Main Menu

Terms & Conditions

Terms of Use

These Terms of Use, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, www.nupsala.com (“Our Site”). Please read these Terms of Use carefully and ensure that you understand them. Your agreement to comply with and be bound by these Terms of Use is deemed to occur upon your first use of Our Site and You will be required to read and accept these Terms of Use when signing up for an Account. If you do not agree to comply with and be bound by these Terms of Use, you must stop using Our Site immediately. These Terms of Use do not apply to the sale of goods. Please refer to our Terms of Sale tabs for more information.

1. Definitions and Interpretation

  1. In these Terms of Use, unless the context otherwise requires, the following expressions have the following meanings:
“Account”means an account required for a User to access and/or use certain areas of Our Site, as detailed in Clause 4;
“Content”means any and all text, images, audio, video, scripts, code, software, databases and any other form of information capable of being stored on a computer that appears on, or forms part of, Our Site;
“User”means a user of Our Site;
“User Content”means any content submitted to Our Site by Users including, but not limited to e.g. reviews, comments etc.
“We/Us/Our”means Nupsala Ltd, a limited company registered in England under company number 8054726, trading as Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG,
and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG

2. Information About Us

  1. Our Site is owned and operated by Nupsala LTD, a limited company registered in England under company number 8054726, trading as Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG
  2. Our VAT number is 142 7394 09.
  3. We are regulated by the Veterinary Medicines Directorate and the Medicine and Healthcare products Regulatory Agency.
  4. We are a registered veterinary practice (7322276) and governed by the Royal College of Veterinary Surgeons.

3. Access to Our Site

  1. Access to Our Site is free of charge.
  2. It is your responsibility to make any and all arrangements necessary in order to access Our Site.
  3. Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.

4. Accounts

  1. Certain parts of Our Site (including the ability to purchase goods from Us) may require an Account in order to access them.
  2. You may not create an Account if you are under 18 years of age.
  3. When creating an Account, the information you provide must be accurate and complete. If any of your information changes at a later date, it is your responsibility to ensure that your Account is kept up-to-date.
  4. We recommend that you choose a strong password for your Account, consisting of a combination of lowercase and uppercase letters, numbers, and symbols. It is your responsibility to keep your password safe. You must not share your Account with anyone else. If you believe your Account is being used without your permission, please contact Us immediately at info@nupsala.com. We will not be liable for any unauthorised use of your Account.
  5. You must not use anyone else’s Account.
  6. Any personal information provided in your Account will be collected, used, and held in accordance with your rights and Our obligations under the General Data Protection Regulation.
  7. If you wish to close your Account, you may do so at any time. Closing your Account will result in the removal of your information. Closing your Account will also remove access to any areas of Our Site requiring an Account for access.
  8. If you close your Account, any User Content, e.g. reviews, you have created on Our Site will be deleted. All personal information relating to your account will be deleted too.
    1. We will keep some personal details on record relating to orders placed. We will only use this data to contact you regarding the order, or if you contact us we will use the information to verify it is you contacting us. It will not be used for any other purpose.

5.  Intellectual Property Rights

  1. With the exception of User Content (see Clause 6), all Content included on Our Site and the copyright and other intellectual property rights subsisting in that Content, unless specifically labelled otherwise, belongs to or has been licensed by Us. All Content (including User Content) is protected by applicable United Kingdom and international intellectual property laws and treaties.
  2. Subject to sub-Clause/s 3 and 6 (below) you may not reproduce, copy, distribute, sell, rent, sub-license, store, or in any other manner re-use Content from Our Site unless given express written permission to do so by Us.
  3. You may:
    1. Access, view and use Our Site in a web browser (including any web browsing capability built into other types of software or app);
    2. Download Our Site (or any part of it) for caching;
    3. Print page(s) from Our Site;
    4. Download extracts from pages on Our Site; and
    5. Save pages from Our Site for later and/or offline viewing.
  4. Our status as the owner and author of the Content on Our Site (or that of identified licensors, as appropriate) must always be acknowledged.
  5. You may not re-use any Content printed, saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us (or our licensors, as appropriate) to do so. This does not prohibit the normal access, viewing and use of Our Site whether by business users or consumers.
  6. Nothing in these Terms of Use limits or excludes the fair dealing provisions of Chapter III of the Copyrights, Designs and Patents Act 1988 ‘Acts Permitted in Relation to Copyright Works’, covering, in particular, the making of temporary copies; research and private study; the making of copies for text and data analysis for non-commercial research; criticism, review, quotation and news reporting; caricature, parody or pastiche; and the incidental inclusion of copyright material.

6. User Content

  1. User Content on Our Site includes (but is not necessarily limited to) e.g. reviews, comments etc.
  2. An Account is required if you wish to submit User Content. Please refer to Clause 4 for more information.
  3. You agree that you will be solely responsible for your User Content. Specifically, you agree, represent, and warrant that you have the right to submit the User Content and that all such User Content will comply with Our Acceptable Usage Policy, detailed below in Clause 11.
  4. You agree that you will be liable to Us and will, to the fullest extent permissible by law, indemnify Us for any breach of the warranties given by you under sub-Clause 6.3. You will be responsible for any loss or damage suffered by Us as a result of such breach.
  5. You (or your licensors, as appropriate) retain ownership of your User Content and all intellectual property rights subsisting therein. When you submit User Content you grant Us an unconditional, non-exclusive, fully transferrable, royalty-free, perpetual, irrevocable, worldwide licence to use, store, archive, syndicate, publish, transmit, adapt, edit, reproduce, distribute, prepare derivative works from, display, perform and sub-licence your User Content for the purposes of operating and promoting Our Site. In addition, you also grant Other Users the right to copy and quote your User Content within Our Site.
  6. If you wish to remove User Content from Our Site, the User Content in question will be deleted. Please note, however, that caching or references to your User Content may not be made immediately unavailable (or may not be made unavailable at all where they are outside of Our reasonable control).
  7. We may reject, reclassify, or remove any User Content from Our Site where, in Our sole opinion, it violates Our Acceptable Usage Policy, or if We receive a complaint from a third party and determine that the User Content in question should be removed as a result.
  8. We are not responsible for the content or accuracy, or for any opinions, views, or values expressed in User Content. Any such opinions, views, or values are those of the relevant User and do not reflect Our opinions, views, or values in any way.

7. Links to Our Site

  1. You may link to Our Site provided that:
    1. you do so in a fair and legal manner;
    2. you do not do so in a manner that suggests any form of association, endorsement or approval on Our part where none exists;
    3. you do not use any logos or trademarks displayed on Our Site without Our express written permission; and
    4. you do not do so in a way that is calculated to damage Our reputation or to take unfair advantage of it.
  2. You may link to any page of Our Site.
  3. Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact Us at info@nupsala.com for further information.
    1. You may not link to Our Site from any other site the main content of which contains material that:
    2. is sexually explicit;
    3. is obscene, deliberately offensive, hateful or otherwise inflammatory;
    4. promotes violence;
    5. promotes or assists in any form of unlawful activity;
    6. discriminates against, or is in any way defamatory of, any person, group or class of persons, race, gender, religion, nationality, disability, sexual orientation, or age;
    7. is intended or is otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
    8. is calculated or is otherwise likely to deceive another person;
    9. is intended or is otherwise likely to infringe (or to threaten to infringe) another person’s privacy;
    10. misleadingly impersonates any person or otherwise misrepresents the identity or affiliation of a particular person in a way that is calculated to deceive (obvious parodies are not included in this definition provided that they do not fall within any of the other provisions of this sub-Clause 7.4);
    11. implies any form of affiliation with Us where none exists;
    12. infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, trademarks and database rights) of any other party; or
    13. is made in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.
  4. The content restrictions in sub-Clause 7.3 do not apply to content submitted to sites by other users provided that the primary purpose of the site accords with the provisions of sub-Clause 7.3. You are not, for example, prohibited from posting links on general-purpose social networking sites merely because another user may post such content. You are, however, prohibited from posting links on websites that focus on or encourage the submission of such content from users.

