Terms and Conditions

OUR TERMS and conditions

  • What these terms cover. These are the terms and conditions on which we supply products and services to you, via our VetMediUK website (https://www.vetmedi.co.uk/) and The Horse Vet website (https://www.thehorsevet.co.uk/).
  • 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 and services to you, how we may change or end the contract, 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. information about us
    • Who we are.

We are The Horse Vet Limited, a Company registered in England and Wales (“The Horse Vet”). Our Company Registration Number is 09848870 and our registered office is Old Forge Bowling Green Yard, Kirkgate, Knaresborough, England, HG5 8FL.

  • Information about us and our products and services. You can find everything you need to know about us, our products and services on the VetMediUK and The Horse Vet website before you order. We also confirm the key information to you in writing after you order.
  • How to contact us. You can contact us (for example, to check the availability of a product) on the details below:
    • In respect of our VetMediUK website, you can contact us by telephone on 01904 463001, by email at hello@vetmedi.co.uk, or by post to Sheepwalk, 9 The Menagerie, Skipwith Road, Escrick, York YO19 6ET.
    • In respect of The Horse Vet website, you can contact us by telephone on 01904 463001, and by email at charlotte@thehorsevet.co.uk.
  • 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.
  • Regulatory. We are registered as a Veterinary Practice Premises with the Royal College of Veterinary Surgeons (“RCVS”). You can verify our status by contacting the RCVS directly; their contact details are available on their website
  • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  1. OUR CONTRACT WITH YOU
    • We only accept orders when we've checked them. We contact you to acknowledge we've received your order and then we contact you again to confirm we've accepted it. Please note the acknowledgment does not mean we have accepted your order. Our acceptance of your order will only take place when we email you confirmation that we have accepted and dispatched the product (“Order Dispatch Confirmation” email), at which point our contract will come into existence.
    • Sometimes we reject orders. Sometimes we reject orders, for example because you have failed to provide a valid prescription, because the product is unexpectedly out of stock, because we can't verify your age (where the product or services are age-restricted), 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 services or because we are unable to meet a delivery location or deadline you have specified. When this happens, we let you know as soon as possible and refund any sums you have paid.
  2. our products
    • Products can 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 product accurately, we cannot guarantee that a device's display accurately reflects the exact nature of the products. Your product and packaging may vary slightly from those images.
    • Information about products. Prior to the purchase of products, it is important that you are satisfied regarding the appropriateness of particular products, correct use, storage, handling, waste disposal and correct administration of products. In order for you to be satisfied regarding such matters, we ask that you read the data sheet(s) that applies to the veterinary medicinal products that you intend to purchase, which you can find in the VMD’s Product Information Database, prior to confirming and proceeding with the purchase of veterinary medicinal products. After having read the applicable data sheet(s), if you have any further queries regarding any of the products supplied by us, we strongly encourage you to contact us on our details above. The Summary of Product Characteristics (“SPCs”) for all medicinal products sold on this website is also available from the VMD’s Product Information Database at: http://www.vmd.defra.gov.uk/ProductInformationDatabase.
  • Adverse Reactions. In the event of an adverse reaction to any medicinal product it should be reported to the VMD using the form below: http://www.vmd.defra.gov.uk/adversereactionreporting.
  • Off licence medication. Under UK legislation, where there are no suitable drugs specifically authorised for the treatment of a particular species or a particular medical condition in that species, a medical product authorised for a different medical condition, or for use in another animal species or humans, or under certain circumstances a specially prepared unauthorised product, or a medicine imported from another Country under a Special Treatment Authorisation may be used for the treatment of your animal with your consent. Such products (termed “off licence” products) will be used only when your vet considers them to be the most appropriate treatment. Where an order is placed for an off licence medication, you will need to obtain a signed prescription from your veterinarian and send a copy to us within 28 days of your order.
  • Resale of products. The resale of any medicine products purchased from either the VetMediUK or The Horse Vet website is strictly prohibited.
Prescription Medication
  • Any reference to prescription medication in these terms is to Prescription Only Medicines, Category V (“POM-Vs”).
  • Prescription. If you purchase POM-Vs, then you must supply the prescription to us before we are able to dispatch the medication. You will need to obtain this signed prescription from your veterinarian. This must be sent to us within 7 days of your order by email or by post. Our veterinarian will then check all prescriptions to ensure they are authentic and valid.
  • Cancellation of POM-Vs. We are permitted to cancel your order if you do not send the prescription within 7 days of your order. You will be credited for any sum that has been paid by you for the product less a £5.00 administration fee, to cover our transaction fees for refunding the purchase price. If you attempt to purchase more prescription medication than is allowed on your prescription, we will reduce your order to the amount allowed and credit your account appropriately.
  • Altered Prescriptions. You are advised that anyone who alters a written prescription without authorisation to do so by the prescriber is committing an offence under Schedule 3, paragraph 5(3) of the Veterinary Medicines Regulations (“VMR”). We have a zero-tolerance policy for altered or forged prescriptions. We check all prescriptions received to verify their authenticity. Where we suspect the prescription has been illegally amended, altered or tampered with, we will immediately notify you and contact the relevant veterinary practice. If our suspicions are confirmed by the relevant practice we shall immediately cancel the whole of the order in which the altered prescription is included, de-activate the relevant user account and report the misuse to the VMD. If we suspect the authenticity of a prescription and that it has been created fraudulently using a veterinary surgeon’s identity, in addition to the above measures, we shall report the matter to the police who will deal with it as a matter of fraud. In all cases where we suspect a prescription has been illegally altered or is a forged document we shall charge a Reporting Fee of £50 per prescription. By agreeing to these terms you agree that we may deduct the Reporting Fee from the payment received with the order and return the balance to you. If the payment received with your order is less than the Reporting Fee, you agree to provide us with the balancing payment within 7 days of notificatio

