1. These Terms
1.1 What these terms cover. These are the terms and conditions on which we supply products to you via our website: thevetsuperstore.co.uk (the “Website”).
1.2 Why you should read them. Please read these terms carefully before you place any order with us as they set out important information about your and our rights and obligations and other key information required by law. Please note that you must agree to these terms before you place your order.
1.3 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to The Vet Superstore Limited, and any reference to ‘you’ or ‘your’ is to the person purchasing products from us.
1.4 For the purposes of these terms, you are a ‘consumer’ if you are buying products from us as an individual for purposes wholly or mainly outside of your trade, business, craft or profession.
1.5 Minimum age requirement: You may only purchase medication from our Website if you are at least 18 years old.
2. Where to find information about us and our products
2.1 Who we are. We are The Vet Superstore, a company registered in England and Wales under company number 15573830. Our registered company address is 7 Princes Square, Harrogate, England, HG1 1ND.
2.2 How to contact us. You can contact us by emailing contact@thevetsuperstore.co.uk
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. ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2.4 You can find everything you need to know about us, and products on our Website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.
3. Our contract with you
3.1 We only accept orders when you’ve checked them. We will contact you by email to confirm we’ve received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you, at which point a contract will come into existence between you and us.
3.2 Sometimes we reject orders. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a prescription is not valid, because you are located outside the UK or because the product was mispriced by us. When this happens, we will let you know as soon as possible by email and refund any sums you have already paid.
3.3 Products ordered may vary slightly from their pictures. The images of the products on our Website are for illustrative purposes only. Packaging may vary or an item’s true colour may not exactly match that shown on your device or its packaging may be slightly different.
3.4 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, proof of age, additional information about the animal that you are purchasing the medication for or images of verified prescriptions. If so, this will have been stated in the description of the products 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 end the contract (and clause 13.1 will apply). 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.
3.5 Prescriptions: Any reference to ‘veterinary medicinal product(s)’ in these terms is to Prescription Only Medicines, Category V (POM-Vs) and other medicines such as flea and worm treatments that are available to purchase through our Website (including Legal category NFA-VPS and POM-VPS).
3.5.1 This activity is regulated by the Veterinary Medicines Directorate. You can find information about the Veterinary Medicines Directorate and access the latest version of the Veterinary Medicines Regulations and Veterinary Medicines Guidance Notes on the Veterinary Medicines Directorate website.
3.5.2 If you require any veterinary medicinal products to be dispensed against a prescription then you must supply the prescription to us before we dispense the veterinary medicinal product. An image of the prescription may be uploaded when you place your order. A posted, scanned, or emailed image is acceptable, unless it is for a controlled drug or the prescription specifies that the original is required, for which we require the original prescription to be posted to our registered address. Please refer to our Prescription Regulations page for further information regarding the dispensing of prescriptions (including repeat prescriptions) to customers.
3.5.3 We reserve the right to refuse to supply any veterinary medicinal product (whether on prescription or otherwise). If we refuse, unless the reasoning for non-supply is as set out in clause 3.5.4 below, we will refund the price of that veterinary medicinal product in full, including the cost of sending the item to you.
3.5.4 It is an offence to alter a prescription in any way without authorisation from the prescribing veterinary surgeon. If we identify any prescription misuse, we will inform our regulatory authority, the Veterinary Medicines Directorate (VMD). The VMD will investigate and decide what further action to take. In the event of prescription misuse, we will cancel your order and refund your payment, less an administration charge of £50.
3.6 Products are sold to you as the end user and we only supply products for domestic and private use. You agree to not use the products purchased for any commercial, business or resale purposes (Please note that you are allowed to re-sell products if you are registered as a wholesaler with us). We reserve the right to refuse to supply any products to you if we suspect you are attempting to re-sell them without first registering as a wholesaler with us.
4. Prices and payment terms
4.1 Where to find the price for products. Prices for all products are as set out on our Website, and a summary of the applicable prices and charges will be provided to you during check-out.
4.2 All prices are in pounds sterling (GBP) and include VAT at the applicable rate, but exclude delivery charges.
4.3 Delivery. The price of a product does not include delivery charges. Our delivery charges are advised to you during the check-out process, before you confirm your order. For information on delivery options and costs, go to our Deliveries page in the FAQ’s section.
4.4. In the event that your Products are delivered to you but are not received by you (ie. they are left at the delivery address but are stolen or misplaced), then we shall re-send the Products to you. However, if the Products are delivered again but are not received by you on a third occasion, then we shall not replace the Products or be liable to you in any way for the loss. Any safe space for delivery of your Products that you designate to us must be suitable and please be aware that your Products shall be left at that safe space at your own risk.