8. Links to Other Sites

  1. Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We neither assume nor accept responsibility or liability for the content of third-party sites. The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

9. Liability and Disclaimers

  1. Nothing on Our Site constitutes advice on which you should rely. It is provided for information purposes only. Professional or specialist advice should always be sought before taking any action on the basis of any information provided on Our Site.
  2. Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure.
  3. We make reasonable efforts to ensure that the Content on Our Site is complete, accurate, and up-to-date. We do not, however, make any representations, warranties or guarantees (whether express or implied) that the Content is complete, accurate, or up-to-date. Please note that this exception does not apply to information concerning goods for sale through Our Site. Please refer to Our Terms of Sale for more information. You can find our terms of sale in the tabs on this page.
  4. To the fullest extent permissible by law, We accept no liability to any User for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any Content (including User Content) included on Our Site.
  5. If you are a business user, We hereby exclude all implied conditions, warranties, representations or other terms that may apply to Our Site or Content. We will not be liable for any loss of profits, sales, business or revenue; loss of business opportunity, goodwill or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.
  6. If you are a consumer user, if, as a result of Our failure to exercise reasonable care and skill, any digital content from Our Site damages your device or other digital content belonging to you, you may be entitled to certain legal remedies. For more details on consumer rights, please contact your local Citizens Advice Bureau or Trading Standards Office.
  7. We neither assume nor accept responsibility or liability arising out of any disruption or non-availability of Our Site resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, natural events, acts of war, or legal restrictions and censorship.
  8. Nothing in these Terms of Use excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law.
  9. The limitations of liability included in this Clause 9 apply only to the use of Our Site and not to the sale of goods, which is governed separately by Our Terms of Sale.

10. Viruses, Malware and Security

  1. We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.
  2. You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.
  3. You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.
  4. You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.
  5. You must not attack Our Site by means of a denial of service attack, a distributed denial-of-service attack, or by any other means.
  6. By breaching the provisions of sub-Clauses 10.3 to 10.5, you may be committing a criminal offence under the Computer Misuse Act 1990. Any and all such breaches will be reported to the relevant law enforcement authorities and We will cooperate fully with those authorities by disclosing your identity to them. Your right to use Our Site will cease immediately in the event of such a breach.

11. Acceptable Usage Policy

  1. You may only use Our Site in a manner that is lawful and that complies with the provisions of this Clause 11. Specifically:
    1. you must ensure that you comply fully with any and all local, national or international laws and/or regulations;
    2. you must not use Our Site in any way, or for any purpose, that is unlawful or fraudulent;
    3. you must not use Our Site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware, or any other code designed to adversely affect computer hardware, software, or data of any kind; and
    4. you must not use Our Site in any way, or for any purpose, that is intended to harm any person or persons in any way.
  2. When submitting User Content (or communicating in any other way using Our Site), you must not submit, communicate or otherwise do anything that:
    1. is sexually explicit;
    2. is obscene, deliberately offensive, hateful or otherwise inflammatory;
    3. promotes violence;
    4. promotes or assists in any form of unlawful activity;
    5. discriminates against, or is in any way defamatory of, any person, group or class of persons, race, gender, religion, nationality, disability, sexual orientation or age;
    6. is intended or otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person;
    7. is calculated or is otherwise likely to deceive;
    8. is intended or otherwise likely to infringe (or threaten to infringe) another person’s right to privacy;
    9. misleadingly impersonates any person or otherwise misrepresents your identity or affiliation in a way that is calculated to deceive (obvious parodies are not included within this definition provided that they do not fall within any of the other provisions of this sub-Clause 11.2);
    10. implies any form of affiliation with Us where none exists;
    11. infringes, or assists in the infringement of, the intellectual property rights (including, but not limited to, copyright, patents, trademarks and database rights) of any other party; or
    12. is in breach of any legal duty owed to a third party including, but not limited to, contractual duties and duties of confidence.
  3. We reserve the right to suspend or terminate your access to Our Site if you materially breach the provisions of this Clause 11 or any of the other provisions of these Terms of Use. Specifically, We may take one or more of the following actions:
    1. suspend, whether temporarily or permanently, your Account and/or your right to access Our Site;
    2. remove any User Content submitted by you that violates this Acceptable Usage Policy;
    3. issue you with a written warning;
    4. take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach;
    5. take further legal action against you as appropriate;
    6. disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or
    7. any other actions which We deem reasonably appropriate (and lawful).
  4. We hereby exclude any and all liability arising out of any actions (including, but not limited to those set out above) that We may take in response to breaches of these Terms of Use.

12. Privacy and Cookies

  1. Use of Our Site is also governed by Our Cookie and Privacy Policies, available on the other tabs on this page. These policies are incorporated into these Terms of Use by this reference.

13. Changes to these Terms of Use

  1. We may alter these Terms of Use at any time. If We do so, details of the changes will be highlighted at the top of this page. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.
  2. In the event of any conflict between the current version of these Terms of Use and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

14. Contacting Us

  1. To contact Us, please email Us at info@nupsala.com or using any of the methods provided on Our contact page.

15. Communications from Us

  1. If We have your contact details (if, for example, you have an Account) We may from time to time send you important notices by email. Such notices may relate to matters including, but not limited to, service changes, changes to these Terms of Use, Our Terms of Sale, and changes to your Account.
  2. We will never send you marketing emails of any kind without your express consent. If you do give such consent, you may opt-out at any time. Any and all marketing emails sent by Us include an unsubscribe link. Email marketing options can also be changed by contacting us or clicking the unsubscribe link. If you opt-out of receiving emails from Us at any time, it may take up to 5 business days for Us to comply with your request. During that time, you may continue to receive emails from Us.
  3. For questions or complaints about communications from Us (including, but not limited to marketing emails), please contact Us at info@nupsala.com or using any of the methods provided on Our contact page.

16. Data Protection

  1. Any and all personal information that We may collect will be collected, used and held in accordance with the provisions of the General Data Protection Regulation and your rights and Our obligations under that Regulation.
    1. We may use your personal information to:
    2. Provide and administer your Account;
    3. Reply to any communications you send to Us;
    4. Send you important notices, as detailed in Clause 15;
    5. Notify you of details regarding your order and its delivery
  2. We will not pass on your personal information to any third parties other than the courier who will deliver your order.

17. Law and Jurisdiction

  1. These Terms of Use and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.
  2. If you are a business, any disputes concerning these Terms of Use, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.
  3. If you are a consumer, any disputes concerning these Terms of Use, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

These Terms of Sale, together with any and all other documents referred to herein, set out the terms under which Goods are sold by Us to consumers through this website, www.nupsala.com (“Our Site”). Please read these Terms of Sale carefully and ensure that you understand them before ordering any Goods from Our Site. You will be required to read and accept these Terms of Sale when ordering Goods. If you do not agree to comply with and be bound by these Terms of Sale, you will not be able to order Goods through Our Site. These Terms of Sale, as well as any and all Contracts, are in the English language only.

