Customer Care

Frequently Asked Questions


Q: How do I place an order?

PDSA Pet Store is our online shop which we sell our PDSA Vet Care products through.

To place an order:

  • Log in. The first step in placing an order is to log in by clicking on the My account button and entering your registered email address and password. If you have not yet created an account, just follow the instructions in the How can I create an account? section below.

  • Search for your products. There are several ways for you to find the product you are looking for. You can:
    • Browse by categories using the menu on the left or use the search tab on the top right hand corner of the page.
    • Use the search field on the top right hand corner of the page. You can search by brand name (e.g. PDSA Vet Care), by product name (eg: PDSA Vet Care Joint Care for Cats), a part of the name (e.g: Joint Care), or by product type (eg: shampoo). If you cannot find it straight away, please try reducing the number of words you enter or try key words such as those mentioned above.
    • You can search by category using the menu on the left. For example, 'Supplement' or 'the brand PDSA Vet Care' and the animal 'Cat'.

  • Select your products. When you find a product that interests you in the Available Products list you can click on the View details button to see a larger image, a full description of the product and a list of the different sizes that the product comes in. Hovering your mouse over the product image will display a larger version and clicking on the image will open an even larger image in a new window. To add a product to your basket, choose the size you require (if there are multiple sizes available), enter the quantity you require and press the Add to basket button. You can then search again as detailed above and add as many products as you wish to your basket.

  • Access your basket. When you are ready, click on the 'Secure Checkout' button to proceed with placing your order.

  • Choose your delivery option. You may have the option of either collecting your order from the Practice or having it delivered to an address of your choice. If you choose the former option, you will be prompted to choose the practice branch which you would like to collect the order from. If you choose the latter, you can either use a delivery address already linked to your account or enter a new one but remember to add a contact telephone number and any delivery instructions if necessary.

  • Payment. Our payments are handled by PayPal, the world renowned secure payment site where you can pay with a credit or debit card or with a PayPal account. Once your payment has been made please make sure you click the link returning you to the PDSA Pet Store.

  • Your order number. Once your order is confirmed, you will be given an order number which you should quote in any correspondence with us about the order. Your order number will also appear on the confirmation email you receive from us, moments after you have successfully placed the order.

  • Order History. You can access any information regarding your order at any time, by simply clicking on the 'My Orders' button under the banner.

  • Cancel your order. Once your order has been created and approved, you will only be able to cancel it if you contact us on the same day. If you placed your order during the weekend, you will need to contact us on the Monday at latest.

My Account

Q: Why should I create an account?

You will need to create an account before you can place an order. After creating this account, you will easily be able to check your order history, access all your personal details and place a new order with only a few clicks

Q: How can I create an account?

To create an account please click on the My Account button under the banner and then click on the Register button. You will be prompted to enter some details about yourself including a billing address. The email address you supply will become the username that you need to enter when you wish to login to your account. Please make sure you have access to this email address as, when you submit this form, we will send you an email containing a link which you need to follow to verify your registration. We will also use this email address to send you order confirmations and allow you to reset your password if you forget it. Please remember that the site is case sensitive and you will need to enter your email address and password as you set them when you create your account.

Q: How do I access my account?

From the front page, simply click on the My Account button under the banner or the 'Login' link at the top right of the screen.

In the left panel (Registered Users), enter your username and password and click 'Login'. Once you are logged in you will be able to:

  • Edit all your personal details and change your password
  • Edit your personal contact details (address, phone, email address)
  • Maintain an address book of shipping addresses
  • Review your previous orders and check their current status

Q: What is my Login?

Your Login is the email address that you provided to us when you registered with us. If you have more than one email address, try them all.

If you really can’t remember which email address it was, send us an email with your full name and address and we will do our best to find out and send you your login email address as soon as possible.

Q: Can I change my Login?

You can edit your login email address by logging in to your account and editing your Contact and billing details. If you have forgotten your password please see the separate FAQ below.

Q: I have changed email address; how can I access my account?

You can still login to your account using the email address that you have registered with us, but once logged in you should update your login email address by editing your Contact and billing details within the My Account section. This is important so that you can continue to receive order confirmation emails and reset your password should you forget it in the future.

Q: I have lost my password, what should I do?

