Terms and Conditions

Terms and Conditions 

Conditions of Use & Sale 

PET-SUPERMARKET.CO.UK 

Welcome to Pet-Supermarket.co.uk (the “Website”). This Website is owned and operated by Fetch! Retail Limited a company registered in England and Wales under company number 07823197having its registered office at Unit 1, Paramount House Gelderd Road, Birstall, Batley, England, WF17 9QD (“we” or “us”). Our VAT number is 434148801. 

You can contact us by phone on 020 8089 3880 or by email at [email protected].  

We provide access to the Website and we sell our products to you subject to the conditions set out on this page. For the purposes of these terms, "products" shall mean any products agreed to be supplied by us to you in accordance with the terms and conditions set out on this Website. 

Please read these conditions carefully before using the Website. By accessing and using this Website you signify your agreement to be bound by these conditions and any other terms or notices set out on this Website. You should print a copy of these terms for future reference. We may amend these terms from time to time as set out in paragraph 20. Every time you wish to order products from our Website, please check these terms to ensure you understand the terms that will apply at that time. 

Your use of the Website is subject to our conditions of use, set out in Part 1 here, and any purchase of products from our Website shall be governed by our conditions of sale, set out in Part 2 here. The terms and conditions which apply to repeat orders are set out in Part 3 here, and any promotional or competition terms can be found in Part 4 here. 

We may transfer our rights and obligations under these terms to another organisation, including other members of our group of companies (which includes any of our holding companies from time to time, and any subsidiary from time to time of any of our holding company ("Paramount Retail Group Holdings Limited"). 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. If you are unhappy with the transfer you may contact us to end a contract for the purchase of products within 7 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

Part 1: Conditions Relating to Your Use of the Website  

1. Your Account 

If you use the Website, you are responsible for maintaining the confidentiality of your account, password and any other user identification, and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and you should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You can access and update the information you provided us with in the My Account area of the Website.  

We reserve the right to refuse access to the Website, terminate accounts, disable any user identification code or password, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you. You may not sign up for more than one account with us per person. For this purpose we reserve the right to cross reference the names and addresses of new members with our existing customer database. We reserve the right to close your account or the account of your referee or to cancel any order where we suspect at our sole discretion that you have opened multiple accounts to assist prescription fraud, to take advantage of the referral program or of discount codes limited to one use per person. 

2. Privacy and Security 

Please refer to our Privacy Notice and Cookies Policy. 

3. Access to the Website 

We will do our utmost to ensure that availability of the Website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the Website may occasionally be suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. 

We reserve the right to withdraw our Website for business and operational reasons at any time. We will try to give you reasonable notice of any withdrawal.  

4. Restriction on Use                  

You may use the Website to purchase non-commercial and domestic use only. We reserve the right to refuse orders from businesses or orders that we consider are for commercial or non-domestic use. These terms and conditions apply to consumer customers only. If you wish to purchase products for commercial or non-domestic use, please contact us for further information. 

We reserve the right to cancel orders at any time where we reasonably suspect that you have not acted wholly in accordance with these terms and conditions. 

9. Your Responsibilities 

In order for us to ascertain the suitability of sending veterinary products to you, we will require you to supply key information on the animal/patient concerned and keep us informed of any changes to their health by emailing our Pet Health Advisors at [email protected]. The key information we will require is your email, pet’s name, weight, age, and details on whether the animal is healthy, pregnant, taking other medication or has experienced adverse reactions to the veterinary product you are ordering. We will also need to know if you have questions about the use of the product and if you have a Repeat Order for it. It is vital that all information you supply to us is complete and accurate in all respects because we will, in good faith, rely entirely on the key information you provided in order to ensure that we provide the correct and appropriate (if at all) medication to your animal.

Any false or inaccurate information you supply to us could result in certain products being prescribed to your animal that are unsuitable or inappropriate for the intended use you have specified to us. Therefore, you hereby undertake at all times to provide true, complete and accurate information to us when ordering any veterinary products from us. You hereby acknowledge that we shall have no liability or responsibility for any direct or indirect loss or damage that may result to you, your animal or a third party incurred as a result of our reliance on false or inaccurate information supplied by you or on your behalf. 

Prior to the purchase of products, it is important that you are satisfied regarding the following matters: the appropriateness of particular products, correct use, storage, handling, waste disposal and correct administration of products. 

In order for you to be satisfied with the matters set out above in respect of veterinary medicinal products, we ask that you read the data sheet(s) that apply to the veterinary medicinal products that you intend to purchase at you can find in the Product Information Database of Veterinary Medicines Directory’s website (VMD) (a link to which will be available on the product page), prior to confirming and proceeding with purchase of veterinary medicinal products. 

Please note that we will use reasonable endeavours to ensure that every veterinary medicinal product supplied by us will be accompanied by an applicable datasheet. 

If you wish to obtain advice or have any queries regarding any of the products supplied by us on this Website prior to the purchase of those products including without limitation, if having read the relevant information in the applicable data sheet(s), you still have a query or wish to obtain further advice regarding any veterinary medicinal products, we strongly encourage you to email our Pet Health Advisors at [email protected] or use the contact details set out in the Contact Us section of the Website.

Resale of any medicine products purchased on our Website is strictly prohibited. 

10. Returns 

We understand that on occasion you want to return an item you purchased from us. We are striving to make this process quick and convenient for you. 

For more information on returns or to request a return/refund, contact us using the details set out at the top of this page.  

Medicines 

Unfortunately, due to regulatory law, we cannot accept the return of any medication including flea and worming treatments. If you return such a medication to us, we can dispose of this for you but are not authorised to resell this. If an order containing medicinal products is faulty, we will accept returns within 30 days of the order date. 

