Terms & Condition

This page (together with our Privacy & Cookies Policy and Acceptable Use Policy) tells you information about us and the legal terms and conditions ("Terms") on which we make available products ("Products") and services ("Services"), from our website, http://www.smartvetmeds.com, ("our site") to you.

Our site facilitates your access to veterinary medication either through a prescription upload facility or an ePrescription service for vets.

These Terms also govern the ownership and use of any materials, documentation and intellectual property rights belonging to us or any of our associates ("Material").

Please read these Terms carefully and make sure that you understand them. Before you place an order for Products (including Prescribed Medicines) or Services on our site ("Order"), you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be allowed to order Products or Services from our site.

 

1. Information About Us

We are SmartVetMeds, a company registered in England with company number 11152611 and our registered office at Hawthorn House, Halfords Lane, Birmingham B66 1DW (the "Company", "we" or "us"). We are responsible for operating our site.

Medicines are supplied by our registered pharmacy, supervised by our superintendent pharmacist Gary Choo, registration number GPhC 2030022. You can check the pharmacists register here:

https://www.pharmacyregulation.org/registers/pharmacist

Our premise is a pharmacy and has been inspected by the General Pharmaceutical Council (GPhC). We supply POM-VPS and NFA-VPS veterinary medicines dispensed by qualified pharmacists. Our premises approval number is: 9010900. You can check our approval on the GPhC website:

https://www.pharmacyregulation.org/registers/pharmacy

To contact us either email info@fclchemist.com or call 01332 321818, please quote your order number or account details to help us deal with your query efficiently.

 

FCL Chemist

32 Longbridge Lane

Ascot Business Park

Derby

DE24 8UJ

Superintendent Pharmacist: Gary Choo

GPhC Number: 2030022

 

2. Your Conduct

Ensure all pet information is accurate and kept up to date

You will not use the medicines for anything other than its intended use.

You are 18+ years old

You are a resident in the UK

For any enquires about recent orders, please note and refer to the order number generated. This will speed up the process of handling your query.

Our team is here to help you and resolve any issues you may be facing. Please refrain from using offensive and abusive language towards our members of staff as it will not be tolerated. If you do so, you will be asked to call back another time.

 

3. Communication and Security

By accepting these Terms, you are communicating with us electronically and, in doing so, you are deemed to consent to receiving communications from us or our Associates electronically. Electronic communications include, but are not limited, to emails, notifications, alerts, prompts, disclosures and information fields or other information provided via our site. You agree that any electronic communication made to you by us is sufficient to satisfy any legal requirement that such communication be made to you in writing.

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at info@fclchemist.com

 

4. How we use your Personal Information

The use of your personal information is subject to our Privacy and Cookies Policy. Please ensure that you have read and understood our Privacy and Cookies Policy before placing your Order.

We will not use any of your personal information for any purpose other than those contained within our Privacy and Cookies Policy and as set out below.

We will use the personal information you provide to us to:

Enable Associates to provide you with Products and/or Services;

Facilitate payments and refunds for Products and/or Services;

Enhance and improve the quality of Products and/or Services that we provide;

Comply with requests made by regulatory bodies and/or as otherwise required by law;

Provide relevant information to your regular healthcare providers; and/or for the prevention of fraud and/or other relevant criminal offences.

We use identity verification services in order to check your details, which are checked against multiple sources, including the electoral roll and credit reference agencies. By agreeing to these Terms, you are giving us permission to make these checks. If we cannot verify your identity using these checks, we will contact you requesting further evidence of your identity.

You give your consent for information about yourself and your pet to be viewed and exchanged by and between us and our employees and Associates for the purpose of supplying Products and/or Services to you.

 

5. Our Products

Although we make reasonable efforts to update the information on our site, including descriptions of any Product or Service, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

The Images used on our site are used for illustrative purposes only.

Products may vary from the images on our site and we accept no responsibility for any reliance that you may place on the accuracy of the images used on our site.

Packaging may vary from time to time to that shown in images on our site.

All products shown on our site remain subject to availability. If the product you have ordered is unavailable, we will notify you as soon as possible and we will refund your payment promptly.

 

6. Our Liability

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 caused by our negligence or the negligence of our employees, agents, subcontractors or Associates and for fraud or fraudulent misrepresentation.

We will not be liable, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or for any indirect or consequential loss arising under or in connection with your Order.

Our total liability to you whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the provision of the Products or Services shall be limited to the amount paid by you in respect of such Product or Service.

Our site is not designed and is not suitable for the treatment and/or management of a medical emergency for your pet’s condition that would otherwise warrant analysis, diagnosis or treatment by a vet, or treatment would be required on an urgent basis.

