Terms and Conditions

Access

By opening an account on this website, or adding items to our "shopping cart", or otherwise using any part of this website, you are agreeing to be bound by these terms and conditions. We will try to make the website fully accessible to you at all times, but on occasions the website my not be available while maintenance is carried out, or for other reasons, so you cannot rely on the website always being available.You must be over eighteen years of age to use this website and to make payments online.

Security

You are responsible for keeping your password safe and secure, for not allowing others to use your account and for any activity which is carried out under your account. We will not be liable for any activity which happens as a result of your failure in this regard.

Accuracy of content

Viovet Ltd makes every effort to provide accurate information regarding descriptions of items for sale, prices, recommendations for use and all other matters. However some errors will inevitably occur. We reserve the right to correct these as soon as we find them. Where permitted by law, Viovet Ltd disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else. Information may be provided for the interest of the reader and should be verified appropriately elsewhere before being relied upon. We will provide information and advice, both on the website and by email. We take care to try and ensure this is accurate and appropriate. However we cannot take the place of your vet and Viovet Ltd will not be liable for any loss or damage which results from the use of the website or the information it contains.

Placement and acceptance of orders

You can use the website to request an order. You are able to change the content of your order at any time before payment is made by following the steps on the website. If you want to change your order after this time, you can telephone us on 01582 842096. Orders cannot be changed after they have been dispatched. We recommend NOT emailing us to change your order contents or delivery address as we might not see this until too late and if this occurs we are not responsible - you should phone us.

We reserve the right to decline the acceptance of any order, or cancel an order, in full or in part, for any reason at our absolute discretion. This applies up to the point we dispatch your order. We will inform you that we have received your request for an order by sending out an Order Confirmation email. Then we will check the availability and suitability of all items requested. We only accept the order and agree the contract to supply at the point when we dispatch the goods and give them to the chosen delivery company. You warrant that all information supplied by you to us during the order process is true and complete to the best of your knowledge. It should be noted that images of products on our website are there for illustration purposes only and the packaging and/or contents of the items delivered may vary. Lots of manufacturers change packaging from time to time and so it is not possible for us always to have the most up-to-date images online.

If you attempt to purchase more prescription medication than is allowed on your prescription, we will reduce your order to the amount allowed and credit your account appropriately. To use an Account Credit, you must order more than the value of the credit. Multiple credits can be used against a single order. Part credits cannot be used. The credit will automatically be applied to your order on the Order Confirmation (Review) page, before entering payment details. Credits will be used automatically on the order immediately following the time that the credit was granted (so cannot be left to be used on a later order). It should be noted that all credits and refunds put through by our staff, based on communications with you by phone, email or any other method, are put through as requests to management. Management will then review these requests, check that they are correct and either perform the refund, grant the credit or decline them according to the circumstances. Please allow a few days from the date the credit/refund is requested by Viovet Ltd staff for this to be completed by management and then a further week for the money to have cleared into your bank account (if applicable).

Payment

All credit and debit card transactions are carried out on a secure payment service provider website, not on our website. We are provided with partial details of your card (type of card and the last 4 numbers) but we never get to see your full card details if you make payments online. If you request an order by telephone and provide card details that way, we will enter them immediately online as if you were performing this at home. We will not write down or store your written card details. However the card processing service provider does store details of your card (as is always the case whenever you make any sort of purchase anywhere with your card). We are able to put through further payments on your card by requesting this from the provider. We will only do this upon your clear instructions, such as to place further orders. We keep full records of payments taken and these can be viewed online in your account, or supplied separately on request. If you choose to pay by cheque, your order will be subject to a 7 day clearance delay.

Where orders are made for products which require a written prescription, this can be sent to us by any available means, but we will not dispatch the order for any reason before we have received the written prescription or a copy we judge to be acceptable. If we receive any altered or otherwise fraudulent prescriptions, we will report these to the appropriate authorities. This will involve administrative work on our behalf and we reserve the right to deduct £20 from the value of any payment you have made before we refund your payment where we refuse to supply all or part of your order. By using this website you agree to these terms and conditions.

