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VioVet Insurance

Terms and Conditions


By opening an account on this website, 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 may 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.


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. All product images are for illustrational purposes only.

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 or amend the order yourself online. We also recommend that you always place your order in time to allow for an unexpectedly delayed delivery. This even applies if you pay extra for a same-day dispatch and a next-day delivery. These services can never be absolutely guaranteed. We will do our reasonable best to get your items to you on time, but if you have not allowed for any unexpected delay and you incur additional costs or inconvenience due to the delayed receipt of an order, we will not be responsible for this. Please try and order suitably and prudently in advance or occasionally you might be disappointed.

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 to always 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).


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 & Risk:

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. We will ask you for photographs of any damage to be emailed to us and ask for your cooperation in this. Risk passes from us to you when the goods are delivered unless the courier is one not offered or named by us as an option, but chosen and arranged by you. In this case risk passes to you when the item is handed to the courier. 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. For undelivered Royal Mail parcels, we need to allow 10 working days from the date of dispatch before officially classing it as 'missing' and refunding or resending the order.

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.

Regular Deliveries:

Please note that the date you choose for the delivery is our aim but we cannot guarantee it will always be possible. For instance, if you choose the 1st of every month, we will not deliver on a weekend. There can also be other reasons beyond our control for delays, such as failure by the delivery firm. We will try to ensure that your regular deliveries work efficiently and reliably but cannot be held responsible for the consequences of any delay however it arises. If you are unhappy for any reason, you are able to cancel the service at any time.

You can change the details of your regular delivery at any time, but these may take a few days to be applied, so they might not be acted upon until the delivery following your next delivery (depending on how long it is before your next delivery is due). Rewards can be sometimes be earned after a set number of deliveries have been made. However if you change the details of any delivery, this may adversely affect your right to any rewards. We will aim to be fair in how this is assessed.

The price charged for products and delivery (where applicable) of each installment made through this service will be the current website price at the time we create the order on our system, just as if you were placing the order manually online. You will automatically benefit from any promotions (not requiring a voucher code) and/or "Buy more and Save price breaks". We aim to create the orders on our system 10 days in advance of the delivery date. We will email you at this point confirming we have created your next order and the total price which will be charged just before dispatch (usually 1-3 days before the due delivery date). You can delay or bring forward the dispatch of this order using your account online.

Payments for all regular delivery orders will be taken just before we start to prepare the order in our warehouse. If for any reason the payment fails, we will contact you for alternative payment details prior to dispatch. If you are ordering medication which requires a prescription from your vet, you will need to make sure we have this at least 4 working days before your due delivery date or there may be delays in shipping your order to you.

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 un-trackable. Once it's been sent it is out of our control. There is no way to track it and there is no proof of delivery or shipment (hence why it is 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 and 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 (and amendments) you are entitled to cancel an order and receive a full refund, including the minimum possible costs of postage (for us shipping the order to you), for any items you order, up to 14 calendar days after you receive the item from us. This applies even if you just change your mind and no longer want an item. The refund will include the minimum postage costs you chose or could have chosen when placing your order. You are responsible for the cost to return the item to us. You must notify us of your intention to cancel the order and you must return the item to us by recorded delivery at your expense and within 14 days of receipt. We will then refund your money within 14 days of receipt of a returned item. It is your duty to take all reasonable care of any items to be returned, including 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 within the 14 day period starting when you received the order. The 14 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 damaged and faulty items, you have 30 days to return them for a refund.

For all items returned after the 14 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 provided 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.


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.


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 18th June 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.


If you have a complaint to make about anything to do with VioVet Ltd, you are asked in the first instance to email, or telephone 01582 842096. We will consider your complaint and explain our response. If you are not happy with the response you get, then ask for your complaint to be forwarded to John Cousins (Veterinary Director). If you are still unhappy and if your complaint is regarding the supply of medication, you should contact the Veterinary Medicine Directorate. If your complaint is about any other matter, you should contact the Citizens Information Board.

Reporting of suspected adverse reaction to a medicinal product:

Occasionally some sort of side effect, or other adverse response, will result from the use of medication in animals. It is important that such events are reported, assessed and acted on where necessary. This is the best way for a potential problem to be sorted out for the benefit of all animals in future. Anyone can report a suspected adverse reaction (vet, nurse, animal owner or keeper, etc) from this page on the VMD website.

Deals, Discounts and Special Offers

From time to time VioVet will offer products for sale at less than our usual price. The reason for this discount will be explained at the time but it is your responsibility to ask us if anything is unclear. There will usually be some condition which will apply in order to receive the discount. This might involve setting up a regular purchase, buying multiple items at one time, or another reason which we will explain at the time. VioVet Ltd has complete discretion to withdraw any deal or offer for any reason at any time. Should this happen you will have the opportunity to pay our normal price or have a full refund of any payments you made for items which you were hoping to buy and previously were discounted.

Any refunds made at a later date will take into account any applicable discounts.

VioPoints Loyalty Points Rewards Scheme:

VioVet Ltd may choose to offer loyalty points ("VioPoints") to customers for a number of reasons but this is done at our sole discretion. We may show on the website (or otherwise communicate) the number of points which you can get for performing a given action (e.g. placing an order or writing a review). We can at our sole discretion change the number of points awarded (or award none at all) even after the original event has occurred (for example, we might indicate that an order will get you a certain number of points, and after the order has been placed but before the points have been awarded, change this value).

VioPoints are not always awarded at the time the triggering action is performed, e.g. VioPoints awarded for placing an order are only awarded upon dispatch of that order, and points for writing a review are only awarded upon the review being approved manually by our team. VioPoints have no cash value and are non-transferable, but may be redeemable for a cash discount on an order, at VioVet's sole discretion. VioPoints are only valid for 1 year from the date awarded and can only be redeemed in "chunks" of 1000 VioPoints. We reserve the right to change the number of VioPoints earned for any action, the value of any already earned VioPoints and any other terms and conditions of the scheme at any time, without prior notice. We also reserve the right to withdraw the scheme entirely or in part at any time, without prior notice.