Our Terms at a Glance

These are the full terms and conditions for using our service, but here is a summary of the most important points for you to be aware of. Please read the full terms below for complete details.

• Who We Are: We are PHARM4PETS LIMITED (trading as Ashcroft 4 Pets), a fully registered and accredited UK online veterinary pharmacy.
• Prescriptions: For any “POM-V” medicine, we must receive a valid, original prescription from a UK-registered veterinary surgeon before we can dispatch your order. We are legally required to validate all prescriptions.
• Our Contract: A binding contract is formed between us when we dispatch your order, not when you pay. We reserve the right to cancel any order if, for example, a prescription is invalid or a product is out of stock.
• CRITICAL: Returns Policy: For safety and legal reasons, we cannot accept returns for any medicinal products (including prescription and non-prescription medicines). You can return other non-medicinal items (like accessories) within 14 days if they are unopened and unused.
• Complaints: If you have any issues, please contact us first. For any complaint regarding a veterinary medicine that we cannot resolve, you have the right to contact the Veterinary Medicines Directorate (VMD).

Full Terms and Conditions

1. Information About Us and These Terms

• 1.1 What these terms cover. These are the terms and conditions on which we supply all products to you, including veterinary medicines, through our website https://ashcroft4pets.co.uk/ (our “Site”).
• 1.2 Who we are. This Site is operated by PHARM4PETS LIMITED, trading as Ashcroft 4 Pets (“we”, “us”, “our”). We are a company registered in England and Wales.
  • Company Number: 15884106
  • Trading Address: Unit 18, Fieldhead Business Park, Great Russell Court, Bradford, BD7 1JZ
• 1.3 How to contact us. You can contact our customer service team by:
  • Email: hello@ashcroft4pets.co.uk
  • Telephone: 01274 050750
• 1.4 Our Regulatory Status. PHARM4PETS LIMITED is a registered UK pharmacy, accredited by the Veterinary Medicines Directorate (VMD) and registered as a Veterinary Practice Premises with the Royal College of Veterinary Surgeons (RCVS) to supply veterinary medicines.
• 1.5 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
• 1.6 Ashcroft 4 Pets clarifies that all medications are dispensed by Clayton Pharmacy (162 Clayton Road) but posted from Ashcroft Online Limited (Unit 18, Fieldhead Business Park, Great Russell Court, Bradford, BD7 1JZ)

2. Your Status

By placing an order on our Site, you warrant that:

• You are legally capable of entering into a binding contract;
• You are at least 18 years of age;
• You are the registered owner or keeper (or their authorised agent) of the animal(s) for which you are purchasing products; and
• All information you provide to us (including all pet and prescription details) is accurate and complete.

3. Our Contract With You

• 3.1 Placing an order. Your order constitutes an offer by you to purchase a product from us. All orders are subject to our acceptance.
• 3.2 How will we accept your order? Our acceptance of your order will take place when we email you to confirm that your product has been dispatched, at which point a contract will come into existence between you and us.
• 3.3 If we cannot accept your order. If we are unable to accept your order (for example, because the product is out of stock, we have identified a pricing error, or your prescription is invalid), we will inform you of this in writing and will not charge you for the product. If you have already paid, we will refund you in full.
• 3.4 Your order number. We will assign an order number to your order and tell you what it is when we acknowledge your order. It will help us if you can tell us the order number whenever you contact us.

4. Our Products

• 4.1 Products may vary slightly from their pictures. The images of the products on our Site are for illustrative purposes only. Your product and its packaging may vary from that shown.
• 4.2 Product Information. All information on our Site is provided for general guidance. It is not intended to replace professional advice from your veterinary surgeon. You are responsible for ensuring any product you purchase is suitable for your pet’s species, age, weight, and condition. You must read all product labels and packaging carefully before use.
• 4.3 Adverse Reactions. In the event of an adverse reaction to any medicinal product, you should report this to the Veterinary Medicines Directorate (VMD) immediately.

5. Supply of Veterinary Medicines

This section is critical and applies to all sales of medicinal products.

• 5.1 Medicine Classifications. We supply the following classifications of veterinary medicines:
  • POM-V (Prescription Only Medicine – Veterinarian): Requires a valid written prescription from a UK-based veterinary surgeon.
  • POM-VPS (Prescription Only Medicine – Veterinarian, Pharmacist, SQP): Requires a valid written prescription, or can be prescribed by our in-house pharmacists or SQPs (Suitably Qualified Persons).
  • NFA-VPS (Non-Food Animal – Veterinarian, Pharmacist, SQP): Does not require a prescription, but is supplied by a pharmacist or SQP, who must be satisfied it is appropriate.
  • AVM-GSL (Authorised Veterinary Medicine – General Sales List): Can be sold without any special restrictions.
• 5.2 Prescription Requirements (POM-V). We cannot dispense any POM-V product without a valid, original written prescription from a veterinary surgeon registered with the RCVS.
  • You must provide this prescription to us (e.g., by uploading it on our Site or emailing it to hello@ashcroft4pets.co.uk) before we can dispatch your order.
  • All prescriptions are validated. We will contact your veterinary practice to verify any prescription’s authenticity.
• 5.3 Prescription Validity.
  • A standard prescription for a POM-V product is valid for 6 months from the date it is signed, unless a shorter period is stated by your vet.
  • Prescriptions for Controlled Drugs (Schedules 2, 3, or 4) are only valid for 28 days from the date signed and are not repeatable.
  • We cannot dispense more than the total quantity of medication stated on the prescription.
• 5.4 Prescription Fraud. It is a criminal offence to forge or alter a veterinary prescription. If we suspect that a prescription has been tampered with or is fraudulent, we will cancel the order immediately, report the incident to the VMD and relevant police authorities, and you will not be eligible for a refund.
• 5.5 Our Right to Refuse. We reserve the right, in our professional discretion, to refuse to dispense any medicine if we believe it may be inappropriate, unsafe, or in contravention of any legal or ethical requirement.