If you have lost your password, please click the 'My Account' button, and then click on the 'Forgotten Password?' link. You will be prompted to enter your login email address and the text that you see in the security image. You will then be sent an email containing a secure link which you must click on or paste into your web browser. You will then be able to reset your password; after which you will be sent an email confirming that it has been successfully updated.

Q: How can I change my password?

You can modify your password by logging into your account and in the left menu, click on 'Change my password'.

Q: My new password does not work

It may be because you are trying to login with the wrong login email address or you have mistyped either the email address or the password. Please remember passwords are case sensitive and double check to make sure your keyboard Caps Lock is not on.

Your login email address is the email address that you provided when you registered with us. So try your normal email address or if you have more than one email address, try them all.

If you really can’t remember which email address it was, send us an email with your full name and address (the billing address you registered with us) and we will do our best to send you your login email address as soon as possible.

Q: I would like to modify one of my addresses

You can easily do this by logging in to your account then in the left menu click on 'Address book'. All the addresses you have saved with is will be listed in the address book. Click on the Edit button of the address you want to modify, make the required changes and click on the Save Address button.

Alternatively, you can add a new address by going to the Address book page and clicking the Add New Address button.

Q:I would like to modify my login email address

You can easily do this by logging in to your account and then editing your Contact and billing details within the My Account section. The email address listed in the Contact and billing details section is the one you use to login with.

Returns and refunds

Q: Returning a product, how does it work?


We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.

If we made a mistake (for example if we sent you the wrong product) we will accept returns for replacement if notified within 7 working days of the order being received.

Other Products:

If for whatever reason you are not satisfied with any other item you have purchased from us, you may return it if you notify us within 7 working days of receiving it. The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. We only accept returns for products that have been purchased through us.

If for any reason your return is a result of an error on our part, it will be accepted if we receive the product within 30 days of the order and you notify us within 7 working days of receiving your order.

Any return which does not meet the conditions set forth above will not be refunded or replaced.

Q: I am still waiting for my refund, what should I do?

Delays may occur in the reception of a refund, depending on your bank. If the funds have not appeared on your account within 10 working days after notification of the refund, please do not hesitate to contact our customer care team who will investigate thoroughly for you.


We ensure that our customers are at the centre of everything that we do; therefore we take complaints very seriously and want to hear from you if you have experienced any issues. Please contact us via our contact page. Complaints are dealt with Monday to Friday, during office hours. We aim to respond to your complaint within two working days keeping you up to date until a satisfactory resolution has been agreed upon. If we fail to resolve your complaint then please click here where you can register the complaint directly on the VMD Website. For complaints about the dispensing of pharmaceutical items your complaint will be passed on to our Pharmacist David Pack. When dealing with pharmaceutical complaints we work to the standards laid down by our professional body the General Pharmaceutical Council (GPhC). If you experience an adverse reaction to a veterinary product then please let us know, you can also log this directly at the Adverse Reaction page on the VMD website.

About Veterinary Medicines

Q: How do I know I am buying authorised veterinary medicines?

As a pet owner you'll want to be sure that the medicines you're giving to your animal are safe, effective and legal. Buying your veterinary medicines from us, a VMD-accredited internet retailer, you can be sure that:

We are a UK-based retailer and authorised to sell veterinary medicines.
We only supply veterinary medicines that are authorised in the UK, meaning they're proven to be safe and effective when used as directed.

The VMD is the UK government agency responsible for the controls on veterinary medicines in the UK, including their authorisation, manufacture and supply.

Adverse reactions to a veterinary medicine can be reported to the VMD's Suspected Adverse Reaction Scheme.

If you would like some more information on a product or would like to view the Summary of Product Characteristics (SPC's) for all medicinal products available on our website you can use the VMD's Product Information Database.

Q: What is Prescription Misuse?

It is an offence to:

1. Alter a prescription issued by a vet, pharmacist or SQP e.g.

  • change the date the prescription was signed;
  • change the quantity of the product;
  • include additional medicines.

2. Fraudulently produce a prescription e.g.

  • forge a prescription;
  • forge the signature of a vet, pharmacist or SQP;
  • send the sample prescription to multiple retailers.

Our RQP carefully checks all prescriptions and will report suspected prescription misuse to the VMD or the police.


