All your veterinary equipment, instruments and supplies in one convenient shop

Call Our Sales Team: +44 (0) 1202 607092
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Customer Service

Shipping & Delivery

We ship via Interlink Express, the Royal Mail and Parcel Force. 

Privacy & Security

At aw-vets.com your privacy is a priority.

aw-vets.com does not sell or exchange customer information with anyone else. We share relevant information only with those parties entrusted with the processing of your account and the fulfilment of your order. We have established procedures to protect your privacy – and we uphold them vigorously.

Customer information is gathered so we can serve you better. We make every effort to ensure its security and to treat your information responsibly. When you become an aw-vets.com customer, we ask for your name, address and phone number. We also ask for your credit card number and its expiry date, if you select that method for payment; we do not store your credit card information online. Your order history information is maintained in order to service your account.

Credit card transactions are subject to routine searches from time to time. aw-vets.com undertakes these searches in association with licensed credit agencies to detect and prevent fraud.
From time to time, we may email you in order to update your account, or to give you information that we hope might interest you. If you don't want us to get in touch, simply edit your account details.

What information is collected?

When you visit aw-vets.com, our system automatically notes which browser and Internet Provider (IP) you used for access. This information is useful because it helps us to create a site that offers you the best possible shopping experience.

When you select a ‘Remember me’, your profile data will be stored on a "cookie." Cookies are files stored on your own computer. aw-vets.com utilises cookies to enhance your own shopping experience. They save you time by storing such information as passwords, shopping carts, and shopping preferences. That way, the next time you use Remember me, the cookie retrieves this information and personalises your shopping experience.

What if I don't want to send personal information over the Internet?

Simply use aw-vets.com like a catalogue to look up the products you want, then phone on 01202 607092 to order them. Any information you give to aw-vets.com, by telephone or the Internet, is stored on a secure server.
What if I want to order over the Internet, but don't want to use ‘cookies’?
Most browsers are set to accept cookies. A cookie is a data package that your computer receives from the main server. It helps to identify the user and store information specific to the user and allows the server to customise content for users. You can set your browser to refuse cookies, but this means you won't be able to order from aw-vets.com.


What steps are taken to keep my personal information private?

Your order information is sent to us through a ‘secure session’ established with Secure Socket Layer (SSL). This technology encrypts (scrambles) your account information before it is sent to us, making it virtually impossible for anyone other than aw-vets.com to read it. We protect all customer data against unauthorised access. We use secure technology, privacy protection controls and restrictions on employee access to safeguard your personal information. More information on card security is available in our Site Security page.

How can I change, correct, or update the information on my account?

When ordering on aw-vets.com, you can select a different Ship-To Address or change your method of payment.
You can also call Customer Service on 01202 607092 to change your account information.

Returns & Replacements
No goods will be accepted for credit unless prior arrangement has been agreed with us. Please apply in writing should you wish to return any item, stating clearly the product name and catalogue number; date ordered; method of payment; all invoice numbers; reasons for requesting return. Orders will only be agreed and accepted for return if goods and packaging are received in perfect condition. A handling charge of up to 25% of invoice value may be applicable on all returns, subject to conditions.
Ordering

These terms and conditions govern the sale of products by us (Albert Waeschle Veterinary) to you on the aw-vets.com website. aw-vets.com is an online trading arm of Albert Waeschle Veterinary.

Sales

All sales are subject to these terms and conditions and no others shall apply.

Prices

Goods will be charged at the price ruling at the time of despatch. Despite our best efforts, a small number of the products in our catalogue may be priced incorrectly. If a product's correct price is lower than our stated price, we charge the lower amount and send you the product. If a product's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before despatch or cancel your order and notify you of such cancellation.

VAT

All prices exclude VAT. VAT is chargeable at the prevailing rate at time of order and will be added to your order at the moment of checkout. Prices may be subject to change to reflect changes in the rate of VAT or VAT due in respect of the sale.

Carriage

Carriage will only be charged once per order, and will be at cost including packaging and insurance. Special same and next day deliveries are available and are subject to individual quotation.
Please note that despatch estimates are just that. They are not guaranteed despatch times and should not be relied upon as such. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable.

Product Specification

Whilst every effort has been made to ensure the details and specifications provided by the aw-vets.com website are correct, they may be altered without prior notice, dependant upon manufacturers amendments.

Title of Goods

All goods supplied remain our property until such time as payment has cleared for aforementioned goods and shall pass to you at the point and time at which such goods leave our premises in Creekmoor, Poole.

Payment Terms

Payment for goods purchased with credit card or debit card will be taken at the time of despatch of the goods from our facilities in Creekmoor, Poole. If the goods are despatched direct from the manufacturer to you, payment will be taken at the time of despatch from the manufacturer.

Account Payment Terms

Invoices are due for payment within 30 days of the invoice date, and late payment may result in interest charges being incurred and suspension of credit facilities.

Insurance and Risk

Upon delivery of the goods, the risk inherent in the goods shall pass to the customer. We accept no responsibility for misuse or incorrect use of the goods.

Customs

If your delivery address is outside the UK, the addressee will be the importer of record and must comply with all laws and regulations of the country into which the products are delivered. The product may be subject to import duties and taxes, which are levied once the package reaches the country of delivery. Any such additional charges levied for customs clearance must be borne by you. Please note that we have no control over these charges and cannot predict what they may be at any time in the future.

Customs policies vary widely from country to country; please contact your local customs office for further information. Please note that packages that are being shipped internationally are subject to opening and inspection by customs authorities.

Delivery Claims

Claims for non-delivery must be made in writing within 7 days of the anticipated delivery date, or we accept no responsibility for loss of delivery. Damaged and missing items must be reported within 3 days of delivery, in writing, or we shall not be liable.

Returned Goods

No goods will be accepted for credit unless prior arrangement has been agreed with us. Please apply in writing should you wish to return any item, stating clearly the product name and catalogue number; date ordered; method of payment; all invoice numbers; reasons for requesting return. Orders will only be agreed and accepted for return if goods and packaging are received in perfect condition. A handling charge of up to 25% of invoice value may be applicable on all returns, subject to conditions.

Children

aw-vets.com does not sell products for purchase by children. If you are under 18, you may purchase products from us only with the involvement of a parent or guardian.

Electronic communications

When you transact with aw-vets.com or send e-mails to us, you are communicating with us electronically. We communicate with you by e-mail or by posting notices on the aw-vets.com website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

We reserve the right to make changes to these terms and conditions at any time. You will be subject to the terms and conditions in force at the time that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition

Viewing Orders
Orders can be viewed as a registered customer through the account section of the website. All orders are acknowledged via email.
Updating Account Information
You can update account information at anytime by logging into the website, or by calling us on 01202 607092.
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