Terms of service

(Please also see our Privacy Policy and Shipping Information pages)

General terms of use of the website

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Meadow’s Animal Healthcare’s relationship with you in relation to this website.

The term ‘Meadow’s Animal Healthcare’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Registered Office: 2-3 Rectory Place, Loughborough, LE11 1UW. Our company registration number is 4604061. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• You may not create a link to this website from another website or document without Meadow’s Animal Healthcare’s prior written consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

General sales policy

All prices listed are in UK Sterling, are per item (except where stated), and exclude any delivery charges. They include VAT where applicable.

All sales require payment at the time of ordering. No orders will be dispatched until full payment is received.

Whilst every effort is made to ensure the accuracy of the information on our site, we reserve the right to cancel your order if:

• We do not have the necessary stock to complete your order
• We are unable to deliver to your chosen address, or an error has been made which means that delivery to your chosen address is not possible using the service chosen, or delivery to your address is not possible for the price quoted
• An error has been made in the listing of an item - this may include, but is not limited to, an incorrect price, or incorrect description of the item

In these instances we will notify you by email as soon as possible - and certainly within three working days of receipt of your order. Any monies taken will be refunded to your method of payment within 30 days of your order, however we will not be obliged to offer any additional compensation for any consequential loss, inconvenience or disappointment.

We also reserve the right to cancel your order if we consider you to be an unreasonable person to deal with.

Subscriptions

Subscriptions are available to customers wishing to receive orders on a periodic basis.

Subscriptions can be altered or cancelled, and deliveries can be skipped, as chosen by the customer, who can manage their preferences through their account on this shop.

Subscription orders will only be dispatched once full payment is received for that billing period.

We reserve the right to cancel a subscription at any time for any reason, and without notice.

Subscriptions will continue at the quoted price until cancelled by us or the customer. If/when there is a change to price of the items included in the subscription, or to any delivery charges, you will be notified and ask whether you wish for the subscription to continue at a new quoted price, or cancelled. If no response is received up to three days prior to the next billing date then the subscription will be cancelled. The price of the items in your subscription can change at any time, though you will not be charged more than that quoted price without your consent.

Our standard cancellation and returns policy applies for all items received through the subscription service.

Items delivered through the subscription service will have a date of no less than four months from the date of dispatch.  

Cancellation & returns

Cancellation rights

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.

Should you wish to cancel your order for a one-off purchase, please notify us by email to orders@meadowsah.com with a clear statement. Please do this as soon as possible, as it may be possible to stop the dispatch of your order.

Gift cards are non-refundable.

Subscriptions can be cancelled at any time. It is also possible to skip an order. Subscriptions can be managed by the customer through their account, or alternatively please contact us at orders@meadowsah.com with details of how you want your subscription to be changed or cancelled.

If you have received the goods before you cancel your contract - whether for a one-off purchase, or as part of a subscription order - then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that the items are being returned to us, we will refund any sum debited by us from you back to the original method of payment within 14 calendar days. If payment was made using a gift card, then payment will be refunded via a gift card. If payment was made using mixed methods, and only a part refund is required, then a gift card will be used as the primary method of refund.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you.

Returns policy

If the item you have received is incorrect (different from the item ordered), or faulty/damaged then please notify us immediately by emailing orders@meadowsah.com. Do not open or use the item - doing so may mean that we are not able to issue a refund.

We may request that the item to be returned to us. If you are returning an item because of an error on our part, then where possible we will arrange for the item to be collected from you, but we may request that you return the item and we will refund to you the return delivery charges incurred, assuming the item is returned to us in a way which has been mutually agreed.

Where there is no error on our part we are still happy to fully refund the cost of all items if they are returned to us within 14 days of receipt assuming:

• The items are unopened/unused.
• The items are returned to us in a condition in which they could be resold.
• The items had not previously been altered by us specifically for your use or by your request.
• You have first contacted us to inform us that you would be returning the goods to us. We may give a reference number and this should be quoted on all correspondence with us.

We reserve the right to refuse goods received outside this 14 day period and if not in the original packaging or as new.

Gift cards are non-refundable.

You should contact us by emailing orders@meadowsah.com to notify us of your wish to return the items to us prior to doing so.

Your statutory rights are not affected. On receipt of the returned goods we will either exchange them, credit your account or process a full refund minus any postage/delivery costs if applicable.

Please note that you the customer will be responsible for all incurred postage costs for returning items to us unless you are returning the items because of an error on our behalf as explained above. As we will not accept any responsibility for returned items that we do not receive, we would suggest you return them via a recorded service.