 

  1. YOUR RESPONSIBILITIES
    • Provide key information. In order for us to ascertain the suitability of supplying veterinary products and/or services to you, we will require you to provide key information on the animal concerned. This may include species, breed, age and weight of the animal.
    • Accuracy of information. It is vital that all information you supply to us is complete and accurate in all respects because we will, in good faith, rely entirely on the key information you provided in order to ensure that we provide the appropriate medication and/or advice regarding your animal. Any false or inaccurate information you supply to us could result in certain products being prescribed to your animal that are unsuitable or inappropriate for the intended use you have specified to us. Therefore, you hereby agree at all times to provide true, complete and accurate information to us when ordering any veterinary products from us.
  2. OUR FEES
    • We charge you when you order. You agree to pay us the full amount when you order a product or a service. The price for products shown on our websites will be exclusive of delivery costs. You will own any products you buy once we have received payment in full.
    • We can charge interest on late payments. If we're unable to collect any payment you owe us we can charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
    • Payment methods. You can place an order on the VetMediUK or The Horse Vet website, or by telephone. You will be required to pay by credit or debit card. We accept payments made via credit or debit card using Stripe. When you purchase items from our websites, you agree that the credit or debit card you use to pay for purchases is your own.
  3. DELIVERY
    • Delivery fees. Our full delivery options and fees are listed on our Delivery Policy webpage (https://www.vetmedi.co.uk/pages/delivery-and-returns). If you require your order more urgently, you should contact us.
    • Dispatching your order. We will process your order once we have received full payment and a valid prescription, where required. If we cannot do so for any reason, we will contact you by email. You will be notified by email once your order has been dispatched. We do not dispatch any orders on bank holidays.
    • Temperature-controlled orders. Temperature-controlled products will be sent by Royal Mail Special Delivery. For temperature-controlled POM-Vs, the order cannot be dispatched until the prescription has been verified. We reserve the right to withhold delivery to ensure compliance with storage and temperature requirements listed on the products’ labelling, where we are concerned that the temperature in transit will exceed such storage and temperature requirements.
    • We do not part ship orders. If your order contains prescription items and non-prescription items, we will wait to receive the necessary prescriptions and/or for the products to come in to stock so that the whole order is dispatched as one.
    • We're not responsible for delays outside our control. If our supply of your product is delayed by an event outside our control, such as postal strikes, adverse weather conditions or delays by our suppliers, we 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 on the contact details above to end the contract and receive a refund for any products you have paid for in advance, but not received.
  4. RETURNS
    • Your legal right to change your mind. For some of our products and services bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions. These rights, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Consumer Rights Act 2015, are explained in more detail in these terms.
    • When you can't change your mind. You can't change your mind about an order for:
  • services, once these have been completed;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • products that are made to your specifications or are clearly personalised; and
  • products which become mixed inseparably with other items after their delivery.

