Terms and Conditions

Last Updated: 24th October 2021

This page details the Terms and Conditions that apply to your use of, and any purchases from, www.vetpharmacy.co.uk. By using the site, you agree to be bound to these Terms and Conditions, whether or not you make a purchase.

1) Who we are

1.1 www.vetpharmacy.co.uk is a website and service operated by Norchem Healthcare Limited, registered at and trading out of 18 Oxleasow Road, East Moons Moat, Redditch, Worcestershire, B98 0RE. 

For more information please visit our ‘About Us’ page.

2) Pricing and payment

2.1 All product prices on the website are inclusive of VAT where applicable but are exclusive of delivery charges and any import duties and tax that may be incurred when you choose delivery to a destination outside of the UK. The final price will be displayed before you pay for your order. Please visit our ‘Delivery Information’ page for latest delivery prices.

2.2 We reserve the right to periodically update prices on the website and cannot guarantee a price for any period of time.

2.3 While we endeavour to ensure all prices are correct, we reserve the right to reject an order due to a pricing error. In the very rare instance this may happen, we will contact you and offer you the chance to purchase at the correct price before rejecting your order.

2.4 Payment is taken by debit or credit card or PayPal when you place the order. By submitting your card details to our secure payment partner you confirm that the card being used is yours. No goods will be dispatched unless payment is received in full. If we cannot fulfil your order (see section ‘Order acknowledgement and acceptance’ below) then a full refund will be issued.

3) Order acknowledgement and acceptance

3.1 When you place an order with us, this shall be deemed to be an offer to purchase goods pursuant to these Terms and Conditions and is subject to acceptance by us. Your order status will be ‘processing’. No contract of sale is formed until your order is dispatched. If we dispatch a partial order, then the contract only applies to those products that have been dispatched. We may accept or refuse any order without giving a reason, but common reasons for rejecting an order in full or in part are:

  • The SQP or Pharmacist deems that the medicine you have requested is not suitable for the animal you are purchasing it for. This decision is based on legal and ethical guidelines and cannot be reversed.
  • Stock is not available.
  • For international orders, the product may not be allowed through customs.


4) Delivery

4.1 Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.

4.2 We will deliver the Products to you in accordance with the delivery option specified by you when you place your order. The delivery timescale provided is an estimate. Delivery is performed by a third party courier and therefore we cannot guarantee a delivery date and will not be liable for any losses incurred by late deliveries.

4.3 We are also not responsible for any delay in delivery caused by the unavailability of someone to take delivery of the products. It is your responsibility to contact the post office or courier company as applicable to arrange the collection or delivery of products that could not be delivered because you were unavailable.

4.4 If your order contains a prescription medicine, we will not dispatch any part of your order until we receive the original prescription in the post. If you require other items sooner, please place a separate order.

4.5 You should check the items delivered to you carefully and promptly upon receipt. If you believe that there may have been an error, or the items have been tampered with, you should contact us immediately and should not take or use any of the items. If you fail to do so, you will deemed to have accepted the Goods.

4.6 Once delivered, the Products ordered will become your responsibility. Except where Products are delivered damaged, faulty or incorrectly, we will not accept any liability for their loss, damage or destruction after they have been delivered.

5) Availability

5.1 All orders are subject to stock availability. While we do our best to ensure stock availability on the website is accurate, we cannot guarantee permanent or continuous availability of all products on this site. If an item is out of stock and there is an availability date we will contact you to ask if you are willing to wait or if you would prefer a refund, otherwise we will contact you to advise that a refund will be issued.

5.2 We reserve the right to withdraw any goods from the website and any time and will not be liable to anyone for withdrawing said goods.

6) Product information

6.1 While we work hard to keep the information on our website up to date, there may be occasions where product information is out of date. It is your responsibility to check the label of any products you receive for the latest ingredients and to read the patient information leaflet enclosed with any medications you purchase from us. If you have any specific requirements regarding ingredients or dietary requirements please contact us before purchasing so we can double check for you.

6.2 Images are for illustration purposes only.

7) Age and consent

7.1 We only accept orders from persons aged 18 and over. By placing an order, you are confirming that you are aged 18 or over.

8) Purchases of medicines

8.1 All sales of medicines are overseen by our on-site SQP or Pharmacist. Our SQP is registered with the Veterinary Medicines Directorate (VMD), our Pharmacists are registered with the General Pharmaceutical Council (GPhC) and our premises are registered with both – see our 'About Us' page for more information.

8.2 When you purchase a medication from us, by law we require you to answer some questions about your pet's health so our SQP or Pharmacist can verify that the medication is suitable. This information is processed in accordance with our Privacy and Cookie Policy. By answering these questions you confirm that you are answering them full and accurately and we will not be liable for any injury caused by inaccurate or incomplete information.

8.3 You must follow any advice we give you to keep Goods we supply to you safe (including any instructions or product manuals provided with the Goods). We cannot accept liability for damage to Goods we have supplied which is caused by your failure to follow this advice.

8.4 By their nature, the effectiveness of a medicine may vary from animal to animal. As such, we cannot refund any medication that does not appear to have been as effective as you may have expected.

8.5 It is your responsibility to administer your pet's medication as directed.

9) Cancellation, returns and refunds

9.1 You may cancel an order for any item before your order is dispatched (when you receive your ‘Order Dispatched’ email) and will receive a full refund.

