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Terms & Conditions

Delivery
Vetscriptions aims to despatch goods quickly and efficiently following your order. UK orders will normally be dispatched to the address on the order confirmation within 2 working days of receipt and should be received by you within 5 working days of the order being placed.

European and World-wide orders may take longer.

If you have not received your order and have received a dispatch confirmation email, please allow at least 15 working days (for UK deliveries), 20 working days (for European deliveries) or 25 working days ( for non-EU International deliveries). 

We will report this missing parcel to Royal Mail who will then send you a P58 form. You must complete this P58 form and return it to Royal Mail within 10 days or Royal Mail will close the claim and in return we will not be able to issue a replacement. Once Royal Mail have received and accepted the completed P58 Form they will inform us of the result and we will then send you a replacement. These are Royal Mail’s new procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.

Items that are late arriving usually turn out to be at the local sorting office, with a neigbour or as one customer has reported: "Our postman rang the doorbell late on Friday and looking sheepish said that he had been clearing out his van and had discovered the package under the front seat. It had been there for several weeks!!" Please check these first.

Postage & Packing
Items are sent First Class Post, International Air Mail or by Courier at the following charges per complete order:
  • Standard Shipping - Royal Mail 1st Class: £3.30
  • Courier - Tracked & Signed (Interlink Express Next Day: Mon-Thurs):  £4.50
  • Courier Prescription Medication - Tracked & Signed (Interlink Express):  £4.50
  • Courier Heavy Items - Tracked & Signed (Interlink Express Next Day: Mon-Thurs) £5.50
  • Courier Oversized Items - Tracked & Signed (Interlink Express Next Day: Mon-Thurs) £7.95
  • EU Destination Air Mail: £5.50 (£2.00/kg surcharge over 1kg)
  • EU Destination - Air Mail Tracked & Signed  £10.00
  • EU Courier for items up to 15kg: £20.00
  • International Signed for Service (with Tracking and Insurance): £18.00 (£4.00/kg surcharge over 1kg)
Please note that we are not able to despatch Prescription Only Medicines until we have received the prescription from you.

For exceptionally heavy or bulky items, we reserve the right to make a shipping surcharge. Please email for a Postage & Packing quotation.

Vetscriptions CANNOT be held responsible for any losses in transit. If your order is of high value, we strongly recommend selecting one of the courier or signed for postage options as these options include Tracking & Insurance. 

Images are shown for illustration purposes only and packaging may vary due to changes made by our suppliers.

We make it a priority to ensure all items for sale in the Vetscriptions web site are in supply, and that you get what you have ordered. If for any reason an item is out of stock, or we do not receive something from the producer in time for our delivery deadline, we will notify you of when we expect to be able to deliver your order. If you do not wish to wait for the late delivery you have the right to cancel your order for that item and you will be refunded in full for it.

To check on availability before ordering, or if you have not received your order within the maximum estimated time, please e-mail us at Vetscriptions Ltd 

Prices

All prices include VAT. 
VAT registration number 891 4046 17

Method of Payment
Our preferred method of payment for goods ordered is by credit or debit card. Card payment is processed by a secure system administered by Shopify. You will receive e-mail confirmation that the transaction has been authorised and that your card has been debited. You will also receive a reference number with this confirmation which will be required for any correspondence. 

Returns and Refunds Policy
Always keep your invoice or despatch note as this is your proof of purchase. If you return an item you are not pleased with, which is faulty or which has been damaged in transit, the item must be returned to us in its original packaging, within date and in an unused state. If we are able to accept the return of any item, as detailed in the Consumer Protection [Distance Selling] Regulations 2000, we will replace or refund the amount paid for the item in full including the cost of Postage and Packing. 

If you wish to return a product which is not faulty/damaged in transit, then we are unable to refund the shipping charge from the order, and you will be subject to the same administration fee as a customer order error.

UK law prevents us from accepting returns of prescription medication, however as a goodwill gesture we will accept some medication returns. They need to be unused, in their original packaging and returned to us within 7 days of date of receipt.

If you wish to return old medication we will be happy to dispose of this, but unfortunately cannot offer you a refund. 

Where a refund is requested as a result of customer order error - for example where a prescription is not supplied for a Prescription Only Medicine (POM-V)order, an administration fee of up to £2.50 will be charged.

This does not affect your statutory rights.

Liability
Vetscriptions accepts no liability for loss and/or damage to property or purely economic loss resulting from use of products sold on this site. This does not affect your statutory rights where these may differ. As with all provisions in this document they are set out in accordance with the law of the United Kingdom and the Republic of Ireland.

Our Guarantee
We believe that our products are of the highest standard possible for the price we charge, and we try to provide the best possible service to you.
If you are not satisfied with your goods for any reason, you should notify Vetscriptions by e-mail within 10 days of receiving the goods. When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage for the return parcel. We strongly recommend you send it recorded post. If you are returning an item as a result of a mistake by Vetscriptions, we will pay for the cost of postage for the return parcel.

All returns must be sent to:
Vetscriptions Ltd
335 Lower Addiscombe Road
Croydon
CR0 6RG
United Kingdom

Customer Service
If you are happy with our service, we would be delighted if you would go and tell all your family and friends about how kind, helpful, knowledgeable, informative, inexpensive, witty and efficient we are. Write to us and we'll put your comments up on the testimonials page. 

If for any reason your experience with us has been less than excellent, please let us know straight away - we'd like to put it right as quickly as possible. You can email our Customer Services Department at Vetscriptions Ltd or call us on 0845 177 1234 (Monday - Thursday 9am - 5pm and 9am - 4pm on Friday).