Terms and Conditions

1.1 What these terms cover. These are the terms and conditions on which we supply products to you via our website: animed.co.uk (the “Website”).  

1.2 Why you should read them. Please read these terms carefully before you place any order with us as they set out important information about your and our rights and obligations and other key information required by law. Please note that you must agree to these terms before you place your order.  

1.3 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Animed Direct Limited, and any reference to ‘you’ or ‘your’ is to the person purchasing products from us. 

1.4 For the purposes of these terms, you are a ‘consumer’ if you are buying products from us as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. 

1.5 Minimum age requirement: You may only purchase medication from our Website if you are at least 18 years old. 

2.1 Who we are. We are Animed Direct Limited, a company registered in England and Wales under company number 07007357. Our registered office (and main trading address) is at CVS House, Owen Road, Diss, Norfolk, IP22 4ER. Our VAT number is 737 1452 35. Animed Direct Limited is a wholly owned subsidiary of CVS (UK) Limited, a company registered in England and Wales under company number: 03777473.  

2.2 How to contact us. You can contact us by telephoning our Customer Service team at 01379 640052 or by emailing to us at support@animeddirect.co.uk.

2.3 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 you provided to us in your order. ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.4 You can find everything you need to know about us, and products on our Website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account. 

2.5 You can place an order for products on our Website or by telephoning our Customer Service team at 01379 640052. 

3.1 We only accept orders when you've checked them. We will contact you by email to confirm we've received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you, at which point a contract will come into existence between you and us.   

3.2 Sometimes we reject orders. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a prescription is not valid, because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know as soon as possible by email and refund any sums you have already paid. 

3.3 Products ordered may vary slightly from their pictures. The images of the products on our Website are for illustrative purposes only. Packaging may vary or an item's true colour may not exactly match that shown on your device or its packaging may be slightly different.  

3.4 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, proof of age, additional information about the animal that you are purchasing the medication for or images of verified prescriptions. If so, this will have been stated in the description of the products on our Website. We may also 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 end the contract (and clause 13.1 will apply). 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 we need within a reasonable time of us asking for it. 

3.5 Prescriptions: Any reference to ‘veterinary medicinal product(s)’ in these terms is to Prescription Only Medicines, Category V (POM-Vs) and other medicines such as flea and worm treatments that are available to purchase through our Website (including Legal category NFA-VPS and POM-VPS).  

3.5.1 This activity is regulated by the Veterinary Medicines Directorate. You can find information about the Veterinary Medicines Directorate and access the latest version of the Veterinary Medicines Regulations and Veterinary Medicines Guidance Notes on the Veterinary Medicines Directorate website.  

3.5.2 If you require any veterinary medicinal products to be dispensed against a prescription then you must supply the prescription to us before we dispense the veterinary medicinal product. An image of the prescription may be uploaded when you place your order. A posted, scanned, or emailed is acceptable, unless it is for a controlled drug or the prescription specifies that the original is supplied, for which we require the original prescription to be posted to our registered address.  

3.5.3 We reserve the right to refuse to supply any veterinary medicinal product (whether on prescription or otherwise). If we refuse, unless the reasoning for non-supply is as set out in clause 3.5.4 below, we will refund the price of that veterinary medicinal product in full, including the cost of sending the item to you.

3.5.4 It is an offence to alter a prescription in any way without authorisation from the prescribing veterinary surgeon. If we identify any prescription misuse, we will inform our regulatory authority, the Veterinary Medicines Directorate (VMD). The VMD will investigate and decide what further action to take. In the event of prescription misuse, we will cancel your order and refund your payment, less an administration charge of £20.

3.6 Products are sold to you as the end user and we only supply products for domestic and private use. You agree to not use the products purchased for any commercial, business or resale purposes (Please note that you are allowed to re-sell products if you are registered as a wholesaler with us).  

4.1 Where to find the price for products. Prices for all products are as set out on our Website, and a summary of the applicable prices and charges will be provided to you during check-out.  

4.2 All prices are in pounds sterling (GBP) and include VAT at the applicable rate, but exclude delivery charges.  

4.3 Delivery. The price of a product does not include delivery charges. Our delivery charges are advised to you during the check-out process, before you confirm your order. For information on delivery options and costs, go to our Deliveries and Returns page. 

4.4 International delivery. We only deliver to the countries listed on the Deliveries and Returns page (“International Delivery Destinations”).   

4.4.1 There may be restrictions on some products for certain international delivery destinations, so please review the information on that page carefully before ordering products. 

4.4.2 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. 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. 

4.4.3 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. 

4.5 We pass on increases in VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect. 

4.6 What happens if we got the price wrong. We take all reasonable care to ensure that the price of the products offered to you on our Website are correct. However, it is always possible that, despite our best efforts, some of the products we sell 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.

4.6.1 If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

4.6.2 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 products provided to you.     

4.7 When you must pay. You must pay for the products before we dispatch them. We will charge your credit or debit card when you place your order. Once we have confirmation of payment we will dispatch the products to you. 

4.8 When and how you must pay. 

4.8.1 We accept payment by credit or debit card and PayPal. 

4.8.2 For subscription orders, you agree that you will make the scheduled payments to Animed for the price the goods are at the time each subscription order is made. Payments for subscription orders are payable by credit or debit card. Details of how you can change the scheduled payment dates are set out on the FAQ page.

