Terms of purchase

  1. General

    The following terms and conditions apply to the purchase agreement you as a customer enter into with the company Onlinevet 247 UK Ltd (trading as FirstVet) (shop.firstvet.com), corporate identity number 11787494.

    As part of its offering, FirstVet sells products for animals and pet owners on the Internet. The shop is open to anyone over the age of 18. If you have not reached the age of 18, you need to obtain consent for purchases from your guardian. We recommend that you register as a user on firstvet.com/uk. This is not a requirement to make a purchase, however it facilitates your buying process and gives you access to unique offers. The terms for the use of FirstVet's website including the e-commerce platform can be found here.

    FirstVet processes personal data that you provide to us in accordance with our privacy policy, which you can find here. If you have any questions regarding your purchase or how it is done, you are always welcome to contact us at shop-support@firstvet.com or call us at 0330 808 1281.

  2. Purchases and orders

    When you submit an order to us on the website, you will receive an email from us acknowledging your order. The acknowledgement email will contain your order number. This must be saved in the event you may need to contact our customer support team. You should check this email for accuracy and let us know immediately if there are any errors. Your order constitutes an offer to us to buy goods.

    All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms the order you have made. The contract between us will only be formed when we send you the confirmation email. Title to the goods will pass to you on delivery provided payment has been made in full or invoice has been confirmed. The contract will relate only to those products which we have confirmed in the confirmation email.

    By placing the order, you agree to our terms of purchase and agree that we register your data in our customer register. If you choose to pay via Stripe or PayPal, you also agree to Stripe and Paypal's terms and conditions by filling in your details and completing the transaction.

    Whilst we take every care to ensure that the information on the website is accurate and complete, some of it may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it. Further, due to the inherent nature of the Internet, errors, interruptions and delays may occur in the service provided on the website at any time. Accordingly, subject to the condition below, the website is provided "AS IS" with warranties excluded to the fullest extent permissible by law. Subject to the condition below, we do not accept any liability arising from any inaccuracy or omission in any and/or all of the information provided on the website or interruption in availability.

    If a fault occurs in the service of the website, you should report it to Customer Services via contact us.

    Your access to the website may occasionally be restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.

    Your attention is drawn to the following information in particular:

    While we do our very best to ensure that the ingredients, feeding guides and analyses information for food products is kept up to date, there may be occasions where a manufacturer has changed their recipe or feeding guide and this has not yet been reflected in the information on our product pages. Due to the complexity of some feeding guides, the information displayed on this site may be a simplified version and therefore all feeding guides are provided for the purposes of comparing products only. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's ingredients and feeding guidelines.

    We understand that when shopping online, it may be difficult to visualise the actual size of an item, even where approximate product dimensions have been provided. However, each pet is an individual and therefore, while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. Therefore, upon receipt of your order, please ensure that you are confident that the product(s) you have purchased will in fact be suitable for your pets unique individual requirements.

    FirstVet reserves itself from any errors in the product information, pricing and any other information listed on the website. The images on FirstVet's website do not guarantee the exact appearance and nature of the product. We reserve the right to make adjustments afterwards on the website without notice.

  3. Prices

    The price of any goods will be published on the website. Prices are quoted in GBP and inclusive of VAT. The prices quoted do not include shipping or payment fees, subject to conditions, these shall be applied at checkout. The final cost including shipping and payment fees is indicated on the checkout page. Shipping fees are subject to £3.99 on purchase amounts under £49.

    Whilst it is our intention to keep the website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you regarding your purchase with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled. In the event of obvious inaccuracies in the prices quoted on the website, we reserve the right not to fulfil and/or to cancel any orders placed by you in reliance on the inaccurate prices.

    Prices are liable to change at any time, but changes will not affect orders which we have already dispatched.

    Sales and prices for promotional products are valid until the listed date or until the item has run out of stock. In cases where the end date is missing, the price applies until we choose to remove the promotion.

    FirstVet also reserves itself from final sales, inventory differences, price adjustments, changes to technical specifications and technical problems on our website. We reserve the right for any printing errors. In case of correct pricing, should the item be out of stock or if we are otherwise unable to send the order, we reserve the right to cancel the purchase and refund any payment or cancel the invoice.

  4. Payment

    FirstVet uses Stripe as a payment solution that provides multiple payment methods. This includes all major credit cards, Apple Pay, Google Pay and Klarna. Please review Stripe's Terms and Conditions and Privacy Policy which you agree to by providing your information at check out. FirstVet also uses PayPal as a payment method. Please review PayPal's Terms and Conditions and Privacy Policy which you agree to by providing your information at check out.

    FirstVet will refund money within 20 business days from the date the repayment agreement is reached. In case of agreement on redelivery or remedy of defects in the event of a complaint, we will refund any shipping costs within 20 business days of receiving the defect product.

    Stripe and Paypal are the controllers of the credit card information and other information relating to the payment. FirstVet does not collect or store any payment information. We recommend you to read our Privacy Policy on how we process personal data.

