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Terms & Conditions

In accordance with V.M.D. recommendations please ensure if you order wormers or Frontline from us that you complete our wormer declaration form after selecting the product you require, without submission the order cannot be fulfilled. By agreeing to these terms and conditions you have informed us that you are the owner or carer of the animal you are purchasing wormers or Frontline for, and that they are not for resale.

Many thanks.

Contract

Acceptance by Nutrecare Ltd, of Unit 9b Churchfields Business Park, Clensmore St, Kidderminster, Worcestershire, DY10 2JY(hereinafter called the ‘Company’), of any orders placed by the customer (hereinafter called the ‘Customer’), shall constitute a contract between the Company and the Customer upon subject to following Terms and Conditions to the exclusion to the extent permitted by law of all other warranties and conditions expressed or implied by law or otherwise. The Company shall be deemed to have accepted an order upon delivery of the goods in acceptance of the order. The customer shall be deemed to have accepted the terms and conditions of the company by placing the order.

Nutrecare reserve the right to take whatever steps we consider appropriate to verify the authenticity and suitability of all orders for medical products. Nutrecare also reserve the right not to supply any product ordered if in our opinion it is not appropriate in any way. In such case we will refund in full any payment made to us. Nutrecare reserves the right to refuse any order as when it deems necessary, and will refund in full any payment made to us. We may or may not explain our reasons.

Method of Payment

Payment for Goods ordered should be made by debit or credit card, we also accept payment through PayPal. You will receive confirmation that the transaction has been authorised and that your account has been debited. You will also receive a reference number with this confirmation which will be required for any correspondence.

Prices shown will be inclusive of VAT. Delivery costs may be payable in addition. Every effort is made to ensure the accuracy of the description and price of the goods, however prices may be subject to alteration without notice. The Company reserves the right to cancel orders resulting from typographical errors in respect of the description or price of Goods ordered.

What cards do you accept?
We accept Visa, Mastercard, Access, Solo and Switch.

Must I pay by credit card?
No. You can also pay by cheque, be aware that no Goods will be dispatched until funds are cleared. Please make cheques payable to Nutrecare Ltd or alternatively call us on 01562 825978 and we would be happy to take your payment.

Can I place an order by telephone?
Simply make a note of the items you would like to order and call us at 01562 825978.

Returns Policy 

At Nutrecare we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy.

In accordance with the Consumer Protection (Distance Selling) Regulations 2000 you are entitled to:

•Return a product up to 7 working days from date of delivery for a full refund or exchange, including the cost of outbound postage:

What happens if I want to return something for a refund?

If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us. We will issue a full refund. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.

What happens if I want to cancel/return my entire order?

If your order has not yet been processed by us you may cancel your order in full, however should your item have been dispatched by us then you will have to follow our returns procedure.

Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £6.95 per parcel.

Should you wish for us to collect the goods Nutrecare reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £6.95 per parcel.

Should you wish for us to re-send your parcel it will be done at the published tariff depending upon your chosen delivery service.

You will be responsible for the cost of returning the item however a full refund will be provided for the goods and postage paid when ordered.
If you cancel, you must notify us in writing of your intention to cancel the order and you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return goods, so for your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection, this will result in us being unable to refund all of the money you have paid. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

Return Address; to return an item, please enclose a letter outlining the reason for the return along with your order number. Please wrap the package securely and send the item(s) to be returned back to us at the address below within 7 days from the date of delivery. We will refund your money, including the original postage charges paid, within 30 days. You do not have to give any reason for cancellation.
However, a brief explanation will help us to improve the service we offer to customers in the future.

Nutrecare Ltd
Unit 9b Churchfields Business Park
Clensmore Street
Kidderminster
Worc’s
DY10 2JY

•We are unable to accept part used returns of food, damaged products (unless delivered damaged) or veterinary medicines.

You cannot return items which you have started to use. For all items returned after the 7 day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.)

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

What happens if I receive Damaged Goods?

If any item(s) of your order are damaged, customers are to inform Nutrecare within 24hrs and the packaging must be retained until further notice.

Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our courier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions

•You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or not the item ordered.

What happens if I want to exchange a product?

If upon receiving your order, you are dissatisfied for any reason whatsoever, please contact our customer services department explaining the reason for the return and your request for the new product you would like exchanged. Your card will be charged/refunded any difference in cost plus £4.99 for postage and packing of your replacement.  Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you. You will be responsible for the cost of returning the item and our postage and packing charge of £4.99 of your replacement.

If you a returning heavy items that were delivered by courier Nutrecare will arrange a ‘Swap it’ that will collect the unwanted goods and deliver and exchange new goods at the same time for the charge of £9.95

I have had the product for less than 7 days?

Should your item develop an inherent fault within 7 days then please in the first instance refer to the manufacturer's warranty where applicable, or you may wish to contact our customer service department and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 7 days from the date your goods were delivered.

Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions

I have had the product for more than 7 days?

If you have had the product for more than 7 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.

We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair.

Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.

You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.

What happens if I receive Damaged Goods or an Incorrect Item?

If any item(s) of your order are damaged or not the item ordered, customers are to inform Nutrecare within 24hrs and the packaging must be retained until further notice.

Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our courier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.

You will not be responsible for the cost of the return of the item or the cost of replacing the goods.

What happens if my product develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;

What happens if something is missing from my order?

From time to time items may have been excluded from your delivery as we have either had to follow the item on at a later date or refund you for the value of the item due to a stock problem. We will contact you prior to shipping your order if this is the case. If there is a missing item you must notify us within 7 days of receiving the order for any action to be taken.