1. Definitions and Interpretation

  1. In these Terms of Sale, unless the context otherwise requires, the following expressions have the following meanings:
“Contract”means a contract for the purchase and sale of Goods, as explained in Clause 8;
“Goods”means the goods sold by Us through Our Site;
“Goodwill Guarantee”means the goodwill guarantee offered by Nupsala Ltd, a limited company registered in England under Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG,
which exists to enhance the legal rights of Our customers in the United Kingdom to change their mind and return Goods to Us;
“Order”means your order for Goods;
“Order Confirmation”means our acceptance and confirmation of your Order;
“Order Number”means the reference number for your Order; and
“We/Us/Our”means Nupsala Ltd, a limited company registered in England under company number 8054726, trading as Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG,
and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.

2. Information About Us

  1. Our Site www.nupsala.com is owned and operated by Nupsala Ltd, a limited company registered in England under company number 8054726, trading as Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.
  2. Our VAT number is 142 7394 09.
  3. We are regulated by the Veterinary Medicines Directorate and the Medicine and Healthcare products Regulatory Agency.
  4. We are a registered veterinary practice (7322276) and governed by the Royal College of Veterinary Surgeons.

3. Access to and Use of Our Site

  1. Access to Our Site is free of charge.
  2. It is your responsibility to make any and all arrangements necessary in order to access Our Site.
  3. Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.
  4. Use of Our Site is subject to our Website Terms of Use. Please ensure that you have read them carefully and that you understand them.

4. Restrictions

  1. Consumers may only purchase Goods through Our Site if they are a licenced and registered veterinary surgeon or medical practitioner.
  2. The following Goods may only be purchased by consumers above the age of 18. We are not permitted by law to supply these Goods to anyone below the age of 18:
    1. Pharmaceutical drugs
    2. Surgical veterinary equipment
  3. Goods ordered through Our Site will only be delivered to the registered address listed by the  licenced and registered veterinary surgeon or medical practitioner with the appropriate national authority.

5. Business Customers

These Terms of Sale do not apply to customers purchasing Goods in the course of business. If you are a business customer, please consult our Business Terms of Sale on the next tab.

6. International Customers

Please note that We only sell prescription only medicines to customers in the United Kingdom. We can only accept orders from or deliver to, customers outside the United Kingdom for products that are not classified as prescription only medicines.

7. Goods, Pricing and Availability

  1. We make all reasonable efforts to ensure that all descriptions and graphical representations of Goods available from Us correspond to the actual Goods. Please note, however, the following:
    1. Images of Goods are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays and lighting conditions;
    2. Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of Goods may vary.
    3. Due to the nature of the Goods sold through Our Site, there may be up to a 2% variance in the size or weight of those Goods between the actual Goods and the description.
  2. Please note that sub-Clause 7.1 does not exclude Our responsibility for mistakes due to negligence on Our part and refers only to minor variations of the correct Goods, not to different Goods altogether. Please refer to Clause 11 if you receive incorrect Goods (i.e. Goods that are not as described).
  3. Where appropriate, you may be required to select the required size, model, or number of the Goods that you are purchasing.
  4. We cannot guarantee that Goods will always be available. Stock indications are provided on Our Site, however, such indications may not be accurate as some orders are processed offline and the system may take a few hours to update.
  5. Minor changes may, from time to time, be made to certain Goods between your Order being placed and Us processing that Order and dispatching the Goods, for example, to reflect changes in relevant laws and regulatory requirements, or to address particular technical or security issues. Any such changes will not change any main characteristics of the Goods and will not normally affect your use of those Goods. However, if any change is made that would affect your use of the Goods, suitable information will be provided to you.
  6. We make all reasonable efforts to ensure that all prices shown on Our Site are correct at the time of going online. We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary. All pricing information is reviewed and updated every three months. Changes in price will not affect any order that you have already placed (please note sub-Clause 7.9 regarding VAT, however).
  7. All prices are checked by Us before We accept your Order. In the unlikely event that We have shown incorrect pricing information, We will contact you in writing to inform you of the mistake. If the correct price is lower than that shown when you made your Order, we will simply charge you the lower amount and continue processing your Order. If the correct price is higher, We will give you the option to purchase the Goods at the correct price or to cancel your Order (or the affected part of it). We will not proceed with processing your Order in this case until you respond. If We do not receive a response from you within 7 days, We will treat your Order as cancelled and notify you of this in writing.
  8. In the event that the price of Goods you have ordered changes between your Order being placed and Us processing that Order and taking payment, you will be charged the price shown on Our Site at the time of placing your Order.
  9. All prices on Our Site include VAT. If the VAT rate changes between your Order being placed and Us taking payment, the amount of VAT payable will be automatically adjusted when taking payment.
  10. Delivery charges are not included in the price of Goods displayed on Our Site. For more information on delivery charges, please refer to our delivery information page. Delivery options and related charges will be presented to you as part of the order process.

8. Orders – How Contracts Are Formed

  1. Our Site will guide you through the ordering process. Before submitting your Order you will be given the opportunity to review your Order and amend it. Please ensure that you have checked your Order carefully before submitting it.
  2. If, during the order process, you provide Us with incorrect or incomplete information, please contact Us as soon as possible. If We are unable to process your Order due to incorrect or incomplete information, We will contact you to ask to correct it. If you do not give us the accurate or complete information within a reasonable time of Our request, We will cancel your Order and treat the Contract as being at an end. If We incur any costs as a result of your incorrect or incomplete information, We may pass those costs on to you.
  3. No part of Our Site constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that We may, at Our sole discretion, accept. Our acknowledgement of receipt of your Order does not mean that we have accepted it. Our acceptance is indicated by Us sending you an Order Confirmation by email. Only once We have sent you an Order Confirmation will there be a legally binding Contract between Us and you.
  4. Order Confirmations shall contain the following information:
    1. Your Order Number;
    2. Confirmation of the Goods ordered including full details of the main characteristics of those Goods;
    3. Fully itemised pricing for the Goods ordered including, where appropriate, taxes, delivery and other additional charges;
    4. Estimated delivery date(s) and time(s) (details sent electronically by our courier once we dispatch your order).
  5. We will also include a paper copy of the Order Confirmation with your Goods.
  6. In the unlikely event that We do not accept or cannot fulfil your Order for any reason, We will explain why in writing. No payment will be taken under normal circumstances. If We have taken payment any such sums will be refunded to you as soon as possible and in any event within 14 days.
  7. Any refunds due under this Clause 8 will be made using the same payment method that you used when ordering the Goods.

