Terms & Conditions

Terms and Conditions 

Thank you for your interest in Vets4u, the trading name of; Vets4u Ltd registered in England and Wales under company number 13512818, registered office address: 13 Pomeroy Drive, Oadby, Leicester, LE2 5NE. Our VAT number is 387679225. 

Please read the following terms and conditions carefully. By accessing and using this website and/or placing an order with Vets4u you are agreeing to be bound to the terms & conditions as stated below.  Vets4u reserves the right to modify these terms and add new terms with immediate effect. 

All of our activities are registered with the Royal College of Veterinary Surgeons and licensed by the Veterinary Medicines Directorate under the Veterinary Medicines Regulations (2013).

Please find our Refunds/Returns Policy Here.

By purchasing from us you are acknowledging and accepting the Refunds and Returns Policy.

Please find our Shipping and Delivery Information Here.

Our Consumer Data Privacy Policy is below and is compliant to GDPR Regulations.

Our Cookies Policy will be activated at launched, please find it on our Privacy Policy Here.

You must be over eighteen years of age to use the website or Digitail Application and to make payments online. You confirm that all information provided by you during the order process is true and complete to the best of your knowledge. 

If we need to contact you, we will do so using the Chat function through our app as our primary method, or additionally the email or postal address you provided when you registered. In certain circumstances where we need to contact you urgently, we may use the phone number you provided. We may also need to contact your registered vet to check on aspects of a prescription, by submitting a prescription, you give us permission to do so. 



Vets4u will always endeavour to make the website and Digitail Application accessible and functional at all times but from time to time there will be planned maintenance and very occasionally there may be circumstances beyond our control that mean the site or Digitail Application cannot be accessed. 

Vets4u reserves the right to terminate accounts, withdraw permission to access the website, remove or edit content and cancel orders at our discretion, at any time. 



When you create an account with Vets4u, you become responsible for keeping your account secure, not allowing anyone else to use your account unless you have authorised them to do so and subsequently any activity which is carried out under your account. Vets4u will not be liable for any activity that results from your failure to keep your account secure. 


Accuracy of information 

Vets4u makes every effort to provide accurate information which is updated regularly regarding all products held on its website, Digitail Application, or other platforms. This includes, but is not limited to descriptions of items, pricing, recommendations for use and all other matters on its websites, Digitail Application, or other platforms. Where permitted by law, disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else. 

Vets4u may provide information and advice through several means, including but not limited to, its Digitail Application, website, email, during phone calls or on consultations. We will try to ensure this is accurate and appropriate. Information supplied on the website, by email or by phone, in some cases may be provided by a qualified veterinary professional. where this is the case clients will be made aware. It is not intended to replace the advice of your veterinary practice who are able to physically examine your pet .  

Vets4u will not be liable for any loss or damage which results from the use of the website, Digitail Application, or the information they contain.  

Product images are provided for illustration purposes only and the packaging on the product received may differ to that shown in the images. 

Vets4u website or Digitail Application may contain links or references to or from other websites and other sources of information. Vets4u has no control over them and as such accepts no responsibility or liability for their content. The links are not an endorsement. 


Placement and acceptance of orders 

Orders can be placed via our Digitail Application or at www.vets4u.uk. To alter any order once placed, please message through the Digitail Application chat function, email mail@vets4u.uk or call 0116 218 4244 and we will do our best to accommodate your request. Orders cannot be changed once they have been dispatched. 

Up until the point of dispatch for an order, we reserve the right to reject an order request, or cancel an order, in part or in full, for any reason at our discretion. Please note we only accept orders and prescriptions for UK customers only – we cannot ship veterinary medications overseas unless to a BFPO address.  

For any prescription medication ordered, you will only be able to order up to and including the exact amount specified by your vet on the prescription itself. If you have paid for more medication than your prescription allows, you will be refunded.  

We will do what we can to provide medications with an appropriate expiry date for example no less than 6 months for products which will be used on a long-term basis. It is important to note however, when medications are supplied to us, we have no control on the expiry dates and as such cannot guarantee the expiry date on any product. It is your responsibility to check expiry date requirements with us before purchasing for any product. 


Issues with Prescriptions 

If it is found that you have submitted a fraudulent prescription or altered a prescription without the express permission of the prescriber, you will no longer be allowed to purchase any medications through Vets4u and will be reported to the Veterinary Medicines Directorate (VMD). Submitting a fraudulent prescription or altering a prescription is an offence.   



Credit and debit card transactions are carried out on a secure payment service provider called Zion Pay (TRUST Payments). Our site and Merchant are PCI DDS (Payment Card Industry Data Security Standard) PCI compliant. 

If you place an order by telephone, your payment details will be entered on Zion Pay,s secure payment gateway. Our calls are not recorded, and your card details will not be written down. Payments made during a video consultation will be made by the same means. Video consultations are not recorded. 

Orders that require a written prescription will not be fulfilled until the prescription has been received and checked by our qualified veterinary surgeons. We may need to do further checks by calling either yourself or the veterinary surgeon who wrote the prescription. Prescriptions should be uploaded via the Digitail Application or at checkout following website purchases to email: mail@vets4u.uk, and these orders cannot be processed without it. In the case of Controlled Drug prescription's we will not begin processing the prescription until we have received the original via post.  If you have any issues when uploading a prescription, please either use the chat function on Digitail Application, email mail@vets4u.uk or call 0116 218 4244.   

