Terms & Conditions
Terms of sale
These terms of sale (Terms) tell you the terms and conditions on which we supply any product (Product) listed under the various categories of our website www.petprescription.co.uk (Site) to you. These Terms will apply to any contract between us for the sale of a Product to you (Contract) and tell you who we are, how we will provide the Product to you, how you or we may change or cancel the Contract, what to do if there is a problem and other important information.
Please read these Terms carefully and make sure you understand them, before ordering any Product from our Site. You should understand that by ordering a Product, you agree to be bound by these Terms. You should print a copy of these Terms or save them to your electronic device for future reference.
When purchasing any of our Products, please tick the box to confirm that you have read and agree to the ‘Terms and Conditions’, when indicated to do so after you have created and registered an account on our Site, if you accept them. Please understand that if you refuse to accept these Terms, you will not be able to order any Products from our Site.
We reserve the right at any time to modify these Terms and to impose new or additional terms or conditions on your use of the Site. Such modifications and additional terms and conditions will be effective immediately and incorporated into these Terms once posted on the Site. Whilst we will
1.Information About Us And How To Contact Us
1.1 This Site is owned and operated by Independent Vetcare Limited trading as Pet Prescription ("we" or "us"). Our registered office address is The Chocolate Factory, Keynsham, Bristol BS31 2AU. Our VAT number is 115 1416 58.
1.2 You can contact us by writing to us by email at email@example.com or by post at Pet Prescription, PO Box 171, Bristol, BS31 9EG or by telephone at 01761 258 517.
1.3 If we need to contact you, we will do so by writing to you at the email address or postal address you provide to us in your order.
1.4 When we use the words “writing” or “written” in these Terms, this includes emails.
2. Your Status
2.1 By placing an order through our Site, you warrant that: you are legally capable of entering into binding contracts; you are at least 18 years old; and all information supplied to us is accurate and complete.
3. Account Registration
3.1 When you register for an account with our Site to place orders you agree that the information and personal details provided 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 our Site 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.
4. Our Contract With You
4.1 Your order. After placing an order, you will receive an email from us acknowledging that we have received your order and that the transaction has been authorised and that your card has been debited (Order Acknowledgment). Please note that this does not mean that your order has been accepted. Your order constitutes an offer by you to purchase our Product in accordance with these Terms. All orders are subject to acceptance by us, and acceptance of your order will not take place until you have received your order. At which point a Contract will come into existence between you and us.
4.2 Your order number. We will assign an order number to your order and tell you what it is in our Order Acknowledgment. It will help us if you can tell us the order number whenever you contact us about your order.
4.3 If we are unable to accept your order we will inform you of this in writing and we will reimburse the card you used to make the payment. This might be because the Product is out of stock, because of unexpected limit 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 because we are unable to meet a delivery timescale we or you have specified.
4.4 To check availability of a Product please call us or send us an email. The contact details can be found at clause 1.2.
5. Our Products
5.1 A product may vary slightly from its picture. The images of the Products on our Site are for illustrative purposes only.
5.2 Whilst every effort is made to ensure that they are as accurate as possible, the packaging shown on the Product may occasionally vary due to a number of reasons including changes made by manufacturers/suppliers, and imagery may not be available for all product option sizes.
5.3 We may require you to provide us with further information in respect of your animal prior to completing your order. 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. You will not be able to proceed with your order until this additional information has been provided to us.
5.4 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
5.5 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.
6. Prescription Only Products
6.1 If your order contains Prescription Only Products you must send a prescription following one of the methods set out on our Prescriptions Information page within 28 days of your order (via upload, fax, email, scan, sending a photograph or by post). Please note we will not be able to complete your order until you have provided us with a suitable prescription in the format as detailed below. If you do not send a valid prescription within this time limit your order for Prescription Only Products 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 Products 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.
6.2 You can download and use a Prescription Form available on our Prescription Information Page on our Site or send us a standard veterinary prescription form available from a veterinary professional.
6.3 We are not able to accept returns in respect of Prescription Only Products.
7. Non-Prescription Products
7.1 When purchasing Non-Prescription Products from our Site you may be asked to provide some additional information about your animals’ health so we can ensure that the Non-Prescription Product 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 Product you must contact your vet.
