Terms and conditions

Index:

Article 1 – Definitions
Article 2 – Identity of the trader
Article 3 – Applicability
Article 4 – The offer
Article 5 – The contract
Article 6 – Right of withdrawal
Article 7 – Costs in case of withdrawal
Article 8 – Preclusion from right of withdrawal
Article 9 – The price
Article 10 – Conformity and guanrantee
Article 11 – Supply and implementation
Article 12 – Extended duration transactions: duration, termination and prolongation
Article 13 – Payment
Article 14 – Complaints procedure
Article 15 – Disputes
Article 16 – Additional or different stipulations
Article 17 – Information
Article 18 – Prescription medication

Article 1 - Definitions

The following definitions apply in these terms and conditions:
1.1. Withdrawal period: the period within which the consumer can make use of his right of withdrawal;
1.2. Consumer: the natural person whose action is not within the course of a profession or business and who enters into an distance contract with the trader;
1.3. Day: calendar day;
1.4. Extended duration transaction: a distance contract that relates to a series of products and/or services, whereby the obligation to supply and/or purchase is spread over a period of time;
1.5. Durable medium: every means that enables the consumer or trader to store information that is addressed to him in person in a way that facilitates future consultation and unaltered reproduction of the stored information;
1.6. Right of withdrawal: the possibility for the consumer to waive the distance contract within the withdrawal period;
1.7. Trader the natural or legal person who is a member of the Dutch Thuiswinkel Organization and who offers products and/or services to consumers from a distance;
1.8. Distance contract: an contract whereby sole use is made of one or more techniques for distance communication within the framework of a system organized by the trader for the distance sale of products and/or services, up to and including the moment that the contract is concluded;
1.9. Technique for distance communication: means that can be used for concluding an contract, without the consumer and trader being in the same place at the same time.

Article 2 – Identity of the trader

Name trader:
Pharmacy4pets.com

Registered address:
Mijlstraat 35
5281LJ Boxtel
The Netherlands

Telephone number and accessibility:
Monday/Friday: 8:00 - 17:00

E-mail address: [email protected]

Chamber of Commerce number: 53670604
One Stop Shop V.A.T.-no. NL850969803B01

The financial handling of our orders (including payments, refunds and chargebacks) is done by A.I.S. Information Services B.V. (Chamber of Commerce number 17214318).

Should the activity of the trader be subject to a relevant licensing system: the data of the supervising authority;

Should the trader practice a regulated profession:
- the professional association or organization with which he is affiliated;
- the professional title, the town/city in the EU or EEA where this was granted;
- a reference to the professional rules that apply in the Netherlands and instructions as to where and how these professional rules can be accessed.

Article 3 – Applicability

3.1. These general terms and conditions apply to every offer made by an trader and to every distance contract that is realised between an trader and a consumer.
3.2. Prior to the conclusion of a distance contract, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the trader will indicate, before the distance contract is concluded, that the general terms and conditions are available for inspection at the trader’s premises and that they will be sent free of charge to the consumer, as quickly as possible, at the consumer’s request.
3.3. If the distance contract is concluded electronically, then, contrary to the previous paragraph, and before the distance contract is concluded, the consumer will be provided with the text of these general terms and conditions electronically, in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, then before concluding the distance contract, the trader will indicate where the general terms and conditions can be inspected electronically and that at his request they will be sent to the consumer free of charge, either electronically or in some other way.
3.4. In cases where specific product or service-related terms and conditions apply in addition to these general terms and conditions, the second and third paragraphs apply by analogy and the consumer can always invoke the applicable condition that is most favorable to him in the event of incompatible general terms and conditions.

Article 4 – The offer

4.1. If an offer is subject to a limited period of validity or is made subject to conditions, this will be explicitly mentioned in the offer.
4.2. The offer contains a complete and accurate description of the products and/or services being offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader makes use of illustrations, these will be a true representation of the products and/or services being offered. The trader is not bound by obvious errors or mistakes in the offer.
4.3. Every offer will contain such information that makes it clear to the consumer what rights and obligations are involved in accepting the offer. This includes, in particular:
the price, including taxes;
any costs of delivery;
the way in which the contract shall be concluded and which actions this will require;
whether or not the right of withdrawal applies;
the method of payment, delivery and implementation of the contract;
the period for accepting the offer or the period for which the trader guarantees the price;
the size of the tariff for distance communication, if the costs of using the technique for distance communication are calculated on some other basis than the regular basic tariff for the chosen communication technique;
if a contract is filed subsequent to its conclusion, and if so, the way in which this can be accessed by the consumer;
the way in which the consumer can obtain information about the data he has provided for in the course of the contract, as well as the way he can rectify these before the contract is concluded;
the languages in which, in addition to Dutch, the contract can be concluded;
the behavioral codes to which the trader is subject and the way in which the consumer can consult these behavioral codes electronically; and
the minimum duration of the distance contract, in the event of a contract that involves the continual or periodical supply of products or services.

