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VetBox Terms


By purchasing a VetBox subscription for your pet you agree to the terms & conditions below.

  • You agree to use the products supplied in their intended manner.
  • You agree to use the products on the intended pet only.
  • You agree to inform VetBox by phone or email of any change in your pet’s health status and weight that affect which products they may receive.
  • You agree that if your pet’s change in weight puts them into a different weight category (small/medium/large/XL) this will increase or decrease your monthly charge accordingly.
  • If you have not used these products before and require further information on their use please contact VetBox for further guidance.


By opening an account on this website, subscribing to its service, or otherwise using any part of this website, you are agreeing to be bound by these terms and conditions. We will try to make the website fully accessible to you at all times, but on occasions the website may not be available while maintenance is carried out, or for other reasons, so you cannot rely on the website always being available. You must be over eighteen years of age to use this website and to make payments online.


You are responsible for keeping your account password safe and secure and for not allowing others to use your account and for any activity which is carried out under your account. We will not be liable for any activity which happens as a result of your failure in this regard.

Accuracy of content

VetBox makes every effort to provide accurate information regarding descriptions of items included in VetBox, recommendations for use and all other matters. However some errors will inevitably occur. We reserve the right to correct these as soon as we find them. Where permitted by law, VetBox disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else. Information may be provided for the interest of the reader and should be verified appropriately elsewhere before being relied upon. We will provide information and advice, both on the website and by email. We take care to try and ensure this is accurate and appropriate. However we cannot take the place of your vet and VetBox will not be liable for any loss or damage which results from the use of the website or the information it contains.

Placement and acceptance of subscriptions

You can use the website to sign-up to the VetBox Subscription delivery service. You are able to cancel your subscription at any time before payment is made for that month’s box by following the steps on the website. Subscriptions cannot be cancelled after they have been dispatched. We reserve the right to decline the acceptance of any subscription for any reason at our absolute discretion. This applies up to the point we dispatch your subscription. We will inform you that we have received your request for a subscription by sending out an Subscription Confirmation email. You warrant that all information supplied by you to us during the subscription process is true and complete to the best of your knowledge. It should be noted that images of products on our website are there for illustration purposes only and the packaging and/or contents of the items delivered may vary. Manufacturers change packaging from time to time and so it is not possible for us always to have the most up-to-date images online. It should be noted that all credits and refunds put through by our staff, based on communications with you by phone, email or any other method, are put through as requests to management. VetBox will then review these requests, check that they are correct and either perform the refund, grant the credit or decline them according to the circumstances. Please allow a few days from the date the credit/refund is requested by VetBox staff for this to be completed by management and then a further week for the money to have cleared into your bank account (if applicable).


All credit and debit card transactions are carried out securely via Stripe online payment system using SSL encryption. Stripe itself is Payment Card Industry Data Security Standards compliant (PCI DSS). If you request a subscription by telephone and provide card details that way, we will enter them immediately online as if you were performing this at home. We will not write down or store your written card details. We keep full records of payments taken and these can be viewed online in your account, or supplied separately on request. By using this website you agree to these terms and conditions.


VetBoxes are delivered using Royal Mail postal service.

All subscriptions will be processed and dispatched as on an ongoing monthly basis. We reserve the right to take whatever steps we consider appropriate to verify the authenticity and suitability of all subscriptions. We also reserve the right not to supply a subscription if in our opinion it is not appropriate in any way. In such case we will refund in full any payment made to us. We may or may not explain our reasons. If items arrive damaged (or get lost on their way to you), we will at our sole discretion refund or replace them. All damages must be notified to us within 5 days of receipt or we may be unable to refund/replace. If you ask for your VetBoxes to be left somewhere or provide any other delivery instructions then you negate the right to transit insurance and we will be unable to refund or resend items - we recommend not leaving delivery instructions wherever possible and requesting delivery to an alternative address (such as a work address). Please allow up to 14 days for delivery. 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). Please ensure that you are happy with what you are subscribing to and of the costs. VetBox has the option to cancel any subscription that cannot be fulfilled for any reason and will contact you accordingly. You will always be given a full and timely refund in such case. We also reserve the right to swap the delivery method chosen for an equivalent service level delivery method at our discretion without notice. Other conditions do apply regarding deliveries.

Use of Goods

You warrant to us and guarantee that before you use anything purchased from us, you will:

  • Check to see that the goods delivered match those which you have subscribed.
  • Read any information on our website and supplied with the delivery about the correct use of products.
  • You understand all such product information.
  • You are competent and legally allowed to use the products safely.
  • You will use the products in the correct manner on the correct animal.
  • You agree to inform VetBox of any weight changes that would cause the need for different products to be delivered.
  • Contact us if you are unsure about anything before using any medication or other products.
  • Inform us of any changes in the health of your pet (illness/pregnancy etc)

If you haven't used these products before you may contact VetBox for instructions on how to correctly use them.