Vets4u may have deals, discounts, or special offers on from time to time. When these do occur, we reserve the right to withdraw them at any time, for any reason, without prior notification 


Returns and Refunds 

In accordance with The Consumer Contracts Regulations 2013, you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us.  You are responsible for the cost of returning the item to us and taking reasonable care that it arrives back with us safely. If the product arrives back with us used or damaged, then we may not be able to refund the total amount. We therefore recommend products are sent back to us by recorded delivery as we accept no responsibility for lost items. We must be notified of your intention to cancel the order and you must return the item to us within 14 days. The money will then be refunded to you within 7 days of receipt of the returned item.  

There are a few types of items that cannot be returned. These include: 

  • Perishable food 

  • Medication 

  • Items that have been opened and/or used (unless found to be faulty) such as collars/leads and beds 

  • For damaged and faulty items, you have 30 days to arrange a return/refund. 

Please provide supporting evidence including photos, if relevant, to explain the reason for your return. We may not be able to refund the total amount for the product depending on the circumstances. 

Any damage on a product when it arrives should be reported to our team within 7 days of receipt. We advise you take photographs of the damage as we may need to see these before processing any claim. If your order arrives damaged, please contact our Customer Service team who will arrange a replacement or refund. 



Orders will be processed and dispatched as soon as possible. We will try to deliver items in as few parcels as possible. Heavy and light products will always be dispatched separately if damage if product may be caused. If items are not available for an extended period, we will contact you to discuss your options. We have processes in place to ensure the accurate delivery of medications however, the responsibility is on the purchaser to ensure that all products are correct before using them. 

Our aim is to get orders dispatched within 1-3 days of receiving payment subject to assessment of any prescription required and subject to availability and delivery.  

Rarely, a product may get lost in transit. Orders sent by Royal Mail can be processed as a missing item once they have not arrived 18 working days after the date the item was due to be delivered. Before this time, you may wish to contact your local Post Office or Royal Mail sorting office, check with neighbours to see if it has been taken in by them and look for a card left to say a parcel delivery was attempted. You can contact our customer support team on 0116 218 4244 who will be able to support you. 

When a product has been dispatched with our courier, please contact the customer service team as soon as the delivery is delayed. 

Vets4u takes no responsibility for missing items if they have been delivered to an incorrect address. The purchaser is responsible for entering and checking the correct address for delivery of any order. 

Delivery to some addresses may carry a higher delivery charge. Other conditions apply regarding deliveries, please read the delivery terms and conditions policy for more detail.  

Please visit the individual carrier’s site for their own terms and conditions. By selecting one of their services, you have accepted and agree to be bound by their terms and conditions of carriage. 


Use of Goods Purchased 

When you purchase a product from Vets4u, before using it you guarantee that you will: 

Check that the goods you received are correct. 

Read all information supplied through our Digitail Application, on our website, or supplied via other means including the Summary of Product Characteristics (SPC) on the Veterinary Medicines Directorate website, and any information supplied with the order regarding the correct use of the product. 

Ensure that you understand product information and are competent and able to use the products safely. 

Please follow advice given to you by your vet regarding administration which may, in some cases, differ to that which is shown on the SPC. Your vet will point out if this is the case before prescribing the product. 

Please contact us if you are unsure about anything relating to any of the products we stock. As our clinical team of fully qualified veterinary professionals can provide advice on many product related topics such as how to administer a medication, why a particular medicine may have been chosen by your vet. 



Vets4u has the privacy of customer data at the forefront of everything it does and takes this matter very seriously. We are GDPR compliant and receive regular training on our responsibilities of handling sensitive data.   


Intellectual Property 

All rights, including copyright, in the content of these web pages are owned or controlled by Vets4u. You may not copy, share, download, store (in any medium), transmit, show in public or adapt any content found on these web pages without the prior written consent of Vets4u. 


Feedback and complaints 

At Vets4u we welcome queries, comments, and complaints as an opportunity to learn and improve our services. You can provide your feedback by either messaging the team through the Digitail App, or in writing to mail@vets4u.uk or write to us at Vets4u, 13 Pomeroy Drive, Leicester, LE2 5NE.  

If you have a complaint about the quality of a veterinary medicine please contact us in the first instance. However, if you feel that we haven’t resolved your complaint satisfactorily, you can contact the VMD; postmaster@vmd.gov.uk

Please note that the VMD will only consider complaints about veterinary medicines, not about service, delivery or cost and not about non-medicinal products.

For all these matters contact Vets4u by the above listed methods. We use Google to monitor reviews and continually improve our service. Vets4u believe constructive feedback is an important part of reviewing the service we provide and the products we offer. Vets4u reserves the right to adapt, edit or delete reviews where the information is inaccurate. 

Important terms 

Vets4u are not liable for and cannot be held responsible for any losses or claims that may arise directly or indirectly from the use of this website, our Digitail Application and any other associated media. 

If there is a delay or failure to comply with our obligations under these conditions and that delay arises from factors outside our control, we will not be held responsible for that delay or failure. Events outside our control include but are not limited to: 

  • Industrial action 

  • Civil unrest 

  • Natural disaster 

  • Pandemic or epidemic 

All contracts are deemed to be made in England and governed by English law.  

These terms were created on the 12th January 2022 and will be reviewed at regular intervals. 


RCVS regulation 

Vets4u is a registered Veterinary Practice Premises (VPP) with the Royal College of Veterinary Surgeons. Our VPP number is 7434473. To discuss anything relating to our registration, our details can be found on their website  https://www.rcvs.org.uk/home/