9. Payment

  1. Payment for Goods and related delivery charges must always be made in advance unless, you are on agreed account terms, and you will be prompted to pay during the order process. Your chosen payment method will not be charged until We dispatch your Goods.
  2. We accept the following methods of payment on Our Site:
    1.  All major credit and debit cards;
    2. PayPal;

10. Delivery, Risk and Ownership

  1. All Goods purchased through Our Site will normally be delivered within 3 calendar days after the date of Our Order Confirmation unless otherwise agreed or specified during the Order process (subject to delays caused by events outside of Our control, for which see Clause 14).
  2. If We are unable to deliver the Goods on the delivery date, the following will apply:
    1. If no one is available at your delivery address to receive the Goods and the Goods cannot be posted through your letterbox or left in a safe place nominated by you, We will leave a delivery note explaining how to rearrange delivery or where to collect the Goods;
    2. If you do not collect the Goods or rearrange delivery within 14 days, We will contact you to ask you how you wish to proceed. If we cannot contact you or arrange redelivery or collection, We will treat the Contract as cancelled and recover the Goods. If this happens, you will be refunded the purchase price of the Goods themselves, but not the cost of delivery. We may also bill you for any reasonable additional cost that we incur in recovering the Goods.
  3. In the unlikely event that We fail to deliver the Goods within 3 calendar days of Our Order Confirmation (or as otherwise agreed or specified as under sub-Clause 10.1), if any of the following apply you may treat the Contract as being at an end immediately:
    1. We have refused to deliver your Goods; or
    2. In light of all relevant circumstances, delivery within that time period was essential; or
    3. You told Us when ordering the Goods that delivery within that time period was essential.
  4. If you do not wish to cancel under sub-Clause 10.3 or if none of the specified circumstances apply, you may specify a new (reasonable) delivery date. If We fail to meet the new deadline, you may then treat the Contract as being at an end.
  5. You may cancel all or part of your Order under sub-Clauses 10.3 or 10.4 provided that separating the Goods in your Order would not significantly reduce their value. Any sums that you have already paid for cancelled Goods and their delivery will be refunded to you within 14 days. Please note that if any cancelled Goods are delivered to you, you must return them to Us or arrange with Us for their collection. In either case, We will bear the cost of returning the cancelled Goods.
  6. Delivery shall be deemed complete and the responsibility for the Goods will pass to you once We have delivered the Goods to the address including, where relevant, any alternative address you have provided.
  7. Please note we do not currently offer same day delivery, this is however something that we are looking into implementing in the future and we will update these Terms and Conditions once this is in place.
  8. You can arrange for a vet or an appointed vet nurse to collect your order from our premises, they will be required to show Photo ID on arrival.
  9. Ownership of the Goods passes to you once we have received payment in full of all sums due (including any applicable delivery charges).
  10. Any refunds due under this Clause 10 will be made using the same payment method that you used when ordering the Goods.

11. Faulty, Damaged or Incorrect Goods

  1. By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect (or incorrectly priced) Goods, please contact Us at info@nupsala.com as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement. Your available remedies will be as follows:
    1. Beginning on the day that you receive the Goods (and ownership of them) you have a 7 calendar day right to reject the Goods and to receive a full refund if they do not conform as stated above.
    2. If you do not wish to reject the Goods, or if the 7 calendar day rejection period has expired, you may request a repair of the Goods or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund. If you request a repair or replacement during the 7 calendar day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 calendar days remain out of the original period, it will be extended to 7 calendar days.
    3. If, after a repair or replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund.
    4. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.
    5. Within a period of six years after you have received the Goods (and ownership of them), if the Goods do not last a reasonable length of time, you may be entitled to a partial refund. Please be aware that after six months have passed since you received the Goods, the burden of proof will be on you to prove that the defect or non-conformity existed at the time of delivery.
  2. Please note that you will not be eligible to claim under this Clause 11 if We informed you of the fault(s), damage or other problems with the Goods before you purchased them (and it is because of the same issue that you now wish to return them); if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 11 merely because you have changed your mind. If you are a consumer in the European Union you have a legal right to a 14 calendar day cooling-off period within which you can return Goods for this reason. Please refer to Clause 12 for more details.
  3. To return Goods to Us for any reason under this Clause 11, please visit the returns page on Our Site <> to complete a returns form. We will be fully responsible for the costs of returning Goods under this Clause 11 and will reimburse you where appropriate.
  4. Refunds (whether full or partial, including reductions in price) under this Clause 11 will be issued within 14 calendar days of the day on which We agree that you are entitled to the refund.
  5. Any and all refunds issued under this Clause 11 will include all delivery costs paid by you when the Goods were originally purchased.
  6. Refunds under this Clause 11 will be made using the same payment method that you used when ordering the Goods.
  7. For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.

12. Cancelling and Returning Goods if You Change Your Mind

  1. If you are a consumer you have a legal right to a “cooling-off” period within which you can cancel the Contract for any reason. This period begins once your Order is complete and We have sent you your Order Confirmation, i.e. when the Contract between you and Us is formed. You may also cancel for any reason before We send the Order Confirmation.
  2. If the Goods are being delivered to you in a single instalment (whether single or multiple items), the legal cooling-off period ends 7 calendar days after the day on which you (or someone you nominate) receive(s) the Goods.
  3. If the Goods are being delivered in separate instalments on separate days, the legal cooling-off period ends 7 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of Goods.
  4. If you wish to exercise your right to cancel under this Clause 12, you must inform Us of your decision within the cooling-off period. You may do so in any way you wish, however for your convenience a cancellation function in your Account page on Our Site. Cancellation by email or by post is effective from the date on which you send Us your message. Please note that the cooling-off period lasts for whole calendar days. If, for example, you send Us an email or letter by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted. If you would prefer to contact Us directly to cancel, please use the following details:
    1. Telephone: 01865 922227
    2. Email: info@nupsala.com
    3. Post: Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RGIn each case, providing Us with your name, address, email address, telephone number, and Order Number.
  5. We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however please note that you are under no obligation to provide any details if you do not wish to.
  6. Please note that you may lose your legal right to cancel under Clause 12 in the following circumstances:
    1. If the Goods are sealed for health or hygiene reasons and you have unsealed those Goods after receiving them;
    2. If the Goods consist of sealed items and you have unsealed the Goods after receiving them;
    3. If the Goods are likely to deteriorate quickly, for example food;
    4. If the Goods have been personalised or custom-made for you;
    5. If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
  7. Please ensure that you return Goods to Us no more than 7 calendar days after the day on which you have informed Us that you wish to cancel under this Clause 12.
  8. You may return Goods to Us by post or another suitable delivery service of your choice to Our returns address at Returns Department, Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG. Please visit the returns page on Our Site here to complete a returns form to arrange for a collection and return. Please note that you must bear the costs of returning Goods to Us if cancelling under this Clause 12. We will also charge you the direct cost to Us of collection if you request that We collect the Goods from you. The cost of returning Goods to Us should not normally exceed the cost of having them originally delivered to you if you use the same carrier.
  9. Refunds under Clause 12 will be issued to you within 14 calendar days of the following:
    1. The day on which We receive the Goods back; or
    2. The day on which you inform Us (supplying evidence) that you have sent the Goods back (if this is earlier than the day under sub-Clause 12.9.1); or
    3. If We have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel the Contract.
  10. Refunds under Clause 12 may be subject to deductions in the following circumstances:
    1. Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them (e.g. no more than would be permitted in a shop). Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled excessively.
    2. Standard delivery charges will be reimbursed in full as part of your refund. Please note, however, that We cannot reimburse for premium delivery. We will only reimburse the equivalent standard delivery costs when issuing refunds under Clause 12. We are required by law to reimburse standard delivery charges (or the equivalent) only.
  11. Refunds under Clause 12 will be made using the same payment method that you used when ordering the Goods.

13. Our Liability to Consumers

  1. We will be responsible for any foreseeable loss or damage that you may suffer as a result of Our breach of these Terms of Sale (or the Contract) or as a result of Our negligence. Loss or damage is foreseeable if it is an obvious consequence of Our breach or negligence or if it is contemplated by you and Us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.
  2. We only supply goods for domestic and private use by consumers. We make no warranty or representation that the Goods are fit for commercial, business or industrial use of any kind (including resale). We will not be liable to you for any loss of profit, loss of business, interruption to business, or for any loss of business opportunity.
  3. Nothing in these Terms of Sale seeks to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
  4. Nothing in these Terms of Sale seeks to exclude or limit your legal rights as a consumer. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.