4.5 International delivery. We only deliver to the UK.
4.6 We pass on increases in VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
4.7 What happens if we got the price wrong. We take all reasonable care to ensure that the price of the products offered to you on our Website are correct. However, it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will contact you should we notice a pricing error with your order. We may not always be able to honour the initial price quoted in which case you will be informed of the correct price and given the option to continue with your order at that rate. Should the new price not be acceptable to yourself, we will end the contract of sale and any money paid so far will be refunded.
4.8 When you must pay. You must pay for the products before we dispatch them. We will charge your credit or debit card when you place your order. Once we have confirmation of payment we will dispatch the products to you.
4.9 When and how you must pay.
4.9.1 We accept payment by credit card, debit card, Google Pay and Apple Pay.
4.9.2 For subscription orders, you agree that you will make the scheduled payments to The Vet Superstore for the price the goods are at the time each subscription order is made. Payments for subscription orders are payable by credit or debit card.
4.10 When you own products. You will own any products you buy once we have received payment for them in full and we have despatched the products to you.
5. We’re not responsible for delays outside of our control
5.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us at: contact@thevetsuperstore.co.uk to end the contract and receive a refund for any products you have paid for in advance, but not received.
6. You have a legal right to change your mind
This clause 6 only applies if you are a consumer.
6.1 Your legal right to change your mind. For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
6.2 When you can’t change your mind. You can’t change your mind about an order for:
6.2.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
6.2.2 products with dosage labels (ie. veterinary medicinal products);
6.2.3 products which consist of syringes and/or needles even if the packaging is unopened;
6.2.4 products that are made to your specifications or are clearly personalised; and
6.2.5 products which become mixed inseparably with other items after their delivery.
6.3 The deadline for changing your mind. How long you have depends on what you have ordered and how it is delivered. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product.
6.4 How to let us know. To let us know you want to change your mind, contact our Customer Service Team on contact@thevetsuperstore.co.uk
6.5 You have to return the product at your own cost. You are required to return your products to us and any free gifts/products provided with it within 14 days of your telling us you have changed your mind. Returns are at your own cost. Returns must be sent to us unopened and factory-sealed in their original packaging. Partly used products shall not be refunded. You can:
6.5.1 send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time we won’t refund you the price. For help with returns, or contact our Customer Service Team at contact@thevetsuperstore.co.uk
6.6 When and how we refund you. If your products haven’t been delivered we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If you’re sending products back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
7. You have rights if there is something wrong with your product – Consumers
This clause 7 only applies if you are a consumer.
7.1 If you think there is something wrong with your product, you must contact our Customer Service Team: contact@thevetsuperstore.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website. Remember too that you have several options for resolving disputes with us (see clause 16 below “You have several options for resolving disputes with us”).
| Summary of your key legal rights Where you purchase products 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: Up to 30 days: if your products are faulty, then you can get a refund Up to six months: if your products can’t be repaired or replaced, then you’re entitled to a full refund, in most cases Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back |
8. Limitations on our liability to you
8.1 This clause 8.1 only applies if you are a consumer.
8.1.1 If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
8.1.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
8.1.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
9. You can end an on-going contract
9.1 We tell you when and how you can end an on-going contract with us (for example, for a subscription for products) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact us at contact@thevetsuperstore.co.uk
10. We can change products and these terms
10.1 Changes we can always make. We can always change a product:
10.1.1 to reflect changes in relevant laws and regulatory requirements; and
10.1.2 to make minor technical adjustments and improvements, for example to address a health and safety risk. These are changes that don’t affect your use of the product.
10.2 Changes we can only make if we give you notice and an option to terminate. We can also make other changes to the product or these terms, but if we do so we’ll notify you and you can then contact us at contact@thevetsuperstore.co.uk to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received.
11. We can suspend supply (and you have rights if we do)
11.1 We can suspend the supply of a product. We do this to:
11.1.1 deal with the recall of a product by a manufacturer;
11.1.2 update the product to reflect changes in relevant laws and regulatory requirements; or
11.2.3 make changes to the product (see clause 10 above (“We can change products and these terms”).
12. We can withdraw products
12.1 We can stop providing a product, such as a subscription for products, there are stock availability issues or a product is discontinued by the manufacturer. We will refund any sums you’ve paid in advance for products which won’t be provided.
