Terms & Conditions
These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site.
You should print a copy of these Terms for future reference.
We amend these Terms from time to time as set out in clause 8. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were most recently updated on 18 January 2016.
These Terms, and any Contract between us, are only in the English language.
1. Information about us
1.1. We operate the website and on-line pharmacy service www.petsdrugsdirect.com. Pets DrugsDirect is a subsidiary of DrugsDirect Limited, a company registered in England and Wales under company number 03744459 and with our registered office at Unit 4, 12 Emery Road, Brislington, Bristol, BS4 5PF. Our VAT number is GB 994 2575 71.
1.2. All orders placed via our site will be fulfilled by us or our authorised third parties.
1.3. Contacting us:
1.3.1. To cancel a Contract in accordance with your legal right to do so as set out in clause 12, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the Cancellation Form. A link to the Cancellation Form will also be included in our Shipment Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation. You can also e-mail us at office@petsDrugsDirect.com or contact our customer services team by telephone on 0844 247 0 365 or by post to Unit 4, 12 Emery Road, Brislington, Bristol, BS4 5PF. If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.
1.3.2. If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer services team at 0844 247 0 365 or by e-mailing us at office@petsDrugsDirect.com.
1.3.3. If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order or when you register as an Account Holder.
2. Professional Standards
2.1. Our pharmacy is run by qualified pharmacists registered with the General Pharmaceutical Council of Great Britain and operates from registered pharmacy premises under General Pharmaceutical Council registered premises number 1103604 at Unit 4, 12 Emery Road, Brislington, Bristol, BS4 5PF.
2.2. Our superintendent pharmacist is Mr Piers Barrett-Berry (General Pharmaceutical Council number 20463333).
2.3. All pharmacists are bound by codes of professional ethics and conduct. You can access these conduct rules by visiting https://www.pharmacyregulation.org/standards. Contact details for the General Pharmaceutical Council are also available at www.pharmacyregulation.org.
3. Our Products
3.1. 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 your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.
3.2. The packaging of the Products may vary from that shown on images on our site.
3.3. You must check all items dispensed to your pet and should not give any medication to your pet that appears to have been tampered with or which may have been dispensed in error.
3.4. You should always read the label and information leaflet prior to using any medication. You should consult your vet or a pharmacist if you are unsure about whether you should use a Product.
4. Use of our site
4.1. Your use of our site is governed by our Terms of Website Use and Website Acceptable Use Policy. Please take the time to read these, as they include important terms which apply to you.
4.2. Our site is only intended for use by customers resident in the United Kingdom, Approved Members of the EEA or Switzerland. If you are resident outside of these countries we may not be able to supply Products to you.
4.3. You may use our site to purchase Products which will be supplied in accordance with these Terms.
5. How we use your personal information
6. Your status
6.1. By placing an order for Products through our site or applying for registration as an Account Holder you warrant to us that:
6.1.1. you are at least 18 years old;
6.1.2. you are resident in, and are accessing our site from, the United Kingdom, an Approved Member of the EEA or Switzerland;
6.1.3. the Products being ordered are for your pet and no-one else’s and will not be used in an unlawful or prohibited manner under all relevant laws and regulations;
6.1.4. where you are ordering prescription only medicines, you hold a valid prescription as prescribed by a registered veterinary practitioner in the United Kingdom, an Approved Member of the EEA or Switzerland and which was granted in the last 6 months.
7. How the contract is formed between you and us
7.1. Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
7.2. After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 7.3.
7.3. We will confirm our acceptance to you by sending you an e-mail (Confirmation). The Contract between us will only be formed when we send you the Confirmation. Once the product has been dispatched we will send you a shipment confirmation by e-mail (Shipment Confirmation).
7.4. Where you are ordering prescription only medications, you must post the original prescription for the Products to us. No order for prescription only medications will be accepted without this. When we receive your prescription we will verify it against the information provided to us at the time the order was placed. If the prescription does not match with your original order, we will try to contact you using the details you have provided to us. If we cannot contact you and we are unable to dispense the Products in your order we will return your prescription to you and refund in full any payment made by you for the Products including any delivery costs as soon as possible.
7.5. We may contact you prior to accepting any order to:
7.5.1. discuss the order with you;
7.5.2. request details of the prescribing vet so that we may discuss or verify the order;
7.5.3. request written authority from the prescribing vet to discuss your prescription with our pharmacists; or
7.5.4. request a new written prescription from your prescribing vet.
7.6. If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 15.5, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.
7.7. If you fail to provide us with your original prescription, we reserve the right to charge a nominal fee of £5 for administrative expenses.
8. Account Holder registration
8.1. If you wish to register as an Account Holder, you must:
8.1.1. Complete the online registration form at www.petsdrugsdirect.com/customer/account/create/, providing true and accurate information which contains no omissions; and
8.2. You will also be required to create a username and a password. Your user name can be your e-mail address. You should keep your password safe and secure. You are solely responsible for any use or misuse of your registration with us. You must contact us immediately if you suspect unauthorised use of your registration with us.