14. Events Outside of Our Control (Force Majeure)

  1. We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
  2. If any event described under this Clause 14 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms of Sale:
    1. We will inform you as soon as is reasonably possible;
    2. We will take all reasonable steps to minimise the delay;
    3. To the extent that we cannot minimise the delay, Our affected obligations under these Terms of Sale (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
    4. We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
    5. If the event outside of Our control continues for more than 30 days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible and in any event within 14 days of the date on which the Contract is cancelled;
    6. If an event outside of Our control occurs and continues for more than 30 days and you wish to cancel the Contract as a result, you may do so in any way you wish, however for your convenience We offer a cancellation form on Our Site in the my account page. If you would prefer to contact Us directly to cancel, please use the following details:
      1. Telephone: 01865 922227
      2. Email: nupsala.cominfo@nupsala.com
      3. Post: Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RGIn each case, providing Us with your name, address, email address, telephone number, and Order Number. Any refunds due to you as a result of such cancellation will be paid to you as soon as is reasonably possible and in any event within 14 days of the date on which the Contract is cancelled.

15. Communication and Contact Details

  1. If you wish to contact Us with general questions or complaints, you may contact Us by telephone at 01865 922227, by email at info@nupsala.com, or by post at Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.
  2. For matters relating the Goods or your Order, please contact Us by telephone at 01865 922227, by email at info@nupsala.com, or by post at Nupsala, 37 Pate Road, Leicester road Industrial Estate, Melton Mowbray, LE13 0RG
  3. For matters relating to cancellations, please contact Us by telephone at 01865 922227, by email at info@nupsala.com, by post at Nupsala, Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG, or refer to the relevant Clauses above.

16. Complaints and Feedback

  1. We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
  2. All complaints are handled in accordance with Our complaints handling policy and procedure, available from <> and <> respectively.
  3. If you wish to give Us feedback on any aspect of your dealings with Us, please contact Us in one of the following ways:
  4. In writing, addressed to Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG
  5. By email, addressed to Dispensary Feedback at info@nupsala.com
  6.  Using Our complaints form, following the instructions included with the form;
  7. By contacting Us by telephone on 01865 922227

17. How We Use Your Personal Information (Data Protection)

  1. All personal information that We may collect (including, but not limited to, your name, address and telephone number) will be collected, used and held in accordance with the provisions of the General Data Protection Regulation 2018 and your rights under that Regulation.
  2. We may use your personal information to:
    1. Provide Our Goods and services to you;
    2. Process your Order (including payment) for the Goods; and
    3. Inform you of new products and/or services available from Us (if you opt or have previously opted to receive it). You may request that We stop sending you this information at any time.
  3. In certain circumstances (if, for example, you wish to purchase Goods on credit), and with your consent, We may pass your personal information on to credit reference agencies. These agencies are also bound by the General Data Protection Regulation 2018 and should use and hold your personal information accordingly.
  4. We will not pass on your personal information to any third parties without first obtaining your express permission.

18. Other Important Terms

  1. We may transfer (assign) Our obligations and rights under these Terms of Sale (and under the Contract, as applicable) to a third party (this may happen, for example, if We sell Our business). If this occurs, you will be informed by Us in writing. Your rights under these Terms of Sale will not be affected and Our obligations under these Terms of Sale will be transferred to the third party who will remain bound by them.
  2. You may transfer (assign) the benefit of Our Goodwill Guarantee in Clause 12 to any person to whom you transfer ownership of the Goods after you have completed purchasing the Goods from Us (for example, by selling the Goods to that person or giving them the Goods as a gift). We may require that person to provide reasonable evidence that they are now the legal owner of the Goods in question.
  3. You may not transfer (assign) your other obligations and rights under these Terms of Sale (and under the Contract, as applicable) without Our express written permission.
  4. The Contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms of Sale. This is subject to sub-Clause 18.2 and any purchaser to whom the guarantee has been transferred under that sub-Clause will be entitled to enforce the guarantee.
  5. If any of the provisions of these Terms of Sale are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms of Sale. The remainder of these Terms of Sale shall be valid and enforceable.
  6. No failure or delay by Us in exercising any of Our rights under these Terms of Sale means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms of Sale means that We will waive any subsequent breach of the same or any other provision.
  7. We may revise these Terms of Sale from time to time in response to changes in relevant laws and other regulatory requirements. If We change these Terms of Sale as they relate to your Order, We will give you reasonable advance notice of the changes and provide details of how to cancel if you are not happy with them. If you do opt to cancel, you must return any affected Goods you have already received and we will arrange for a full refund (including delivery charges) which will be paid within 14 days of your cancellation.

19. Law and Jurisdiction

  1. These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.
  2. If you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 19.1 above takes away or reduces your rights as a consumer to rely on those provisions.
  3. If you are a consumer, any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
  4. If you are a business, any disputes concerning these Terms and Conditions, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the non-exclusive jurisdiction of the courts of England & Wales.

These Terms of Sale set out the terms under which Goods are sold by Us to business customers through this website, www.nupsala.com (“Our Site”). Please read these Terms of Sale carefully and ensure that you understand them before ordering any Goods from Our Site. You will be required to read and accept these Terms of Sale when ordering Goods. If you do not agree to comply with and be bound by these Terms of Sale, you will not be able to order Goods through Our Site. These Terms of Sale, as well as any and all Contracts, are in the English language only.

1. Definitions and Interpretation

  1. In these Terms of Sale, unless the context otherwise requires, the following expressions have the following meanings:
“Contract”means a contract for the purchase and sale of Goods, as explained in Clause 7;
“Goods”means the goods sold by Us through Our Site;
“Order”means your order for Goods;
“Order Confirmation”means Our acceptance and confirmation of your Order;
“Order Number”means the reference number for your Order; and
“We/Us/Our”Nupsala Ltd, a limited company registered in England under company number 8054726, trading as Nupsa, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.

2. Information About Us

  1. Our Site is owned and operated by Nupsala Ltd, a limited company registered in England under company number 8054726, trading as Nupsala, whose registered address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG
  2. Our VAT number is 142 7394 09.
  3. We are regulated by the Veterinary Medicines Directorate and the Medicine and Healthcare products Regulatory Agency.
  4. We are a registered veterinary practice (7322276) and governed by the Royal College of Veterinary Surgeons.

3. Access to and Use of Our Site

  1. Access to Our Site is free of charge.
  2. It is your responsibility to make any and all arrangements necessary in order to access Our Site.
  3. Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period.
  4. Use of Our Site is subject to Our Website Terms of Use. Please ensure that you have read them carefully and that you understand them.

4. Business Customers and Consumers

  1. These Terms of Sale apply to business customers only. These Terms of Sale do not apply to individual consumers purchasing Goods for personal use (that is, not in connection with, or for use in, their trade, business, craft, or profession). If you are a consumer, please consult Our Consumer Terms of Sale on the other tab.
  2. These Terms of Sale constitute the entire agreement between Us and you with respect to your purchase of Goods from Us. You acknowledge that you have not relied upon any statement, representation, warranty, assurance, or promise made by or on behalf of Us that is not set out in these Terms of Sale and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based upon any statement herein.

5. International Customers

Please note that We only sell prescription only medicines to customers in the United Kingdom. We can only accept orders from or deliver to, customers outside the United Kingdom for products that are not classified as prescription only medicines.

