Delivery & Returns
1. Delivery information:
Delivery time
We dispatch orders Monday to Friday, to arrive on a 2-3 working-day basis. . We aim to dispatch all authorised orders within 1 working day. However, there may be circumstances beyond our control which delay delivery.
Carriage charges
All orders over £30.00, to Mainland UK, Northern Ireland and Isle of Man addresses are delivered free of charge (Exclusions apply). We are currently not able to deliver outside UK Mainland, Northern Ireland and Isle of Man.
Ensuring smooth delivery
Deliveries by Royal Mail do not require a signature. If your parcel is damaged when it arrives, please contact our Customer Care Team (details below). Note: When placing an order, we ask you to supply a daytime phone number so we can contact you quickly if there is a query with your order.
2. Returns & Exchange procedure
We will cover the cost of returns if you process the return within 28 days of the order.
You can return the products:
If they are faulty or misdescribed.
If you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so because of something we have done wrong.
If you would like to make a return, please follow the steps listed below.
If you would like to make a return, please contact us by contact us using the contact details below, giving a brief outline of your reasons for rejecting the goods. Once authorised, we will then send you a link which will provide you with a free-post label. Please ensure the products are returned in their original packaging and packaged adequately to prevent damage in transit.
Customer Care Details
If you have any questions about delivery or returns procedure, please contact us using the following details, you can write to us at enquiries@vetiq.co.uk or at:
Mark and Chappell Limited
Suite 2,
248 Toddington Rd,
Luton LU4 9DZ,
United Kingdom
Please confirm that you wish to cancel the order and include details of purchase, dates of order or receipt of product, and your name and address.
3. Purchasing from us – Your contract with us
Placing an order
Choose the products you wish to buy using the product categories or search facilities on the website. You can easily edit or delete items from your shopping basket by clicking on the basket icon in the top right of your screen.
As you add items to your basket they will be stored against your visit. This means, if you leave our site and come back, the items in your basket will still be there.
Mark and Chappell Limited uses ‘cookies’ to keep track of what is in your basket and to remember you when you return to the site. To shop at www.vetiq.co.uk you need to have all cookies enabled. Find out more about cookies and how we use them.
Completing your transaction
Once you are happy with your selection, head to the checkout where you will be required to give your name, address, delivery and payment details over a secure server connection.
Once you have checked out, you will receive an email confirming your order.
When you place an order online, you are making an offer to buy goods. We will send you an email acknowledging that we have received your order. When a delivery is delayed due to stock availability or unforeseen factors, we will let you know as soon as possible. We will also provide an estimate of the dispatch date, and you may cancel your order if this is unacceptable.
If you decide to cancel your order under these circumstances, we will refund to your card within 1 working day. Similarly, we will refund within 5 working days of receiving your order if we discover we are unable to supply the item due to stock availability or unforeseen factors including pricing errors.
4. Cancellation and exchanges
Cancellation
You can cancel your order and return the product to us within 28 days of the date of delivery.
If you cancel the order after products have been dispatched or you’ve received them, you must return them to us. You have 28 days to tell us that you wish to cancel the order and return the product back to us from the date of delivery. To do so, please follow the Returns Procedure above. You must send the products as soon as possible after telling us you wish to cancel the order.
This cancellation policy does not affect your statutory rights.
5. Refund Policy
If you’re entitled to a refund under these terms, we’ll refund the price you paid for the products – including delivery costs – by the method you used for payment. However, we may make deductions from the price as described below.
Refund deductions
We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Refund time
Your refund will be made within 5-10 working days from the day we receive the product(s) back or, if earlier, the day on which you provide us with evidence that you’ve sent the product(s) back to us. In all other cases, your refund will be made within 14 days of you telling us you’ve changed your mind.
6. Lost or undelivered products
In the event of a lost or undelivered products you must contact Customer Care Team via email (enquiries@vetiq.co.uk ) within 28 days of your order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.
7. Faulty products
If the products are in any way defective, please contact us immediately. We will deal with this in accordance with your legal rights.
8. Payment
We accept the following methods of payment:
Visa
MasterCard
PayPal
Google Pay
9. VAT
All prices are inclusive of VAT.
