Terms and Conditions

Terms and Conditions sub Heading

  1. These Terms
    • What these terms cover. These are the terms and conditions on which we supply medicines and/or treatments for your pet(s) and/or animal(s) (“products”) to you. For the purposes of these terms, unless the context expressly states otherwise, “products” shall include any Veterinary Medicinal Product with the following classifications: POM-V; POM-VPS; NFA-VPS; and/or AVM-GSL that we supply via our website (ukpetdrugs.co.uk) (“our site”).
    • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us.
  2. Information About Us and How to Contact Us
    • Who we are. We are UK Pet Drugs Limited, a company registered established in England and Wales with company registration number 14642939 and our registered office at Building 18 Gateway 1000, Whittle Way, Arlington Business Park, Stevenage, Hertfordshire SG1 2FP.
    • How to contact us. You can contact us by:
      • telephoning our customer service team at:0115 907 0051; or
      • emailing us at: [email protected]
    • How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address that you have provided to us in your order.
    • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  3. Your Status
    • 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 that you provide to us is accurate and complete.
  1. Our Contract With You
    • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits 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 deadline that you have specified.
    • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
    • We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK.
  2. Our Products
    • Products may vary slightly from their pictures. The images of the products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may therefore vary slightly from those images.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
    • Further information. We may require that you provide us with further information in respect of your pet or animal prior to completing your order. Certain products (NFA-VPS and, in some cases, POM-VPS) require certain additional information to be provided before they can be sold to you to ensure that you are ordering the correct product for your pet or animal. You will not be able to proceed with your order until you have provided this additional information.
    • The summary of product characteristics for all products that are sold on our site is available from the Veterinary Medicines Directorate’s (“VMD”) Product Information Database at
      http://www.vmd.defra.gov.uk/ProductInformationDatabase.
    • Adverse reactions to a product. You should report any adverse reaction to any product to the VMD at https://www.vmd.defra.gov.uk/adversereactionreporting
  3. Supply of Products
    • We supply the following classifications of Veterinary Medicinal Products via our site:
      • POM-V – requires a written prescription issued by a vet for a pharmacist to fulfil. A request for this classification of product needs to be uploaded to our site (see clause 6.2);
      • POM-VPS – requires a prescription issued either by a vet, a pharmacist, or a suitably qualified person (SQP) and either:
        • needs to be uploaded to our site (see clause 6.2), or
        • if you provide us with certain information (captured at registration) and agree to certain terms (which appears at check out) we can remotely prescribe these products (the majority of these products are equine parasiticides) (see clause 5.3);
      • NFA-VPS – does not require a prescription, however you will need to provide us with certain information (captured at registration) and agree to certain terms (which appears at check out) (see clause 5.3); and
      • AVM-GSL – general sales list/over the counter products.
    • If your order is for a product for which a prescription is required (POM-V; or POM-VPS, where clause 6.1.2.1 is applicable), you must send a valid prescription to us via any of the following methods within 7 days of your order:
      • Upload: Through the website checkout process
  • Where clause 6.2 is applicable, please note that we will not be able to accept your order until you have provided us with a legally valid prescription that has been issued by a suitably qualified and registered veterinary professional. If you do not send a valid prescription within time limit set out in clause 6.1, we will cancel your order for your product and you will be entitled at any to a refund for such cancelled order.
  • You agree by accepting these terms that you will read and check the manufacturer’s datasheet that we supply with a product, use the product according to the manufacturer’s guidelines and check that the product is suitable for the species, age, and weight of your animal.
  • If you are unsure as to the suitability of any product (POM-VPS and/or NFA-VPS) for your pet or animal, you must either contact us or, in the case of any POM-VPS product, you may also contact a veterinary surgeon, pharmacist or suitably qualified person (SQP) for further information.
  1. Your Rights to Make Changes

If you wish to make a change to the product that you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to proceed with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