6. Goods, Pricing and Availability

  1. We make all reasonable efforts to ensure that all descriptions and graphical representations of Goods available from Us correspond to the actual Goods. Please note, however, the following:
    1. Images of Goods are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in device displays and lighting conditions;
    2. Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of Goods may vary.
    3. Due to the nature of the Goods sold through Our Site, there may be up to a 2% variance in the size or weight of those Goods between the actual Goods and the description.
  2. Please note that sub-Clause 6.1 does not exclude Our responsibility for mistakes due to negligence on Our part and refers only to minor variations of the correct Goods, not to different Goods altogether. Please refer to Clause 10 if you receive incorrect Goods (i.e. Goods that are not as described).
  3. Where appropriate, you may be required to select the required size, model, or number, of the Goods that you are purchasing.
  4. We cannot guarantee that Goods will always be available. Stock indications are provided on Our Site, however, such indications may not be accurate as some orders are processed offline and the system may take a few hours to update.
  5. Minor changes may, from time to time, be made to certain Goods between your Order being placed and Us processing that Order and dispatching the Goods, for example, to reflect changes in relevant laws and regulatory requirements, or to address particular technical or security issues. Any such changes will not change any main characteristics of the Goods and will not normally affect your use of those Goods. However, if any change is made that would affect your use of the Goods, suitable information will be provided to you.
  6. In some cases, as explained in the description of Goods on Our Site, more significant changes may be made to the Goods. If any such changes are made and will affect your Order, We will notify you in writing before the changes take effect and you will be given an opportunity to cancel your Order (or the affected part thereof), and We will issue a refund for any Goods paid for but not received.
  7. We make all reasonable efforts to ensure that all prices shown on Our Site are correct at the time of going online. We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary. All pricing information is reviewed and updated every three months. Changes in price will not affect any order that you have already placed (please note sub-Clause 6.10 regarding VAT, however).
  8. All prices are checked by Us before We accept your Order. In the unlikely event that We have shown incorrect pricing information, We will contact you in writing to inform you of the mistake. If the correct price is lower than that shown when you made your Order, We will simply charge you the lower amount and continue processing your Order. If the correct price is higher, We will give you the option to purchase the Goods at the correct price or to cancel your Order (or the affected part of it). We will not proceed with processing your Order in this case until you respond. If We do not receive a response from you within 7 days, We will treat your Order as cancelled and notify you of this in writing.
  9. In the event that the price of Goods you have ordered changes between your Order being placed and Us processing that Order and taking payment, you will be charged the price shown on Our Site at the time of placing your Order.
  10. Prices on Our Site are shown inclusive of any VAT. If the VAT rate changes between your Order being placed and Us taking payment, the amount of VAT payable will be automatically adjusted when taking payment.
  11. Delivery charges are not included in the price of Goods displayed on Our Site. For more information on delivery charges, please refer to. Delivery options and related charges will be presented to you as part of the order process.

7. Orders – How Contracts Are Formed

  1. Our Site will guide you through the ordering process. Before submitting your Order you will be given the opportunity to review your Order and amend it. Please ensure that you have checked your Order carefully before submitting it.
  2. If, during the order process, you provide Us with incorrect or incomplete information, please Contact Us as soon as possible. If We are unable to process your Order due to incorrect or incomplete information, We will contact you to ask to correct it. If you do not give Us the accurate or complete information within a reasonable time of Our request, We will cancel your Order and treat the Contract as being at an end. If We incur any costs as a result of your incorrect or incomplete information, We may pass those costs on to you.
  3. No part of Our Site constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that We may, at Our sole discretion, accept. Our acknowledgement of receipt of your Order does not mean that We have accepted it. Our acceptance is indicated by Us sending you an Order Confirmation by email. Only once We have sent you an Order Confirmation will there be a legally binding Contract between Us and you.
  4. Order Confirmations shall contain the following information:
    1. Your Order Number;
    2. Confirmation of the Goods ordered including full details of the main characteristics of those Goods;
    3. Fully itemised pricing for the Goods ordered including, where appropriate, taxes, delivery and other additional charges;
    4. Estimated delivery dates and times (details sent electronically by our courier once we dispatch your order).
  5. We will also include a paper copy of the Order Confirmation with your Goods.
  6. In the unlikely event that We do not accept or cannot fulfil your Order for any reason, We will explain why in writing. No payment will be taken under normal circumstances. If We have taken payment any such sums will be refunded to you as soon as possible and in any event within 14 days.
  7. Any refunds due under this Clause 7 will be made using the same payment method that you used when ordering the Goods.

8. Payment

  1. Payment for Goods and related delivery charges must always be made in advance and you will be prompted to pay during the order process.
  2. Payment must be made in full for your Order, without any set-off, counterclaim, deduction, or withholding (except where any deduction or withholding of tax is required by law).
  3. We accept the following methods of payment on Our Site:
    1. All major credit and debit cards;
    2. PayPal;
    3. Bank transfer (BACS)

9. Delivery, Risk and Ownership

  1. All Goods purchased through Our Site will normally be delivered within 7 calendar days after the date of Our Order Confirmation unless otherwise agreed or specified during the Order process (subject to delays caused by events outside of Our control, for which see Clause 12).
  2. If We are unable to deliver the Goods on the delivery date, the following will apply:
    1. If no one is available at your delivery address to receive the Goods and the Goods cannot be posted through your letterbox or left in a safe place nominated by you, our delivery partner will leave a delivery note explaining how to rearrange delivery or where to collect the Goods;
    2. If you do not collect the Goods or rearrange delivery within 7 days, We will contact you to ask you how you wish to proceed. If We cannot contact you or arrange redelivery or collection, We will treat the Contract as cancelled and recover the Goods. If this happens, you will be refunded the purchase price of the Goods themselves, but not the cost of delivery. We may also bill you for any reasonable additional cost that We incur in recovering the Goods.
  3. In the unlikely event that We fail to deliver the Goods within 7 calendar days of Our Order Confirmation (or as otherwise agreed or specified as under sub-Clause 10.1), if any of the following apply you may treat the Contract as being at an end immediately:
    1. We have refused to deliver your Goods; or
    2. In light of all relevant circumstances, delivery within that time period was essential; or
    3. You told Us when ordering the Goods that delivery within that time period was essential.
  4. If you do not wish to cancel under sub-Clause 9.3 or if none of the specified circumstances apply, you may specify a new (reasonable) delivery date. If We fail to meet the new deadline, you may then treat the Contract as being at an end.
  5. You may cancel all or part of your Order under sub-Clauses 9.3 or 9.4 provided that separating the Goods in your Order would not significantly reduce their value. Any sums that you have already paid for cancelled Goods and their delivery will be refunded to you within 7 days. Please note that if any cancelled Goods are delivered to you, you must return them to Us or arrange with Us for their collection. In either case, We will bear the cost of returning the cancelled Goods.
  6. Delivery shall be deemed complete once We have delivered the Goods to the address including, where relevant, any alternative address you have provided.
  7. Please note we do not currently offer same day delivery, this is however something that we are looking into implementing in the future and we will update these Terms and Conditions once this is in place.
  8. You can arrange for a vet or an appointed vet nurse to collect your order from our premises, they will be required to show Photo ID on arrival.
  9. Ownership of the Goods passes to you once We have received payment in full of all sums due (including any applicable delivery charges).
  10. Responsibility for (the risk in) the Goods will pass to you when delivery is complete, as defined in sub-Clause 9.6.
  11. Any refunds due under this Clause 9 will be made using the same payment method that you used when ordering the Goods.

