Delivery and returns


This page contains:

(a) our Delivery Policy, and

(b) our Returns Policy


Delivery Policy

1. Introduction

1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.

1.2 This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.

2. Free delivery

2.1 We may offer FREE SHIPPING to various UK destinations on occasions, as part of promotional offers. Full details will appear on our website when this is available.

2.2 All other orders will be subject to delivery charges as detailed in Section 5.

3. Geographical limitations

3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

3.2 We may from time to time agree to deliver products to other countries and territories.

4. Delivery methods and periods

4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a) if your delivery address is on the United Kingdom mainland, you may be able to select Next Working Day Tracked, and the typical period for delivery of products by this method is 1 working day; and

(b) if your delivery address is on the United Kingdom mainland, you may be able to select Royal Mail 1st Class, and the typical period for delivery of products by this method is 1-2 working days; and

(c) if your delivery address is on the United Kingdom mainland, you may be able to select Royal Mail 2nd Class, and the typical period for delivery of products by this method is 2-3 working days; and

(d) if your delivery address is on the United Kingdom mainland, you may be able to select Royal Mail 2nd Class Tracked, and the typical period for delivery of products by this method is 2-3 working days; and

(e) if your delivery address is on the Highlands and Islands of Scotland; Northern Ireland; Isle of Man, or Isles of Scilly, you may be able to select Royal Mail 1st Class, and the typical period for delivery of products by this method is 2-3 working days; and

(f) if your delivery address is on the Highlands and Islands of Scotland; Northern Ireland; Isle of Man, or Isles of Scilly, you may be able to select Royal Mail 2nd Class, and the typical period for delivery of products by this method is 3-4 working days; and

(g) if your delivery address is on the Highlands and Islands of Scotland; Northern Ireland; Isle of Man, or Isles of Scilly, you will may able to select Royal Mail 2nd Class Tracked, and the typical period for delivery of products by this method is 3-4 working days.

4.2 If you place your order before 12.00 noon on a working day, these time periods run from the close of business on that day; if you place your order after 12.00 noon on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

5. Delivery charges

5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

5.3 Our delivery charges are as follows:

(a) in respect of  Next Working Day Tracked, charges will depend on the weight of the product ordered. £4.95 for up to 850g; £5.95 for up to 4.8 kg and £9.60 up to 19kg UK Mainland, and POA for Highlands and Islands of Scotland; Northern Ireland; Isle of Man, or Isles of Scilly; and

6. Delivery tracking

6.1 Delivery tracking is available in respect of Next Working Day Tracked.

6.2 To track your delivery, enter your order number (which is provided in your order confirmation email) into our delivery service provider's website.

7. Receipt and signature

7.1 All deliveries must be received in person at the delivery address, and a signature must be provided where necessary.

8. Additional deliveries

8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

9. Collection

9.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

10. Delivery problems

10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.

10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

10.3 An indicative list of the situations where a failure to deliver will be your fault, is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery, and there is no person available to accept delivery; or

(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.


Returns policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 30 days following the date of dispatch of the product to you;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2 Products returned under this policy must be sent by Royal Mail Signed For to Vince The Vet® 89a King Street, Southport, Merseyside. PR8 1LQ United Kingdom.

3.3 You will be responsible for paying postage costs associated with returns under this policy.

4. Exclusions

4.1 The following kinds of products may not be returned under this policy:

(a) any product that has been opened.

5. Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original delivery charges relating to the returned product.

5.3 We will not refund to you any costs you incur in returning the product to us.

5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7. Our details

7.1 This website is owned and operated by Vince The Vet®.

7.2 Our principal place of business is at 89a King Street, Southport, Merseyside. PR8 1LQ

7.3 You can contact us by writing to the business address given above, by using our website contact form, by sending an email to info@vincethevet.co.uk or by telephoning 0800 689 3859 / 01952 459896 or 0740 3663263.

This Delivery and Returns Policy was last updated, and became effective, on 03/03/2017

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