Liability  

The Company accepts no liability for loss and/or damage to property or purely economic loss resulting from use of products sold on this site. The Company shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever. This does not affect your statutory rights where these may differ. As with all provisions in this document they are set out in accordance with the law of the United Kingdom and the Republic of Ireland.

Our Guarantee

We believe that our products are of the highest standard possible, and we endeavour to provide the best possible service to you.

If you are not satisfied with your Goods for any reason, you should notify The Company either over the telephone or by e-mail within 10 days of receiving the goods. Call our Customer Service Help line on 01562 825978 or Europe +44 1562 825978 for assistance with your return, alternatively use our e-mail facility.

When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage for the return parcel. We strongly recommend you send it recorded post. If you are returning an item as a result of a mistake by The Company, we will pay for the cost of postage for the return parcel.

All returns must be sent to:

Nutrecare Ltd
Unit 9b Churchfields Business Park
Clensmore Street
Kidderminster
Worc’s
DY10 2JY

Complaints

We take your complaints very seriously indeed. If you are unhappy with our service in any way, we would like to know. We endeavour to respond to all complaints within three working days.

Please contact our Customer Services Department by clicking here or call our  number below.

If you have a complaint regarding a pharmaceutical service (prescriptions, medicines) please contact our pharmacist at tettenhallwoodpharmacy@npanet.co.uk

Your complaint will be acknowledged within 2 business days and we will keep you regularly updated until the complaint reaches a mutually satisfactory conclusion.

Our terms and conditions do not affect your statutory rights as a consumer' as required by the Which Web Traders Code of Practice.

Contact Times

Our business hours are between 9.15am and 5.45pm Monday to Friday. Any emails or answer phone messages received outside these times will be dealt with at the earliest possible time.

UK: 01562 825978 or Europe +441562 825978
Email: support@nutrecare.co.uk

Technical FAQ

What if I have problems navigating the site?

If you are having technical difficulties or would like help browsing, email us or phone on the number below.

What if I need help deciding what to buy?

Contact us! We are very knowledgeable about our products and happy to answer any questions. We however are not veterinarians and therefore cannot diagnose any ailments and or any prescription only medicines.

If I have any other queries?

Please contact us on 01562 825978 or by email.

How do I find out more about your privacy and security policy?

View our privacy statement and visit our payment gateway for security information.

Disclaimer

Nutrecare are an authorised retailer of companion products.  We have no claims to be a professional veterinarian and therefore cannot diagnose any aliments related to your companions health.

Nutrecare cannot be held responsible for damages arising from mis-use of any product not specified by the manufacturer.

The information in this website is for educational purposes only and is intended to be a supplement to, and not a substitute for, the expertise and professional judgement of your veterinarian. The information is NOT to be used for diagnosis or treatment of your animal. You should always consult your own veterinarian for specific advice concerning the treatment of your animal.

The information is not intended to cover all possible uses, directions, precautions, warnings, allergic reactions, drug interactions or adverse effects, nor should it be construed to indicate that use of a particular drug is safe, appropriate or effective for your animal. It is not a substitute for a veterinary examination, and it does not replace the need for services provided by your veterinarian.

Sale of Animal Medicines & Cancellation

Our pharmacist reserves the right to refuse any purchase if they are not satisfied regarding its authenticity or appropriateness.

Certain medicines may also require special storage conditions. If this applies to any items you have ordered, we may not be able to accept cancellation as detailed in the Consumer Protection [Distance Selling] Regulations 2000. If you are unsure of which items you require, please contact our pharmacist for clarification before placing the order so we can help you avoid any problems.

Where we are unable to deliver non-prescription and prescription only medicine to you within 30 days from the day after you sent your order to us, we will advise you by email and provide a revised date for delivery.

If you are unhappy with the revised date of delivery you may cancel the order and receive a refund for any sum that has been paid by you for the goods within 30 days of cancellation.

You have the right to cancel the order at any time before the expiry of a period of 7 business days beginning with the day after the day on which you receive the Goods. You may not cancel Goods supplied to you which have been made to your specification, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. You may cancel by giving notice in writing to our business address, sending a fax, e-mail or telephone call.

Once The Company has received notice of your cancellation, we will refund any sum that has been paid for the Goods within 30 days of cancellation less delivery  and collection costs.

If you cancel the order after delivery of the Goods to you, you are under a duty to return the Goods to us at our business address at your own expense. Until you have returned the Goods to us you are under a duty to retain possession of the Goods and take reasonable care of them. If you fail to return the Goods we may charge you the direct costs of recovering the Goods. The direct cost may be deducted from any sum that has been paid by you for the Goods if you do not return the Goods within a reasonable time of cancellation.

Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an Official Recall.

The Company requires that all Goods returned are securely packed and suitably boxed. The Company recommends that the original packaging be used. You are responsible for ensuring that Goods are properly addressed and sufficient postage is paid. The Company reserves the right to refuse the return of the Goods where they have been used or are not of saleable quality or where you have failed to follow the oral or written instructions as to storage, use or maintenance of the Goods. You will be responsible for any damage caused to the Goods in transit, to the extent that such damage has been caused by your negligence or failure to ensure the return of the Goods in a manner and within a time period suitable to the nature of the Goods.

The use of voucher code and redeemable discounts is only applicable to pre agreed companies that have pre-arranged authorisation with Nutrecare.

WEEE Regulations:

 

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

•Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

•Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Nutrecare is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new Anti Bark Collar from us we would accept their old Anti Bark Collar and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

Nutrecare Limited. Registered in England and Wales. Registration No 7161100
Registered Office: Unit 9b Churchfields Business Park, Clensmore Street, Kidderminster, Worcestershire, DY10 2JY

 

 

 

 

 

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