10. Faulty, Damaged or Incorrect Goods

  1. We warrant that the Goods, on delivery, and for a period of 7 days thereafter (the “Warranty Period”) shall be as described; be free from material defects in design, material, and workmanship; be of satisfactory quality (as defined in the Sale of Goods Act 1979); and be fit for any purpose described by Us.
  2. If any Goods you have purchased do not comply, subject to sub-Clause 10.3 and your compliance with sub-Clauses 10.2.1 to 10.2.3, We shall, at Our option, repair the affected Goods, replace them, or issue you with a full refund for the price of the affected Goods. The following conditions shall apply:
    1. You must give Us written notice of the non-compliance during the Warranty Period within a reasonable time of discovering it;
    2. You must return the Goods in question to Us at Our expense (see sub-Clause 10.6 for more information); and
    3. You must give Us a reasonable opportunity to examine the Goods in question.
  3. We will not be liable for any non-compliance with the provisions of sub-Clause 10.1 of any Goods if any of the following apply:
    1. You have made any further use of the affected Goods after giving Us written notice of the non-compliance under sub-Clause 10.2.1;
    2. The non-compliance has arisen as a result of your failure to follow Our instructions on the correct usage, maintenance, installation or storage of the affected Goods or, where no instructions are provided, your failure to follow good trade practice with respect to the same;
    3. The non-compliance has arisen as a direct result of any information (incorrect or otherwise) provided by you to Us;
    4. You have made any unauthorised alterations or repairs to the affected Goods; or
    5. The non-compliance is the result of normal wear and tear, deliberate damage, negligence, or abnormal or unsuitable working conditions.
  4. The terms of this Clause 10 shall also apply to any Goods which are repaired or replaced by Us under sub-Clause 10.2.
  5. Except as provided in this Clause 10, We shall have no further liability to you with respect to Goods which do not comply with sub-Clause 10.1.
  6. To return Goods to Us for any reason under this Clause 10, please contact Us at info@nupsala.com to arrange for a collection and return. We will be fully responsible for the costs of returning Goods under this Clause 10 and will reimburse you where appropriate.
  7. Refunds (whether full or partial) under this Clause 10 will be issued within 14 days of the day on which We agree that you are entitled to the refund.
  8. Any and all refunds issued under this Clause 10 will include all delivery costs paid by you when the Goods were originally purchased.
  9. Refunds under this Clause 10 will be made using the same payment method that you used when ordering the Goods.

11. Our Liability

  1. Subject to sub-Clause 11.4, We will not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, interruption to business, for any loss of business opportunity, or for any indirect or consequential loss arising out of or in connection with any contract between you and Us.
  2. Subject to sub-Clause 11.4, Our total liability to you for all other losses arising out of or in connection with any contract between you and Us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be either 100% of the total sums paid by you for the Goods under the contract in question, whichever is the greater sum.
  3. Except to the extent expressly set out in sub-Clause 10.1, the terms implied by Sections 13 to 15 of the Sale of Goods Act 1979 and by Sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
  4. Nothing in these Terms of Sale seeks to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); for fraud or fraudulent misrepresentation; for breach of the terms implied by Section 12 of the Sale of Goods Act 1979 or Section 2 of the Supply of Goods and Services Act 1982; for defective products under the Consumer Protection Act 1987; or for any other matter in respect of which liability cannot be excluded or restricted by law.

12. Events Outside of Our Control (Force Majeure)

  1. We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
  2. If any event described under this Clause 12 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms of Sale:
    1. We will inform you as soon as is reasonably possible;
    2. We will take all reasonable steps to minimise the delay;
    3. To the extent that We cannot minimise the delay, Our affected obligations under these Terms of Sale (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
    4. We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
    5. If the event outside of Our control continues for more than 30 days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible and in any event within 14 days of the date on which the Contract is cancelled and will be made using the same payment method that you used when ordering the Goods;
    6. If an event outside of Our control occurs and you wish to cancel the Contract as a result, you may do so in any way you wish, however for your convenience We offer a cancellation option in the Account area on Our Site. If you would prefer to contact Us directly to cancel, please use the following details:
      1. Telephone: 01865 922227
      2. Email: info@nupsala.com
      3. Post: Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RGIn each case, providing Us with your name, address, email address, telephone number, and Order Number. Any refunds due to you as a result of such cancellation will be paid to you as soon as is reasonably possible and in any event within 14 days of the date on which the Contract is cancelled and will be made using the same payment method that you used when ordering the Goods.

13. Communication and Contact Details

  1. If you wish to contact Us with general questions or complaints, you may contact Us by telephone at 01865 922227, by email at info@nupsala.com or by post at Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.
  2. For matters relating the Goods or your Order, please contact Us by telephone at 01865 922227, by email at info@nupsala.com, or by post at 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG
  3. For matters relating to cancellations, please contact Us by telephone at 01865 922227, by email at info@nupsala.com, by post at Nupsala, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG, or refer to the relevant Clauses above.

14. Complaints and Feedback

  1. We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
  2. All complaints are handled in accordance with Our complaints handling policy and procedure, available from <> and <> respectively.
  3. If you wish to give Us feedback on any aspect of your dealings with Us, please contact Us in one of the following ways:
  4. In writing, addressed to Nupsala Feedback, 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG
  5. By email, addressed to Nupsala Feedback at info@nupsala.com
  6. By contacting Us by telephone on 01865 922227

15. How We Use Your Personal Information (Data Protection)

  1. All personal information that We may collect (including, but not limited to, your name, address and telephone number) will be collected, used and held in accordance with the provisions of the General Data Protection Regulation 2018 and your rights under that Regulation.
  2. We may use your personal information to:
    1. Provide Our Goods and services to you;
    2. Process your Order (including payment) for the Goods; and
    3. Inform you of new products and/or services available from Us (if you opt or have previously opted to receive it). You may request that We stop sending you this information at any time.
  3. In certain circumstances (if, for example, you wish to purchase Goods on credit), and with your consent, We may pass your personal information on to credit reference agencies. These agencies are also bound by the Data Protection Act 1998 and should use and hold your personal information accordingly.
  4. We will not pass on your personal information to any third parties without first obtaining your express permission.

16. Other Important Terms

  1. We may transfer (assign) Our obligations and rights under these Terms of Sale (and under the Contract, as applicable) to a third party (this may happen, for example, if We sell Our business). If this occurs, you will be informed by Us in writing. Your rights under these Terms of Sale will not be affected and Our obligations under these Terms of Sale will be transferred to the third party who will remain bound by them.
  2. You may not transfer (assign) your obligations and rights under these Terms of Sale (and under the Contract, as applicable) without Our express written permission.
  3. The Contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms of Sale.
  4. If any of the provisions of these Terms of Sale are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms of Sale. The remainder of these Terms of Sale shall be valid and enforceable.
  5. No failure or delay by Us in exercising any of Our rights under these Terms of Sale means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms of Sale means that We will waive any subsequent breach of the same or any other provision.
  6. We may revise these Terms of Sale from time to time in response to changes in relevant laws and other regulatory requirements. If We change these Terms of Sale as they relate to your Order, We will give you reasonable advance notice of the changes and provide details of how to cancel if you are not happy with them. If you do opt to cancel, you must return any affected Goods you have already received and We will arrange for a full refund (including delivery charges) which will be paid within 14 days of your cancellation and will be made using the same payment method that you used when ordering the Goods.

