Terms & conditions
Please see below for information on our terms and conditions:
Terms & conditions
This site is owned and operated by Independent Vetcare Limited trading as Pet Drugs Online ("we" or "us"). Registered office: Station House East, Ashley Avenue, Bath BA1 3DS. Registered number 07746795 (England and Wales).
- Accuracy of Information on the Website
2.1. Whilst every effort is made to update the information contained on this website, neither the we nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) ("information") and shall not be bound in any manner by any information contained on the website. We reserve the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You rely on the information contained on this website at your own risk. This website should not be used as a substitute for advice from a veterinary professional. If you find an error or omission at this site, please let us know. Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less or higher than our stated price, we shall notify you before dispatching the product and request instructions on whether you wish to proceed with the order. We are under no obligation to charge the lower amount when dispatching the product to you.
- Account Registration
3.1 When you register an account with Pet Drugs Online to use the website you agree the information and personal details you provide on registration and at any time are correct and complete to the best of your knowledge. You agree to keep your account information and personal details up to date.
3.2 When you register an account with Pet Drugs Online to use the website you must create a password. You are responsible for maintaining the confidentiality of your password and account. We shall not be liable to you or any other person partnership, company or any other entity for any loss or damage which may arise as a result of any failure by you to protect your password or account.
- Ordering Online
4.1 You agree to pay us the full amount and that you understand the requirements for ordering Prescription Drugs.
4.2 All images shown are for illustration purposes only. Whilst every effort is made to ensure that they are as accurate as possible, the packaging shown on products may occasionally vary due for a number of reasons including changes made by manufacturers/suppliers, and imagery may not be available for all product option sizes. The product selected on the "Add to basket" link will reflect the item purchased.
4.3 To check the availability of a product please send us an email to firstname.lastname@example.org or call 01761 603141.
4.4 You agree to complete your animals’ details when requested to do so. Certain licensed NFA-VPS products require this information to be provided before they can be sold to you to ensure you are ordering the correct product for your animal.
4.5 The Summary of Product Characteristics (SPCs) for all medicinal products sold on this site is available from the Veterinary Medicine’s Directorate (VMD) Product Information Database at
4.6 In the event of an adverse reaction to any medicinal product it should be reported to the VMD using the form at http://www.vmd.defra.gov.uk/adversereactionreporting.
- Prescription Only items
5.1 If your order contains prescription only drugs you must within 28 days of your order send a prescription following one of the methods set out on our Prescriptions Information Page. You will then be entitled at any point during the following 90 days to request in writing to us a refund for the prescription only drugs on the cancelled order. This amount (less an administration charge of £5) will be repaid only to the account, debit or credit card used by you for the cancelled transaction after the expiry of the 90 day period. After this time window you will have no entitlement to any repayment or refund.
5.2 You can download and use a Prescription Form available on our Prescription Information Page click here (insert hyperlink) or send us a standard veterinary prescription form available from a veterinary professional.
- Altered Prescriptions
6.1 You are advised that the Veterinary Medicines Regulations (“VMR”) were amended in 2009 to make it a criminal offence to tamper with a written prescription. Schedule 3 Part 5(3) of the VMR states that ‘no person may alter a written prescription unless authorised to do so by the person who signed it’. Pet Drugs Online has a zero tolerance policy for altered or forged prescription. 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 Veterinary Medicines Directorate.
6.2 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.
6.3 In all cases where we suspect a prescription has been illegally altered or is a forged document we shall charge a Reporting Fee of £25 per prescription. By agreeing to these Terms and Conditions you agree that we may deduct the Reporting Fee form 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 notification.
6.4 You are advised that Prescriptions are only valid for 6 months from date of issue. Prescriptions for Scheduled Drugs are also for single use only and cannot be written as repeat prescriptions.
6.5 Whilst we endeavour to ensure all Prescription Only items prices displayed on our website are accurate, occasionally there may be some fluctuation due to manufacturer’s price increase or specific order requirement. In such cases we will contact you to advise you of the revised price once we have your prescription.
- Non Prescription Items
7.1 When purchasing non-prescription items from the website you may be asked to provide some additional information about your animals’ health so we can ensure that the non-prescription item is suitable for your animals’ needs.
