Orders, Payment, Delivery & Returns Policy

ORDERS, PAYMENT & RETURNS

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)
  

Please note: IF YOU PROCESS A CARD PAYMENT AT CHECKOUT FOR A PRESCRIPTION ONLY MEDICATION (POM-V) THAT YOU DO NOT HAVE AN ORIGINAL WRITTEN PRESCRIPTION FROM YOUR VETERINARY SURGEON FOR, WE RESERVE THE RIGHT TO DEDUCT £1.00 FROM THE AMOUNT YOU ASK US TO REFUND. THIS IS BECAUSE WE ARE CHARGED BY OUR CARD PROCESSOR FOR ANY TRANSACTIONS MADE (ORDERS OR REFUNDS). THIS ALSO APPLIES TO ANY ORDER FOR DELIVERY TO OTHER THAN UK MAINLAND NOT DISCUSSED WITH US PRIOR TO YOU ORDERING.
 
DELIVERY INFORMATION
 
We aim to dispatch your order within 1 working day of receiving payment if ordered by 6pm Monday to Friday or 1pm on Saturday (subject to stock availablity and receipt of written prescription, if required). If we cannot dispatch your order within 3 working days we will contact you by email. We use Royal Mail for our delivery service, although 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.

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

Prices quoted are for delivery to all parts of mainland UK.

Cat’s Whiskers Veterinary Clinic LLP (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 Cat’s Whiskers Veterinary Clinic LLP (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 can be collected from the practice premises during normal opening hours at no extra charge (see below).

 
COLLECTIONS FROM CAT’S WHISKERS VETERINARY CLINIC LLP
 
You can collect your order from Cat’s Whiskers Veterinary Clinic LLP at no additional charge. On the"Delivery & Billing" page, please select Delivery Option "Collect from Store". You should allow a minimum of 2 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
Saturdays 0900 – 1200

See our Contact Us page for directions.

MIXED ITEM ORDERS
 
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).

REQUESTING “LEAVE” INSTRUCTIONS

Although Royal Mail 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 Cat’s Whiskers Veterinary Clinic LLP (trading as Pet Vet Medical) or Royal Mail.
 
 
DELIVERY NOTES
 
Items sent by Royal Mail will normally be delivered at the time of your usual post, unless the order is bulky. We normally dispatch items within 1 working day of order completion and on receipt of prescription (if applicable). Delivery normally takes 1 - 3 working days, however delivery can take longer than this and you should allow up to 10 working 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 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.
 
If a Royal Mail item is not delivered when you would expect it to be then please check with your local Post Office. If it has still not been delivered for 15 working days (3 weeks) from the date is was collected from us then we will resend the item provided that you have checked with you local Post Office/Sorting Office that it is not there. Most items not delivered are found at your local Post Office, even if a card was not left. If we re-send the item and you haven't checked you local Post Office and the original is later returned to us by Royal Mail, you will be charged the "resend" fee of a minimum of £2.50. Similarly, if an item is returned to the sender by Royal Mail as it has not been collected, then there is a minimum charge of £2.50 to resend.
 
It should be noted that Royal Mail will not delivery on Sundays or Bank Holidays. 


RETURNS POLICY
  
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 LLP premises and meet the above criteria for refund, we will offer a refund for goods, excluding postage & packaging and a £1 card refund fee.

Please send parcels to:

INTERNET RETURNS (PET VET MEDICAL)
Cat's Whiskers Veterinary Clinic LLP
125 South Farm Road
Worthing
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.