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Terms and Conditions

1. These Terms

1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract for supply of goods that is created when you order from us, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.3 When you register on our website you must provide us with information about you and, in some instances, information about your pets or animals ("Pet Information"). We will use the Pet Information when we are processing your order.

2. Information About Us And How To Contact Us

2.1 Who we are. We are VetUK Limited a company registered in England and Wales. Our company registration number is 09856545 and our registered office is at Unit 7- 8 Europark, Station Road, Thirsk, United Kingdom, YO7 1GQ. Our registered VAT number is 248 0454 08.

2.2 How to contact us. You can contact us by telephoning our customer service team at 01845 591 040, by writing to us at info@vetuk.co.uk or VetUK Ltd, Unit 7 & 8 Europark, Station Road, Thirsk, YO7 1GQ.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our Contract With You

3.1 How we will accept your order. Our acceptance of your order will take place when we confirm that the order has been processed for shipping, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will refund any charges made for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3 Your order number. We will assign an order number to your order and tell you what it is when we first acknowledge your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell to the UK and Europe. Our website is solely for the promotion of our products in the UK and Europe. Unfortunately, we do not accept orders from addresses outside the UK and Europe.

4. Your Promises To Us

We draw your particular attention to this clause.

4.1 You warrant to us and guarantee that the information you provided when you registered on our 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 you warrant to us and guarantee that you have:-

  1. read the information on our website about use of the products;
  2. that you understand such product information;
  3. that you are competent to use the products on your pet or animal safely; and
  4. that you have purchased the correct size of the products for your pet or animal. 

4.2 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.

5. Our Products

5.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

5.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5.3 Advice and Descriptions. 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. 

6. Medicines And Prescription Only Medicines.

6.1 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 upload your veterinary prescription. For Controls Drugs your original veterinary prescription must be posted to us at the address given in Clause 2.2.

6.2 We will not dispatch prescription only medicines without receipt of a valid veterinary prescription. 

6.3 Orders for prescription only medicines are held until the appropriate veterinary prescription is received and verified. We will then process and despatched the order. 

6.4 If an appropriate veterinary prescription for the products ordered is not received within 14 days of the date of order then we will cancel the order and refund to you the cost of the products. 

6.5 Prescription only medicines will only be dispatched to the person whose name and address are on the veterinary prescription. 

6.6 We only accept prescriptions from Royal College of Veterinary Surgeons (RCVS) registered veterinarians and we cannot accept veterinary prescriptions which are issued by a veterinary surgeon whose place of business is located outside of the UK.

6.7 Orders for prescription only medicines are only accepted from within the UK.

7. Your Rights To Make Changes.

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see Clause 10- Your rights to end the contract).

Our Rights To Make Changes.

8.1  Minor changes to the products. We may change the product:

  1. to reflect changes in relevant laws and regulatory requirements; and
  2. to implement minor technical adjustments and improvements.
These changes will not affect your use of the product.

9. Providing The Products

9.1  Delivery costs. The costs of delivery will be as displayed to you on our website.

9.2  When we will provide the products. On our website we will, where possible, give an estimated time for providing the products to you. 

9.3  We are not responsible for delays outside our control. If we become aware that our supply of the products is delayed by an event outside our control then we will let you know as soon as possible and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

9.4  Collection by you. Unfortunately, we are unable to make products available for collection.

9.5  If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our couriers will where practicable try to deliver by alternative means or inform you of how to rearrange delivery or collection.

9.6  If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect the goods from a delivery depot we will contact you for further instructions and may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and Clause 12.2 will apply.

9.7  Your legal rights if we deliver goods late. You have legal rights if we if we fail to deliver the goods within a reasonable timeframe. If we miss the delivery deadline for any goods, and provided that the goods are not prescription only medicines, you may treat the contract as at an end straight away if any of the following apply:

  1. we have refused to deliver the goods;
  2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
  3. you told us before we accepted your order that delivery within the delivery deadline was essential.

9.8  Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under Clause 9.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

9.9  Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under Clause 9.7 or Clause 9.8, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them back to us via post or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 01845 591 040 or email us at info@vetuk.co.uk for a return label or to arrange collection.

