If you sign up for a regular delivery we will do our best to ensure that you receive your order on the date selected. On occasion this may not be possible due to bank holidays, weekends and stock availability. If you have any queries regarding your regular delivery, please contact Customer Services. You can edit or cancel your order from your customer account at any time.

The terms and conditions for Royal Mail, DPD, DX and UPS can be found at the following links:

Royal Mail Terms & Conditions of Carriage

DPD Terms & Conditions of Carriage

DX Terms & Conditions of Carriage

UPS Terms & Conditions of Carriage

By selecting one of the delivery services above you will be deemed to have accepted these terms and conditions of carriage.

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) 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. This applies even if you change your mind and no longer want an item.

Orders will be processed and dispatched as soon as possible. All orders and payments will be screened for evidence of fraudulent activity. In some instances, this may cause a delay in the dispatch of your order. Orders will be dispatched once all of the items ordered are available. If there is a delay on a specific item, you may be contacted to establish whether you would prefer to split the order or wait for a single delivery. We endeavour to supply orders accurately, however the responsibility remains with the purchaser and user of all products to verify that the product is correct prior to use.

If your order arrives damaged please contact our Customer Service team who will arrange a replacement or refund as preferred. Damages should be notified to us within 30 days of receipt. We may ask you for photographs of any damages prior to processing a claim. When you place an order, you may be asked for delivery instructions including a ‘leave safe’ preference. Our couriers will follow these instructions wherever possible.

Payment will be taken at the time of requesting the order (not at the point of dispatch). All items are offered for sale subject to availability. We aim to dispatch all orders within 3 days of receiving payment and (if required) receipt of a valid prescription.

Lost in transit – if an order has not arrived and was dispatched with Royal Mail, please wait 10 working days from the date the item was due to be delivered before contacting our support team. We will then be able to process this as a missing item. For International orders with Royal Mail Air Mail, we need to allow 20 working days from the due date of delivery.

If an order is dispatched with a courier it will be fully tracked and you should contact Customer Service as soon as you believe it may have gone missing in transit.

For all orders, regardless of delivery method, you must report missing items to us within 35 days of the date of dispatch.

Incorrect Address – you are responsible for entering your full postal address correctly, and selecting it on each order. VioVet takes no responsibility for missing items that have been sent to an incorrect, old or inaccurate address.

If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control). Delivery to some addresses may carry a higher delivery charge for certain items. This will be displayed prior to making payment. Other conditions do apply regarding deliveries. By agreeing to these terms and conditions, you are also agreeing to what is stated on our delivery information page.

The terms and conditions for Royal Mail, DPD, DX and UPS can be found at the following links:

Royal Mail Terms & Conditions of Carriage

DPD Terms & Conditions of Carriage

DX Terms & Conditions of Carriage

UPS Terms & Conditions of Carriage

By selecting one of the delivery services above you will be deemed to have accepted these terms and conditions of carriage.

Regular Deliveries
If you sign up for a regular delivery we will do our best to ensure that you receive your order on the date selected. On occasion this may not be possible due to bank holidays, weekends and stock availability. If you have any queries regarding your regular delivery, please contact Customer Services. You can edit or cancel your order from your customer account at any time.

Payments for regular delivery orders will be taken when we prepare the order for dispatch. If for any reason the payment fails, we will contact you for alternative payment details prior to dispatch. If you are ordering medication which requires a prescription from your vet, you will need to make sure we have this at least 4 working days before your due delivery date or there may be delays in shipping your order to you. Prices charged for products will be the same as those charged on our website at that time, therefore regular deliveries will benefit from any promotional activity in place at the time.