Article 5 – The contract

5.1. The contract will be concluded, subject to that which is stipulated in paragraph 4, at the moment at which the consumer accepts the offer and the conditions thereby stipulated have been fulfilled.
5.2. If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of acceptance of the offer electronically. The consumer can dissolve the contract as long as this acceptance has not been confirmed by the trader.
5.3. If the contract is concluded electronically, the trader will take suitable technical and organizational measures to secure the electronic transfer of data and he will ensure a safe web environment. If the consumer is able to pay electronically, the trader will take suitable security measures.
5.4. The trader may obtain information – within statutory frameworks – about the consumer’s ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the distance contract. If that research gives the trader proper grounds for declining to conclude the contract, then he has a right, supported by reasons, to reject an order or application or to bind its implementation to special conditions.
5.5. Together with the product or service, the trader will send to the consumer the following information, in writing, or in such a way that the consumer can store it on an accessible durable medium:
a. the office address of the trader’s business location where the consumer can lodge complaints;
b. the conditions under which the consumer can make use of the right of withdrawal and the method for so doing, or a clear statement relating to the exclusion of the right of withdrawal;
c. information on guarantees and existing after-sales service;
d. the data included in article 4, paragraph 3 of these conditions, unless the trader has already provided the consumer with these prior to concluding the contract;
e. the requirements for terminating the contract, if the duration of the contract exceeds one year or is indefinite.
6. In case of a extended duration contract, the stipulation in the previous paragraph applies only to the first delivery.

Article 6 – Right of withdrawal

If the customer wishes to (partially) return an order, they have up to 14 calendar days after receiving the order to indicate this to Pharmacy4pets.com. This can be done in two ways:

1. The customer can use the Model Withdrawal Form. This form can be filled out digitally and then sent to Pharmacy4pets.com. However, using this form is not mandatory.

2. The customer can directly contact Pharmacy4pets.com and include the following information in their message:

- Customer name
- Order number
- Products they wish to return
- Optionally, the reason for the return

Once Pharmacy4pets.com receives the return request, it will be assessed whether the products the customer wishes to return can be accepted according to the return conditions.* After this, Pharmacy4pets.com will notify the customer via email.

If the return request is accepted by Pharmacy4pets.com, the customer can package the products securely and, if reasonably possible, return them in their undamaged, original packaging. It is advisable for the customer to clearly indicate in the return package that it is a withdrawal. The costs and risks for the return shipment are the customer's responsibility. Sufficient postage is recommended.

Return address:

Pharmacy4pets
Mijlstraat 35
5281LJ Boxtel
NETHERLANDS

After Pharmacy4pets.com has received the return and processed the refund, the customer will be notified. When returning the entire order, the shipping costs will be refunded. For partial returns, the shipping costs will not be refunded. The refund will be processed in the same manner as the original payment method. It may take a few days for the refund to appear in the customer’s bank account.

*Conditions for returning a product:
• The product is undamaged.
• The product is unopened.
• The product has not been used.
• The product is in its original packaging.
• The product is not a (veterinary) medicine.
• The product has no limited shelf life.
• The product has not been in contact with a pet.
• The customer received the item less than 14 calendar days ago.
• Pharmacy4pets.com is not liable for loss or damage.

Products that cannot be returned:
• (Veterinary) medicines. The return of (veterinary) medicines is legally prohibited for health protection reasons. This includes not only medications but also flea and tick treatments and dewormers. The quality of these products cannot be guaranteed once they have left the Pharmacy4pets.com warehouse, including unopened packages.
• Products with a limited shelf life. The return of products that have a limited shelf life is legally prohibited. At Pharmacy4pets.com, these are products that have a shelf life of less than 1 month from the order date to the expiration date (indicated in the product name when ordering in the webshop).
• Products that have been in contact with a pet. The return of products that have been in contact with a pet is legally prohibited for hygiene reasons. For example, to check if a dog harness fits, the product may be removed from the packaging and held next to the pet.

Article 7 – Costs in a case of withdrawal

7.1. If a consumer makes use of his right of withdrawal, he shall be responsible for, at most, the costs of returning the goods.
7.2. If the consumer has paid a sum, the trader will refund this sum as quickly as possible, though at the latest within 30 days after the goods were returned or after the withdrawal.