We will take all appropriate technical and organisational measures against unauthorised or unlawful processing of your personal data and against accidental loss or destruction of, or damage to, personal data but subject to that and our obligations under law as a data controller, we shall not be responsible for any data loss or unauthorised access by other persons, whether a result of unauthorised access, misaddress, technical failure, technical interference, negligence or otherwise.

We disclaim all warranties, express or implied (to the extent permitted by law) including, but not limited to, implied warranties of satisfactory quality and fitness for a particular purpose. We do not warrant that our site or any notification sent by us to you will be free of viruses or other harmful components.

We do not accept any liability or responsibility for the actions or omissions of any third party, including Associates.

We only supply Products and Services for domestic and private use. You agree not to use the Products or Services for any commercial, business or re-sale purpose, and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use such Products or Services otherwise than in accordance with these Terms.

We are not liable for any loss or damage, which results from your failure to follow advice given on our site.

You accept that the advice provided through our site does not replace the advice provided to you by your Vet and that you should consult with your Vet on the Products and/or Services supplied through our site.

 

7. Buying Product on our Website

To order medicine for your pet from our website you must follow all the procedures and requirements outlined.

We may request further information of your animal prior to completing your order. This is to ensure you are ordering the correct medicine and it is safe to use for you animal.

If Non-Prescription products are ordered before 2pm, we will dispatch the same day with the courier service you have selected.

Orders are also subject to stock availability, you will be informed of any delays.

Prices displayed are exclusive of delivery costs.

 

8. Ordering Prescription Only Medicines

When you order a prescription only veterinary medicine (POM-V), you must obtain a valid signed prescription from your vet.

When you order Prescription only medicines you must agree to send the original prescription to us within 14 days.

You must send/upload a valid prescription within 48 hours or your order for prescription only products will automatically be cancelled.

We prefer to dispense you items upon receipt of the original prescription, however we will dispense on a valid, clear image or scanned copy. Providing you agree to send the original with your order number written on, to our pharmacy address using the freepost envelope provided.

it is an offence for a person to submit a fraudulent prescription to obtain veterinary medicines and for a person to alter a prescription unless authorised to do so by the prescriber. Any suspected cases of fraud or unlawful alteration of a prescription will be referred to the VMD.

 

9. Price and Payment

The prices of the Products or Services will be as quoted on our site at the time you submit your Order. We take all reasonable care to ensure that the prices of Products and Services are correct at the time when the relevant information was entered onto our site.

Prices for Products or Services may change from time to time, but changes will not affect any Order you have placed prior to the change.

The price of a Product or Service includes VAT (where applicable) at the applicable current rate chargeable in the UK.

The price of a Product does not include collection or delivery charges, which shall be as stated on our site before you place your Order.

Our site contains a large number of Products and Services. It is always possible that, despite our best efforts, some of these Products or Services may be incorrectly priced. We will normally check our prices as part of our dispatch procedures so that:

where the Product's or Service’s correct price is lower than the price stated on our site, we will charge the lower amount when providing such Products or Services to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide such Products or Services to you at the incorrect (lower) price; and

if the Product's or Service’s correct price is higher than the price stated on our site, we will notify you as soon as possible to inform you of this error and we will give you the option of continuing to order the Product or Service at the correct price or cancelling your Order. We will not process your Order until we have received your instructions.

 

10. Making Payment

Payment for all products and delivery charges will be made at checkout.

Payment for Products or Services can be made by debit or credit card.

You are responsible for providing valid debit or credit card details. We reserve the right to not provide Products or Services to you if your payment details have expired or are invalid. In such cases, we will attempt to contact you to enable you to provide updated information.

Payments are provided on a 'continuous authority' basis, allowing for further payments or refunds to your payment card if necessary.

To ensure that your debit or credit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these Terms, you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered credit reference agency, which may keep a record of that information. This is done only to confirm your identity. A credit check is not performed, and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with current and applicable data protection legislation.

 

11. Delivery

  • Standard Service = Royal mail 48 – 23 day after dispatch
  • Next Day Service = DPD next day

All orders placed before 2pm will be dispatched, providing payment has been received and a valid prescription where necessary.

Standard service includes Saturday deliveries.

Next Day service qualifies Monday - Thursday, Friday orders will be delivered on Monday. Signature required on delivery.

Saturday Delivery – if selected your order will be held and dispatched on Friday for a Saturday delivery. Any order made after 2pm on Friday will be dispatched for the following Saturday 7days later.

All deliveries will not be made on Bank Holidays and will be processed the day after.