8.3. If we suspect misuse of your registration with us we reserve the right to require you to select another password and/or suspend your account and your status as an Account Holder and interrupt access to our site until further notice.
9. Our right to vary these Terms
9.1. We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated.
9.2. Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us.
9.3. We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.
9.4. If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.
10. Your right of return and refund
10.1. You have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 10.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
10.2. However, this cancellation right does not apply in the case of the supply of Products under a prescription.
10.3. Your legal right to cancel a Contract starts from the date of the Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
End of the cancellation period
Your Contract is for a single Product (which is not delivered in instalments on separate days).
The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Shipment Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
Your Contract is for either of the following:
one Product which is delivered in instalments on separate days.
multiple Products which are delivered on separate days.
The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
Example: if we provide you with a Shipment Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
Your Contract is for the regular delivery of a Product over a set period.
The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Shipment Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.
10.4. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the Cancellation Form. If you use this method we will e-mail you to confirm we have received your cancellation. Alternatively you may use a copy of the form which is attached at the back of these Terms as a schedule.
You can also e-mail us at office@petsDrugsDirect.com or contact our Customer Services team by telephone on 0844 247 0 365 or by post to Unit 4, 12 Emery Road, Brislington, Bristol, BS4 5PF. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
10.5. If you cancel your Contract we will:
10.5.1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect:
(i) any reduction in the value of the goods, 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 goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount;
10.5.2. refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). 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.
10.5.3. make any refunds due to you as soon as possible and in any event within 14 days after 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. For information about how to return a Product to us, see clause 10.8;
10.6. If you have returned the Products to us under this clause 10 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
10.7. We will refund you on the credit card or debit card used by you to pay.
10.8. If a Product has been delivered to you before you decide to cancel your Contract:
10.8.1. then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. Please see our Returns Page for our returns address;
10.8.2. unless the Product is faulty or not as described (in this case, see clause 10.6), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery;
10.9. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 10 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
11.1. Our delivery charges are set out on our Delivery Information page. The delivery timescales set out relate to the speed of the courier rather than the timescale within which you will receive your order.
11.2. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 17 for our responsibilities when this happens.
11.3. Delivery of an Order shall be completed when the Products are delivered to the address you gave us and the Products will be your responsibility from that time.
11.4. You own the Products once we have received payment in full (provided we have the Products ordered in stock), including all applicable delivery charges.
11.5. If we cannot deliver the whole of your order at one time we reserve the right to deliver the order in instalments. You will not be charged additional delivery costs for this.
11.6. If we miss the delivery deadline for any Products then you may cancel your Order straight away if any of the following apply:
11.6.1. we have refused to deliver the Products;
11.6.2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
11.6.3. you told us before we accepted your order that delivery within the delivery deadline was essential.
11.7. If you do not wish to cancel your order straight away, or do not have the right to do so under clause 11.6, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.
11.8. If you do choose to cancel your Order for late delivery under clause 11.7 or clause 11.8, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled Products and their delivery.
12. International delivery
12.1. We deliver to the countries listed on our Delivery Information page (International Delivery Destinations). However there are restrictions on some Products for certain International Delivery Destinations, so please review the information on that page carefully before ordering Products.
12.2. If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
12.3. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
12.4. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
13. Price of products and delivery charges
13.1. The prices of the Products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However please see clause 13.5 for what happens if we discover an error in the price of Products you ordered.
13.2. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
13.3. The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.
13.4. The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our Delivery Information Page.
13.5. Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
13.5.1. where the Product's correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price; and
13.5.2. if the Product's correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
14. How to pay
14.1. You can only pay for Products using a debit card or credit card.
14.2. Payment for the Products and all applicable delivery charges is in advance.
15. Our warranty for the Products
15.1. We warrant that on delivery, the Products shall:
15.1.1. conform in all material respects with the manufacturer’s specification;
15.1.2. be fit for any reasonable purpose you wish to use them for;
15.1.3. be free from material defects; and
15.1.4. comply with all applicable statutory and regulatory requirements for selling the Products in the UK.
15.2. The warranty in clause 15.1 does not apply to any defect in the Products arising from:
15.2.1. fair wear and tear;
15.2.2. wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
15.2.3. if you fail to use the Products in accordance with the user instructions.
15.3. This warranty is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described.
16. Our liability
16.1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
16.2. We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
16.3. We do not in any way exclude or limit our liability for:
16.3.1. death or personal injury caused by our negligence;
16.3.2. fraud or fraudulent misrepresentation;
16.3.3. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
16.3.4. any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and
16.3.5. defective products under the Consumer Protection Act 1987.
17. Events outside 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 an Event Outside Our Control. An Event Outside Our Control is defined below in clause 17.2.
17.2. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
17.3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
17.3.1. we will contact you as soon as reasonably possible to notify you; and
17.3.2. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
17.4. You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 21 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.
18. Communications between us
18.1. When we refer, in these Terms, to "in writing", this will include e-mail.
18.2. You may contact us as described in Clause 1.3.
19. Other important terms
19.1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.
19.2. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
19.3. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
19.4. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
19.5. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
19.6. Please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.