7.2 You agree by accepting these Terms to read and check the manufacturer’s datasheet supplied, to use the product according to the manufacturer’s guidelines and to check that the products are suitable for the species, age, and weight of animal and correct indication.
7.3 If you are in any doubts as to the suitability of the items you must contact your vet.
8.1 Pet Drugs Online accept payments made by credit/debit card via Paypal and sage pay. When you purchase items from the website, you agree that the credit/debit card you use to pay for purchases is your own.
8.2 Pet Drugs Online holds no information regarding your credit/debit/bank account details. You will receive a confirmation email 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.
8.3 Pet Drugs Online are PCI (Payment Card Industry) Compliant, this means our processes and infrastructure are reviewed regularly to ensure we meet high operational standards. This is certified by Security Metrics, for full details of their service and the PCI standards please click here.
8.4 Pet Drugs Online has taken reasonable steps to ensure security of your personal information from loss, misuse and unauthorised access. However there are no guarantees. You should keep in mind that no Internet transmission is ever 100% secure or error-free. In particular, any e-mail sent to or from this site may not be secure, and you should therefore take special care in deciding what information you send to us via e-mail. Any information you do provide us with, regardless of method or purpose, is at your own risk.
9.1 Pet Drugs Online process payments by Sage Pay and also PayPal.
Sage Pay are one of the leading online payment solution providers and process millions of secure payments each month for over 45,000 businesses. They are also a Level 1 PCI DSS compliant Payment Service Provider.
PayPal handles payments for over 230 million users worldwide. PayPal to international PCI (Payment Card Industry) and CISP (Cardholder Information Security Program) standards for data protection. It deploys address and card verification checks and runs under 128-bit encryption.
10.1 Pet Drugs Online will not be held responsible for lost parcels caused due to an incorrect delivery address entered by you.
Delivery address cannot be changed once the order has been shipped.
Pet Drugs Online are unable to refund courier delivery charges. Courier delivery does not guarantee next day delivery. In the event of the parcel not being delivered next day, delivery charges will not be refunded.
We accept no responsibility if your order is stopped by international customs. We are unable to dispatch dangerous goods such aerosols & flammables to international locations due to transport regulations.
Orders over £100 in value must be sent via a Courier Service . Where customers choose a Royal Mail 1st or 2nd Class service the maximum compensation Pet Drugs will cover is £100. Any amount over this needs to be paid by the client before a resend will be made.
10.2 Most orders are accepted within one business day from placing the order and dispatched within one business day from our acceptance of your order. We dispatch your order using Royal Mail 2nd Class as Standard Delivery unless you request one of the alternative shipping methods available. Full details of the alternative shipping methods and estimated timescales of delivery are available on the Delivery Information page. All products which require refrigeration must be sent via Next Day Special Delivery (£5.99 charge) to ensure that they arrive in optimum condition. They cannot be sent internationally. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. It is your responsibility to ensure that someone is available to sign for the package and that the contents are placed in a fridge immediately after receiving the parcel. We cannot take any responsibility for the contents of the package after the allotted 24 hour delivery period e.g. if no one is available to sign for the parcel at delivery and it gets sent to the local delivery office We take no liability whatsoever for the cost of a replacement order.
10.3 If for any reason an item is out of stock or is not received in time from our suppliers we will notify you of when we expect to be able to dispatch. If you do not accept the likely dispatch date under these circumstances we shall at our discretion cancel the order and provide you with a full refund.
10.4 We advise not to leave your order to the last minute, especially if you are running low on important medication and to place your order as soon as possible to ensure there is sufficient time for your order to be processed, packed and dispatched to you.
10.5 Processing, Packing & Dispatch:
10.5.1 Please allow up to 24 hours (Monday – Friday) to process, pack and despatch your order from our warehouse. Orders are dispatched Monday to Saturday (excluding bank/public holidays). Orders that are placed on a Friday and weekends will be delivered the following week.
10.6. Shipping Methods & Timescales - UK Mainland:
10.6.1 We offer a number of shipping methods and timescales, including Next Day Courier Delivery for urgent items. Please note that these time-scales are approximate guidelines only, and do not include the additional 24 hours required for processing, packing and dispatching orders from our warehouse.
