Terms and Conditions Delivery  Vet-medic aims to despatch goods quickly and efficiently following your order. UK orders will normally be dispatched within 2-4 working days of receipt and should be received by the consumer within 7 working days of being placed. European and World-wide orders may take longer. There is no carriage cost charged on all orders except food for UK customers.This is sent by Royal Mail Second Class post.You can upgrade your delivery options to First Class Post or Special Delivery Guaranteed before 1.00pm (Mon-Thursday Orders placed before midday and goods in stock). There are two levels of carriage charge appplicable to orders containing food (24 hours  service £8.50 and 48 hours £5.60 Mon-Thurs Orders placed before midday and goods in stock)Carriage to EU Countries and outside this are charged the following rates - under £50 £6.50, £50-£100 £3.25 and over £100 Carriage free.Orders over 2kg to EU and Non EU Countries are subject to additional carriage which we will inform you before dispatch. We are unable to send food products outside the UK. Images are shown for illustration purposes only and packaging may vary due to changes made by our suppliers. We make it a priority to ensure all items for sale in the Vet-medic web site are in supply, and that you get what you have ordered. If for any reason an item is out of stock, or we do not receive something from the producer in time for our delivery deadline, we will notify you of when we expect to be able to deliver your order. If you do not wish to wait for the late delivery you have the right to cancel your order for that item and you will be refunded in full for it. To check on availability before ordering, or if you have not received your order within the maximum estimated time, please contact: Vet-medic Customer Service: Freephone UK 0800 387348 Europe +44 115 9307788 or contact us Method of Payment  Payment for goods ordered should be made by credit card. You will receive confirmation that the transaction has been authorised and that your card has been debited. You will also receive a reference number with this confirmation which will be required for any correspondence. Payment may also be made by cheque in accordance with the procedures outlined in the purchase process.   Sale of Animal Medicines & Cancellation  As a registered pharmaceutical company in the UK , Vet-medic has professional responsibilities in ensuring that each medicine sale is appropriate. If you are purchasing any medication, please take time to fill in the e-questionnaire that accompanies each purchase. Our pharmacists reserve the right to refuse any purchase if they are not satisfied regarding its authenticity or appropriateness. Should this happen you will be informed by e-mail and a full refund made without delay. Certain medicines may also require special storage conditions. If this applies to any items you have ordered, we may not be able to accept cancellation as detailed in the Consumer Protection [Distance Selling] Regulations 2000. If you are unsure of which items you require, please contact our pharmacists for clarification before placing the order so we can help you avoid any problems. Returns Policy  Always keep your invoice or despatch note as this is your proof of our guarantee. If you return an item you are not pleased with, or which is faulty, or which has been damaged in transit, the item must be returned to us in its original packaging and original condition. If we are able to accept the return of any item, as detailed in the Consumer Protection [Distance Selling] Regulations 2000, we will refund the cost of that item. Genuinely faulty goods will be credited by refunding the amount paid for the item in full and return P&P. This does not affect your statutory rights. Liability  Vet-medic accepts no liability for loss and/or damage to property or purely economic loss resulting from use of products sold on this site. This does not affect your statutory rights where these may differ. As with all provisions in this document they are set out in accordance with the law of the United Kingdom and the Republic of Ireland. Vet-medic is covered by professional indemnity insurance relating to trading as a pharmaceutical chemist.   Our Guarantee  We believe that our products are of the highest standard possible for the price we charge, and we try to provide the best possible service to you. If you are not satisfied with your goods for any reason, you should notify Vet-medic either over the telephone or by e-mail within 10 days of receiving the goods. Call our Customer Service Help line on Freephone UK 0800 387348 or Europe +44 115 9307788 for assistance with your return. You will not be charged for this call, alternativley use our e-mail facility. When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage for the return parcel. We strongly recommend you send it recorded post. If you are returning an item as a result of a mistake by Vet-medic , we will pay for the cost of postage for the return parcel. All returns must be sent to: Vet-medic Manor House Merlin Way Quarry Hill Road Ilkeston Derbyshire DE7 4RA Complaints If you are unhappy with our service in any way, we would like to know. Please contact our Customer Services Department by clicking here or call our freephone number below. If you have a complaint regarding a pharmaceutical service (advice, prescriptions, medicines) please contact one of our pharmacists in the first instance by clicking here. If the pharmacist cannot satisfactorily deal with your complaint, please contact our Pharmacy Superintendent by contacting us or on the same freephone number. Your complaint will be acknowledged within 2 working days and we will keep you regularly updated until the complaint reaches a mutually satisfactory conclusion. When dealing with complaints we work to the standards laid down by our professional body, the Royal Pharmaceutical Society of Great Britain http://www.rpsgb.org.uk Contact Times Our Customer Service Department operates between 9.00am and 6.00pm Monday to Friday. Any emails or answer phone messages received outside these times will be dealt with at the earliest possible time. Freephone UK 0800 387348 or Europe +44 115 9307788 Email: click here