DEFINITION

In these Conditions: “The Company” means Mahr Impex UK Ltd

“The Customer” means the person partnership company or other body with whom the Company contracts

“Goods” means goods to be supplied by the Company pursuant to the Contract

UK mainland orders may use the option of next working day delivery. This does not therefore include Saturdays or Bank Holidays. This applies only to orders received before 5pm, after this time we cannot make any guarantees for next day delivery, and your order may be delayed by one day. If Next Day delivery is critical, please call us to ensure we have received your order and we may be able to make alternative arrangements. Where the customer has taken advantage of a free delivery offer, the mode of delivery will be at our discretion. Therefore, if next day delivery is required, please contact us. If a customer has ordered under a free UK delivery option and is overseas, The Vet Store shall hold the order until such time as additional carriage costs have been covered.

IMPORTANT NOTE:

The customer is responsible for completing full order details; Name, Billing Address – as it appears on the card statement address, Delivery Address, email contact and associated telephone numbers to the fullest. This will ensure that all orders are processed in a timely manner. The details The Vet Store request are processed through a verification service and failure to provide complete and accurate details may cause a delay in processing and dispatching any order.

Whilst every reasonable effort shall be made to keep any delivery date, time of delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses incurred by the Customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.

Failure by the Customer to pay for any instalment or delivery when due shall entitle us to withhold further deliveries and the Customer shall be liable for any costs incurred by the Supplier relating to such Goods which the Supplier is then entitled to withhold.

Delivery of the Goods shall be made to the Customer’s address and the Customer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.

Goods left on request by means of Special Delivery Instructions are the responsibility of the customer and we will not be held liable for missing or stolen items.

PRODUCT DISCLAIMER:

The products/goods supplied are for use by qualified medical professionals and are supplied without any instructions. Medical professionals will be familiar with the products and their intended use. The Vet Store will not be held liable by any customer, whether a medical professional or not, for the incorrect use of the products supplied. If you are unsure on how to use any product supplied by The Vet Store, you must seek professional medical advice from a trained medical professional.

CUSTOMS:

If you are requesting delivery to a country outside of the UK, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Vet Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

DAMAGE CLAIMS:

As internal damage cannot always be identified at time of delivery, customers should sign the drivers manifest as “unchecked”. If damage is in evidence on opening the package, The Vet Store (TVS) must be advised within 48 hours, with exact details. It is imperative that the original packaging is retained as this will be required for TVS to make  a claim against the carrier. Arrangements will be made to collect the damaged goods and replacements sent. TVS cannot accept any claims outside the above time scale.

QUANTITY DELIVERED:

Every endeavour will be made to deliver the quantities as ordered but cannot be guaranteed. Any short deliveries must be reported with 24 hours of receipt of goods.

INCORRECT GOODS:

It is the Customers responsibility to notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received i.e. we may require the manufacturers part codes and a full description of what has been received. Should there be any extenuating circumstances that has prohibited the Customer to remain within the specified time frame, resolution will be by mutual decision.

NON-DELIVERIES:

TVS will not accept liability for goods lost in transit unless we are notified within 5 days from the expected delivery date.

TVS shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported time scales. Except when extenuating circumstances have prevented notification within the reported timescale. The extenuating circumstances must be by mutual agreement.

IF YOU RECEIVE AN INCORRECT ITEM:

If you suspect that the item you received is not what you have ordered please contact our customer services team by email or telephone. Please quote your order number, your name and address, details of the product and the reason for return and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

If you are not completely satisfied with your purchase we are happy to exchange or give a full refund within 14 days of receipt of goods. Please return the items to us in their original condition  We will inspect the items and will issue a refund or process an exchange on the day of receipt of goods. We are not responsible for postage costs of returning an item unless the wrong item was sent.

We strongly recommend for security when sending items back you use a ‘signed for’ delivery service, such as Royal Mail Recorded or Special Delivery and ensure the package is adequately insured. We are not liable for any packages lost in the post and do not accept responsibility for any items until a member of our staff has signed for the package.

PRICING AND PAYMENT:

All prices quoted on this website are correct at time of going to print and are subject to VAT. Although every effort will be made to advise of price increases, TVS reserves the right to amend prices without prior notice. Prices charged will be those current at time of despatch unless otherwise agreed. Non account holders must pay ProForma or by debit card or credit card prior to any goods being despatched. Account holders are to make payment on account within 30 days of the date on the invoice. TVS has the right to withdraw credit facilities should any customer fail to adhere to the payment terms.

DELIVERY / CARRIAGE CHARGES:

ACCOUNT CUSTOMERS (Veterinary Practices & Hospitals Only)

Account customers will receive free next working day delivery on all UK Mainland orders over £75 (ex. VAT). An order under £75 will incur a handling charge of £6.50 (ex. VAT). Charges for international or remote locations (for example, Scottish Highlands and Islands) will always be incurred and the final amount will be determined upon receipt of order. Orders will be delivered by our nominated carrier to the address given on the order. Orders received by 5 p.m. are processed the same day for delivery the next working day.

PRIVATE CUSTOMERS

Private non-account customers will pay a minimum of £6.50 (ex. VAT) for packaging & carriage irrespective of the amount spent. Additional charges will apply for heavier and bulkier orders. All non-account customer orders will arrive between 3-5 working days.

DELAYS

Whilst every endeavour is made to ensure delivery within the above timescales, no guarantee can be given due circumstances beyond TVS  control and no liability will be accepted for any loss or damage occasioned by delay however caused.

SHORTAGES

In the event of short delivery or damage, TVS must be notified within 48 hours. Non receipt of goods invoiced must be brought to the attention of TVS, in writing, within 7 days of the date of the invoice. TVS cannot accept responsibility for delivery problems resulting from incorrect information supplied by the customer.

OVERSEAS CUSTOMERS

EU: £45 or £55 carriage per 20kg will be levied regardless of amount spent dependent on which country the order is being delivered.

REST OF THE WORLD: £80 carriage per 20kg will be levied regardless of amount spent.

RETURNS POLICY:

The Buyer cannot cancel orders accepted by the Seller and Goods correctly supplied are not returnable except with the Seller’s prior written agreement. Goods so returned must be consigned carriage paid and may be subject to a charge of 20% of the invoiced price.

PRICE PROMISE:

1. We’ll match our competitor’s catalogue or website UK price.

2. The competitor’s product must be brand new, identical to ours, and offered on the same terms.

3. We and the competitor must have stock ready for delivery.

4. We must be able to verify the competitor’s price and stock position.

5. We will match the price of a product; not delivery charges or other services.

6. Cannot be used with any other offer.

7. TVS will require a website link, catalogue page or an official invoice showing the competitors low price.

8. TVS reserves the right to withdraw this offer at any point.

LIFE TIME GUARANTEE: (Instruments Only)

We provide a lifetime guarantee on our surgical instruments against material and manufacturing defects. If you’re unfortunate enough to have one break during normal use, please contact us and it will be replaced free of charge. Normal wear and tear isn’t covered, along with damages, for example if an instrument is dropped.