Refunds will be made back to the payment card used for the original payment. If payment was made using a gift card, then payment will be refunded via a gift card. If payment was made using mixed methods, and only a part refund is required, then a gift card will be used as the primary method of refund.

Lost, damaged or delayed items

We will not be held financially responsible for any loss due to a delay in the delivery of your order as this is undertaken by a third party whom we have chosen to deliver your goods.

If we establish that your goods are lost in transit prior to attempted delivery to you then we will either resend your order, or offer a full refund.

Once the courier has attempted delivery it will be your responsibility to arrange the subsequent redelivery of your parcel, and to seek any compensation from the courier if this matter cannot be resolved. We will, however, seek to assist you where possible and in some instances will be able to issue a compensation claim on your behalf. However, please be aware that all claims must be made to us within 14 days of the date of ordering, and may take a further 28 days to be resolved. A positive result in your favour, and financial recompense to you, is not guaranteed.

Should the goods arrive damaged owing to a courier fault we must insist that you contact us immediately and do not start to use the goods until we have established further course of action. We may request that you return the damaged goods to us as this will help with our claim for compensation as courier companies often need proof of damage. The cost of returning the damaged item/s to us will be refunded as part of the courier compensation claim.

If returning damaged goods to us please contact us to discuss the method by which we would like the items returned.

Returns address

Meadow’s Animal Healthcare
Unit 7 Windmill Road,
Loughborough
LE11 1RA

Data protection and privacy

We respect your personal information and undertake to comply with applicable UK Data Protection legislation from time to time in place.

You should be aware that:

• If we are requested by the police or any regulatory or government authority investigating suspected illegal activities, or upon receipt of a court order, to provide your Personal Information and/or information concerning your activities whilst using the Website we shall do so; and
• We reserve the right in our reasonable discretion to disclose details of your use of the Website in relation to any, or any threatened, Court Proceedings in connection with your use, or the use of anyone under your control, of the Website whether in connection with the matters set out in these Conditions or otherwise.

This Privacy Statement may be updated from time to time, so please ensure that you read it carefully each time you supply any data to us.

We're committed to keeping your customer data confidential and will process any information you give us in accordance with the Data Protection Act 1998.

We will only pass your address details to our shipper purely for the purpose of delivering your goods. The Data Protection Act 1998 states that personal data must be processed fairly and lawfully. This means you have the right to know how we intend to use your personal data. You can then decide whether you want to provide the information.

We only collect the data you provide to us on this web site when an order is placed. This includes your name, business name if appropriate, address, e-mail address, telephone number, fax number if disclosed, delivery address, and the nature of your enquiry.

In order to give you details relating to our service to you, or giving details of carefully selected products that we believe may interest you, we may e-mail you a regular newsletter, from which you can opt out at any time.

When orders are placed which we cannot fulfil we may pass on your contact details to our partners in other countries to assist you in the completion of your order - details of these companies are available on request.

Payments

All payments are processed securely either by Shopify Payments, or through third-party payment gateways (such as Paypal) which are clearly stated and the customer has the option to select the method of payment at the checkout. Whilst we may be able to assist with payment queries please be aware that we do not process payment and it may be necessary for you to contact your bank or card issuer to resolve any issues.

Dependent on the policy of your card issuer it may be that they remove any funds from your account prior to us authorising your transaction. Therefore even if we cancel your order without taking any payment this may appear as a debit and then a credit on your account - this is purely the actions of your card issuer and we have not receive any money from your account.

Please also note that refunds can take a few days to appear on your account.

Cookies

When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

• enabling a service to recognise your device so you don’t have to give the same information several times during one task
• recognising that you may already have given a username and password so you don’t need to do it for every web page requested
• measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast

You can manage these small files yourself and if you wish to disable cookies you can do so via your browser settings. The use of our website confirms that you are happy for us to use these cookies and/or that you will control the cookie settings on your own browser.

Our use of cookies

When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, your computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

• recognising that you may already have given a username and password so you don’t need to do it for every web page requested
• measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast
• analysing anonymised data to help us understand how people interact with govt services so we can make them better

First party cookies

These are our own cookies, controlled by us and used to provide information about usage of our site.

Third party cookies

These are cookies found in other companies’ internet tools which we are using to enhance our site, for example Facebook has their own cookies, which are controlled by them.

The use of our website confirms that you are happy for us to use these cookies and/or that you will control the cookie settings on your own browser.

Modified for this website on 23rd October 2023. General conditions updated 20th December 2022.