8. Price And Payment
8.1 The price. The price of the Product will be the price indicated on our Site. We take all reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 13.4 for what happens if we discover an error in the price of a Product you have ordered.
8.2 VAT. Where you place an order within the UK, we will charge VAT on that order. All prices are inclusive of VAT.
8.3 Price changes. Product prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Acknowledgment.
8.4 If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any Product provided to you.
8.5 Payments. Payment for a Product must be by credit or debit card at the time of order. We accept payment with all major credit cards except American Express. Payments are accepted and processed by Paypal and Sagepay. Our Site will convert your credit/debit card details into a secure token which is held on our Site. This allows you to have secure access to your credit/debit card details for recurring payments in the future. Please note your credit/debit card details can only be identified by Sagepay.
8.6 Our Site is PCI (Payment Card Industry) Compliant, this means our processes and infrastructure are reviewed regularly to ensure we meet high operational standards.
8.7 Our Site 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 email 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 email. Any information you do provide us with, regardless of method or purpose, is at your own risk.
9.1 Delivery cost. The cost of delivery will be as displayed to you on our Site. Please note all orders below £39.00 in value will be subject to a £2.99 handling fee.
9.2 Delivery Date. Most orders are dispatched within one business day (Monday-Friday) from receipt of the Order Acknowledgment unless there is an Event Outside Our Control which is defined below at clause 17. Orders are dispatched Monday to Friday (excluding bank/public holidays). Orders that are placed on a Friday and weekends will be delivered the following week.
9.3 Standard Delivery. Unless requested all orders will be dispatched via Royal Mail 1st Class as standard delivery (depending on the shipping location – see clause 9.5). Full details of the alternative shipping methods and estimated timescales of delivery are available on the Delivery Information Page on our Site. The delivery address cannot be changed once the order has been placed and we will not be held responsible for lost parcels caused due to an incorrect delivery address entered by you. Where customers choose Royal Mail 1st class as their delivery service the maximum compensation our Site will cover is £100. Any amount over this will need to be paid by the customer before a resend will be made.
9.4 Courier Service. All products which require refrigeration must be sent via Courier to ensure that they arrive in optimum condition. All products which require refrigeration cannot be sent internationally. All orders over £100 in value must be sent via Courier. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. We are unable to refund courier delivery charges and courier delivery does not guarantee next day delivery. It is also 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 will not be held responsible for the contents of the package after the allotted 24 hour delivery period if no one is available to sign for the parcel at delivery and it gets sent to a local delivery office.
9.5 Shipping Locations. We deliver to UK Mainland, UK Highlands, Islands & Northern Ireland, and Europe & European Union. The shipping location chosen and the weight and value of the items ordered determines what options and prices you will be offered when checking out.
9.6 International Orders.
9.6.1 We ship only within Europe. If you order a Product from our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
9.6.2 There are some Products which we are unable to dispatch to international locations due to transport regulations such as aerosols and flammables.
9.6.3 Please also note that you must comply with all applicable laws and regulations of the country for which the Product is destined. We will not be liable for any breach by you of any such laws.
9.7 If we cannot deliver. We reserve the right at our absolute discretion not to accept orders from addresses to which our delivery partners will not deliver. We will notify you by email if this is the case.
9.8 You are responsible for the Product. From the time we deliver the Product to the address you gave us.
10. You Have Not Received Your Product
10.1 Most of our orders will arrive within the time-scales provided on our 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:
10.2 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 Events Outside Our Control (please refer to clause 17).
10.3 5-10 working days after your order were processed:
Your order 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.
10.4 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.
10.5 Time limits
You must notify us of any missing or damaged parcels within 90 days. We cannot process claims for missing or damaged items where initial notification is received after this time.
11. Your Rights To Cancel The Contract
11.1 Your right to cancel the Contract will depend on your reason and when you decide to cancel the Contract:
11.1.1 If what you have bought is faulty or wrongly described you may have a legal right to end the Contract (see clause12.3 );
11.1.2 if you have just changed your mind about the Product (see clause11.2) you may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the cost of returning the Product;
11.1.3 if we have told you about an error in the price of the Product you have ordered and you do not wish to proceed (see clause13.4); or
11.1.4 If there is a risk that delivery will be significantly delayed because of an Event Outside Our Control (see clause 17).