  1. Our Rights to Make Changes
    • Minor changes to the products. We may change a product:
      • to reflect changes in relevant laws and regulatory requirements; or
      • to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.
  2. Providing the Products
    • Delivery costs. The costs of delivery will be as displayed to you on our site.
    • When we will provide the products. We will deliver the products to you as soon as reasonably possible and in any event within 7 days after the day on which we accept your order.
    • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for any delays which are caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products that you have paid for but not received.
    • If you are not at home when the product is delivered. If no-one is available at your address to take delivery of products for which we are required to obtain a signature, we will leave you a note informing you of how to rearrange delivery or collect the products from a local collection point.
    • If you do not re-arrange delivery. If after a failed delivery, you do not re-arrange delivery or collect the product from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may end the contract and clause 12.2 will apply.
    • When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us when you placed the order.
    • When you own the product. You own a product once we have received payment in full.
    • What will happen if you do not give required information to us. We may need certain information from you so that we can supply certain products to you, for example, relevant details of your pet. If so, this will be stated in the description of the products on our site. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 12.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information that we need within a reasonable time of us asking for it.
    • Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
      • deal with technical problems or make minor technical changes;
      • update the product to reflect changes in relevant laws and regulatory requirements; or
      • make changes to the product as requested by you or notified by us to you.
      • Your rights if we suspend the supply of products. We will contact you in advance to tell you that we will be suspending supply of the product unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 (fourteen) days and we will refund any sums that you have paid in advance for the product in respect of the period after you end the contract.
      • We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 2 (two) days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. As well as suspending the products, we can also charge you interest on your overdue payments (see clause 14.6)
  •  Refunds - limitations

We hope that you will be happy with any product that you request from our site. However, in the event that you wish to return a product because it is:

  • not as described;
  • not fit for purpose; or
  • damaged or faulty,

you must contact us within 14 days of your order being delivered. We will refund the price of the product in full together with any applicable delivery charges and any reasonable costs that you incur in returning the item. If you contact us following the 14 day period, you will not be entitled to the refund.

  • If Royal Mail’s tracking GPS states that your order was delivered to the correct area of the delivery location, you will not be entitled to a refund or replacement.
  • If Royal Mail have your signed signature as proof of delivery, you will not be entitled to a refund.
  • If your order is not received due to an admitted error with Royal Mail, you are entitled to a refund.
  • You are not entitled to a refund if your diagnosis has changed, meaning your order is no longer needed or required.
  1. Your Rights to End the Contract
    • You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
      • If what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see clause 13;
      • If you want to end the contract because of something we have done or have told you we are going to do, see clause 10.2;
      • If you have just changed your mind about the product, see clause 10.3. 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 costs of return of any products; and
      • In all other cases (if we are not at fault and there is no right to change your mind), see clause 10.6.
    • Ending the contract because of something we have done or are going to do. If you are ending the contract for a reason set out at clause 10.2.1 to clause 10.2.5, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
      • we have told you about an upcoming change to the product or these terms to which you do not agree;
      • we have told you about an error in the price or description of the product that you have ordered and you do not wish to proceed;
      • there is a risk that the supply of the products may be significantly delayed because of events outside our control;
      • we have suspended supply of the products for technical reasons or have notified you that we are going to suspend them for technical reasons, in each case for a period of more than 2 weeks; or
      • you have a legal right to end the contract because of something we have done wrong.
    • Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products which are bought online, you have a legal right to change your mind within 14 (fourteen) days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
    • Please note. When you don’t have the right to change your mind. Please note that you do not have a right to change your mind in respect of:
      • products that are classified as POM-V or POM-VPS;
      • products which are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
      • any products which become mixed inseparably with other items after their delivery.
    • How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered. If no exclusions apply (see clause 10.4), you have 14 (fourteen) days after the day you (or someone you nominate) receives the products.
    • Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 10.1.4), you can still end the contract before it is completed. The contract is completed when the product is delivered and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will not end until you contact us. We will refund any advance payment that you have made for products which we have not provided to you.
  2. How to End the Contract With Us (including If You Have Changed Your Mind)
    • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      • Phone or email. Call our customer services team on: 0115 907 0051 or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • Returning products after ending the contract. If you end the contract for any reason after the product has been dispatched to you or you have received it, you must return it to us. You must either post it back to us at UK Pets, Unit 3, Castlebridge Office Village, Castle Marina Road, Nottingham, NG7 1TN or (if it is not suitable for posting) allow us to collect it from you. Please call our customer services team on 0115 907 0051 or email us at [email protected] for a return label or to arrange collection. If you are exercising your right to change your mind, you must send off the product within 14 (fourteen) days of telling us you wish to end the contract.
    • When we will pay the costs of return. We will pay the costs of return:
      • if the product is faulty or misdescribed;
      • 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, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
      • if you are exercising your right to change your mind.

In all other circumstances (including where you are exercising your right to change your mind), you must pay the costs of return.