Deliveries to certain areas of Scotland cannot be guaranteed next day delivery.

Next day delivery cannot be guaranteed to Scotland, Northern Ireland, Channel Islands, Scottish Highlands, Shetland Islands.

Once an order has been placed the delivery address cannot be amended.

We will not be held responsible for lost parcels caused due to an incorrect delivery address entered by you.

It is your responsibility to make sure someone is available to sign for the parcel.

Most of our orders arrive on time, however if your order doesn’t arrive in the time frame expected please carry out the following checks:

  • Other members of your household may have signed for it
  • Card left by the driver with details about your parcel
  • A neighbour has signed for it
  • Tracking number, details on the status of your parcel

Contact customer services if you are still unsure on the whereabouts of your parcel.

Prescription only medicines (POM-V, POM-VPS) – Original prescription must be received by Smart Vet Meds before we dispatch any items.

 

12. Returns

Your right to cancel/refund an order ends once your order has been dispatched. All refunds will be made to the card that you used to pay.

Prescription medicines cannot be returned unless a processing error by us or an official product recall. You can take it to a local pharmacy and they will dispose of the products safely.

Non-Prescription products can be returned/refunded if unopened & unused within 14 days, customers are liable for any return costs incurred.

Picking error – We will cover the costs of return and issue a replacement.

Faulty products – Return faulty items to us, once we have inspected the product, we will issue a refund or replacement according to your request.

Damaged goods – Please provide photographic evidence of the damages, without these we are unable to issue a replacement or process a refund.

Return Address:

FCL Chemist

32 Longbridge Lane

Ascot Business Park

Derby

DE24 8UJ

01332 321818

We advise our customers to use recorded post, if we do not receive the items we cannot process a refund.

 

13. Cancellation by you

You can cancel an Order with immediate effect at any time by giving us written notice if:

We breach these Terms in a material way and we have failed to remedy the breach not less than 14 days from the day upon which you notified us in writing of that breach;

Our performance under these Terms is affected by an "Event Outside Our Control";

We enter liquidation or upon the appointment of a receiver or administrator over our assets; or 

at any time up to the commencement of the Service.

 

14. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an "Event Outside Our Control".

An "Event Outside Our Control" means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.

If an Event Outside Our Control takes place that substantially affects the performance of our obligations under these Terms:

we will contact you as soon as reasonably possible to notify you; and

our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects the supply of Products to you, we will arrange a new collection or delivery date with you after the Event Outside Our Control has expired.

You may cancel an Order if an Event Outside Our Control, persists for a period of not less than 7 days. To cancel your Order, you must notify us in writing.

We may cancel an Order if an Event Outside Our Control persists for a period of not less than 28 days.

 

15. Complaints

FCL Chemist is committed to providing high quality care for our patients and customers.  We ensure that each complaint is properly investigated in an unbiased and non-judgemental manner.

We aim to deal with complaints in the following manner.

  1. Openness and Honesty – An easy and transparent process readily followed and understood by all those involved in a complaint
  2. Evidence based investigation and report, with a consistent approach to the complaint process
  3. Reasonable and balance approach
  4. Respond within an agreed timeframe and to communicate any delays as quickly as possible
  5. Provide support and guidance throughout the complaints process.
  6. Identify the causes of complaints and make sure that is addressed to prevent repeat occurrences

All formal written complaints will be acknowledged and responded to within 5 working days.  To make a complaint please send an email to info@fclchemist.com

If you feel that the complaint has not been dealt with in a satisfactory manner, you should contact the VMD

If you find your pet has had a reaction to the medication or it has not worked you can report it, please fill out the VMD’s Adverse reaction scheme form https://www.gov.uk/report-veterinary-medicine-problem/animal-reacts-medicine

 

16. Trade Marks

Smart Vet Meds (SVM) name and logo displayed on the website is a trade mark of the company.

 

17. Intellectual Property

Any content used by us on our site and all Materials are subject to protection by copyright, trademarks, database rights and other intellectual property rights.

You agree that you shall not interfere with any copyright or proprietary notices on our site.

You acknowledge that you shall not at any time acquire any rights in the copyright or any other intellectual property rights in any Materials, content or any other documents or items provided through our site.

You shall not be entitled to make copies, edit, alter or distribute, nor shall you make any materials or information referred to in this clause available through a file-sharing network or facilitate or allow any other person to do the same.

All content available and included on our site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software, is our property or of our content suppliers and is subject to protection by copyright and other intellectual property rights. The collective use of all content on our site is our sole and exclusive property. Any software used on our site is our property or our software suppliers and is subject to protection by copyright and other intellectual property rights.