Terms of sale

1. Who we are

The Night Vet supplies veterinary medicines and pet products online, and provides after-hours video consultations, across Torbay, Teignbridge and Totnes. We are a registered internet retailer of veterinary medicines with the Veterinary Medicines Directorate (VMD). Our registration can be checked on the VMD register of authorised retailers.

You can reach us at sel@thenightvet.co.uk. Please use that address for anything to do with a medicine you have bought online.

2. What these terms apply to

Placing an order, sending us a prescription request, or submitting an assessment means you accept these terms as they stood at that moment. We record which version you agreed to, so later changes do not apply retrospectively to something you have already ordered.

3. Ordinary products and general-sale medicines

Food, accessories, supplements and medicines authorised for general sale can be bought straight from the shop. You add them to your basket, review the order, pay, and we deliver. The price you see includes VAT where it applies, and the total payable — including delivery — is shown before you are asked to pay.

4. Prescription-only medicines (POM-V and POM-VPS)

These cannot be bought from the basket. You send us a request with the written prescription from the vet who examined your animal, and a veterinary surgeon reviews it before anything is supplied. We may ask you for more information, and we may decline.

Submitting a request does not guarantee acceptance or supply, and you are not charged when you submit. Payment is only requested after the request has been approved.

Altering, forging or reusing a veterinary prescription is a criminal offence. We check every prescription with the practice that issued it, and we report suspected tampering to the Veterinary Medicines Directorate.

We supply only the quantity the prescription authorises. If you ask for more than the prescription allows, or the prescription has expired, we will decline the request and explain why.

5. Medicines supplied after an assessment (NFA-VPS)

These need a professional assessment rather than a prescription. You answer a short set of questions about your animal, and a Registered Qualified Person decides whether the medicine is appropriate. As above, submitting does not guarantee supply, and you are not charged until it has been approved.

If the answers suggest your animal should be seen rather than medicated, we will say so and recommend a consultation instead. That is a clinical judgement and we will not supply against it.

6. Accuracy of what you tell us

Everything a reviewer decides on comes from you: the prescription, your animal's details and your answers. You confirm when you submit that the information is accurate and that you are authorised to act for the animal concerned. Supplying a medicine on the strength of inaccurate information can harm an animal, so please take the questions seriously.

7. Prices, charges and payment

Prices are shown in pounds sterling and include VAT where it applies. Delivery is charged at the rate shown at checkout and is free above the threshold stated there. There are no other mandatory charges, and nothing optional is added to your order unless you choose it.

For ordinary products, payment is taken at checkout. For medicines that need a prescription or an assessment, payment is requested only after approval — the checkout for those sits in your account, against the approved request.

8. Delivery

We deliver to Torbay, Teignbridge and Totnes, same or next day. We cannot deliver medicines outside that area. Some products carry their own storage or transport restrictions, which are shown on the product page.

9. Cancelling and refunds

Ordinary products and general-sale medicines. You can cancel and return unopened items within 14 days of delivery for a full refund, including standard delivery. Tell us before you send anything back. Return postage is yours unless the item arrived damaged or incorrect.

Prescription-only medicines. Once a prescription medicine has been dispensed for your pet it cannot be returned or refunded, because we cannot re-supply a medicine that has left our care. You can cancel at any point before dispensing and we will refund you in full. If we decline your request you are not charged at all.

Medicines supplied after an assessment. Once a medicine has been supplied against an assessment it cannot be returned or refunded. You can cancel at any point before we send it and we will refund you in full. If the assessment is not approved you are not charged at all.

Consultations. You can cancel a consultation up to 2 hours before it starts for a full refund. After that the fee is not refundable, because the slot is held for you and a clinician is rostered to it.

None of this affects your rights where something arrives faulty, damaged, or not as described. Tell us and we will put it right.

10. Your order confirmation

We email a confirmation after every order and every request. Keep it — it is your record of what was agreed, and it repeats the cancellation terms that apply to what you bought. You can also see everything in your account.

11. Consultations

A consultation is advice from a veterinary surgeon, not an in-person examination. It is not an emergency service. If your animal is seriously unwell, contact your nearest emergency vet straight away.

12. Complaints

Email sel@thenightvet.co.uk and we will respond. Complaints about the online supply of a veterinary medicine can also be raised with the VMD, whose details are on every medicine page.

13. Changes to these terms

We may change these terms. Each version is numbered and dated, and the version you agreed to is the one that governs your order. Ask us and we will send you a copy of any earlier version you agreed to.