We dispense through Animal Prescription Limited. The premises reference number is 1115452. You can verify this information by accessing the General Pharmaceutical Council (GPhC). Our Responsible Qualified Person (RQP) is David Pack (MRPharmS). Reference number 2024578. This information can be verified by accessing General Pharmaceutical Council (GPhC).
Registered Business Address of Animal Prescriptions Limited:
Centaur House

Torbay Road Castle Cary Somerset BA7 7EU

Our policies

Contact us

T: 0800 917 2509 for customer care team


A: Whitechapel Way
Shropshire TF2 9PQ


We do understand that you may want, at times, to return an item that you have purchased from us. We endeavour to make this process as quick and as convenient for you as possible.

For further information on returns or to request a refund or a return, please telephone or email us using the contact details on our Contact Us page.


We regret that we cannot, by law, accept the return of any pharmaceuticals (including all flea treatments and wormers) except to correct an error in dispatch or in response to an Official Recall.

If you do return a pharmaceutical item to us we will be happy to dispose of this for you, but unfortunately we cannot offer you a refund.

If we made a mistake (for example if we sent you the wrong product or the incorrect quantity) we will accept returns providing you have notified us within seven working days of receiving your order.

All other purchases

If for whatever reason you are not satisfied with any other item you have purchased from us, you may return it if you notify us within seven working days of receiving it. The product must be returned in its original packaging, unopened and in a re-saleable condition. We will only accept returns for products that have been purchased through our online shop.

If an item arrives damaged, or if your return is a result of an error on our part, we will refund or resend the item upon receipt of the damaged or incorrect product within 30 days of the order.

Any return which does not meet these conditions will not be refunded or replaced. Your statutory rights are not affected by our returns policy.

Privacy Policy

PDSA PetAid Enterprises Ltd Privacy and Cookies Policy

PDSA PetAid Enterprises Ltd ("we", "us", "our") is committed to protecting and respecting your privacy.

This privacy (and cookies) policy ("Policy") governs the collection, storage and use of personal information collected by us via this webshop at ("Webshop"). It provides you with details about the personal information we collect from you, how we use your personal information and your rights to control personal information we hold about you. Please read this Policy carefully - by accessing or browsing this Webshop you confirm that you have read, understood and agree to this Policy in its entirety. If you do not agree to this Policy in its entirety, you must not use this Webshop.

This Policy was last updated on 24/01/2013. Please check back regularly to keep informed of updates to this Policy.

We and other members of our group own, host, maintain and operate additional websites and properties, including the website located at via which you may have accessed this Webshop. This policy does not apply to these other websites and properties which are subject to separate terms and polices.

Who we are

PDSA PetAid Enterprises Ltd is a company registered in England and Wales (registration number 04374375), whose registered office is at PDSA Head Office, Whitechapel Way, Priorslee, Telford, TF2 9PQ.

We respect your right to privacy and will only process personal information you provide to us in accordance with the Data Protection Act 1998, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and other applicable privacy laws.

If you have any questions about how we collect, store and use personal information, or if you have any other privacy-related questions, please contact us by any of the following means:

  • phone us at 01952 290999
  • e-mail us at or
  • write to us at PDSA Administration Centre, Prospect House, North Hylton Road, Sunderland, SR5 3AD.

A quick word about children

We do not and will not knowingly collect information from any unsupervised child under the age of 18. If you are under the age of 18, you may not use this Webshop unless you have the consent of, and are supervised by, a parent or guardian.

The personal information we collect about you

When you access and browse this Webshop (including when you submit personal information to us through data entry fields on the Webshop), we may collect the following information from you:

  • your name;
  • your postal address;
  • your phone and e-mail details;
  • your payment method details;
  • details of any purchases that you make; and
  • if you contact us, we may keep a record of that correspondence.

How we may store and use your information

We (or third party data processors and subcontractors acting on our behalf) may collect, store and use your personal information listed above for the following purposes:

  • to make this Webshop available to you;
  • to complete any purchases you make through this Webshop;
  • to notify you about changes to the Webshop;
  • where you have given us your consent, to disclose your personal information to carefully chosen third parties (such as suppliers and manufacturers of goods for example) so that they may contact you (including by SMS and e-mail) with products and services which they think may interest you, and otherwise use the data in the way that you have consented to.