    Payment for all goods, either by credit or debit card, will be taken from your card at the time we receive your order, once we have checked your card details and stock availability. Any payment made to us will be refunded if we do not accept your order.

  5. Delivery

    FirstVet delivers throughout the UK with all our packages sent through Royal Mail, Evri, DHL or DPD.

    Normally we will process your order within 24 hours (weekdays) and your order should be delivered within 2-5 business days from the time we receive your order. However, we reserve the right for delays for up to 30 days.

    In our product range there are also products that we do not stock ourselves, but must be ordered from our suppliers before we can deliver them to the end customer. These products may have up to 10 business days delivery time. Should significant delays for certain items in your order occur, we may split your order into multiple deliveries. You will not pay any additional shipping fee in this instance.

    Delay in delivery

    In case of any delivery delays, FirstVet will contact you by email with an update on the expected delivery date.

    Risk during transport

    FirstVet and our delivery providers are responsible for ensuring that your products arrive at your home in an acceptable condition. This means that we are responsible for the risk if the product is damaged or lost during transport.

    In case of transport damage, a complaint must be made immediately to us. It is very important when receiving the order that you inspect the order to determine if it has been damaged during the transport. If you collect your package from a representative, we recommend that you make a report of transport damage with the agent and then contact our customer support team.

    You are responsible for ensuring that product returns are delivered to us. You should save the receipt so that you can prove that the item has been returned to us and to follow the return of the shipment.

  6. Returns and Refunds

    When buying with FirstVet, you as a customer always have the right to return your purchase for up to 30 days after you have received your order.

    FirstVet reserves the right to deduct from the amount of the refund an amount equal to the value of which the products has decreased as a result of (i) handling the products to a greater extent than is necessary to determine the characteristics of the products and/or (ii) the packaging has been more damaged than the situation requires when opening the packaging.

    Products such as food, treats, food supplements and the like must be in unbroken packaging to be considered unused and products with sealing (technical sealing) must be unbroken. All products sent back to us must include labels, original packaging and manuals if these are included.

    Return of products

    To initiate a return, start by emailing us at shop-support@firstvet.com. FirstVet needs to confirm that the return is allowed and that the withdrawal period has not passed before the products are returned. Your order number, quantity items and names of the products you wish to return must also be included in the email. Once received, we will email back with instructions so that you can return your products. Product exchanges are not offered, but instead you may make a new order on the website.

    • Please ensure the products are well packaged when you return the package.

    • When the return has been received by us, we will process your matter and contact you with any questions. Refunds are usually made within a few working days but can take up to 20 business days to process.

    Return address

    Unit 20
    The Runway
    BH23 4FL
    United Kingdom

  7. Complaints

    All products on FirstVet are subject to statutory right of complaint. If you have received a faulty, defect or damaged product, we can offer you either a replacement product or a refund. Only original defects are covered by the right of complaint and not such defects that are caused by normal wear and tear. Complaints of products to FirstVet must be made within a reasonable time.

    When you find that there is a defect in the item and want to make a complaint, please contact us as soon as possible, either by phone or email.

    Email: shop-support@firstvet.com
    Phone: 0330 808 1281

    Returns are sent as packages to our return address as indicated above.

  8. Personal data & GDPR, privacy

    FirstVet protects your privacy and in our privacy policy, we have described in detail how we save, use and analyse personal data. You can find our privacy policy here

    When you place an order with us, you provide personal data such as name, address, email address and telephone number. In connection with your registration and order, you agree that we store and use your data in order to fulfil our contractual obligations to you. We also document all communications we have with you via email, in order to provide the service you expect from us. We share your data with our payment- and logistics partners in order to carry out purchases and deliveries, otherwise we will not disclose your personal data to third parties.

    FirstVet will send newsletters with product offers and information to the email you have provided in your purchase.You can easily cancel your subscription by contacting us by phone or email or unsubscribing by clicking the unsubscribe button in the email.

  9. Changes to the terms and conditions

    FirstVet reserves the right, at its sole discretion, to change, modify, add or remove portions of these Terms of Purchase, at any time. It is your responsibility to check these Terms of Purchase periodically for changes. Your continued use of the site following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Purchase, FirstVet grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the site.

  10. Miscellaneous

    If you have a problem with a product or purchase, please contact us in the first instance so that we can help you. If you have not been able to resolve the problem with us, you can send your complaint to the EU Online Dispute Resolution (ODR) platform. By using the ODR platform, the consumer and the trader can find a dispute resolution body and then go through the process of finding a solution to the consumer's complaint. The ODR platform can be found here.

    As a consumer, you are always protected by the generally mandatory rules in accordance with applicable legislation.

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FirstVet provides on-demand, expert advice from licensed vets and a selection of vet-recommended products all in one place. All products in our assortment are carefully selected and continuously reviewed by our vets. We offer fast home delivery and free shipping on orders over £49. If you have any questions, please contact our fantastic customer support team and we will be happy to help you.