Terms & Conditions
Heronden Independent Vets
Last updated: July 2026
1. About Us
These Terms & Conditions govern your use of https://herondenvets.co.uk, our veterinary services, online shop and any purchases made through our website.
Heronden Independent Vets
Unit 3, Pickhill Business Centre
Smallhythe Road
Tenterden
Kent TN30 7LZ
Telephone: 01580 763303
Email: info@herondenvets.co.uk
Website: https://herondenvets.co.uk
If you have any questions regarding these Terms & Conditions, an order, your account, a refund, delivery or any aspect of our services, please contact us using the details above.
2. Acceptance of these Terms
By using this website you agree to these Terms. If you do not agree, please do not use the website.
3. Website Use
You must use this website lawfully. You must not attempt to hack, disrupt, copy substantial content, upload malicious software or misuse any part of the website.
4. Veterinary Information
Information published on this website is for general guidance only and does not replace veterinary examination or advice. If your pet requires urgent treatment, telephone us immediately.
5. Appointments
Appointments may be booked online, by telephone or in person. We ask that cancellations are made as early as possible. We reserve the right to charge after three missed appointments or request deposits where appropriate.
6. Estimates & Fees
Treatment estimates are provided in good faith. Clinical findings may require changes to treatment and associated costs. Payment is due at the time of treatment unless agreed otherwise.
7. Online Shop
Orders are subject to availability and acceptance. Product descriptions and images are provided as accurately as possible but may vary slightly from the product supplied.
8. Pricing
Whilst every effort is made to ensure pricing is accurate, obvious pricing errors may be corrected and orders cancelled before dispatch if necessary.
9. Delivery
Delivery times are estimates only. We are not responsible for delays caused by couriers, weather, strikes or events beyond our reasonable control.
10. Click & Collect
Collection notifications will be sent when orders are ready. Please bring identification if collecting prescription items.
11. Returns & Refunds
If you change your mind about an eligible purchase you may return it within 14 days of receiving it provided it is unused, unopened, in its original packaging and suitable for resale.
Unless goods are faulty, damaged or supplied incorrectly, you are responsible for the full cost of returning goods to Heronden Independent Vets. We recommend using a tracked postal service because goods remain your responsibility until safely received by us.
Refunds will be processed after inspection using the original payment method where applicable.
12. Items That Cannot Normally Be Returned
For hygiene, safety and legal reasons we cannot normally accept returns of:
• Prescription medicines
• Refrigerated medicines
• Opened food
• Opened supplements
• Personalised products
• Custom-made items
• Hygiene-sealed goods once opened
Nothing in these Terms affects your statutory rights under UK consumer law.
13. Damaged or Incorrect Orders
Please notify us within 48 hours of delivery if goods arrive damaged or incorrect. Photographs may be requested to help resolve the issue quickly.
14. Prescription Medicines
Prescription-only veterinary medicines will only be supplied where permitted by UK veterinary legislation and following an appropriate veterinary assessment.
15. Promotions, Gift Vouchers & Discount Codes
Promotions may be withdrawn or amended without notice unless required by law. Gift vouchers cannot normally be exchanged for cash.
16. Intellectual Property
All website content, including text, logos, graphics, photographs and branding, belongs to Heronden Independent Vets or its licensors and may not be reproduced without written permission.
17. Reviews & User Content
By submitting reviews or photographs you confirm you have the right to do so and grant us a non-exclusive licence to display that content in connection with our business.
18. Privacy
Our handling of personal information is explained in our Privacy Policy and Cookie Policy.
19. Limitation of Liability
Nothing in these Terms excludes liability where it cannot legally be excluded. To the fullest extent permitted by law we are not liable for indirect or consequential loss arising from use of this website.
20. Force Majeure
We are not responsible for delays or failures caused by events beyond our reasonable control including severe weather, supplier shortages, industrial action, utility failures, cyber incidents or government action.
21. Complaints
We aim to provide an excellent service. If you have a complaint please contact:
Heronden Independent Vets
Telephone: 01580 763303
Email: info@herondenvets.co.uk
We will acknowledge complaints promptly and work with you to resolve them fairly.
22. Governing Law
These Terms are governed by the laws of England and Wales and any disputes shall be subject to the jurisdiction of the courts of England and Wales.
23. Frequently Asked Questions
• Who pays return postage?
Customers pay return postage unless the goods are faulty or supplied incorrectly.
• Can I return prescription medicines?
No, except where required by law because of safety and regulatory requirements.
• How do I contact you?
Telephone 01580 763303 or email info@herondenvets.co.uk.
• How do I cancel an appointment?
Please telephone 01580 763303 us as soon as possible.
• What if my parcel is damaged?
Contact us within 48 hours with photographs if possible.
