or by post at VetUK Limited, Units 7 & 8 Europark, Station Road, Thirsk. YO7 1GQ.
16.2 If we need to contact you then we will write to you at either the email or postal address you have provided during registration on our website.
16.3 Any notice served by either party will be deemed received when an email is received in full (or on the next business day if it is received on a weekend or a public holiday in the place of receipt) or three (3) days after the date of posting.

17. Replacement
These terms and conditions replace all other terms and conditions previously applicable to the use of our website and/or sale of the Products.