6. Price and Payment

• 6.1 Where to find the price. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order.
• 6.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some products may be incorrectly priced. If the product’s correct price is higher than the price stated on our Site, we will contact you for instructions before we accept your order.
• 6.3 When and how you must pay. We must receive payment in full for all products and any applicable delivery charges before we dispatch them. We accept payment via our secure third-party payment processors.

7. Delivery

• 7.1 Delivery Costs. The costs of delivery will be as displayed to you on our Site during the checkout process.
• 7.2 Delivery Timescales. We will dispatch your order as soon as reasonably possible, subject to stock availability and (if applicable) prescription verification. Orders for prescription medicines will only be dispatched once we have received and validated your prescription.
• 7.3 Delays Outside Our Control. We will not be liable for delays in delivery caused by events outside our reasonable control (e.g., delays by our nominated delivery partners, severe weather, or supply chain issues).
• 7.4 If you have not received your product. If you have not received your order within 10 working days of receiving your dispatch confirmation email, please contact us at hello@ashcroft4pets.co.uk with your order number.
• 7.5 Delivery Location. We only deliver to addresses within the United Kingdom (UK).

8. Your Rights to End the Contract & Our Returns Policy

• 8.1 Your right to change your mind. For most non-medicinal products bought online, you have a legal right to change your mind within 14 days of receiving the goods and receive a refund. You must return the item to us at your own cost.
• 8.2 CRITICAL: When You DO NOT Have the Right to Return. Due to legal and regulatory requirements, you do not have a right to change your mind or return:
  • Any prescription-only medicine (POM-V, POM-VPS);
  • Any non-prescription medicine (NFA-VPS, AVM-GSL);
  • Any products sealed for health protection or hygiene purposes (such as syringes or unsealed supplements) once they have been unsealed; or
  • Any perishable goods (such as refrigerated items).
  • This is for safety reasons, as returned medicines cannot be re-sold.
• 8.3 How to Return (for non-medicinal products). To return an eligible item, please contact us at hello@ashcroft4pets.co.uk. You must return the goods to us, unopened and in their original, resalable condition, to our address:
  • Returns, PHARM4PETS LIMITED, Unit 18, Fieldhead Business Park, Great Russell Court, Bradford, BD7 1JZ.
• 8.4 Faulty or Misdescribed Goods. You have a 30-day right to reject goods that are faulty or misdescribed and receive a full refund. This includes medicinal products. Please contact us immediately if you believe your item is faulty.

9. Our Rights to End theContract

We may end the contract with you at any time by writing to you if:

• You do not make payment to us when it is due;
• You do not, within a reasonable time, provide us with a valid prescription required to dispense your order; or
• You do not, within a reasonable time, allow us to deliver the products to you.

10. Our Liability

• 10.1 We only supply products for domestic and private use. If you use the products for any commercial, business, or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, or business interruption.
• 10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or for fraud.
• 10.3 Subject to clause 10.2, our total liability to you in respect of all other losses arising under or in connection with the contract shall be limited to the price you paid for the products.

11. Subscription Service (“Subscribe & Go”)

• 11.1 We may offer a subscription service for certain products. By creating a subscription, you authorise us to charge your payment method for future orders at the frequency you have selected.
• 11.2 The price charged will be the price of the product on our Site on the day your order is processed, less any applicable subscription discount. Prices are subject to change.
• 11.3 For prescription medicines, it is your responsibility to ensure we have a valid prescription on file with sufficient repeats to cover your next scheduled order. We will not be able to dispatch a subscription order without one.
• 11.4 You can modify, pause, or cancel your subscription at any time through your account on our Site.

12. Promotions and Voucher Codes

• 12.1 From time to time, we may issue promotional codes (e.g., “10% off your first order”).
• 12.2 In accordance with UK regulations governing the advertising of veterinary medicines, promotional codes and discounts cannot be used for the purchase of any prescription medicines (POM-V or POM-VPS).
• 12.3 All promotions are subject to availability, may be withdrawn at any time, and cannot be used in conjunction with any other offer.

13. Other Important Terms

• 13.1 Complaints. We aim to provide the best possible service. If you have a complaint, please contact us at hello@ashcroft4pets.co.uk. If your complaint is about a veterinary medicine and you are not satisfied with our resolution, you have the right to contact the VMD.
• 13.2 Which laws apply to this contract. These terms are governed by English law, and you can bring legal proceedings in respect of the products in the English courts.