10.7 Shipping Locations & Prices:
10.7.1 We split our deliveries into three categories: 1) UK Mainland, 2) UK Highlands, Islands & Northern Ireland and 3) Europe & European Union (EU). The location you select as your delivery address and the weight and value of the items ordered determines what options and prices you will be offered when checking out.
10.7.2 ALL orders below £29.00 in value are subject to a £2.50 handling fee.
10.7.3 Please note that due to the nature of the products that we sell, there are some countries and territories which we cannot ship to. We ship only within Europe.
10.7.4 Please be aware that at times the postal carriers may change. A large, bulky item such as a Cat Carrier (which is physically large but light in weight) may also attract specific postal charges.
10.7.5 Shipping of refrigerated products - please note that all products that require refrigeration must be sent via Next Day Courier Delivery (£5.99 charge) to ensure that they arrive in optimum condition and cannot be sent internationally. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. It is the customer’s responsibility to ensure that someone is available to sign for the package and that the contents are placed in a fridge immediately after receiving the parcel. We cannot take any responsibility for the contents of the package after the allotted 24 hour delivery period (e.g. if no one is available to sign for the parcel at delivery and the item is sent to the local delivery office) we are not liable for the cost of a replacement order.
10.8 What to do if your item does not arrive within expected time-scales
10.8.1 The vast majority of our orders will arrive within the time-scales provided on the site. However if you order has not been delivered within these expected time-frames after it has been despatched we ask that you please first check with your local post office and follow the guidelines below:
Less than 4-5 working days after your order were processed:
Please keep waiting for your order to arrive as it is most likely still in transit and may have been held up by an incomplete address, missing postcode or circumstances out of our control such as adverse weather conditions or strike action.
5-10 working days after your order were processed:
Your mail is now officially delayed and our advice is to check with neighbours that could have taken in the parcel on your behalf. If your item requires a signature and no-one is available to sign for it, the postman or courier will take your item back to your local delivery office. The postman should leave you a card to inform you of this.
15 working days after your order was processed:
Once 15 working days have passed since despatch, Royal Mail class your item as lost and we are then able to send out a replacement.
Please send us an email complete with your order reference number and confirming that you have never received the item.
We cannot replace items that the Royal Mail has lost until 15 working days have passed.
Please ensure your delivery address is correct when placing an order. If you require a signature we advise you choose a delivery address where someone is guaranteed to be in to sign for your order, such as your work address. We cannot take responsibility for undelivered items caused by incorrect address details.
- Returns and Exchanges
11.1 Return of unwanted Non Medicinal items
As detailed in the Consumer Protection Distance Selling Regulations 2000 (and amendments), you are entitled to 14 days to cancel an order from receipt of the order.
We can accept foods, pet accessories e.g. collars, leads, toys, bowls etc., pheromone product e.g. Adaptil, Feliway, Pet Remedy and certain non-prescription supplements e.g. joint supplements. It is your responsibility to contact Pet Drugs Online by email to advise us of your intention to return or exchange any item(s) within 14 days of receipt of them. After this date, it falls solely within the discretion of Pet Drugs Online if a return or exchange will be accepted.
You must return items using the address on the invoice received with the delivery. Please ensure you provide us with your name and contact details. In order to receive a refund the items must be unopened and unused, in original packaging. We will contact you with details of your refund, once we receive and process the returned item.
We will not compensate you for return postage unless the order is being returned due to our error and such error has been acknowledged by us in writing. You will receive a refund for the order cost in full. Please allow 10 days from the date of our receipt of the returned item for the money to reach your account. If your refund has not arrived after this time please contact our customer service team who will be happy to help. Opened and or used products cannot be returned to us unless the product is faulty or broken. Genuinely faulty goods will be credited by refunding the amount paid for the item in full and return P&P. This does not affect your statutory rights.
Should any goods arrive with minor damage in transit, and be adversely affected by that damage, we will replace these items. Where only part of an order is damaged we will provide a credit for the damaged items only. For instance if an order contains several tins of food and a only a few tins are damaged in transit, we will credit you for the damaged items only as opposed to the whole order. Should you wish to not accept the whole order you can return the order back to us, but we cannot be responsible for the cost of returning the items.