9.10 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.

9.11  When you own goods. You own a product once we have received payment in full.

9.12  What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, information about your pets or about veterinary prescriptions. If so, this will be stated on our website. We may also contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and Clause 12.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

10. Your Rights To End The Contract

10.1  You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see Clause 13;
  2. If you want to end the contract because of something we have done or have told you we are going to do, see Clause 10.2;
  3. If you have just changed your mind about the product, see Clause 10.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
  4. In all other cases (if we are not at fault and there is no right to change your mind), see Clause 10.4.

10.2  Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

  1. we have told you about an upcoming change to the product or these terms which you do not agree to (see Clause 10.1);
  2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  3. there is a risk that supply of the products may be significantly delayed because of events outside our control;
  4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
  5. you have a legal right to end the contract because of something we have done wrong.

10.3  Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

10.4  When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:

  1. prescription only medicines, once these have been prepared and despatched;
  2. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  3. any products removed from their original packaging, or which become mixed inseparably with other items after their delivery.

10.5  How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered. If you have purchased goods you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

11. How To End The Contract With Us (Including If You Have Changed Your Mind)

11.1  Tell us you want to end the contract. To end the contract with us, please let us know by calling customer services on 01845 591 040 or emailing us at info@vetuk.co.uk. Please provide your name, home address, details of the order (including order number) and, where available, your phone number and email address.

11.2  Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at VetUK Ltd, Unit 7 & 8 Europark, Station Road, Thirsk, YO7 1GQ or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01845 591 040 or email us at info@vetuk.co.uk for return information. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. You will be responsible for the cost of return postage except where Clause 11.3 applies.

11.3  When we will pay the costs of return. We will pay the costs of return:

  1. if the products are faulty or misdescribed; or
  2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have a legal right to do so as a result of something we have done wrong.
  3.  
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

11.4  What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We charge £10 per parcel for collection of most items, or we may provide a return label if the item is under 2kg in weight. Other location based charges may apply.

11.5  How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

11.6  Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

  1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

11.7  When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then if the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, within 48 hours of you providing us with satisfactory evidence that you have sent the product back to us. For information about how to return a product to us, see Clause 11.2.

12. Our Rights To End The Contract

12.1  We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

  1. you do not make any payment to us when it is due;
  2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, information about your pet or about veterinary prescriptions;
  3. you do not, within a reasonable time, allow us to deliver the products to you;
  4. we do not believe the order is appropriate, safe or desirable for the welfare of your pet(s) and/or animal(s);
  5. you make an order for products which will provide treatment for a greater number of pets or animals than you have registered in the Pet Information.

12.2  You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 12.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

12.3  We may withdraw the product. We may write to you to let you know that we are withdrawing a product.

13. If There Is A Problem With The Product

13.1  How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01845 591 040, write to us at info@vetuk.co.uk or VetUK Ltd, Unit 7 & 8 Europark, Station Road, Thirsk, YO7 1GQ.

13.2  Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is goods, for example [furniture or a laptop], the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  1. Up to 30 days: if your goods are faulty, then you can get an immediate refund.
  2. Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  3. Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
See also Clause 10.3. See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

13.3  Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 01845 591 040 or email us at info@vetuk.co.uk for a return label or to arrange collection.

14. Price And Payment

14.1  Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Clause 14.3 for what happens if we discover an error in the price of the product you order.

14.2  We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

14.3  What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we process your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

14.4  When you must pay and how you must pay. We accept payment by debit card, most credit cards and Paypal. Payment is processed at the time of ordering the goods.

15. Our Responsibility For Loss Or Damage Suffered By You

15.1  We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

15.2  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at Clause 13.2; and for defective products under the Consumer Protection Act 1987

15.3  We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16. How We May Use Your Personal Information

16.1  How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

17. Other Important Terms

17.1  We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

17.2  Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

17.3  If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.4  Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

17.5  Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

The Schedule

Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)

To VetUK Ltd, Unit 7 & 8 Europark, Station Road, Thirsk, YO7 1GQ (phone 01845 591 040, email info@vetuk.co.uk)
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
© Crown copyright 2013.