  • What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery, see our delivery page.
  • How we will refund you. We will refund you the price you paid for the product, including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  • Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
    • 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 it 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 it in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • 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 and we have not offered to collect the product, your refund will be made within 14 (fourteen) days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
  1. Our Rights to End the Contract
    • We may end the contract if you break it. We may end the contract at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 2 (two) days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the product; or
      • you do not, within a reasonable time, allow us to deliver the product to you.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 12.1, we will refund any money you have paid in advance for product we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
    • We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 28 (twenty eight) days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for any product which will not be provided.
  2. If There Is a Problem With the Product
    • How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer services team at 0115 907 0051 or write to us at [email protected]
    • Your obligation to return rejected products. If you wish to exercise your legal rights to reject a product, you must either, post it back to us or (if it is not suitable for posting) allow us to collect it from you. We will pay the costs of postage or collection. Please call our customer services team on 0115 907 0051 or email us at [email protected] for a return label or to arrange collection.
  3. Price and Payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages of our site when you placed your order. We take all reasonable care to ensure that the price of the product provided to you is correct. However, please see clause 14.3 for what happens if we discover an error in the price of the product you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell on our site may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated on our site, we will contact you for your instructions before we accept your order. 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.
    • When you must pay and how you must pay. We accept payment with debit or credit card, Apple Pay, PayPal, Klarna or Google Pay. You must pay for a product at the time you submit your request for such product.
    • Valid payment details. You are responsible for providing valid payment details. We reserve the right to not provide products to you if your payment details have expired or are invalid. In such cases, we will attempt to contact you to enable you to provide updated information.
    • We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4 (four) per cent a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
  4. Our Responsibility for Loss or Damage Suffered By You
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for defective products under the Consumer Protection Act 1987.
    • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
    • Subject to clauses 15.1 and 15.2, our total liability to you whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the provision of the products shall be limited to the amount paid by you in respect of such product.
  5. How We May Use Your Personal Information

How we may use your personal information. We will only use your personal information as set out in our privacy policy.

  1. Other Important Terms
    • We may transfer this agreement to someone else. 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.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
    • Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. If the dispute between us cannot be resolved within 60 (sixty) days of the initial notification of a dispute, we each agree to attempt to settle it through mediation in accordance with the Centre for Effective Dispute Resolution Model (“CEDR”) Mediation Procedure. Unless otherwise agreed between the parties, the mediator will be selected by CEDR. To initiate the mediation, either party must give the other written notice ("ADR Notice”) requesting the mediation. A copy of the request should be sent to CEDR. The mediation will start not less than 60 (sixty) days from the date of the provision of the ADR written notice. We each irrevocably agree that neither of us may commence any court proceedings in relation to any dispute arising out of any matter relating to these terms until we have first attempted to settle the dispute by mediation and either the mediation has been terminated or the other party has failed to participate in the mediation for a period of not less than 30 (thirty) days from the date of the commencement of the mediation. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution
  2. Intellectual Property
    • Any content used by us on our site and all materials are subject to protection by copyright, trade marks, database rights and other intellectual property rights.
    • You agree that you shall not interfere with any copyright or proprietary notices on our site.
    • You acknowledge that you shall not at any time acquire any rights in the copyright or any other intellectual property rights in any materials, content or any other documents or items provided through our site.
    • You shall be entitled to use the content, materials, documents and other information as set out in clauses 1 to 18.3 for your own personal use and in connection to receiving the products from us but you shall not be entitled to make copies, edit, alter or distribute, nor shall you make any materials or information referred to in this clause available through a file-sharing network or facilitate or allow any other person to do the same.
    • All content available and included on our site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software, is our property or of our content suppliers and is subject to protection by copyright and other intellectual property rights. The collective use of all content on our site is our sole and exclusive property. Any software used on our site is our property or our software suppliers and is subject to protection by copyright and other intellectual property rights.
  3. We may suspend or withdraw our site
    • Our site is made available to you free of charge.
    • We do not guarantee that our site or any material on it, will always be available or be uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of our site for business and/or operational reasons. We will try to give you reasonable notice of any such suspension, withdrawal or restriction.
    • You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.
  4. Linking
    • Links to third party websites on our site are provided solely for your convenience. If you use such links, you leave our site. We have not reviewed these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results which may be obtained from using them. If you decide to access any of the third party websites which are linked to our site, you do so entirely at your own risk.
    • You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
    • You must not establish a link in such a way as to suggest any form of association, approval, or endorsement on our part where none exists.
    • You must not establish a link to our site in any website that is not owned by you.
    • Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
    • We reserve the right to withdraw linking permission without notice.
    • If you wish to link to or make any use of content on our site, other than as set out above, please contact [email protected]