4.9 When you own products. You will own any products you buy once we have received payment for them in full and we have despatched the products to you.

5.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us at: support@animeddirect.co.uk to end the contract and receive a refund for any products you have paid for in advance, but not received.  

This clause 6 only applies if you are a consumer.

6.1 Your legal right to change your mind. For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. 

6.2 When you can't change your mind. You can't change your mind about an order for:

6.2.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; 

6.2.2 products with dosage labels (ie. veterinary medicinal products);  

6.2.3 products which consist of syringes and/or needles even if the packaging is unopened;

6.2.4 products that are made to your specifications or are clearly personalised; and

6.2.5 products which become mixed inseparably with other items after their delivery. 

6.3 The deadline for changing your mind. How long you have depends on what you have ordered and how it is delivered. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the products are split into several deliveries over different days, the period runs until 14 days after the day you receive (or someone you nominate receive) the last delivery to change your mind about the products.

6.4 How to let us know. To let us know you want to change your mind, contact our Customer Service Team on 01379 640052. 

6.5 You have to return the product at your own cost. You are required to return your products to us and any free gifts/products provided with it within 14 days of your telling us you have changed your mind. Returns are at your own cost. Returns must be sent to us unopened and factory-sealed in their original packaging. Partly used products shall not be refunded. You can: 

6.5.1 send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time we won't refund you the price. For help with returns, or contact our Customer Service Team: 01379 640052  

6.6 When and how we refund you. If your products haven't been delivered we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If you're sending products back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund. 

This clause 7 only applies if you are a consumer. 

7.1 If you think there is something wrong with your product, you must contact our Customer Service Team: 01379 640052. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website. Remember too that you have several options for resolving disputes with us (see clause 16 below “You have several options for resolving disputes with us”). 

8.1 This clause 8.1 only applies if you are a consumer. 

8.1.1 If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do). 

8.1.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage. 

8.1.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit. 

9.1 We tell you when and how you can end an on-going contract with us (for example, for a subscription for products) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact us at support@animeddirect.co.uk.  

10.1 Changes we can always make. We can always change a product: 

10.1.1 to reflect changes in relevant laws and regulatory requirements; and

10.1.2 to make minor technical adjustments and improvements, for example to address a health and safety risk. These are changes that don't affect your use of the product. 

10.2 Changes we can only make if we give you notice and an option to terminate. We can also make other changes to the product or these terms, but if we do so we'll notify you and you can then contact us at support@animeddirect.co.uk to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received. 

11.1 We can suspend the supply of a product. We do this to:

11.1.1 deal with the recall of a product by a manufacturer;

11.1.2 update the product to reflect changes in relevant laws and regulatory requirements; or

11.2.3 make changes to the product (see clause 10 above (“We can change products and these terms”). 

12.1 We can stop providing a product, such as a subscription for products, there are stock availability issues or a product is discontinued by the manufacturer. We will refund any sums you've paid in advance for products which won't be provided. 

13.1 We can end our contract with you for a product and claim any compensation due to us if you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, valid prescriptions or information required relating to dosage label items.  

We're responsible for losses you suffer caused by us breaking this contract unless the loss is: 

14.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable). 

14.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the clause 5 “We're not responsible for delays outside our control”.  

14.3 Avoidable. Something you could have avoided by taking reasonable action.  

14.4 A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. 

15.1 How we use any personal data you give us is set out in our Privacy Notice.

16.1 Our complaints procedure. We pride ourselves on offering a quality service, and take client complaints seriously. Should the services we supply you fail to meet your expectations, please let us know us by telephoning our Customer Service team at 01379 640052 or by emailing to us at support@animeddirect.co.uk.

16.2 We will acknowledge your correspondence and aim to address your concerns within 5 working days. In some cases, we may need to carry out further investigation and will endeavour to respond to you as soon as possible. Where possible, we will respond to your concern or provide an explanation for the delay within 20 working days of receiving your complaint.   

16.3 If you are not satisfied with the outcome of this process, you may raise your concerns by continuing to follow the Customer Service complaints process or emailing clientfeedback@cvsvets.com.

16.4 Resolving disputes without going to court. Alternative dispute resolution is an optional 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 have a complaint about veterinary medicinal products, you can submit a complaint to Veterinary Medicines Directorate (VMD) through the VMD website. If you are not satisfied with the outcome, you can still go to court. 

16.5 You can go to court. If you are a consumer, these terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. 

17.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact us at support@animeddirect.co.uk prior to the despatch of your product(s) and we will refund you any payments you've made in advance for products not provided. 

17.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it. 

17.3 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. 

17.4 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

17.5 Entire Agreement. You acknowledge that you have not entered into these terms in reliance on any representation or warranty that is not expressly set out in these terms and that you will have no claim for innocent or negligent misrepresentation on the basis of any statement in these terms. 

17.6 We may make changes to these terms. We recommend that you check them each time that you place an order with us to make sure that you are aware and understand the terms that apply at that time.  

18.1 From time to time, we may run promotions or competitions (“Promotional Offerings”) on our website.  

18.2 Each Promotional Offering will operate with its own terms and conditions in line with our Privacy Policy.  

18.3 For further information regarding a Promotional Offering, please refer to the promotion’s terms and conditions, which shall be made available on our website.