facebook_pixel_code Dogtor - Terms & Conditions

Terms and Conditions


Acceptance of the terms & Conditions
Proprietary Rights
Our Products
Payment methods & Conditions
Cancellation & Refund
Force Majeure & Limitation of Liability
Governing Law
Use of your Personal Information
Data security


Acceptance of the Terms & Conditions

The website www.dogtor.vet is the property of LA COMPAGNIE DES ANIMAUX UK LTD. We are registered in England and Wales under company number 9547902 and our address is Unit B7 Access 12, Station Road, Theale RG7 4PN. 

These general Terms & Conditions define the rights of both the sales company, known as LA COMPAGNIE DES ANIMAUX UK LTD (hereinafter referred to as the 'sales company' and 'we'), and the customer.

This site is for the purpose of selling veterinary products and is the property of the sales company. All orders placed via this site are intended for private use by the customer and his/her own pets.

Our Directors are practising Veterinary Surgeons and members of the Royal College of Veterinary Surgeons.

Customers are expressly forbidden from dividing the products, repackaging or selling-on, in part or whole.

The sales company reserves the right to cancel any order where there is a dispute between the sales company and the customer, or where an account is in default.

By completing and confirming the order, the customer accepts these general Terms & Conditions and therefore agrees to a contract of sale. These Terms & Conditions are binding for the customer, and exclude any additional or special clauses added without the express permission of the sales company.

This site and the contents therein are the property of LA COMPAGNIE DES ANIMAUX UK LTD, which is registered in England and Wales, and may not be reproduced in part or in whole without the written permission of the sales company or its authorised representative.

Proprietary Rights

 LA COMPAGNIE DES ANIMAUX UK Ltd is the owner or the licensee of all intellectual property rights in dogtor.vet, and in the material published on it. Those works are protected by copyright laws and treaties around Europe. All such rights are reserved.

Customers may print off one copy, and may download extracts, of any page(s) from our site for their personal reference.

Customers must not modify the paper or digital copies of any materials they have printed off or downloaded in any way, and they must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

The status of LA COMPAGNIE DES ANIMAUX UK LTD (and that of any identified contributors) as the authors of material on dogtor.vet must always be acknowledged.

Customers must not use any part of the materials on dogtor.vet for commercial purposes without obtaining a licence to do so.

If customers print off, copy or download any part of dogtor.vet in breach of these terms of use, the right to use the site will cease immediately. 

Our Products

The selection and purchase of goods/services is the responsibility of the customer and not the sales company, its associates or subsidiary or parent companies.

Products and services offered on this website comply with the established regulations and laws in England and Wales. LA COMPAGNIE DES ANIMAUX UK LTD, its associates and subsidiary and parent companies will not be held responsible for non-compliance with the legislation of the country where the products are delivered. It is the customer's responsibility to check with the local/in-country authorities concerning the legality or purchase and receipt of such products. 

Medicinal products on our website are sourced from registered UK veterinary wholesalers and are dispensed by qualified and registered veterinary surgeons. In order to ensure the correct medicines or preventative treatments are provided, you may be required to provide information to us about the pet you intend to treat. Prescription products will only be dispensed once a valid prescription from your own veterinary surgeon is provided to us. We reserve the right to contact your veterinary surgeon to check prescription details if necessary.

Photographs of products are non-contractual and LA COMPAGNIE DES ANIMAUX UK LTD accepts no responsibility for any discrepancy that may occur with re-styling, packaging or the contents of a product.

The products are guaranteed until the expiry date against manufacturing defects and against any malfunction under normal conditions of use and conservation. Faulty goods will be replaced or refunded. The warranty will not take effect in case of impact damage, misuse, improper storage or after expiry of the warranty period. Products must be returned by tracked prepaid delivery in their original packaging, accompanied by an explanatory note attached to the invoice, with regard with the instructions received from our after sales staff. 

The offers presented on this website are valid as long as the stock is available. If the product has sold out, the customer will be offered either a product exchange, or a full or partial refund.

Prices are quoted in British Pounds (GBP) and include all taxes of the country of delivery (VAT), but exclude shipping and delivery charges.

LA COMPAGNIE DES ANIMAUX UK LTD reserves the right to alter the price of a product at any time before the customer's order is accepted, depending upon supply and prevailing economic conditions and the pricing policy of the manufacturer(s). These charges are based upon the currency rates at the time that the customer makes a purchase.

In the case of a product which does not conform with the website's description, it can be returned to the sales company who will either exchange it or offer a refund.