Delivery

All orders will be processed and dispatched as soon as possible. We reserve the right to take whatever steps we consider appropriate to verify the authenticity and suitability of all orders for medical products. We also reserve the right not to supply any product ordered if in our opinion it is not appropriate in any way. In such case we will refund in full any payment made to us. We may or may not explain our reasons. We will endeavor to supply orders accurately, but the responsibility remains with the purchaser and user of all orders that the product provided is the same as that ordered. If items arrive damaged (or get lost on their way to you), we will at our sole discretion refund or replace them. All damages must be notified to us within 5 days of receipt or we may be unable to refund/replace. If you ask for your package(s) to be left somewhere or provide any other delivery instructions then you negate the right to transit insurance and we will be unable to refund or resend items - we recommend not leaving delivery instructions wherever possible and requesting delivery to an alternative address (such as a work address). When ordering and paying by phone or online, payment will be taken at the time of requesting the order (rather than waiting until the order is ready to be dispatched). All items are offered for sale subject to availability. We aim to dispatch all orders within 3 days of receiving payment and (if required) a prescription. The vast majority of orders are in fact dispatched within 24 hours of being made, but we cannot undertake to do this on every occasion. Unless we have specifically agreed to supply on a particular day, or by a particular time, please allow up to 14 days for delivery. If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control). Delivery to some addresses may carry a higher delivery charge for certain items. This will be clearly explained and displayed before you make payment. Please ensure that you are happy with what you are ordering and of the costs. Viovet Ltd has the option to cancel any order that cannot be fulfilled for any reason and will contact you accordingly. You will always be given a full and timely refund in such case. We also reserve the right to swap the delivery method chosen for an equivalent service level delivery method at our discretion without notice. Other conditions do apply regarding deliveries. By agreeing to these terms and conditions, you are also agreeing to what is stated on our delivery information page.

International Orders

International orders are shipped using Royal Mail, which is the UK Postal Service, or UPS, an international courier service. You are responsible for any VAT, tariff, duty, taxes, handling fees, brokerage charges, customs clearance charges, etc. required by your country for importing consumer goods! UPS services are eligible for these fees. There is no way for us to predict your country's customs/fee habits, so be prepared to pay full VAT on the fully declared value of your order as well as any customs fees your country's UPS and/or postal system may charge you! Keep a printout of your email receipt as you may have to send a copy to your customs office or for UPS. If you do not pay the required brokerage fees, VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc - we cannot issue any refunds.Our shipping system is completely automated, and we cannot falsify customs forms. The customs forms will accurately describe the contents and cost of your order. We cannot mark orders as "gift", "sample", "educational" or lower the values.
Royal Mail First class International is untrackable. Once it's been sent it's out of our control. There is no way to track it and there is no proof of delivery or shipment. (That's why it's so low cost!). It is handed over by Royal Mail at the border to the national postal delivery service of the country of destination. Also it can (rarely) “sit in customs” for up to a month for no obvious reason. Although this is rare it does happen. Packages are sometimes not delivered at all in some countries but this generally reflects the quality of the postal service in that country. Be aware that this method is to be used at your own risk! However, it is generally dependable, arriving within a week or two on the vast majority of occasions. Quite often items sent by Royal Mail are not picked out by the customs service for any additional charges or import restrictions, but this varies a lot between countries.

UPS services come with full tracking. It is more expensive but can have expedited brokerage which means your package will go straight through customs. We've rarely had a UPS package lost (although sometimes it will be returned if the destination address is wrong), and it is recommended as the most secure delivery method for international packages. Customs authorities always check orders sent in this way and you will always have to pay whatever import duty etc is appropriate. If your items should have an import license or some other official permit, this will probably be flagged in customs when using a UPS courier service. It will then be your responsibility to provide such documentation at your expense. This has to be obtained from the authorities in the country of destination.

Use of Goods Purchased

You warrant to us and guarantee that before you use anything purchased from us, you will:

Check to see that the goods delivered match those which you ordered.

Read any information on our website and supplied with the order about the correct use of anything ordered.

You understand all such product information.

You are competent legally allowed to use the products safely.

Contact us if you are unsure about anything before using any medication or other products.

Returns and Refunds

In accordance with the Consumer Protection (Distance Selling) Regulations 2000 you are entitled to cancel an order and receive a full refund, excluding the costs of postage, for any items you order, up until 7 working days after the day you receive the item from us. This applies even if you just change your mind and no longer want an item. The refund will exclude any postage costs we have paid, even if this was included in the cost of the item. However you must notify us in writing of your intention to cancel the order and you must return the item to us by recorded delivery at your expense. It is your duty to take all reasonable care of any returned items and their packaging up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid. Do note that you cannot return perishable items for a refund. This particularly includes any drugs which we send out in cold packs, such as insulin or vaccines. Additionally you cannot return items which you have started to use. To receive a refund you must notify us in writing within the 7 working day period starting the day after you received the order. The 7 working day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For all items returned after the 7 day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).

Goods which arrive with minor damage will be replaced (or a credit provided) if there is a reasonable chance that they will be adversely affected by that damage. This can apply to part of an order only. If for instance an order contains multiple tins or other containers of food and some are damaged, we will undertake to provide a credit for the damaged items only. If you would prefer not to accept the whole order then you can return it to us, but you will be responsible for the cost of that return.