We will not disclose, sell or rent your personal information to any other third party unless you have consented to this. If you do consent but later change your mind, you may contact us and we will cease any such activity.

However, if a third party acquires all (or substantially all) of our business and/or assets, we may disclose your personal information to that third party in connection with the acquisition. We may also disclose your personal information where we are required to do so by applicable law, by a governmental body or by a law enforcement agency.

Finally, we may also collect anonymised details about visitors to our Webshop for the purposes of aggregate statistics or reporting purposes. However, no single individual will be identifiable from the anonymised details we collect for these purposes.

International transfers

We may transfer personal information that we collect from you to third party data processors located in countries that are outside of the European Economic Area in connection with the above purposes. Please be aware that countries which are outside the European Economic Area may not offer the same level of data protection as the United Kingdom, although our collection, storage and use of your personal data will continue to be governed by this privacy policy.


This Webshop uses cookies to collect information about you and distinguish you from other users of the Webshop. A cookie is a small file of letters and numbers that we put on your computer. The use of these cookies helps us to provide you with a good experience when you browse our Site and also allows us to improve our Site.

The cookies we use are:

  • temporary cookies - they allow us to remember the items you have placed in your shopping basket and only operate for the session during which you visit the Web Shop; and
  • where you have consented to such use, permanent cookies - these allow us to remember your username and password when you come back to the Web Shop.

For further information about cookies, including how to refuse cookies, please visit


Whilst we take appropriate technical and organisational measures to safeguard the personal information that you provide to us, no transmission over the internet can ever be guaranteed secure. Consequently, please note that we cannot guarantee the security of any personal information that you transfer over the internet to us.

Your rights

You have the following rights:

  • the right to ask us to provide you with copies of personal information that we hold about you at any time, subject to a fee specified by law (currently £10);
  • the right to ask us to update and correct any out-of-date or incorrect personal information that we hold about you free of charge; and
  • the right to opt out of any marketing communications that we (or any third party to whom we have disclosed your personal information with your consent) may send you.

If you wish to exercise any of the above rights, please write to us (either by post or by e-mail) at the address specified above.

Terms and Conditions

Webshop Terms and Conditions

These terms and conditions ("Terms") describe the basis for the purchase by you and sale by us of the goods described on this webshop (the "Webshop").

1. About Us

In these Terms, "we" "us" and "our" means PDSA PetAid Enterprises Ltd (company number 04374375), whose registered office is at PDSA Head Office, Whitechapel Way, Priorslee, Telford, TF2 9PQ. (Our VAT number is 794013920.)

If you have any questions, complaints or comments about the goods then please contact us on

If you have any queries about how we use your personal data please contact Click here to read our Privacy Policy.

We and other members of our group own, host, maintain and operate additional websites and properties, including the website located at via which you may have accessed this Webshop. These Terms do not apply to these other websites and properties which are subject to separate terms of use.

2. Formation of agreement

2.1 An agreement for us to sell you goods is made on the basis of these Terms when we accept your order for goods through the Webshop. You should keep a copy of these Terms for future reference. Click here to print. We will not always file a copy of any orders made by you.

2.2 The description of the goods, price, currency, VAT, insurance and delivery costs are set out in the order page of the Webshop.

3. Orders

3.1 Orders shall be accepted at our sole discretion but are normally accepted if the goods are available, the order reflects current pricing, and your payment method is authorised for the transaction. Acceptance is also dependant on our suppliers supplying us with the goods.

3.2 The price quoted to you at the time we confirm your order shall remain valid for 14 days from that time. If the price has increased in between the expiry of that period and the delivery date, we will first confirm with you by e-mail that the new price is acceptable before continuing.

3.3 We will confirm receipt and acceptance of your order through our automatic screen confirmation of the order. We may also follow this up with a confirmatory e-mail.

4. Registration, Passwords and Security

4.1 As part of your order, you will be asked to set-up a password and user name. You are responsible for maintaining the confidentiality of your password and user name and are responsible for all activities that are carried out under them. We do not have the means to check the identities of people using the Webshop and will not be responsible for losses suffered by you where your password or user name is used by someone else unless this is due to our negligence. You agree to notify us immediately by email to or by phone on 01952 290999 if you become aware of or suspect any unauthorised use of your password or user name.