17. Law and Jurisdiction

  1. These Terms of Sale, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.
  2. Any disputes concerning these Terms of Sale, the relationship between you and Us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nupsala aims to provide quality products and services which will meet and exceed your expectations. It is however possible that an occasion may arise where Nupsala is responsible for delivering a damaged/incorrect order or you, the customer, may feel a product is no longer needed.

1. Unwanted Items

Cancellation Policy

In the event that you decide that you no longer require any or all items and wish to cancel your order, cancellations can be made until the point of dispatch of the product. For cancellations, please telephone customer services on 01865 922228, confirmation of the order being cancelled will be given to you over the phone. Do not email your cancellation. Please note for cold chain products that cannot be returned, it is important that cancellation is made before the product is dispatched otherwise cancellation or return is not permitted.  Once the products have been dispatched, cancellations are not permitted, please see returns policy.

Returns Policy

In the event you no longer require any or all of the items delivered to you, Nupsala will allow you to return items providing this is done within 7 working days of the date of delivery. PLEASE NOTE COLD CHAIN PRODUCTS CANNOT BE RETURNED. If you are returning unwanted items then please contact Nupsala via email and send us the following information:-

  1. Your Name
  2. Your Order Number
  3. Full Contact Details
  4. A list of the products you wish to return
  5. Information on temperature storage conditions for the duration the product has been with you

Or you can fill in our returns form.

Returned orders should be returned to Nupsala at the customer’s expense.

2. Damaged Items

Nupsala aims to provide an exceptional level of quality and service to our customers. However, we understand that on occasions damages can occur during transit. We advise the customer to check for any damaged items immediately upon receiving their goods. If damages are found then please contact Nupsala within 7 working days of the day of delivery via email so we can rectify the problem quickly and efficiently.

Upon contacting us, please send us the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. A full description of the damages
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of receiving a damaged item, Nupsala will refund all postage and packaging costs incurred to the customer when sending the entire order back to us.

3. Incorrect items

In the unfortunate case that Nupsala has sent the wrong order then we will require you to return the entire order to us in its original state. Furthermore, upon sending us your entire order it is also necessary for you to contact us via email and provide us with the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are incorrect
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of an incorrect item, Nupsala will refund all postage and packaging costs incurred to the customer when sending the entire order back to us for correction.

4. Missing items

In the unfortunate case that Nupsala has delivered an order with items missing we recommend that the customer checks through the packaging thoroughly and checks items received against the accompanying invoice. If the customer is positive that part of an order is missing then we will require you to send us your entire order in its original state to Nupsala and for you to contact us within 3 working days of delivery via email so that we can rectify the problem quickly and efficiently.

When contacting us we will require the following information:-

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are missing
  5. Whether you require a refund or a replacement

Or you can fill in our returns form.

In the event of a missing item, Nupsala will refund all postage and packaging costs incurred to the customer when sending the entire order back to Nupsala for correction.

5. How to return orders

All returns are evaluated before being processed. Nupsala will not accept returns without prior approval from ourselves. Once a return is approved you will be given a returns authorisation number. After a number has been assigned to your order, the customer must return the items from the order or the entire order in exactly the same condition it was delivered in with a clear note in or on the packaging with the returns authorisation number. Please do not put the returns number on the product.

Transportation: Returns authorised by Nupsala at Nupsala’s expense will use the same courier the order was delivered and organised by Nupsala. In the event products are being returned to Nupsala at the customers expense you will need to use an authorised courier/ transport method for shipment of pharmaceuticals or Nupsala can organise this for you and administer the cost against your account.

IT IS IMPORTANT THAT PRODUCTS ARE KEEP AND TRANSPORTED TO ENSURE THE PRODUCTS ARE MAINTAINED AT THE REQUIRED TEMPERATURE.

Returns sent without an authorisation number will not be processed. They will either be returned to you at your expense or if the sender is unknown the return may be destroyed.

After assessing the products, Nupsala will contact the supplier to organise a refund where applicable.

When a refund has been agreed upon, the refund will be made in the same method that was used to pay for the order. Nupsala are unable to refund any balance into any other account. Please allow for 7 working days for refunds. Your statutory rights are not affected.

Nupsala aims to provide quality products and services. However, it is possible that an occasion may arise where we are responsible for delivering damaged or incorrect items in your order or you, the customer, may feel that the order is no longer needed. In these instances, you may be entitled to a full or partial refund.

1. Cancelled Orders

If your order hasn’t been shipped and you wish to cancel your order, you are entitled to a full refund, unless otherwise stated. If you wish to cancel your order after it has been shipped, you will need to follow our returns policy for unwanted items.

Due to the nature of our industry, some products may not be eligible for a refund. We will make sure that these products are identified to you during the order process.

2. Damaged Items

When an item arrives to you damaged you may be entitled to a full refund. Please follow our returns policy for damaged items.

3. Incorrect items

If your order arrives with incorrect items, you may be entitled to a full refund. Please follow our returns policy for incorrect items.

4. Missing items

If your order arrives with items that are missing, you may be entitled to a full refund. Please follow our returns policy for missing items.

5. How refunds are returned

Refunds will be made by the same method which you used to pay for your order. We are unable to send a refund to an alternative payment method. Once agreed a refund will be processed and should be back into your account within 7 working days.

If after 7 working days you have not received your refund please contact us by email to info@nupsala.com and quote your order number.

Prescription products (POM-V) are clearly labelled at the time of ordering and we can only supply prescription products with a copy of a written prescription from your veterinary surgeon.

Prescription products are sent via tracked and signed delivery method. Please ensure that someone is at the delivery address to receive the order.

Due to the nature of these products some prescription items are non-returnable. Please contact us if you have any questions regarding this.

1. Regulation

We are registered as a Veterinary Wholesaler and our authorisation number is: WDA5226 and with the Medicine and Healthcare products Regulatory Agency authorisation number WDA(H)48189.

Our WQP and RP (Wholesaler Qualified Person and Responsible Person) is Greg McGarrell 

Owner & Registered Business Address

The owner of the business is Nupsala Ltd:

37 Pate Road,
Leicester Road Industrial Estate,
Melton Mowbray,
Leicestershire,
LE13 0RG

Company No. 8054726
VAT No. 142739409
Company Registered in England

2. Veterinary Medicines Directorate

The Veterinary Medicines Directorate (VMD) is the government agency responsible for issues concerning the use and manufacture of veterinary medicines in the UK.

The Summary of Product Characteristics (SPCs) for all the medicinal products sold on this site are available from the Veterinary Medicine’s Directorate Product Information Database.

3. Adverse Reactions

No effective medicine is risk free and all medicines have the potential to cause adverse effects. Some of the adverse effects are known about when a veterinary medicine is first licensed, but those which occur rarely or are specific for certain breeds or groups of animals only come to light later when the products are used more widely.

In the event of an adverse reaction to any medicinal product, it should be reported to the Veterinary Medicines Directorate using this form, you should also report it to your vet.

4. Guidance For Animals Owners

For guidance and advice for animal owners please visit the Department for Environment, Food and Rural Affairs (DEFRA) website.

5. Complaints About Veterinary Medicine

If you have a complaint about veterinary medicine that you do not feel that Nupsala resolved satisfactorily, you can contact the VMD.

I am a

Veterinary Surgeon
Physiotherapist
Main Menu

©Copyright Nupsala 2024

Created & Powered by Codesky