Terms & Conditions

About us

Vetscriptions is an online retailer only and we operate the website - www.vetscriptions.co.uk.

We are Vetscriptions Limited, a company registered in England and Wales under company number 05041014 and our registered address is 335 Lower Addiscombe Road, Croydon, United Kingdom, CR0 6RG. Our VAT number is 891404617.

We supply prescription only veterinary medicines through our website, an activity which 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.

Our address is a Registered Veterinary Premises with the Royal College of Veterinary Surgeons. The supply of prescription only veterinary medicines are dispensed and supplied under the control of veterinary surgeons Dane Walker MRCVS, Jenny Gelling MRCVS. Verify their registered status.

Delivery
Orders  for prescription medications will be processed and dispatched to the address on the order within three working days of payment, this is because they all need to be checked and signed off by a veterinary professional.

We aim to process dispatch all non-prescription items within 1 working day of receiving the order.

All orders should be received by you within seven working days of the order being dispatched. Please note dispatch times will depend on the service selected; Royal Mail state Tracked 24 takes 1 to 2 business days; Tracked 48 takes 1 to 5 business days. Any delays once the order leaves us are, unfortunately, outside our control. 

If you have not received your order and have received a dispatch confirmation email, please allow at least 15 working days (for UK 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.

Please note that we can only post to Mainland UK at this time, all deliveries to Republic of Ireland are currently suspended.


Postage & Packing

Items are sent by Royal Mail at the following charges per complete order:

  • Royal Mail TRACKED 24 - 1st CLASS (under 2kg) - 1 to 2 business days: £4.99
  • Royal Mail TRACKED 48 - 2nd CLASS (up to 2kg) - 2 to 5 business days:  £3.99

     

    Please note that we are not able to dispatch 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. Though we will do our best to help in any way we can, please contact us if you have any issues with your order. Images may be required in order to make any claims for damages/theft.

    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 website 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 dispatch 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 non prescription 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 may 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

    0203 411 0071 (Monday - Friday 9am - 5pm). If your complaint relates to veterinary medicines and we are unable to provide a satisfactory reply you may wish to contact the Veterinary Medicines Directorate.

    ProofFactor