11.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind for a period beginning on the date of the Contract and ending 14 days after you have received the Product. After this date, it falls solely within our discretion if a return or exchange will be accepted. You may do this in accordance with clause 11.1.2 and receive a full refund of the price paid for the Product. This provision does not include Prescription Only Products. We can only accept foods, certain pet accessories (e.g. collars, leads, toys, bowls etc..), certain pheromone products such as Adaptil, Feliway, Pet Remedy etc.. and certain Non-Prescription Products. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
12. How To End Your Contract With Us
12.1.1 By post. If the Product has been dispatched and received please post the Product to us at the address on the accompanying invoice which is enclosed with the Product, telling us when you ordered it, your order number and 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.
12.1.2 By email. If the Product has not yet been dispatched or you have not received them, you can email us at firstname.lastname@example.org . Please provide us with your name, contact details, and details of the order, and, where available, your order number.
12.1.3 You may use the model Cancellation Form located at the end of our Returns Page, but it is not obligatory.
12.2 If you end the Contract for any reason after the Product has been dispatched to you or you have received them: you must return the Product to the address for returns set out on the invoice enclosed with the Product within 14 days of telling us that you wish to end the Contract, and at your own cost (unless we will pay for your returns as detailed in clause 12.3.
12.3 When we will pay for the cost of returns: if the Product is faulty or misdescribed; or if you are ending the Contract because we have told you of an upcoming change to the Product or these Terms, an error in pricing or description, or a delay in delivery due to an Event Outside Our Control (defined in clause 17). In all other circumstances (including where you are exercising your right to change your mind) you must pay the cost of return.
12.4 Your reasonable care of the Product. You have a legal obligation to take reasonable care of the Product while it is in your possession, including taking reasonable care of the Product while it is in your possession, and taking reasonable care when posting it back to us. If you fail to comply with this obligation, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Product if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Product and later discover that you have handled them in an unacceptable way, you must pay us an appropriate amount. Similarly opened and or used Products cannot be returned to us unless the Product is faulty or broken. If any Products 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. 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.
12.5 Return Postage: We highly recommend that items are returned via a trackable service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the Products are adequately packaged to ensure that they are not damaged during return transit.
12.6 How we will refund you. We will refund you the price you paid for the Products and the basic delivery cost, by the method you used for payment. We are not able to refund by any other method. However, we may make deductions from the price, as described above. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
12.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 10 days from the date of our receipt of the returned Product. If your refund has not arrived after this time please contact us by any of the methods of contact at clause 1.2.
12.8 Returning 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.
12.9 Unauthorised Returns: If you return a Product 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.
12.10 If you have any questions or complaints about the Product, please contact us using the contact details given at clause 1.2 above.
13. Accuracy Of Information On This Site
13.1 Whilst every effort is made to update the information contained on our Site, 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 our Site (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 Site.
13.2 We reserve the right at any time to change or discontinue without notice, any aspect or feature of our Site.
13.3 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 Site at your own risk. This Site 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.
13.4 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.
13.5 Standard Retail Price. This value is calculated through a survey of veterinary goods retailers within the Independent Vetcare group. These ‘over the counter’ prices are collated and an average taken to determine the Standard Retail Price. For brevity this is abbreviated to SRP on our site. We regularly update these prices providing as up to date accuracy as we can.
14. Our Liability
14.1 Any Product we supply is only for domestic and private use. We will not accept your order if we think you may resell the Product. However, if you do use the Product for any commercial, business or re-sale purpose, subject to clause 14.3, we will not be liable for losses that result from our failure to comply with these Terms that fall into the following categories:
14.1.1 Loss of income or revenue;
14.1.2 Loss of business;
14.1.3 Loss of profits;
14.1.4 Loss of anticipated savings;
14.1.5 Loss of data; or
14.1.6 Waste of management or office time.
However, this clause 14.1 will not prevent claims for loss of or damage to your physical property that are foreseeable or any other claims for direct loss that are not excluded by categories 14.1.1 to 14.1.6 inclusive of this clause 14.1.
14.2 Subject to clause 10.3, we will not be liable for non-delivery, late delivery, any lost Product or any loss arising from such non-delivery, late delivery or lost delivery where it is due to inaccurate or incomplete information supplied by you, such as not providing your name or your full address details in your order.
