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Terms and Conditions

Terms & Conditions (Shop & Pharmacy)

Thank you for your interest in Vet on the Net, the trading name of VetMedics Ltd; registered in England and Wales under company number 12779198, registered office address: 7 Princes Square, Harrogate, England, HG1 1ND. Our VAT number is 355006816. VetMedics Ltd is owned by Nicola Baird.

Please read the following terms and conditions carefully. By accessing and using this website and/or placing an order you are agreeing to be bound to the terms & conditions as stated below. VetMedics Ltd reserves the right to modify these terms and add new terms with immediate effect.

You must be over eighteen years of age to use this website and to make payments online. You confirm that all information provided by you during the order process is true and complete to the best of your knowledge.

If we need to contact you, we will do that using the email or postal address you provided when you registered. In certain circumstances where we need to contact you urgently, we may use the phone number you provided. We may also need to contact your registered vet to check on aspects of a prescription, by submitting a prescription, you give us permission to do so.

Site accessibility

VetMedics Ltd will always endeavour to make the website accessible and functional at all times but from time to time there will be planned maintenance and very occasionally there may be circumstances beyond our control that mean the site cannot be accessed.

VetMedics Ltd reserves the right to terminate accounts, withdraw permission to access the website, remove or edit content and cancel orders at our discretion, at any time.

Account registration

When you create an account with VetMedics Ltd, you become responsible for keeping your account secure, not allowing anyone else to use your account unless you have authorised them to do so and subsequently any activity which is carried out under your account. VetMedics Ltd will not be liable for any activity that results from your failure to keep your account secure.

Accuracy of site information

VetMedics Ltd makes every effort to provide accurate information which is updated regularly regarding all products held on its website. This includes, but is not limited to descriptions of items, pricing, recommendations for use and all other matters on its websites. Where permitted by law, VetMedics Ltd disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else.

VetMedics Ltd may provide information and advice through several means, including but not limited to, its website, email, during phone calls or on consultations. We will try to ensure this is accurate and appropriate. Information supplied on the website, by email or by phone, in many cases will be provided by a qualified veterinary surgeon. It is not however, intended to replace the advice of your veterinary practice who are able to physically examine your pet as required. 

VetMedics Ltd will not be liable for any loss or damage which results from the use of the website or the information it contains. 

Product images are provided for illustration purposes only and the packaging on the product received may differ to that shown in the images.

Vet on the Net may contain links or references to or from other websites and other sources of information. VetMedics Ltd has no control over them and as such accepts no responsibility or liability for their content. The links are not an endorsement.

Placement and acceptance of orders

Orders can be placed at www.vetonthenet.com, during a veterinary advice consultation with one of our fully qualified veterinary surgeons or by telephone. To alter any order once placed, please call 0330 057 5959 and we will do our best to accommodate your request. Orders cannot be changed once they have been dispatched.

Up until the point of dispatch for an order, we reserve the right to reject an order request, or cancel an order, in part or in full, for any reason at our discretion. Please note we only accept orders and prescriptions for UK customers only – we cannot ship veterinary medications overseas.

For any prescription medication ordered, you will only be able to order up to and including the exact amount specified by your vet on the prescription itself. If you have paid for more medication than your prescription allows, you will be refunded. 

We will do what we can to provide medications with an appropriate expiry date for example no less than 6 months for products which will be used on a long-term basis. It is important to note however, when medications are supplied to us, we have no control on the expiry dates and as such cannot guarantee the expiry date on any product. It is your responsibility to check the expiry dates with us before purchasing for any product.

Issues with Prescriptions

If it is found that you have submitted a fraudulent prescription or altered a prescription without the express permission of the prescriber, you will no longer be allowed to purchase any medications through Vet on the Net and will be reported to the Veterinary Medicines Directorate (VMD). Submitting a fraudulent prescription or altering a prescription is an offence.  

Payment

Credit and debit card transactions are carried out on a secure payment service provider called OPAYO (formerly known as Sage Pay). Our site is PCI (Payment Card Industry) compliant.

If you place an order by telephone, your payment details will be entered on OPAYO’s secure payment gateway. Our calls are not recorded, and your card details will not be written down. Payments made during a video consultation will be made by the same means. Video consultations are not recorded.

Orders that require a written prescription will not be fulfilled until the prescription has been received and checked by a qualified veterinary surgeon. We may need to do further checks by calling either yourself or the veterinary surgeon who wrote the prescription. Prescriptions should be uploaded at checkout and these orders cannot be processed without it. If you have any issues when uploading a prescription, please email enquiries@vetonthenet.com or call 0333 057 5959. 

Vet on the Net may have deals, discounts or special offers on from time to time. When these do occur, VetMedics Ltd reserve the right to withdraw them at any time, for any reason, without prior notification

Returns and Refunds

In accordance with The Consumer Contracts Regulations 2013, you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us.  You are responsible for the cost of returning the item to us and taking reasonable care that it arrives back with us safely. If the product arrives back with us damaged, then we may not be able to refund the total amount. We therefore recommend products are sent back to us by recorded delivery as we accept no responsibility for lost items. We must be notified of your intention to cancel the order and you must return the item to us within 14 days. The money will then be refunded to you within 10 days of receipt of the returned item. 

