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Terms of Sale

These terms include important information - please read them carefully. We recommend that you print a copy of these terms for future reference.

By ordering products from us through our website, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not order products through our website.

Contents

  1. These terms
  2. Information about us and how to contact us
  3. Our contract with you
  4. Our products
  5. Your rights to make changes
  6. Providing the products
  7. Your rights to end the contract
  8. How to end the contract with us (including if you have changed your mind)
  9. Our rights to end the contract
  10. If there is a problem with the product
  11. Price and payment
  12. Our responsibility for loss or damage suffered by you
  13. How we may use your personal information
  14. Other important terms
  15. We may make changes to these terms

Schedule 1 - Model Cancellation Form

Our Terms

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply products to you. 

1.2 Other terms that apply. The following terms also apply in the following circumstances:

Our Privacy Policy This applies when you provide us with any personal data. It explains what personal data we collect and how we use it.
Our Cookie Policy This applies when you use our website. It explains how we use cookies on our website.
Our Website Terms of Use This applies when you use our website. It explains how you may use our website.

1.3 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2. Information about us and how to contact us

2.1 Who we are. We are Independent Vetcare Limited, trading under the name below. 

2.2 Our company details. Our company details are as follows:

Business Name My Family Vets
Company Name My Family Vets
Registered Address The Chocolate Factory, Keynsham, Bristol BS31 2AU
Place of Registration England and Wales
Company Number 07746795
VAT Number 115141658

2.3 How to contact us. You can contact us directly at the contact details published on our website.

2.4 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. 

2.5 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails

3. Our contract with you

3.1 How we will accept your order. Our acceptance of your order will take place when we send you an email confirming that we have accepted your order, at which point a contract will come into existence between you and us. An email simply acknowledging or confirming that we have received your order shall not be treated as confirmation that we have accepted your order.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. 

3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell to the UK. Our website is solely for the promotion of our products in the mainland UK (England, Scotland and Wales). Unfortunately, we do not accept orders from or deliver to addresses in Northern Ireland or outside the UK.

3.5 We only sell for domestic use. Our website is solely for the promotion of products for domestic and private use, and not for resale or any commercial purposes. We reserve the right to reject or cancel orders if we believe that they may be resold or used for any commercial purposes

4. Our products

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. 

4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5. Your rights to make changes

5.1 You can request changes to your order. If you wish to make a change to the product you have ordered please contact us at the email address or telephone number above. We will let you know if the change is possible. 

5.2 If we can make the change. If we can make your requested change we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. 

5.3 If we cannot make the change. If we cannot make your requested change or the consequences of making the change are unacceptable to you, you may end the contract (see clause 7 - Your rights to end the contract).

6. How we deliver the products

6.1 Delivery costs. The costs of delivery will be as displayed to you on our website during the order process. We are unable to arrange for you to collect the products from our premises, our veterinary practices or any other location.

6.2 When we will provide the products. We will deliver the products to you as soon as reasonably possible. If we receive your order before 12:00pm, it will be delivered within 3 working days (Monday to Friday except public holidays) from the day on which we accept your order. If we receive your order after 12:00pm, it will be delivered within 4 working days (Monday to Friday except public holidays) from the day on which we accept your order.

6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. 

6.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from our delivery partner’s local collection point.

6.5 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from our delivery partner’s local collection point we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract in accordance with these terms.

6.6 Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if we have refused to deliver the goods. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under this clause 6.6, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

6.7 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under these terms, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery.  If the goods have been delivered to you, you must post them back to us or allow us to collect them from you. We will pay the costs of postage or collection. Please contact us at the email address or telephone number above for a return label or to arrange collection.

6.8 When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us.

6.9 When you own goods. You own a product once we have received payment in full.

6.10 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to deal with technical problems or make minor technical changes or to update the product to reflect changes in relevant laws and regulatory requirements. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 7 days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days and we will refund any sums you have paid in advance for the product.

7. Your rights to end the contract

7.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.

7.2 Ending the contract because what you have bought is damaged, faulty or misdescribed. If what you have bought is damaged on delivery, faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back) as explained in clause 10.