Any such claim for exchange or refund must be made within 14 days of the delivery. Claims should be made by email to sales@dogtor.vet


All orders placed on the dogtor.vet website will receive an email confirming that the order has been accepted (subject to the products being available), at which point the sales contract will come into existence.

The order confirmation email will identify the customer and the order number. It will also confirm the price (including taxes) for each product ordered and the cost of postage/delivery. An electronic confirmation cannot be retracted.

LA COMPAGNIE DES ANIMAUX UK LTD reserves the right to refuse an order from a customer. 

It is the customer's responsibility to make sure that the delivery and payment information provided to the sales company is correct.

The Terms & Conditions constitutes the entire agreement between the parties. The customer acknowledges that it has not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of LA COMPAGNIE DES ANIMAUX UK LTD, which is not set out in these Terms & Conditions.


Shipping/delivery charges are paid for by the customer. These appear as a separate line item on your invoice. These costs are calculated by the delivery location and the size of the order.

Free of charge shipments will be processed by a courier decided by the sales company and at the discretion of the sales company.

Neither LA COMPAGNIE DES ANIMAUX UK LTD, nor the courier service will be held responsible for deliveries made to an incorrect location or any additional costs associated with a redirected delivery due to the customer providing incorrect or inaccurate delivery information.

Items shipped are at the recipient's risk. Deliveries not made, which are caused by circumstances beyond the control of sales company, its associates and subsidiary companies or parent companies (i.e. as described below in the section entitled "Force Majeure and Limitations of Liability") will not be eligible for reimbursement.

Please note: time of shipment and time of delivery are not the same thing:

Dogtor.vet will meet the stated deadlines for shipping, but these are not the same as delivery dates. Shipping involves dogtor.vet, whereas delivery time depends on the transporter or postal service. 

Shipping is normally 1-5 days from the date of acceptance of the order from dogtor.vet. If you are paying by money transfer, shipping will be delayed until the bank transfer is cleared. 

LA COMPAGNIE DES ANIMAUX UK LTD and dogtor.vet cannot be held responsible for delays, damage or loss during the process of shipment carried out by the courier.

When ordering goods from dogtor.vet for delivery overseas, you may be subject to import duties and taxes. Dogtor.vet has no control over these charges. The customer is responsible for any customs clearance fees. Customs policies vary widely from country to country and you should contact your local customs office for further information. It is also the case that cross border deliveries are subject to opening and inspecting by customs.

Additionally, please note that when ordering medicinal products from dogtor.vet, you are considered the importer of medicine and must comply with all laws and regulations of the country in which you are receiving the products.

Dogtor.vet does not guarantee that any products advertised on this website are appropriate for use or authorised in other locations. Those customers  who choose to access this Website from outside of the European Union or the EEA are responsible for compliance with local laws if and to the extent local laws are applicable.

Delays in delivery gives no entitlement to the consumer to seek reimbursement or compensation.

Always check your delivery on arrival. If at the time of delivery the original packaging is damaged (torn, open or crushed), then you should check the viability of the product. If the product is unusable or there is a problem, you need to contact us within 14 days at: sales@dogtor.vet.


Payment methods and conditions

The price charged to the customer is indicated on our order confirmation email and on our invoice. These costs are in British Pounds (GBP) and include all taxes (VAT). Shipping charges are indicated as a separate line item and are set at a flat rate depending on mode of delivery, location and order size.

Payment by credit card:

Accepted cards are : Visa, Maestro and MasterCard. Once the customer validates the order, approval must be given by the clearing agent. Once this has been done, the payment is considered to be made in full and a deduction will be set against your charge/credit card for the total of the invoice price. In the case of a decline, the order will be rejected and the customer will be notified by email. Furthermore, dogtor.vet reserves the right to refuse an order from a customer whose account is in dispute/default.


We offer Paypal as an easy and secure way to complete your transaction.

Cancellation & Refund

Cancellation prior to delivery: 

For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these Terms & Conditions.

Where the regulations apply, you may cancel your order for the products at any time within 14 days after the day on which the contract is entered into. Information on your right to cancel and a form of cancellation notice are provided with these Terms & Conditions. The right to cancel does not apply to products which are not suitable for return due to health protection or hygiene reasons.

Where you exercise your right of cancellation:

  • You must return the products to us without undue delay and no later than 14 days after the day on which you cancel the order.
  • You must pay the cost of returning the products to us.
  • We will reimburse all payments excluding any cost of postage.

As well as your rights under the Regulations we also offer goodwill refunds. You have a period of 14 days from the delivery of the product to return the product(s) for a refund without penalty (not including the cost of return postage,  which will be the customer's responsibility). This period of 14 days starts from the date the products are delivered. To exercise your right, you must send an email to us at the following address: sales@dogtor.vet.

