DELIVERY

Delivery by Hermes tracked delivery.
All deliveries will be tracked and will take up to 10 working days to arrive. The delivery days may be delayed due to covid restrictions.
All deliveries are aimed to be dispatched within 24 hours.

RETURNS

We believe that you will be thrilled with the products you purchase but understand that there may be an occasion where you feel it necessary to return an item. As part of our commitment to customer service, we aim to keep these instances to a minimum and the process as simple as possible. During the relevant period, stated below, if you change your mind or for any other reason decide you do not want to keep a product you can notify us of your decision to cancel the contract between us and receive a refund. Please note that this only applies to unopened and unused products. Advice about your legal rights to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office. Your legal right to cancel the contract between us starts from the date we send you a dispatch confirmation which is when the contract between us is formed. If the products have already been delivered to you, you have a period of fourteen (14) working days in which you may cancel, starting from the day after the day you receive the products. Working days means that Saturdays, Sundays and public holidays are not included in this period. If you choose to return the product we will refund you what you have paid for that product. We will process the refund due to you as soon as we receive that return. All you pay for is the return postage (preferably using Royal Mail Recorded Delivery) of the goods. In order to speak to us about a return please contact us by emailing arberthvet@enterprise.net to inform us that you wish to return the goods and we will be in touch to speak to you regarding your return. We will refund you on the credit card or debit card used by you to pay. FAULTY / INCORRECT GOODS: As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect those legal rights. If you receive an item from us which is faulty/broken or which you did not order, please contact us by emailing enquiries@libys248.sg-host.com to inform us within 30 days of purchase and we will arrange a refund including any applicable delivery charges or a replacement. In the event of you returning goods to us we will also pay you the reasonable cost of the return postage. Please contact us prior to returning the items and we will allocate you a returns code and we will advise you how to send or whether to send the items back to us. We ask that you send the items back to us via Royal Mail First Class (recorded) and include proof of postage from the Post Office so that we can refund you for your return postage costs. For help or advice with products after 30 days or purchase, please email us at enquiries@libys248.sg-host.com and we’ll do our best to help.
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IMPORTANT NOTICE 1st September 2023

Dear Valued Client,
There have been some recent changes in legislation, which are designed to reduce the impact of drug resistance in certain categories of drugs. These have impacted the way we prescribe medicines to your pet.

Specifically, medicines used to treat parasites, including all prescription flea and worm treatments, can only be dispensed by our team if your pet has been examined by their registered veterinarian within 12 months. Although this has always been our policy the vet now has to annotate the clinical notes (rather than rely on automatic systems) with the exact flea and worming product and duration needed for the following year. Please bear with us as this logistical change may take a little more time than usual.

The other major change is that courses of antibiotics cannot be dispensed, extended or changed without your animal being physically examined. 

We are in the process of updating our recording systems to facilitate this process.

If you require prescription parasite treatment for your pet and they have not been examined by one of our vets within 12 months, you will be required to arrange an appointment.

We anticipate this will not affect the vast majority of pets, as they do receive their annual vaccinations or are otherwise regular visitors, for various reasons. They will therefore have received the necessary checks to be eligible for parasite treatment, without the need for a parasite consultation.

Thank you for your understanding.
Arberth Vets