Article 8 – Preclusion from right of withdrawal

8.1. The trader can preclude the consumer from having a right of withdrawal as far is provided for in paragraph 2 and 3 of this article. The preclusion of the right of withdrawal is only valid if the trader clearly stated this fact when making the offer, or at least in good time prior to conclusion of the contract.
8.2. Preclusion from the right of withdrawal is only possible for products:
a) that have been created by the trader in accordance with the consumer’s specifications;
b) that are clearly of a personal nature;
c) that cannot be returned due to their nature;
d) that rapidly decay or become obsolete;
e) the price of which is subject to fluctuations on the financial market over which the trader has no influence;
f) for individual newspapers and magazines;
g) for audio- and video-recordings and computer software, whereby the consumer has broken the seal.
8.3. Preclusion from the right of withdrawal is only possible for services:
a) relating to accommodation, transport, restaurant business or leisure activities to be carried out on a given date or during a given period;
b) the supply of which commenced, with the explicit consent of the consumer, before the withdrawal period had lapsed;
c) relating to bets and lotteries.

Article 9 – The price

9.1. During the period of validity indicated in the offer, the prices of the products and/or services being offered will not be increased, except for price changes in VAT-tariffs.
9.2. Contrary to the previous paragraph, the trader may offer products or services at variable prices, in cases where these prices are subject to fluctuations in the financial market over which the trader has no influence. The offer must refer to this link with fluctuations and the fact that any prices mentioned are recommended prices.
9.3. Price increases within 3 months after the contract was concluded are only permitted if they are the result of statutory regulations or stipulations.
9.4. Price increases more than 3 months after the contract was concluded are only permitted if the trader stipulated as much and:
a) they are the result of statutory regulations or stipulations; or
b) the consumer is authorized to terminate the contract on the day on which the price increase takes effect.
9.5.Prices stated in offers of products or services include VAT.

Article 10 – Conformity and Guarantee

10.1. The trader guarantees that the products and/or services fulfill the contract, the specifications stated in the offer, the reasonable requirements of reliability and/or serviceability and the statutory stipulations and/or government regulations that existed on the date that the contract was concluded. If agreed the trader also guarantees that the product is suited for other than normal designation.
10.2. A guarantee arrangement offered by the trader, manufacturer or importer does not affect the legal rights and claims that a consumer, as a result of the contract, can enforce against the trader.

Article 11 – Supply and implementation

11.1. The trader will take the greatest possible care when receiving and implementing orders for products and when assessing applications for the provision of services.
11.2. The place of delivery is deemed to be the address that the consumer makes known to the company.
11.3. Taking into consideration that which is stated in article 4 of these general terms and conditions, the company will implement accepted orders with efficient expedition, though at the latest within 30 days, unless a longer period of delivery has been agreed. If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the consumer will be informed about this at the latest 30 days after the order was placed. In this case, the consumer has a right to dissolve the contract free of charge and a right to possible damages.
11.4. In the case of dissolution in accordance with the previous paragraph, the trader will refund the consumer the sum paid as quickly as possible, though at the latest within 30 days after that dissolution.
11.5. Should delivery of a product that has been ordered prove impossible, the trader will attempt to provide a replacement article. The fact that a replacement article is being supplied will be stated clearly and intelligibly, at the latest upon delivery. The right of withdrawal cannot be precluded in the case of replacement articles. The costs of return shipments will be charged to the trader.
11.6. The risk of damage and/or loss of products rests upon the trader up to the moment of delivery to the consumer or a representative previous designated by the consumer and announced to the trader, unless this has explicitly been agreed otherwise.

Article 12 – Extended duration transactions: duration, termination and prolongation

Termination
12.1. The consumer has a right at all times to terminate an open-ended contract that was concluded for the regular supply of products (including electricity) or services, subject to the agreed termination rules and a period of notice that does not exceed one month.
12.2. The consumer has a right at all times to terminate a fixed-term contract that was concluded for the regular supply of products (including electricity) or services at the end of the fixed-term, subject to the agreed termination rules and a period of notice that does not exceed one month.
12.3. With respect to contracts as described in the first two paragraphs, the consumer can:
terminate them at all times and not be limited to termination at a specific time or during a specific period;
terminate them in the same way as that in which they were concluded;
always terminate them subject to the same period of notice as that stipulated for the trader.
Prolongation
12.4. A fixed-term contract that was concluded for the regular supply of products (including electricity) or services may not be automatically prolonged or renewed for a fixed period of time.
12.5. In departure from that which is stated in the previous paragraph, a fixed-term contract that has been concluded for the regular supply of daily or weekly newspapers or magazines may be automatically prolonged for a fixed term that does not exceed three months, if the consumer is at liberty to terminate this prolonged contract towards the end of the prolongation, with a period of notice that does not exceed one month.
12.6. A fixed-term contract that has been concluded for the regular supply of products or services may only be automatically prolonged for an indefinite period of time if the consumer has at all times the right to terminate, with a period of notice that does not exceed one month and, in the case of a contract to supply daily or weekly newspapers or magazines regularly but less than once per month, a period that does not exceed three months.
12.7. A fixed term contract for the regular supply, by way of introduction, of daily or weekly newspapers and magazines (trial subscriptions or introductory subscriptions) will not be automatically prolonged and will automatically terminate at the end of the trial period or introductory period.
Duration
12.8. If the fixed-term of a contract exceeds one year, then after one year the consumer has at all times a right to terminate, with a period of notice that does not exceed one month, unless reasonableness and fairness dictate that premature termination of the contract would be unacceptable.

