Terms & Conditions

Please read these terms carefully, and print and keep a copy of them for your reference.

The Vetsupplyshop site and name is owned and operated by Minster Veterinary Practice Ltd

If you need to contact us please email us at sales@vetsupplyshop.com or call customer services on 01159 516551 (9am-3pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.)

Registered office:
Salisbury Road,
York,
North Yorkshire
YO26 4YN

Minster Veterinary Practice Limited are trading as Vetsupplyshop, company registration no. 5872103.

Minster Veterinary Practice Ltd are VAT registered our number is 893016713

Vetsupplyshop is completely dedicated to your total satisfaction. All of our terms and conditions have been put in place to provide the best possible service  and protect the interests of our customers. If you want to buy from this site or use our web site you can only do so on these terms and conditions, and by using this web site you are agreeing to be bound by them. When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this.

If the goods you order are not available, we may supply you with substitute goods. If you decide not to accept the substitute goods, you will not have to pay to return them to us.

Restrictions

You must be 18 years or older and have a valid credit/debit card, with full authority to use it, to submit an order through this Site. You agree not to use this Site or any content contained in it for any illegal or inappropriate activities.

If you have any suggestions or comments please e-mail us at support@vetsupplyshop.com, we welcome response from our customers and will respond to every e-mail.

We reserve the right to modify these terms and conditions at any time and in any way. These terms and conditions are subject to English Law and the exclusive jurisdiction of the Courts of England and Wales. No contract will subsist between you and vetsupplyshop for the sale by it to you of any product unless and until vetsupplyshop accepts your order by e-mail confirming that it has dispatched your product following payment being made.

Images are for illustration purposes only, product may vary.

We guarantee your satisfaction. This does not affect your statutory rights as a consumer. Complaints will always be dealt with and acknowledged within 3 working days. All complaints will be handled fairly, confidentially and effectively within 30 days. Any complaints can be submitted using one of the following methods:

E-mail: customercare@vetsupplyshop.com

Fax: 01159 516550 (Calls Charged at up to 8p per minute from a land line, calls from mobiles may vary)

Postal Address:
Vetsupplyshop,
Salisbury Road,
York,
North Yorkshire,
YO26 4YN,
United Kingdom

Director
Mr Alastair Johnston

Should you have any comments or complaints please do not hesitate to contact me direct by writing to me at the address above and I will respond to all correspondence within 3 working days.

Typographical Errors

Vetsupplyshop has taken every care in the preparation of the content of this web site, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described.

However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this web site. All prices are displayed inclusive of VAT excluding delivery. To the extent permitted by applicable law, Vetsupplyshop disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this web site

Vetsupplyshop shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this web site In the event a product being listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price.

We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to your credit card account in the amount of the charge.

Links to other website's

We have placed links on this website to other website's we think you may want to visit. We do not vet these website's and do not have any control over their contents. Vetsupplyshop cannot accept any liability in respect of the use of these website's.

Exclusions of liability

Any disclaimers and exclusions of liability in these terms & conditions shall not apply to any damages arising from death or personal injury caused by the negligence of vetsupplyshop or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

How To Order

Ordering with vetsupplyshop is simple and you can shop in complete confidence using our secure payment provider Sagepay or Pay Pal. We accept Visa, Mastercard, Maestro, Solo and Delta cards. Please be assured that no credit card details are kept in your “My Account” area and this facility is purely to enhance your experience on the vetsupplyshop website. You can also place your order over the telephone by calling our Customer Service team on 0 (9am-5pm Mon-Fri, Calls are charged at your local rate, calls from mobiles may vary.)

Choosing the items you need

Once you have found the product you need you can click on the "MORE INFO" button, the product image or the name of the product and this will give you all the information you need such as the size or weight of a product helping you choose the perfect product.

Add to Basket

Once you have chosen your product you need to add it to your shopping basket. You can do this by simply clicking on the ADD TO BASKET button.

You can choose more products by clicking on the CONTINUE SHOPPING BUTTON on the basket page.