LA COMPAGNIE DES ANIMAUX UK LTD will provide a goodwill refund provided the product is unused and the original packaging is intact along with either the shipping order or the purchase invoice - you will find these in the 'My Account' section of this website. Products that are returned as incomplete, damaged or soiled will not be accepted and no replacement/refund given. Allow 15 working days from receipt of the returned goods for your reimbursement to be made.

Returns should be sent to the following address :


Unit B7, Access 12
Station Road
Theale RG7 4PN

United Kingdom

Refund will be paid in the name of the ordering customer.

 Non-return of medicines:

 Due to regulatory law, LA COMPAGNIE DES ANIMAUX UK LTD cannot accept the return of any hygiene products or medication, including flea and worming treatment. Any return of such a medication will be disposed of, as the Company cannot resell it.

 Return of defective products :

 Where the products are defective they may be returned within 30 days of delivery, and you are entitled to receive replacement products or a refund of the price paid.

Force Majeure & Limitation of Liability

LA COMPAGNIE DES ANIMAUX UK LTD will not be held responsible for non-performance of the contract in case of shortage or unavailability, force majeure, disruption and total or partial strike of postal services and carriers, and/or failure in communications systems, flood or fire. Further, we cannot be held liable for damage to property of any kind whether tangible or intangible, which has/could have resulted from the customer misusing the products sold. The same is applicable to products that have a specification change made by the manufacturer. The liability of the sales company will be limited to the amount as stated on the order.

In the case of unavailability of the product ordered, LA COMPAGNIE DES ANIMAUX UK LTD will/can provide you with substitute products at an equivalent price. However, the customer has the option to request reimbursement of amounts already paid. The refund will be made within a maximum period of 30 days from the date of receipt of the order. Our offers are valid subject to availability of product from our suppliers.

We take reasonable care to provide accurate product descriptions on our website but we reserve the right to correct errors from time to time. Subject to this, the material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

Nothing in these Terms & Conditions affects your statutory rights. Advice about your legal rights is available from your local Citizens Advice Bureau or trading standards office. 

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraud or fraudulent misrepresentation or breach of the terms implied by section 12 of the Sale of Goods Act 1979, defective products under the Consumer Protection Act 1987; or any matter in respect of which it would be unlawful for us to exclude or restrict liability. 

In the event that you have obtained from a third party (i.e. not from us) a prescription for certain goods which you wish for us to supply to you, we, our employees and our agents exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party including without limitation any direct loss or Indirect loss in connection with our reliance on and supply of goods pursuant to such a prescription. You hereby acknowledge that you are solely responsible for ensuring that you are satisfied regarding the appropriateness of particular goods, correct use, storage, handling, waste disposal and correct administration of goods prior to their purchase as we will not carry out any investigations, and accept no responsibility for carrying out any investigations, regarding the suitability of any goods purchased pursuant to this clause.

Governing Law

 These Terms & Conditions, your use and access to the website and any contract brought into existence as a result of usage of this website are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection thereto shall be subject to the exclusive jurisdiction of the English Courts.

Use of your Personal Data

We use the personal data you provide to process orders, prepare invoices and deliver the products.

 We will share your personal data (in particular your name and address and the details of your order) with Royal Mail, Asendia and any drop ship company we may use from time to time for the purpose of dispatching orders directly to you. They are instructed by us to safeguard your personal data and use it only to dispatch orders to you and for no other purpose.

 Any lack of/error in information supplied could result in us rejecting or cancelling the order. 

 We also use the personal data you provide us to communicate new products and special offers to you.

 You have the right to ask us to provide you with the personal data we hold about you or, to rectify and/or delete it. We have notified our business to the ICO.

Under no circumstances will we share your email address or other personal data for advertising purposes, unless otherwise agreed by you when creating your account on the dogtor.vet website.

Data security

Neither we nor our subsidiary or parent companies nor any of the delivery and/or drop ship companies we may use from time to time hold your bank information. We have no access to information transmitted via PayPal or the Sherlock secure payment system.


For any complaints or queries about veterinary medicines or your order, please either:

email us at contact@dogtor.vet;

phone us on 01189 305 442; 

Or write to us at:

Dogtor Complaints/Queries,
Unit B7, Access 12,
Station Road
Reading, RG7 4PN
United Kingdom

For serious matters in relation to veterinary medicines, and only if the matter could not be satisfactorily resolved by us, click here to contact the VMD directly.

 If you suspect you or your animal has suffered an adverse reaction from a veterinary medicine, it is important to have this recorded. Please use this form to report the details to the Veterinary Medicines Directorate.