Article 13 – Payment

13.1. As far as no other date has been agreed, sums payable by the consumer should be paid within 14 days after the start of the withdrawal period as stipulated in article 6 paragraph 1. In the case of a contract to provide a service this 14 days start on the moment the consumer receives the traders confirmation of the contract.
13.2. When selling products to consumers, the general terms and conditions may never stipulate an advance payment in excess of 50%. Where advance payment is stipulated, the consumer cannot invoke any rights whatsoever in relation to the implementation of the order or service(s) in question before the stipulated advance payment has been made.
13.3. The consumer is obliged to report immediately to the trader any inaccuracies in payment data provided or stated.
13.4. In the event of non-payment on the part of the consumer, the trader has the right, subject to statutory limitations, to charge the consumer reasonable costs about which the consumer was informed in advance.

Article 14 – Complaints procedure

14.1. The trader provides for a complaints procedure, that has been given sufficient publicity, and will deal with a complaint in accordance with this complaints procedure.
14.2. Complaints about exercising the contract must be submitted to the trader without delay, in their entirety and clearly defined, after the consumer has discovered the defects.
14.3. A reply to complaints submitted to the trader will be provided within a period of 14 days, calculated from the date of receipt. If it is anticipated that a complaint will require a longer processing time, then the trader will reply within 14 days, confirming receipt and indicating when the consumer can expect a more elaborate reply.
14.4. If the complaint cannot be solved in joint consultation, then it becomes a dispute that is subject to the disputes settlement scheme.

Article 15 – Disputes

15.1. Contracts entered into between an trader and a consumer and which are subject to these general terms and conditions are subject only to Dutch law.
15.2. Disputes between a consumer and an trader over the conclusion or exercising of contracts relating to products and services to be supplied by this trader can be put before the Pharmacy4pets.com Disputes Committee, by either the consumer or the trader, with due observance of that which is stipulated below.
15.3. The Disputes Committee will only deal with a dispute if the consumer first put his complaint, without delay, to the trader.
15.4. The dispute should be submitted to the Disputes Committee, in writing, at the latest by three months after the dispute arose.
15.5. If a consumer wants to put a dispute before the Disputes Committee, the trader is bound by that choice. If it is at the wishes of the trader, then the consumer will indicate, in response to a written request made by the trader, whether he is in contract, or prefers the dispute to be dealt with by the competent law-court. If the consumer does not indicate his choice to the trader within a period of five weeks, then the trader has a right to put the dispute before the competent law-court.
15.6. Rulings of the Disputes Committee are subject to the conditions as stipulated in the regulations of the Disputes Committee. Decisions of the Disputes Committee take the form of binding advice.
15.7. The Disputes Committee will not deal with a dispute – or will terminate their intervention – if the trader has been granted a suspension of payments, gone bankrupt or has actually terminated business activities before the committee dealt with the dispute during a session and rendered a final ruling.
15.8. If another disputes committee that is recognized or affiliated with the Disputes Committee Foundation for Consumer Affairs (SGC) or the Complaints Institute Financial Services (Kifid) is competent, in addition to the Pharmacy4pets.com Committee, the latter will have exclusive jurisdiction for disputes relating mainly to the method of distance sales or services. For all other disputes, this applies to the other disputes committees recognized by the SGC or affiliated with the Kifid.

Article 16 – Additional or different stipulations

16.1. Additional stipulations or stipulations that differ from these general terms and conditions, may not be detrimental to the consumer and should be recorded in writing, or in such a way that consumers can store them in a readily accessible manner on a durable medium.

Article 17 - Information

17.1. No rights can be derived from the package inserts and product information on our website. Although we make every effort to display current package inserts and product information on our website, we cannot guarantee this. Pharmacy4pets is not liable for the content of leaflets and any inaccuracies therein.

Article 18 – Prescription medication

18.1. If you order prescription-only veterinary medicines, you must be in possession of a valid prescription from a veterinarian. You must send the original, paper prescription to us by post:

Pharmacy4pets
Mijlstraat 35
5281LJ Boxtel
The Netherlands

After receipt of the paper prescription, the prescription remains in our possession. Did you receive a digital prescription? Please ask your vet to send the original, digital prescription directly to us.

18.2 As soon as we have received your prescription and payment, we will dispatch your order. If you cannot provide an original prescription, we will be forced to cancel your order.

Rights can only be derived on the basis of the Dutch version of these general terms and conditions.