You will always be able to see your updated basket on the top right-hand side of every page along with the number of items in your basket and the total amount including delivery charges to England, Wales and Parts of Scotland.

Once you have finished shopping just click on the BASKET button situated at the top right hand side of every page and this will take you back to the basket page where you will be able to review the items you have selected. If you have a voucher code please enter this in the box under the list of products you have selected and click UPDATE. You can always remove a product from your basket by clicking on REMOVE or increase/decrease the quantity of each item by clicking on the + or - button next to the quantity box, or type the number you require and select the update basket button.

Why can't I add an item to my basket?

If the item is not in stock it will show due in 3-6 days, you can click on this button and request an email and we will let you know when it is back in stock.

If the item is showing as no longer available it means that the item has been discontinued by Vetsupplyshop.

Checkout

Once you are happy with the items you have selected, click on the "CONTINUE TO CHECKOUT" button at the bottom of the page. You will be requested to login to your account or to create an account prior to completing your purchase. This will then take you to our checkout page which will allow you to enter your billing, delivery address and payment details.

Once all the required fields are completed you can click on the continue button which will take you to your summary page where a confirmation of your order and order details will be shown. Please take a moment to check your order before making your payment. once you are satisfied with your order you may click on the continue shopping button and provide us with your preferred payment method and make payment using our secure payment provider Sage Pay or PayPal.

Finally you will be provided with a receipt of your order which you should print and retain for your records. An email will also be sent to you confirming your order details.

Returns Policy

28 Day No Quibble Returns

• Products can be returned up to 28 days from date of delivery for a full refund or exchange.
• We are unable to accept part used returns of products, damaged products (unless delivered damaged) or veterinary medicines.
• You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or not the item ordered

Here at Vetsupplyshop we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy. We have made our terms crystal clear and our charges transparent to avoid any nasty surprises. We have split our returns policy up to make it clear how your order will be handled should you not be 100% satisfied with your purchase.

Before returning your item please click here to complete your Customer Returns Form online, complete and submit. We will match this up with your returned product when it is received by our Returns Department.

Return Address 

To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the item(s) to be returned back to us at the address below within 28 days from the date of delivery. We will refund your money, including the original postage charges paid, within 30 days. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

Vetsupplyshop,
Salisbury Road,
York,
North Yorkshire,
YO26 4YN

For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.

Cancellation

If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return goods, so you should take out enough postal insurance to cover their value. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

We regret that we cannot accept cancellations of contracts for the purchase of products, damaged products unless delivered damaged, part used food items, or other perishable goods, veterinary medicines unless they arrive damaged, faulty or not the item ordered.

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

What happens if something is missing from my order?

From time to time items may have been excluded from your delivery as we have either had to follow the item on at a later date or refund you for the value of the item due to a stock problem. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 7 days of receiving the order for any action to be taken.

What happens if I receive Damaged Goods or an Incorrect Item?

If any item(s) of your order are damaged or not the item ordered, customers are to inform vetsupplyshop Customer Services within 24hrs and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Please use our Online form to contact us should you have a problem with your order.

Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.

What happens if I want to exchange a product?

If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! Your card will be charged/refunded any difference in cost plus £ for postage and packing of your replacement.  Please ensure that the item is returned back to us within 28 days of the date the item is delivered to you.

You will be responsible for the cost of returning the item and our postage and packing charge of £ of your replacement.

What happens if I want to return something for a refund?

If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us, it is that simple! We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 28 days of the date the item is delivered to you. You will be responsible for the cost of returning the item.

What happens if I want to cancel/return my entire order?

If your order has not yet been processed by our warehouse you may cancel your order in full, however should your item have been dispatched by us then you will have to follow our returns procedure.

Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £ per parcel.

Should you wish for us to collect the goods vetsupplyshop reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £ per parcel.

Should you wish for us to re-send your parcel it will be done at the published tariff depending upon your chosen delivery service.

You will be responsible for the cost of returning the item however a full refund will be provided for the goods and postage paid when ordered.