14.3 Nothing in these Terms excludes or limits our liability for:
14.3.1 death or personal injury caused by our negligence;
14.3.2 fraud or fraudulent misrepresentation;
14.3.3 any breach of the obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
14.3.4 defective products under the Consumer Protection Act 1987; or
14.3.5 any other matter for which it would be illegal for us to exclude or attempt to exclude our liability including where you are a consumer, for breach of your legal rights in relation to the Product, including the right to receive a Product which is: as described and matches information we provided to you; of satisfactory quality and fit for any purpose made known to us.
15. How We May Use Your Personal Data
15.1 We will use the personal data you provide us with:
15.1.1 to supply the Product to you; and
15.1.2 to process your payment for the Product.
15.4 Pet Prescription use Feefo (www.feefo.com) and Trustpilot (www.trustpilot.co.uk) review services. When sending out invitations for reviews these sites act as data processors on behalf of and under the instruction of Pet Prescription. Feefo process customer names and email addresses solely for the purpose of inviting customers to post reviews. Trustpilot process customer names, email addresses and order numbers solely for the purpose of inviting customers to post reviews.
16. Our Right To Vary These Terms And Conditions
16.1 We have the right to revise and amend these Terms from time to time.
16.2 You will be subject to the Terms in force at the time of the Contract between you and us, unless any change to these Terms is required to be made by law or governmental authority or if we notify you of any change to these Terms before we send you the Order Acknowledgment (in which case we have the right to assume that you have accepted the change to the Terms, unless you notify us to the contrary within 14 days of receipt by you of the Product.
17. Events Outside Of Our Control
17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Event Outside Our Control).
17.2 An Event Outside Our Control includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
17.2.1 strikes, lock-outs or other industrial action;
17.2.2 civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
17.2.3 fire, explosion, storm, flood, earthquake, subsidence or other natural disaster;
17.2.4 impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
17.2.5 impossibility of the use of public or private telecommunications networks;
17.2.6 the acts, decrees, legislation, regulations or restrictions of any government; and
17.2.7 pandemic or epidemic.
17.3 Subject to clause 17.4, our performance under any Contract is deemed to be suspended for the period that the Event Outside Our Control continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Event Outside Our Control to a close or to find a solution by which our obligations under the Contract may be performed despite the Event Outside Our Control.
17.4 If there is a risk of substantial delay from the Event Outside Our Control, you may contact us to end the Contract and receive a refund for any Product you have paid for but not received.
18. Intellectual Property
The content of our Site, 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 Site 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 Site without our prior written permission.
19. 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 Site should be construed as granting any licence or right to use any trade mark without our prior written permission.
20. 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 Site without our express prior written permission. Please contact us if you would like to link to this Site or would like to request a link to your website.
21. Other Important Terms
21.1 Notices. All notices given by you to us in connection with the Contract must be sent to the contact address in clause 1.2 by pre-paid post. Email is preferable – email email@example.com. We may give notice to you at either the email or postal address you provide to us when placing an order.
21.2 Notices will be deemed received and properly served immediately 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.
21.3 Transfer of rights and obligations. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.
21.4 Waiver. If at any time during the term of a Contract, we do not immediately insist upon strict performance of any of your obligations under the Contract or any of these Terms, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies or any future rights or remedies. It does not prevent us from taking such steps against you at a later date, and does not relieve you from compliance with such obligations.
21.5 Severability. Each of the clauses of these Terms operates separately. If any court or competent authority decides that any of the provisions of these Terms or any provisions of a Contract are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
21.6 Alternate dispute resolution. If you are not satisfied with how we have handled any complaint you have made, you may submit a dispute for online resolution to the European Commission Online Dispute Resolution platform. This is an online procedure where an independent body seeks to resolve any dispute without the parties having to go to court.
21.7 Third party rights. The Contract is between you and us. Subject to clause 21.3, no other person shall have any rights to enforce any of its terms.
21. 8 Law and Jurisdiction. These Terms are governed by English law and you can bring legal proceedings in respect of the Product in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Product in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Product in either the Northern Irish or the English Courts.
21. 9 Accessing the Site. We cannot guarantee that the Site will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the Site and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the Site 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 Site 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 Site 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.