13. We can end our contract with you
13.1 We can end our contract with you for a product and claim any compensation due to us if you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, valid prescriptions or information required relating to dosage label items.
14. We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
14.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
14.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the clause 5 “We’re not responsible for delays outside our control”.
14.3 Avoidable. Something you could have avoided by taking reasonable action.
14.4 A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
15. We use your personal data as set out in our Privacy Notice
15.1 How we use any personal data you give us is set out in our Privacy Notice.
16. You have several options for resolving disputes with us
16.1 Our complaints procedure. We pride ourselves on offering a quality service, and take client complaints seriously. Should the services we supply you fail to meet your expectations, please let us know us by emailing us at contact@thevetsuperstore.co.uk
16.2 We will acknowledge your correspondence and aim to address your concerns within 5 working days. In some cases, we may need to carry out further investigation and will endeavour to respond to you as soon as possible. Where possible, we will respond to your concern or provide an explanation for the delay within 20 working days of receiving your complaint.
16.3 If you are not satisfied with the outcome of this process, you may raise your concerns by continuing to email contact@thevetsuperstore.co.uk
16.4 Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you have a complaint about veterinary medicinal products, you can submit a complaint to Veterinary Medicines Directorate (VMD) through the VMD website. If you are not satisfied with the outcome, you can still go to court.
16.5 You can go to court. If you are a consumer, these terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
17. Other important terms apply to our contract
17.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product if appropriate.
17.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
17.3 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
17.4 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
17.5 Entire Agreement. You acknowledge that you have not entered into these terms in reliance on any representation or warranty that is not expressly set out in these terms and that you will have no claim for innocent or negligent misrepresentation on the basis of any statement in these terms.
17.6 We may make changes to these terms. We recommend that you check them each time that you place an order with us to make sure that you are aware and understand the terms that apply at that time.
18. Subscriptions
18.1 Subscriptions are only available on certain products, and these products will show the option for joining on the product page. The products available on a subscription may change without notice, you will be notified where possible.
18.2 We reserve the right to amend the discount applicable at any time and we will provide reasonable notice to you of any such change if you have an affected Subscription plan.
18.3 By subscribing, you agree that we will charge you for all Orders placed by you as part of your plan until the plan is cancelled.
18.4 You may only use the Subscription for domestic purposes. Customers purchasing Products for business use may not use the subscription service and we reserve the right to cancel any orders and your account without notice if we believe you are placing orders for business use.
18.5 To sign up, select the subscription option when you make your Product selection and choose your preferred order frequency i.e. how often you would like a new order to be placed for you. You will receive an email from us acknowledging your order (“Order Confirmation Email”). Please note that the Order Confirmation Email does not mean that your order has been accepted.
18.6 When you sign up for a subscription via our Website, you will receive a welcome email confirming that your plan is now live and that you can manage your plan within your account once signed in. You will need to check this email for accuracy and let us know immediately via contact@thevetsuperstore.co.uk if there are any errors or if you do not agree to our Terms & Conditions and/or Subscription Additional Terms.
18.7 Once you have signed up to regular deliveries your chosen Product(s) will be ordered and delivered automatically at the order frequency chosen by you (each delivery will be an “Order”).
18.8 A pre-order notification email will be sent 3 days before the next subscription order is due to process which will confirm when the order is due to be placed and what the order will be for.
18.9 If you do not need an order, you can go to your account, choose to ‘skip’ the order and no payment will be taken. The subscription will update to run at the next scheduled order date.
18.10 We cannot guarantee the availability of any product.
18.11 Each Order constitutes a separate offer from you to purchase the Product(s). Each Order will benefit from the subscription discount advertised on our website at the time of us issuing the Pre-Dispatch email. The contract for each Order shall be concluded when the Product(s) is dispatched to you, and you receive a Dispatch Confirmation.
18.12 The price charged for each product in the subscription will be those advertised on the website on the date that payment is taken less your subcription discount unless the product has an on-site promotion and is discounted. If the promotional discount is greater than the subscription discount, then you will pay the promotional discount price. Subscription products do not work in conjunction with multibuy offers.
18.13 Vouchers or coupons will not work in conjunction with subscription orders.
18.14 Staff discounts will not work in conjunction with subscription orders.
18.15 If a product included in a sunscription order is discontinued at any time before the next order is due to be processed, you will be informed by email at the time the order is due to be placed. The subscription will be cancelled by us.
18.16 If your subscription product/s is out of stock;
18.16.1 If a product included in a subscription order is out of stock on the day that the order is due to be processed, a total of three attempts will be made to place the order. These attempts will be made once per day until the order is fulfilled, or we cannot create your order because the stock remains unavailable.