Returns and Refunds

In accordance with the Consumer Protection (Distance Selling) Regulations 2000 you are entitled to cancel your subscription and receive a full refund, excluding the costs of postage, for any items you receive, up until 7 working days after the day you receive the item from us. This applies even if you just change your mind and no longer want an item. The refund will exclude any postage costs we have paid, even if this was included in the cost of the item. However you must notify us in writing of your intention to cancel your subscription and you must return the item to us by recorded delivery at your expense. It is your duty to take all reasonable care of any returned items and their packaging up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid. Do note that you cannot return perishable items for a refund. Additionally you cannot return items which you have started to use. To receive a refund you must notify us in writing within the 7 working day period starting the day after you received the delivery. The 7 working day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the subscription. For all items returned after the 7 day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for subscriptions which are delayed or do not arrive at all, will be the value of the subscription placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the delivery).Goods which arrive with minor damage will be replaced (or a credit provided) if there is a reasonable chance that they will be adversely affected by that damage. This can apply to part of a delivery; we will undertake to provide a credit for the damaged items only. If you would prefer not to accept the whole delivery then you can return it to us, but you will be responsible for the cost of that return.

Other Websites

There may be links or references to or from other websites and sources of information on this website. These can be provided where we think they might be of interest or useful to you. VetBox has no control over them and so has no responsibility or liability for their content. The links do not imply any endorsement of any kind.


We reserve the right to change these terms and conditions as well as all other notices and parts of the website from time to time. Those which apply to you will be the ones which were in force at the time your subscription was accepted. We suggest that you check for changes regularly. You might wish to consider copying these terms and conditions and pasting them into a document which you can retain on your own computer, or print out for retention. If you require any help in doing this simple process, please contact us.


We will keep a record of your details as supplied to us for the purposes of processing your subscription, any follow-up customer service requirements and any required legal purposes. We will keep your information securely and will not share it with any other business or organization. We may use this information to send you additional information from VetBox in future. If you wish to be excluded from these mailings, please edit your account online accordingly, or contact us by email.

Legal matters

All rights, including copyright, in the content of these web pages are owned or controlled by VetBox. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of these web pages for any other purpose whatsoever without the prior written permission of VetBox. However you are welcome to copy and retain these terms and conditions.If you have any queries, comments or complaints in regard to any aspect of your subscription or the contents of this web site, please contact us in writing and we will try to resolve the matter to your satisfaction as efficiently as possible.VetBox has taken care in the preparation of this website. No warranty of any kind exists regarding its content. VetBox shall not be liable for any losses or claims arising directly or indirectly from use of this website or associated media.VetBox's liability under contract will only cover losses which could reasonably be foreseen as consequences of breach of contract. Our total liability under contract (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed three times the amount paid for the products under that contract. VetBox will not be liable for any indirect, incidental or consequential damages, or any losses or expenses, which arise because of, or in connection with, the contract as far as permitted by law, VetBox expressly excludes all conditions, warranties and other terms which might otherwise be expressed or implied by any means. You hereby agree to fully indemnify us for any costs, proceedings, losses, claims, damages, actions, expenses (including reasonable legal costs and expenses), or liabilities, suffered or incurred by us through your improper use of this Website, your breach or failure to observe these conditions or any contract made, or in relation to any claim which may be brought against us by a third party in relation to your use of our Website. If any delay or failure to comply with our obligations under these conditions arises from any cause that is beyond our reasonable control, we will not be held responsible for that delay or failure. This website is based in England. All contracts are deemed to be made in England and governed by English Law. Any disputes arising in connection with any purchases made from VetBox and any other use of this website will be subject to the exclusive jurisdiction of the English Courts. Nothing within these terms and conditions, or elsewhere on the website, will affect your statutory rights and will only apply to the extent permitted by law. If any provision or term on this website becomes or is declared illegal, invalid or unenforceable for any reason, that term or provision shall be divisible from all other terms and conditions and shall be deemed to be deleted from them. These terms and conditions were updated on 14th January 2014 and replace all other terms and conditions.If we are liable to you for any reason, our liability will be limited to either £1,000 or three times the amount paid by you for the product or service concerned, whichever is the lower. This limit does not apply to any liability we may have for death or personal injury resulting from our negligence or for our fraudulent misrepresentation.

Business Details

VetBox Ltd is owned by its shareholders who's information can be found on the Companies House website. Its registered address is VetBox Ltd., The Arc Veterinary Centre, Arch 3, The Viaduct, St James Lane, N10 3QX. Will is a Member of the Royal College of Veterinary Surgeons and is the registered qualified person (RQP) for VetBox overseeing all operations. These details can be verified by following this link. Vet Box is a registered trademark.


Any complaints should be made in writing and sent to VetBox, The Arc Veterinary Centre, Arch 3, The Viaduct, St James Lane, N10 3QX. If a resolution is not found by VetBox we will provide details of our governing bodies for you to contact.

Adverse Reactions

If your pet has suffered an adverse reaction from using a product supplied to you by VetBox then please follow this link to report the incident to the Veterinary Medicines Directorate.


VetBox reserves the right to switch types/brands of medications when required such as during supply shortages or during times when certain parasites are more prevalent. The decision to change medications will be made ultimately by Dr Woodley. VetBox will endeavour to inform you of any changes. For detailed information on all VetBox products please follow this link. Prescription only medicines (POM-V) will only be supplied upon receiving a written prescription from a registered veterinary surgeon. It is an offence for a person to submit a fraudulent prescription to obtain veterinary medicines and for a person to alter a prescription unless authorized to do so by the prescriber. Any suspected case of fraud or unlawful alteration will be referred to the appropriate enforcement body.