9.2 You may cancel an order up to 14 calendar days after receipt, unless the order is for one of the following:

  • Perishable items (e.g. food)
  • Medicines
  • Sealed products which are not suitable for return due to health or hygiene reasons if unsealed after delivery.


9.3 You must contact us prior to returning an order to obtain a returns code. You have a further 14 calendar days after notifying us of your intention to return the goods to get the goods back to us.

9.4 Unless the goods are faulty, damaged or incorrect, all returns are at your own cost and your own risk. We are not able to refund goods that are lost or damaged in transit. You must take reasonable care of the products whilst they are in your possession.

9.5 If the items are faulty, damaged or incorrect we will either provide you with a freepost address to return the items to or arrange an uplift via courier. Otherwise, all returns should be sent to:

VetPharmacy (Returns)
18 Oxleasow Road
East Moons Moat
B98 0RE

9.6 Refunds for returned items will be processed within 7 working days of receipt to the method of payment. If you are returning a complete order any outward delivery charge paid will be refunded (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

9.7 Our policy on cancellations, returns and refunds does not affect your statutory legal rights. If you have questions regarding your legal rights please contact your local Citizens’ Advice Bureau or your local Trading Standards Office.

10) Our liability

10.1 We are under a legal duty to supply Products that are in conformity with the contract. We accept no liability for any indirect, incidental or consequential loss or damage or any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

10.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

11) Events outside our control

11.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control. This includes, but is not limited to, accidents, fire, explosion, flood, storm, earthquake and other natural disasters, failure of telecommunications networks or computer systems, inability to use transport networks, terrorist attack, war, civil commotion, industrial dispute, acts of God or acts or restraints of Government (including imposition of restrictions on imports and exports).

12) Governing law and jurisdiction

12.1 All contracts and purchases will be conducted in English only.

12.2 Any contract between us, whether for use of the site or in relation to the purchase of products or services through the site will be governed by the laws of England and Wales and all parties submit to the non-exclusive jurisdiction of the English Courts.

12.3 The information, products and services available on this website are targeted at consumers based United Kingdom. While we do extend some of our services to countries outside of the United Kingdom, we do not represent that any product is appropriate for use, or available, in other locations.

12.4 If you choose to place an order to be delivered to another location, it is your responsibility to comply with any applicable local laws.

13) Website acceptable use policy

13.1 You must not use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability or accessibility of the website.

13.2 You must not use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

13.3 You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

13.4 You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.

13.5 You agree to make sure that you keep your log-in details secure so that nobody can misuse them.

14) Website linking policy

Inbound links

14.1 We welcome links to our website made in accordance with the terms of this policy.

14.2 Links pointing to our website should not be misleading.

14.3 Appropriate link text should always be used in links pointing to our website.

14.4 From time to time we may update the URL structure of our website and, unless we agree in writing otherwise.

14.5 You must not use our logo to link to our website (or otherwise) without our express written/email permission.

14.6 You must not frame the content of our website or use any similar technology in relation to the content of the website.

14.7 If we request the deletion of a link to our website that is within your control, you agree that you will delete the link promptly.

Outbound links

14.8 Our website contains hyperlinks to other websites owned and operated by third parties. These links are not recommendations and are not under our control. When you click on any of these links, you will leave www.chemist.net and we will accept no responsibility or liability for the material or for any loss or damage that may arise from your use of the third party website.

14.9 If you would like us to remove a link to a website that you control, please contact us using the details on our Contact Us page.

15) Copyright

15.1 All designs, text, graphics and their selection and arrangement on this website are the copyright of Norchem Healthcare Ltd or its content providers.

15.2 All brand names, product names, service names, titles and copyrights used on this site belong to their respective holders. No permission is given by Norchem Healthcare Ltd for their use by any person other than the said holders and such use may constitute an infringement of the holders' rights.

15.3 You may electronically copy or print portions of this website for your own personal, non-commercial use. Any other use of materials on this site without our prior written consent is strictly prohibited.

15.4 To request permission to use the copyrighted material on our website, please email us using the contact details on our Contact Us page.

15.5 If we discover that you have used our copyright materials in contravention of this notice, we may bring legal proceedings against you.

16) General

16.1 Nothing in these terms and conditions shall affect your statutory rights.

16.2 If any provision of these terms and conditions is found to be invalid, illegal or unenforceable, the validity, legality or enforceability of any other part of these terms and conditions and the remainder of the provision in question will not be affected.

16.3 If at any time we fail to enforce any of our rights under this contract, this does not prejudice our right to enforce said rights in the future.

16.4 If we fail to insist that you perform any of your obligations under our agreement, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that 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.

16.5 Nothing contained in these Terms and Conditions should be construed as medical, commercial, legal or other professional advice. Professional advice should be sought before taking or refraining from any action based on any of the information contained in these Terms and Conditions or any communications provided to you as a result of your use of this service.

16.6 You may not assign or transfer your rights under these Terms & Conditions.

17) Changes to Terms & Conditions

17.1 We may update the Terms & Conditions from time to time without prior notice by posting the updated version here. The date of the current Terms & Conditions can be found at the top of this page. Each time you order from us, the Terms & Conditions in force at that time will apply.