What happens if my product develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;

Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

Back Orders

If your item is not in stock*, we will back order it for you. You will always be contacted with the option to cancel your order immediately and receive a full refund if you would rather not wait for the order to be fulfilled within 30 days.

Privacy & Security

Security Policy

1. Our secure-server software and that of Sage pay and Pay Pal our third party banks, encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet
2. In the event of unauthorized use of your credit or debit card, most banks and card issuers either cover all the charges or may limit your liability to just £50.00.
3. If your bank or card issuer holds you liable, Vetsupplyshop will cover your liability up to £50.00 provided that the unauthorized use of your credit or debit card resulted through no fault of your own from purchases made at Vetsupplyshop while using the secure server provided by Sagepay or Pay Pal or Vetsupplyshop.

PLEASE NOTE: this guarantee only applies to credit or debit card purchases made to Vetsupplyshop secure server or those of our payment partners. This guarantee covers a maximum liability of £50.00. In the event of unauthorized use of your credit or debit card, you must notify your card provider in accordance with its reporting rules and procedures.

Privacy Policy

At Vetsupplyshop we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience. Please read on for more details about our privacy policy.

Controllers of personal information

Any personal information provided or to be gathered by Vetsupplyshop is controlled by Alastair Johnston who can answer any questions regarding privacy. Please e-mail him at data protection@vetsupplyshop.com with any questions.

Information is collected lawfully through our catalogue ordering procedure and is in accordance with the Data Protection Act 1998.

What information do we collect? How do we use it?

When you order, we need to know your name, E-mail address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfill your orders and to notify you of the status of your order.

We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your order.

When you enter a contest or other promotional feature, we may ask for your name, address and E-mail address so we can administer the contest and notify winners.

We also monitor customer traffic patterns and site usage to help us develop the design and layout of the store.

We may also use the information we collect to occasionally notify you about important functionality changes to the Web site, new Vetsupplyshop services and special offers we think you'll find valuable. If you would rather not receive this information, you may opt out by sending an E-mail to remove vetsupplyshop.com or by ticking the check box when you make your purchase.

Vetsupplyshop does not disclose buyer's information to third parties under any circumstances.

Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

We only hold records for as long as it is needed for the purpose it was collected. You can request us to disclose all details held about you at any time, and for us to delete these records.

How does vetsupplyshop protect customer information?

When you place orders, we offer the use of our secure servers. The secure server software (SSL) encrypts all information you input before it is sent to us. The pages were you enter your credit/debit card details are provided by a third party bank called Sagepay and Pay Pal who also use (SSL).

Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

What about "cookies"?

Cookies are small pieces of information that are stored by your browser on your computer's hard drive. Our cookies do not contain any personally identifying information, but they do enable us to provide features such as to store items in your Shopping Basket between visits.
Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that.

Will Vetsupplyshop disclose the information it collects to outside parties?

Vetsupplyshop does not disclose buyer's information to third parties under any circumstances.

In summary

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at Vetsupplyshop possible and to enhance your overall shopping experience. We do not sell trade or rent your personal information to others.

Your consent

By using our Web site, you consent to the collection and use of this information by Vetsupplyshop. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Tell us what you think

Vetsupplyshop welcomes your questions and comments about privacy. Please send e-mail's to data protection@vetsupplyshop.com

If you are worried about placing your order online then please call us on 0 and we will take your order over the telephone.

Payment & VAT

Shop in confidence at Vetsupplyshop, using our secure server, verified by Minster Veterinary Practice Ltd, and test daily by ? to ensure it is hacker free. Once you've decided what you want to buy, you can pay through the secure Sage pay payment server or Pay Pal who accept all major credit and debit cards including Visa Debit, Visa Credit, Delta, Visa Electron, MasterCard, Euro card, , Maestro and Solo cards online. We do not accept cheques.

Tax Charges

VAT stands for value-added tax, which is charged on most goods and services within the European Union. Some of our products may include VAT in the displayed price. Should you require a VAT invoice for your order please contact us.

These terms were last changed on 1st of March 2011. These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.