Other Websites

There may be links or references to or from other websites and sources of information on this website. These can be provide where we think they might be of interest or useful to you. Viovet Ltd has no control over them and so no responsibility or liability for their content. The links do not imply any endorsement of any kind.

Amendments

We reserve the right to change these terms and conditions as well as all other notices and parts of the website from time to time. Those which apply to you will be the ones which were in force at the time your order was accepted. We suggest that you check for changes regularly. You might wish to consider copying these terms and conditions and pasting them into a document which you can retain on your own computer, or print out for retention. If you require any help in doing this simple process, please contact us.

Privacy

We will keep a record of your details as supplied to us for the purposes of processing your order, any follow-up customer service requirements and any required legal purposes. We will keep your information securely and will not share it with any other business or organization. We may use this information to send you additional information from Viovet Ltd in future. If you wish to be excluded from these mailings, please edit your account online accordingly, or contact us by email.

Legal matters

All rights, including copyright, in the content of these web pages are owned or controlled by Viovet Ltd. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of these web pages for any other purpose whatsoever without the prior written permission of Viovet Ltd. However you are welcome to copy and retain these terms and conditions.

If you have any queries, comments or complaints in regard to any aspect of your order or the contents of this web site, please contact us in writing and we will try to resolve the matter to your satisfaction as efficiently as possible.

Viovet Ltd has taken care in the preparation of this website. No warranty of any kind exists regarding its content. Viovet Ltd shall not be liable for any losses or claims arising directly or indirectly from use of this website or associated media.

Viovet Ltd's liability under contract will only cover losses which could reasonably be foreseen as consequences of breach of contract. Our total liability under contract (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed three times the amount paid for the products under that contract. Viovet Ltd will not be liable for any indirect, incidental or consequential damages, or any losses or expenses, which arise because of, or in connection with, the contract.

As far as permitted by law, Viovet Ltd expressly excludes all conditions, warranties and other terms which might otherwise be expressed or implied by any means.

You hereby agree to fully indemnify us for any costs, proceedings, losses, claims, damages, actions, expenses (including reasonable legal costs and expenses), or liabilities, suffered or incurred by us through your improper use of this Website, your breach or failure to observe these conditions or any contract made, or in relation to any claim which may be brought against us by a third party in relation to your use of our Website.

If any delay or failure to comply with our obligations under these conditions arises from any cause that is beyond our reasonable control, we will not be held responsible for that delay or failure.

This website is based in England. All contracts are deemed to be made in England and governed by English Law. Any disputes arising in connection with any purchases made from Viovet Ltd and any other use of this website will be subject to the exclusive jurisdiction of the English Courts.

Nothing within these terms and conditions, or elsewhere on the website, will affect your statutory rights and will only apply to the extent permitted by law. If any provision or term on this website becomes or is declared illegal, invalid or unenforceable for any reason, that term or provision shall be divisible from all other terms and conditions and shall be deemed to be deleted from them. These terms and conditions were updated on 14th January 2014 and replace all other terms and conditions.

If we are liable to you for any reason, our liability will be limited to either £1,000 or three times the amount paid by you for the product or service concerned, whichever is the lower. This limit does not apply to any liability we may have for death or personal injury resulting from our negligence or for our fraudulent misrepresentation.

Referral VioVouchers

VioVouchers are issued by Viovet Ltd for use only on the VioVet.co.uk website. They have no value elsewhere and cannot be redeemed for cash in whole or in part in any circumstance.

VioVouchers can be used as part payment for an order placed with Viovet Ltd. Only one voucher per order is permitted. Promotional VioVouchers will state on them that they are valid for £3.00 for the first purchase only of a New Customer. Promotional VioVouchers cannot be used for future purchases by that same customer. A customer is defined for the purposes of this promotion as any member of one household, so that the entire household is one customer.

Some VioVouchers are issued from time to time by Viovet Ltd free of charge for promotional purposes. These VioVouchers will carry a code beginning with VVR. The use of any of these promotional VioVouchers can be suspended at any time at the absolute discretion of Viovet Ltd. If any goods purchased from Viovet Ltd are returned for a refund for any reason then the value of the VioVoucher will not be refunded. Customers of Viovet Ltd can pass on promotional VioVouchers to other persons. Any purchase from a New Customer using one of these VioVouchers will result in a £3.00 account credit being awarded to the existing Viovet Ltd customer (the Referring Customer). This account credit will be provided at the time of dispatch of the First Order from the New Customer. If this First Order is subsequently cancelled for any reason, the account credit may also be cancelled if it has not been used.

By attempting to use a VioVoucher you accept these terms and conditions and also the terms and conditions of use of the Viovet Ltd website . The discount amount of £3 is inclusive of VAT, so if you purchase products without VAT then you will get a lesser discount. There is a minimum order value of £15 to use a Referal VioVoucher.

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