 

As such, we cannot accept the return of any medication including flea and worming treatments, as we need to be able to guarantee any medication we supply is in a safe condition and has been correctly stored. If you return such a medication to us, we can dispose of this for you but our governing bodies (such as the RCVS and VMD) do not authorise us to resell such products. For other products, the following cancellation terms apply.

  • The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
  • the day we deliver, if it is a product. If the products are for regular delivery, you can only change your mind after the first delivery. If the products are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for a service, for example in relation to online veterinary consultation services.
    • How to let us know. To let us know you want to change your mind, contact us on our contact details above.
    • You have to return the product at your own cost. You have to return it to us within 14 days of telling us you have changed your mind. You can 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 pr at all or within a reasonable time we won't refund you the price. For help with returns, see our Returns Process: [https://www.vetmedi.co.uk/pages/delivery-and-returns] or contact us for more information.
    • We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
    • You have to pay for services you received before you change your mind. If you bought a service we don't refund you for the time you were receiving it before you told us you'd changed your mind.
    • We reduce your refund if you have used or damaged a product. If you handle the products in a way which may reduce its value, we may reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. We can advise you on whether we're likely to reduce your refund.
    • When and how we refund you. If your product hasn’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 back to the product 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.
    • You have rights if there is something wrong with your product or service. If you think there is something wrong with your product, you must contact us. 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. You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is goods, 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 goods are faulty, then you can get a refund.

Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is services, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.

If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
  1. OUR RIGHTS TO CHANGE OR SUSPEND THE CONTRACT
    • Changes we can always make. We can always change a product:
      • to reflect changes in relevant laws and regulatory requirements; or
      • to make minor technical adjustments and improvements.
    • We can suspend the supply of a product or services. We do this to:
      • deal with technical problems or make minor technical changes;
      • update the product to reflect changes in relevant laws and regulatory requirements; or
      • make changes to the product.
    • We let you know and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 14 days you can contact us to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
  2. OUR RIGHTS TO END THE CONTRACT
    • We can withdraw products. We can stop providing a product or an ongoing service. We let you know at least 14 days in advance and we refund any sums you've paid in advance for products which won't be provided.
    • We can end our contract with you. We can end our contract with you for a product or service and claim any compensation due to us if:
  • you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
  • you don't, within a reasonable time of us asking for it, provide us with any other information, cooperation or access that we need to provide the product or services;
  • you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us; or
  • you don’t provide a prescription in respect of POM-Vs products.
  1. OUR LIABILITY
    • We don't compensate you for all losses caused by us or our products or services. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
  • 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).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section above “We're not responsible for delays outside our control”.
  • Something you could have avoided by taking reasonable action.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
  1. personal data
    • We use your personal data as set out in our Privacy Notice
    • Compliance with Data Protection Legislation. We will comply with all applicable requirements of the Data Protection Legislation. We acknowledge that for the purposes of the Data Protection Legislation, we are a data processor. The scope and purpose of processing by us is for the performance of the contract. The types of data and categories of data subject may include your contact, transaction and identification information. The duration of the processing is the duration of the contract. For the purposes of this section, Data Protection Legislation is defined as all applicable data protection and privacy legislation in force from time to time in the UK including the Data Protection Act 2018 (“DPA 2018”) and regulations made thereunder, the UK GDPR (as defined in the DPA 2018), and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended.
  2. DISPUTES
    • Complaints. You should contact us immediately if you have any complaints regarding your products or services provided. We will do our best to resolve any problems you have with us or our products or services.
    • 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. This does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
    • You can go to court. 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.
  3. Other important terms
    • We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact us on the details above to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
    • 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.
    • 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.
    • 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.