We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you. We believe that all our items are of the highest quality and we endeavour to provide you with the best possible service. If you are not satisfied with our goods for any reason, you should notify Pet Drugs Online by telephone or email within 14 days of receiving the goods. Our customer service team will then be able to assist you.
11.2 Medicinal Items
Medicinal items cannot be returned due to reasons of hygiene, possible contamination and directives from the governing body. Medicinal items include all prescription medicines, flea treatments, worming tablets.
11.3 Unauthorised Returns
If you return an item without prior approval and an authorisation code, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge and £15 administration fee.
Any refunds due back to you under conditions 3.1 -3.2, will be refunded via the same means as when the order was placed and by no other methods.
11.5 Prescription Orders
If your order contains prescription only drugs you must within 28 days of your order send a prescription following one of the methods set out on our prescriptions information page. If you do not do so within this time limit your order for prescription only drugs will be cancelled automatically. You will then be entitled at any point during the following 90 days to request in writing to us a refund for the prescription only drugs on the cancelled order. This amount (less an administration charge of £5) will be repaid only to the account, debit or credit card used by you for the cancelled transaction. After this time window you will have no entitlement to any repayment or refund.
- Intellectual Property
12.1 The content of the website, including graphics, data, information, text, images, design, logos, links, software and source code are protected by copyright, trademarks, database and other intellectual property rights. All rights, including copyright, in the content the pages of the website are owned and controlled by us. You may retrieve and display the content of the website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy, broadcast, download, store (in any medium), show, play in public, adapt, change in any way or distribute or use for commercial purposes any of the materials or content on the website without our prior written permission.
- Trade Marks
The trade marks, names, logos and service marks (collectively "trademarks") displayed on this website are registered and unregistered trademarks belonging to us, suppliers, manufacturers and partners of the owner. Nothing contained on this website should be construed as granting any licence or right to use any trade mark without our prior written permission.
- External Links
External links may be provided for your convenience, but they are beyond our control and no representation is made as to their content. Use or reliance on any external links and the content provided thereon is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without our express prior written permission. Please contact us if you would like to link to this website or would like to request a link to your website.
Pet Drugs Online make no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company's personal information or material and information transmitted over our system.
- Disclaimer of Liability.
Pet Drugs Online its directors, shareholders and associated persons shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither we nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.
17.1 Entire Agreement.
These Terms constitute the sole record of the agreement between you and us in relation to your use of the website. Neither you, nor us shall be bound by any express tacit or implied representation, warranty, promise not recorded herein. Unless otherwise specifically stated these Terms supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and us in respect of your use of the website. You agree that your order is an offer to buy the items and products under these Terms. All orders must then be accepted by us. Please note that the Order confirmation email is not an acceptance of your order. Acceptance of your order and the formation of the contract of sale between Pet Drugs Online and you will not take place unless and until you have received your order. Please note that Pet Drugs Online reserves the right to cancel your order at any time before you receive your ordered items.
We may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant Terms (the "current version") and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.
All provisions of any of the Terms, Policies and Information Notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Please contact us if you require clarification on any of the terms in this statement.
17.4 Applicable laws.
All Terms, policies and information notices shall be governed by and construed in accordance with the laws of Great Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms, policies and notices or any matter related to or in connection therewith.
17.5 Accessing the Site
We cannot guarantee that the website will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the website or any computer system, server, router or any other internet-connected device. We cannot and do not guarantee or warrant that any content of the website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output. We do not accept liability for any losses or claims arising from any inability to access the website or any failure to complete a transaction.
We are registered as a Veterinary Practice Premises with the Royal College of Veterinary Surgeons. Our premises reference number is: 7059400. You can verify our status by contacting the RCVS directly; their contact details are available on their website www.rcvs.org.uk.
Registered Business Address:
Company Registered in England
Independent Vetcare Ltd, Station House East, Ashley Avenue, Bath BA1 3DS
Company No. 07746795
VAT No. 115 1416 58
The owner of the business is Independent Vetcare Ltd.
Questions, comments and requests regarding this policy are welcomed and should be addressed to:
Pet Drugs Online, Unit 7B, Burnett Business Park, Gypsy Lane, Keynsham, Bristol, BS31 2ED.
Fax: 01225 580077
Tel: 01761 603141