There are a few types of items that cannot be returned. These include:

Perishable food

Medication (see terms and conditions for prescription medicines)

Items that have been opened and/or used (unless found to be faulty) such as collars/leads and beds

For damaged and faulty items, you have 30 days to arrange a return/refund.

Please provide supporting evidence including photos, if relevant, to explain the reason for you return. We may not be able to refund the total amount for the product depending on the circumstances.

Any damage on a product when it arrives should be reported to our team within 7 days of receipt. We advise you take photographs of the damage as we may need to see these before processing any claim. If your order arrives damaged please contact our Customer Service team who will arrange a replacement or refund.

Delivery

Orders will be processed and dispatched as soon as possible. We will try to deliver items in as few parcels as possible. Heavy and light products will always be dispatched separately. If items are not available for an extended period, we will contact you to discuss your options. We have processes in place to ensure the accurate delivery of medications however, the responsibility is on the purchaser to ensure that all products are correct before using them.

Our aim is to get orders dispatched within 3 days of receiving payment subject to assessment of any prescription required and subject to availability.

Rarely, a product may get lost in transit. Orders sent by Royal Mail can be processed as a missing item once they have not arrived 18 working days after the date the item was due to be delivered. Before this time you may wish to contact your local Post Office or Royal Mail sorting office, check with neighbours to see if it has been taken in by them and look for a card left to say a parcel delivery was attempted. You can contact our customer support team on 0330 057 5959 who will be able to support you.

When a product has been dispatched with a courier, please contact the customer service team as soon as the delivery is delayed.

Vet on the Net takes no responsibility for missing items if they have been delivered to an incorrect address. The purchaser is responsible for entering and checking the correct address for delivery of any order.

Delivery to some addresses may carry a higher delivery charge. Other conditions apply regarding deliveries, please read the delivery terms and conditions policy for more detail. 

Please visit the individual carrier’s site for their terms and conditions. By selecting one of their services you have accepted and agree to be bound by their terms and conditions of carriage.

Use of Goods Purchased

When you purchase a product from Vet on the Net, before using it you guarantee that you will:

Check that the goods you received are correct.

Read all information on our website, including the Summary of Product Characteristics (SPC) on the Veterinary Medicines Directorate website, and any information supplied with the order regarding the correct use of the product.

Ensure that you understand product information and are competent and able to use the products safely.

Please follow advice given to you by your vet regarding administration which may, in some cases, differ to that which is shown on the SPC. Your vet will point out if this is the case before prescribing the product.

Please contact us if you are unsure about anything relating to any of the products we stock. As our team of fully qualified veterinary surgeons can offer consultations, we can provide advice on many product related topics such as how to administer a medication, why a particular medicine may have been chosen by your vet etc.

Privacy

VetMedics Ltd has the privacy of customer data at the forefront of everything it does and takes this matter very seriously. Please refer to our full privacy policy to see this in more detail.

Intellectual Property

All rights, including copyright, in the content of these web pages are owned or controlled by VetMedics Ltd. You may not copy, share, download, store (in any medium), transmit, show in public or adapt any content found on these web pages without the prior written consent of VetMedics Ltd.

Feedback and complaints

Queries, comments and complaints are always seen as an opportunity to learn and improved our services and as such are welcomed. These can be made by phoning the team on 0330 057 5959, in writing to enquiries@vetonthenet.com or Pharmacy Team, Oakwood Pines Business Park, The Pines, Fountains Road, Harrogate, HG3 3BF. 

If you feel that a complaint relating to a veterinary medicine has not been resolved, you can contact the VMD at postmaster@vmd.defra.gsi.gov.uk. They are unable to assist in cases where the complaint relates to cost, service or the product you are raising a concern about is not a veterinary medicine. For all these matters contact Vet on the Net by the above listed methods.

We use Trustpilot to monitor reviews and encourage you, where possible to leave a review of the product you purchased and indeed, our service. VetMedics Ltd believes these reviews are an important part of reviewing the service we provide and the products we offer. VetMedics reserves the right to adapt, edit or delete reviews where the information is inaccurate, for example.

Important terms

VetMedics Ltd are not liable for and cannot be held responsible for any losses or claims that may arise directly or indirectly from the use of this website and any other associated media.

If there is a delay or failure to comply with our obligations under these conditions and that delay arises from factors outside our control, we will not be held responsible for that delay or failure. Events outside our control include but are not limited to:

Industrial action

Civil unrest

Natural disaster

Pandemic or epidemic

All contracts are deemed to be made in England and governed by English law. 

These terms were created on the 5th November 2020 and will be reviewed at regular intervals.

RCVS regulation

VetMedics Ltd is a registered Veterinary Practice Premises (VPP) with the Royal College of Veterinary Surgeons. Our VPP number is 7392568. To discuss anything relating to our registration, their details can be found on their website  https://www.rcvs.org.uk/home/ 

The vet responsible for authorising prescriptions is:

Dr Louise Abuzet BVM&S CertAVP(ECC) CertAVP (ZooMed) BSc(HONS) MRCVS

RCVS Advanced Practitioner in Emergency and Critical Care

RCVS number: 7013523