Other Products 

If for any reason you are not satisfied with any product you purchased from us, you can return by notifying us within 14 calendar days of receipt. The product must be returned within 14 calendar days of your notification to us in its original packaging, unopened and in condition for resale. 

You can use the model instructions for cancellation found here.  

We only accept returns of products that have been purchased through our Website. 

If the product arrives in bad condition, or if for some reason the return is the result of an error on our part, you must notify us immediately and we will resend or refund the product (in our sole discretion) within 14 days of the order date. 

No payment shall be deemed to have been received and no delivery will take place until we receive cleared funds. 

‘RRP’ means the resale price of a product recommended by the manufacturer or supplier. 

We only specify the product RRP where this has been disclosed by the manufacturer or supplier. 

13. Pricing and availability 

If an item is not available at the time of ordering, this will be mentioned as “out of stock” on the product information page. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such. 

Despite our efforts, a small number of the products in our catalogue maybe mispriced. Rest assured, however, that we verify prices as part of our dispatch procedures. If a product’s correct price is lower than our stated price, we charge the lower amount and send you the product. If a product’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cancellation. 

14. Product quality 

We are under a legal duty to supply goods to you that are in conformity with the contract between us. 

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 your computer’s display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images. 

All veterinary medicines on our Website are sourced from UK veterinary wholesalers and dispensed by qualified and registered UK veterinarians/pharmacists. 

We will endeavour to deliver products that are not due to expire within a reasonable period of time of the date of delivery. That said, please note that veterinary products are in their nature liable to deteriorate or expire rapidly. We therefore strongly recommend that you check the expiration date on the manufacturer packaging of the product delivered to you and make sure that it is used within the time frame provided. 

It is your responsibility to store, use and maintain the products as outlined in the manufacturer datasheet/written instructions. 

If you discover a defect in the product as a result of damage in transit, you are obliged to give us written notice of the defect within two business days of the time you discovered or ought to have discovered the defect. In such a case, we will request the product to be returned for examination. If the product is deemed defective as a result of transit, we will provide you with the same product or a refund. 

We will not incur any responsibility if you fail to store the products appropriately, use them after their expiry date or use a product damaged in transit without having informed us. 

15. Customs 

When ordering goods from us for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. 

Additionally, please note that when ordering medicinal products from us, you are considered the importer of medicine and must comply with all laws and regulations of the country in which you are receiving the goods. 

We make no representation that any products referred on this Website are appropriate for use or available in other locations. Those who choose to access this Website from outside of the European Union or the EEA are responsible for compliance with local laws if and to the extent local laws are applicable. 

Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. 

16. Links to Other Websites 

We have provided links on this Website to other sites for information purposes only and such links do not constitute an endorsement by us of the content, materials and/or any offer or offerings placed or referred to on such other websites or as a warranty that such websites will be free of viruses or other such items of a destructive nature. We have no control whatsoever as regards the content of such websites and does therefore not assume any responsibility or liability for the actions, products, and content of any of these and any other third-parties. You should carefully review their privacy statements and other conditions of use. If you decide to access any third party websites linked to this Website and rely on any information collected in such websites, you do so entirely at your own risk. 

17. Electronic communications 

When you visit the Website or send e-mails to us, you are communicating with us electronically. We communicate with you by e-mail, live chat or by posting notices on the Website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights. 

18. Our Liability 

Although we endeavour to ensure the accuracy of the content placed on this Website, we do not warrant or guarantee its accuracy or correctness or that of any other content or materials referred to in or made available by means of this Website. The material on this Website may be out of date, and we make no commitment to update such material. The material on this Website is provided "as is", without any conditions, warranties or other terms of any kind. In addition, we do not warrant or guarantee that the Website and its operation, its content or the services that make it available are virus free or free of other harmful components, or that your use of this Website and its content will be uninterrupted. 

In no event shall we be liable for any damages (including loss of profits, income or revenue, contracts, anticipated savings, data, business, goodwill or wasted expenditure), including without limitation, direct or indirect, special, incidental, or consequential damages, losses or expenses arising in connection with this Website, any of its content, any web browser or the use thereof or inability or use by any party, or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure, even if we or our representatives are advised of the possibility of such damages, losses or expenses, whether caused by negligence or otherwise. 

Our liability in contract shall only cover losses that are a reasonably foreseeable and direct consequence of the breach of contract. Our total liability in contract (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance of the contract shall not exceed three times the amount paid for the products under the relevant contract. We shall not be liable for any indirect, special, incidental or consequential damages, losses or expenses arising out of or in connection with the contract. 

To the extent permitted by applicable law, we expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law or equity. 

Nothing in these conditions affects in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence, wilful misconduct or fraudulent misrepresentation. 

19. Indemnification

You hereby agree to indemnify and hold us fully indemnified as well as indemnify all companies within the Fetch Retail Limited for any losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly by us or companies within the Fetch Retail Limited as a consequence of your breach or non-observance of these conditions or the contract, your improper use of this Website or in relation to any claim which may be brought against us or any company within the Fetch Retail Limited by a third party in relation to your use of the Website. 

20. Alteration of Service or Amendments to the Conditions 

We reserve the right to make changes to our Website, policies, and these Conditions of Use & Sale at any time by updating the relevant posting on our Website. You will be subject to the policies and Conditions of Use & Sale in force at the time that you use the Website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). 

21. Events beyond our reasonable control 

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights. 

22. Waiver 

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions. 

23. Severability 

If any of these terms and conditions is deemed to be invalid, void or unenforceable for any reason, that condition shall be deemed severable and the remaining terms and conditions shall not be affected by such invalidity or unenforceability and shall remain in full force and effect. 

24. Complaints