Orders, Payment, Delivery & Returns Policy


We accept orders for delivery to UK mainland only. Prices are quoted and transactions performed in Pounds Sterling.

We accept the following payment methods:

  • JCB
  • Mastercard (credit/ debit)
  • Maestro
  • Visa (credit/ debit/ electron)


We accept orders by telephone, however a £5.00 administration fee will be added to your bill.


ORDERS MADE IN ERROR BY THE CUSTOMER:  If a refund or an amendment to an order is requested by the customer or we are unable to dispatch your order for the following reasons, we reserve the right to charge a fee of £5.00 to cover card processor transaction charges and/or administration regarding:

  • an order that contains prescription only medicines that the customer does not have an original and valid written prescription from a veterinary surgeon in the UK for a patient in the UK (this includes not providing the original prescription for retention)
  • an order that contains prescription only medicines that the customer has requested to be dispatched to an address other than that shown on the prescription (including non-UK addresses)
  • an order that contains an item (including type, size, quantity and dosage) of prescription only medicine different to that on the prescription supplied
  •  an order that the customer has requested to be delivered to a non-UK Mainland address which has not been discussed with us prior to order
  • an order that has been made in error by the customer





We aim to dispatch your order in 1 business day of receiving payment if ordered by 4.30pm Monday to Friday (subject to stock availablity and receipt of original written prescription, if required). If we cannot dispatch your order in 5 business days we will contact you by email, telephone or text. We use Royal Mail recorded delivery or standard post as our delivery service for most orders. Some orders will be sent by Collect+ Couriers (depending on weight). We reserve the right to use other delivery methods at our own discretion. Please note that once goods are in the control of the delivery service delays can occur beyond our control. Card payments are automatically processed at the time of the order.

Please note that we are only able to dispatch prescription only medicines to the customer's address shown on the customer's prescription.

Our postage and packaging costs are based on the total weight of items in your shopping basket and are as follows:

Description Total Order Weight  Order Value Service Normal Charge

Lightweight orders

(most medication)

Under 1kg Under £29

Royal Mail Second Class (standard post or recorded delivery)

(2-3 days)


Lightweight orders

(most medication)

Under 1kg Under £29

Royal Mail First Class (standard post or recorded delivery)

(1-2 days)


Lightweight orders

(most medication)

Under 1kg Over £29

Royal Mail Second Class (standard post or recorded delivery)

(2-3 days)


Lightweight orders

(most medication)

Under 1kg Over £29

Royal Mail First Class (standard post or recorded delivery)

(1-2 days)


Mediumweight orders

(up to 20kg)

Over 1kg ANY

Collect+ Courier

(3-5 days)


Mediumweight orders

(up to 20kg)

Over 1kg ANY Royal Mail First Class/ Special Delivery - We will contact you with a quote -
Heavier orders (over 20kg) Over 20kg ANY Courier - We will contact you with a quote -
Collection from Clinic ANY ANY N/A FREE

Prices quoted are for delivery to all parts of mainland UK. For heavier orders we will contact you with a quote for cost of delivery once we have received your order.

CWVC Limited (trading as Pet Vet Medical) reserves the right to refuse delivery to any address at our discretion and a full refund will be given. We also reserve the right to charge extra for delivery to other addresses, however we will always contact you first. All sales are subject to availability of the requested product(s) and receipt of prescriptions (if relevant) and CWVC Limited (trading as Pet Vet Medical) being happy to arrange delivery to your address.

Please note that all orders under £29 will be charged the minimum postage fee displayed in the table above. Orders over 1kg will be charged a mediumweight surcharge. Orders can be collected from the practice premises during normal opening hours at no extra charge (see below).



Royal Mail First and Second Class services offer £20 compensation and Collect + courier services offer £40 compensation as standard for loss or damage. If your order value is higher than this we recommend purchasing additional cover. You will be offered this option at checkout and we will contact you to discuss the cost.

You can collect your order from Cat’s Whiskers Veterinary Clinic at no additional charge. On the"Delivery & Billing" page, please select Delivery Option "Collect from Store". You should allow a minimum of 3 working days from receipt of your order confirmation and prescription receipt email (if applicable) for us to process your order. We will email or text you to let you know your order is ready for collection.  Orders can be collected during our opening hours:

Monday to Friday 0830 – 1800

See our Contact Us page for directions.