18.16.2 If, after three attempts, we are unable to place your order because we have no stock of the item, we will notify you via e-mail using the e-mail address associated with your subscription plan. Your plan will automatically update so that it will be placed again on the next date set by your chosen frequency.
18.16.3 If we are unable to fulfil your order because your subscription item is out of stock, we will refund you the difference between the price you paid and the subscription price you would have paid. We will only do this if you place the order and notify us before you receive the pre-order notification email for your next subscription order for that item on your account.
18.17 Cancelling your subscription
18.17.1 You may cancel a subscription at any time. Cancellations will not affect any product order (single purchase or subscription) for which a payment confirmation has been sent to you. On cancellation, confirmation will be sent via email confirming the cancellation. We will not refund charges paid or payable by you except in the case of our administrative error.
18.17.2 There will be no charge for cancelling your subscription.
18.18 If you wish to return goods purchased by a subscription order, our process and terms are the same as for a single purchase order.
18.19 We retain the right to cancel your subscription plan at any time. If your plan is cancelled, you will be notified of the cancellation. Cancellations will not affect any product order (single purchase or subscription) for which a payment confirmation has been sent to you.
18.20 Subscription orders will be processed (payment taken and stock assigned) on the date indicated in your user profile. Should the initial attempt to take payment fail, a total of three payment attempts will be made. These will be made once per day until payment is successful, or all three payments have failed.
18.21 If any problem arises with your opted payment method which we are unable to address, we will notify you via e-mail using the e-mail address associated with your subscription plan. Your plan will automatically update so that it will run again on the next date set by your chosen frequency.
18.22 You may choose to amend your delivery schedule at any time by editing the frequency option in your account.
18.23 You can change your subscription delivery address at any time up until the day before your order is due to process. We do not accept liability for any failure of Orders to be delivered to you in circumstances where you have provided incorrect delivery address details or failed to update your delivery address details
18.24 All subscription orders will be sent by standard delivery. The costs associated, and whether free delivery will be applicable, shall be in accordance with our standard delivery terms and conditions.
18.25 All Subscription orders are dispatched via services that offer deliveries Monday to Saturday. Any orders that contain both general (e.g. food, toys etc.) and pharmaceutical items may be dispatched at different times and delivered at different times.
18.26 We will take payment for the first Order when you sign up. Subsequent payments will be deducted from your chosen payment method on the date stated on the pre order notification email and will be followed by an Order Confirmation Email setting out the price you have paid.
18.27 If you have more than 1 subscription due to run on the same day, and the payment method and delivery address are the same, they may be merged into a single order.
18.28 You must pay all charges until your subscription plan is cancelled in accordance with these Additional Terms. We will not refund charges paid or payable by you except in the case of our administrative error or as otherwise provided for in these Additional Terms.
18.29 Nothing in these Additional Terms is intended to limit or exclude your statutory rights as a consumer.
18.30 We shall not be liable for any banking charge incurred in connection with your selected payment method.
18.31 The use of your personal data is subject to our Privacy Policy.
18.32 If your personal details change, you must notify us of such changes immediately.
18.33 Subscription orders can only be placed using our website. Subscription orders cannot be placed by telephone or email.
18.34 To place a subscription order, you will need to use your existing website account or create a new one.
18.35 We reserve the right to amend this policy from time to time for any reason, including legal or regulatory reason, or to allow the proper operation of the subscription service. Any such amendments may be made by updating these terms & conditions and posting the amended version on our website. Your continued participation in the subscription service constitutes your acceptance of these amendments. If you do not agree to any changes, you may cancel your subscription.
19. Promotions
19.1 From time to time, we may run promotions or competitions (“Promotional Offerings”) on our website.
19.2 Each Promotional Offering will operate with its own terms and conditions in line with our privacy policy.
19.3 For further information regarding a Promotional Offering, please refer to the promotion’s terms and conditions, which shall be made available on our website.
19.4 Newsletter welcome coupon: This offer entitles new email subscribers to 10% off their first order. The discount is valid on selected items only and cannot be used in conjunction with any other promotional coupon code. The discount code cannot be used alongside site-wide promotional initiatives. This discount cannot be used on prescription products. To redeem the offer, you must subscribe to our email newsletter and use the provided discount code at checkout. The discount code is single-use and non-transferable. Standard delivery charges apply. By signing up, you agree to receive marketing emails. You can unsubscribe at any time via the link in our emails or by contacting customer service