7.3 Ending the contract because of something we have done or are going to do. You can end the contract immediately at any time for any of the following reasons.  We will refund you in full for any products which have not been provided. You may also be entitled to compensation. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to;

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; 

(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or

(e) you have a legal right to end the contract because of something we have done wrong. 

7.4 Ending the contract because you have changed your mind (Consumer Contracts Regulations 2013). You have the legal right to change your mind and cancel the contract within 14 days after the day you (or someone you nominate) receive the products (or the final instalment for split orders) and to receive a refund.   You do not have a right to change your mind in respect of:

(a) products that have been used;

(b) medical or pharmaceutical products (including prescription medicines, flea treatments and worming tablets);

(c) products sealed for health protection or hygiene purposes (including food products), once these have been unsealed after you receive them;

(d) any products which become mixed inseparably with other items after their delivery

8. How to end the contract with us (including if you have changed your mind)

8.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:  

(a) Phone or email. Contact us at the email address or telephone number above. Please provide your name, home address, details of the order and, where available, your phone number and email address. 

(b) By post. Print off the cancellation form at the end of these terms and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address. 

8.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at our address above or (if they are not suitable for posting) allow us to collect them from you. Contact us at the email address or telephone number above for a return label or to arrange collection.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. 

8.3 When we will pay the costs of return. We will pay the costs of return if you are ending the contract because the products are faulty or misdescribed, we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.   

8.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will usually be the same as our charges for standard delivery.

8.5 How we will refund you. We will refund you the price you paid for the products (including delivery costs where you are entitled to a refund of those costs) by the method you used for payment. However, we may make deductions from the price, as described below.

8.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind: 

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 

(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

8.7 When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then: 

(a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. 

(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind

9. Our rights to end the contract

9.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from our delivery partner; and

(d) we reasonably believe that the products may be resold or used for any commercial purposes.

9.2 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as reasonably possible and will refund any sums you have paid in advance for products which will not be provided.

10. If there is a problem with the product

10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us at our postal address, email address or telephone number above.

10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, for example a pet toy, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get an immediate refund.

Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 7.4.

10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us at our email address or telephone number above for a return label or to arrange collection.

11. Price and payment

11.1 The price of the product will be the price indicated on the order pages when you placed your order. Our prices and rates are exclusive of VAT, which will be added as appropriate. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order. 

11.2 What happens if we got the price wrong. 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. 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. 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 goods provided to you.

11.3 You must pay the price payable to us when you submit your order. We will not take payment until we have accepted your order. 

11.4 You may pay the price payable to us by one of means specified on our website. We are unable to accept payments by cash, cheque or telephone.

12. Our responsibility for loss or damage suffered by you

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 10.2; and for defective products under the Consumer Protection Act 1987.

12.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.4 We are not liable for your use of any products otherwise than in accordance with its instructions or as directed by your veterinary surgeon. Veterinary medicinal diet feed should only be used where recommended and by way of regular monitoring by a veterinarian. The veterinarian should be visited regularly (every 6 months) during the feeding for check-up examinations and without delay in the event of deterioration in the animal’s condition.

13. How we may use your personal information

When you register on our website or order any goods or services from us, we will collect personal data about you. We will only use your personal information as set out in our Privacy Policy (a link to which is included above).

14. Other important terms

14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

15. We may make changes to these terms

15.1 We may amend these terms from time to time. We recommend that you check them each time you use our website or place an order to make sure that you are aware and understand the terms that apply at that time. 

15.2 These terms were most recently updated on 3 February 2022.

Schedule 1 - Model Cancellation Form

Complete and return this form only if you wish to withdraw from the contract.

Completed forms can be sent to us by post or by email to shop@myfamilyvets.co.uk

Cancellation Form
To Independent Vetcare Limited t/a My Family Vets, The Chocolate Factory, Keynsham, Bristol, BS31 2AU
I hereby give notice that I cancel my contract of sale of the following goods:
Customer Name  
Customer Address  
Order Date  
Order Number  
Goods Cancelled  
If sent by post:
Customer Signature  
Date of Signature