If you are ordering both prescription items and non-prescription items, we will wait until we have got the prescription before we send any of the order. The whole order will be sent together. If you wish to have items sent separately, you MUST place two separate orders (and so pay two delivery charges as we need to pay two delivery charges).


Although Royal Mail and Collect+ couriers are not officially able to offer this service, if you do give us 'leave instructions' (for larger parcels that may not fit through your letter box to be left in a suitable place if no-one is in) then we will make every effort to put them onto the package, but cannot ensure the instructions will be followed. This should be done in the "Comments on your order" box when checking out or explained to the person on the phone if you ring us. For example, you can ask to "leave items in car port" or "leave in porch" if you wish. Please note that this is at your own risk - if the package is lost or stolen after being left as instructed this will not be the responsibility of CWVC Limited (trading as Pet Vet Medical) or Royal Mail.
DELIVERY NOTES (including Loss, Damage and Insurance claims)
Items sent by Royal Mail will normally be delivered at the time of your usual post, unless the order is bulky. Items sent by Collect + are delivered by courier and can be between 7am and 7pm Monday to Saturday. We normally dispatch items in 1 business day of order completion and on receipt of prescription (if applicable). However, some orders may take up to 5 business to process depending on wholesaler supply and deliveries. Delivery for Second Class items normally takes 1 - 3 business days; First Class 1 - 2 business days and Collect+ courier 3 - 5 business days, however delivery can take longer than this and you should allow up to 10 business days if possible.

Where it is not possible to make the delivery, a card will be left stating what has happened and from where you can collect the item yourself. Royal Mail and Collect + are not able to make repeated attempts to deliver your item - it will have to be collected from your local depot if you are not there to receive it.

It should be noted that Royal Mail and Collect + will not deliver on Sundays or Bank Holidays. 
Loss: If a Royal Mail item is not delivered when you would expect it to be then please check with your local Post/Sorting Office or with neighbours or in your usual "safe places" at home. Most items not delivered are found at your local Post Office, even if a card was not left. If it has still not been delivered for 15 business days (3 weeks) from the date it was posted a claim can be made with the Royal Mail - this can take several weeks to process by them once the claim has been sent to them. We therefore keep Post Office proof of postage certificates for this reason. Please note that Royal Mail First and Second class services are only covered for £20 compensation for loss or damage (you can request another delivery service at check out if you want the full value of your item covered). If your order has not arrived when expected, and you would like the order re-sent, a new order must be reprocessed and paid for while the claim is being processed for the "lost" item. Once the claim has been processed and reimbursement has been made by Royal Mail, the balance will be refunded to the customer. If an order is returned to us as it has not been collected from your local Post/ Sorting Office, if you still require order, a minimum charge of £5.00 will be charged to re-send the order. If the order is no longer required, a minimum charge of £5.00 covering administration and postage and packaging will be deducted prior to refund. 

For Collect+ courier deliveries we will send you your tracking number by email. For deliveries not received after 5 business days, your parcel can be tracked on the Collect + tracking page. Please also check at your nearest Collect+ depot. Similarly, if an item is returned to the sender by Collect + as it has not been collected, then there is a minimum charge of £5.00 to resend. If the order is no longer required, a minimum charge of £5.00 covering administration and postage and packaging will be deducted prior to refund. 

Loss of orders containg prescription only medicines: In addition to information in the Loss section above, prescription only medicines can only be re-sent on the approval of your veterinary surgeon. We will make enquiries with your veterinary surgeon regarding this and the options available to you.  

Damage: If you receive your package with damaged items, please send us an email within 1 business day of receiving your order with the following details inorder for us to process an insurance claim through the carrier:

  • 1 or more photographs of the damaged item
  • date and time of delivery


Please also keep the entire package as received and damaged item. Royal Mail or Collect + may ask to inspect the item.

We can only replace items up to the maximum of your paid insurance amount. All the above requirements must be satisfied.


Once despatched, we accept returns of non prescription items ordered in error. Items must be returned to us within seven working days of receipt and be in saleable condition. Once the returned items have been received at Cat's Whiskers Veterinary Clinic premises and meet the above criteria for refund, we will offer a refund for goods (minus a £5.00 refund fee if applicable - see "Refunds" above), excluding postage & packaging costs. 

Please send parcels to:

Cat's Whiskers Veterinary Clinic
125 South Farm Road
BN14 7AX

Please include a copy of your invoice clearly stating your order number.

Returns of POMs (Prescription Only Medicines)

Please note that legally we cannot accept any returns of prescription only medicines for refund. They can be only be returned for disposal.