4.2 E-mails to you shall be to the address you specify to us. It is important that you give us an accurate and valid e-mail address and tell us of any changes to it.

5. Your promises to us

5.1 You confirm to us that:

a. you are over 18;

b. all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your personal details at any time by amending your account details at My Account; and

c. you will comply with the restrictions on your orders for goods as set out in these Terms.

5.2 When purchasing veterinary medicines you confirm to us that:

a. when purchasing veterinary medicines the medicines are for use on your own animal only and will not be resold;

b. the medicines will be used according to the product’s authorisation which can be found on the VMD’s Product Information Database; and

c. you know how to use the product, or if you are unsure, will contact your vet for advice on how to use the product.

6.Your conduct

6.1 You agree that in using the Webshop you will not:

a. use the Webshop for any unlawful purpose;

b. use the Webshop in any way that interrupts, damages, impairs or renders the Webshop less efficient;

c. transfer files that contain viruses, trojans or other harmful programs; and/or

d. access or attempt to access the accounts of other users or to penetrate or attempt to penetrate the Webshop security measures;

6.2 We reserve the right to suspend, restrict or terminate your access to the Webshop at any time without notice if we have reasonable grounds to believe you have breached any of these restrictions. This shall not limit our right to take any other action against you that we consider appropriate to defend our rights or those of any other person.

6.3 If we take legal action against you for non-payment or any other breach of these Terms and a court makes an award in our favour you will be responsible for all costs allowable by the Courts.


7.1 Payment for the goods and related costs will be due at the time we accept your order.

7.2 You confirm to us that the payment method that is being used is yours. If your payment provider refuses to authorise payment we will not accept your order and we will not be responsible for any non-delivery of the goods. We are not responsible for your payment provider charging you as a result of our processing of your payment in accordance with your order.

7.3 If you fail to pay us within the time stipulated above, we shall be entitled to charge you interest at 4 % above the base rate at the relevant time of HSBC Bank plc. Such interest shall accrue daily and be compounded monthly. In addition, we may suspend your access to and ordering goods from the Webshop.

8.Delivery Dates

8.1 Unless we specify otherwise, delivery dates will always be within 3-5 business days. However, all delivery dates are given only for general guidance and we will not be held liable in any way for late delivery of goods.

9. Method/Failed Delivery

9.1 We shall attempt to deliver the goods to the address you specify for delivery. It is important that these addresses supplied by you to us are accurate.

10. Your rights

10.1 You have certain rights under the law. These include:

a. that any goods supplied by us will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Webshop;
b. certain remedies if goods are defective; and
c. a right to cancel your order within seven working days beginning after the day on which you receive the goods, and to receive a full refund, even if the goods are not defective. This right is subject to certain conditions and exceptions (see 'Return of non-faulty goods below')

Nothing in these Terms is intended to affect your statutory rights. For more information about your statutory rights contact your local Citizens Advice Bureau or Trading Standards Officer.

11.Return of non-faulty goods

11.1 We hope that you will be happy with your purchase of goods from us. If not, you have the right to return the goods to us and receive a full refund provided that:

a. you notify us in writing that you are cancelling your purchase no later than the seventh working day after the day on which you received your goods;
b. you have taken reasonable care of the goods prior to return;
c. you may give us notice of cancellation by any written means (including email, fax letter), but it will speed up the process for you and us if you contact us via email at;
d. you will be responsible for the cost of returning the goods to us, unless they are faulty, incorrect or misdescribed; and
e. please return the goods in suitable packaging to ensure they reach us in good condition.

We will refund the purchase price and original delivery charge of any goods returned no later than 30 days from the day when you give us notice of cancellation.

Please note that if you fail to take reasonable care of returned goods, or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer. Please also note that you do not have the right to return perishable goods, unless they are faulty or have been misdescribed.

12.Return of faulty goods

12.1 If the goods are faulty or do not meet the description given on the Webshop at the time you placed the order, please contact us as soon as possible on or 01952 290999. We will refund the purchase price, delivery charge and any reasonable costs you incur in returning to us.

We recommend that returned products are sent via an insured, traceable service.

13.Manufacturer's Recalls

In the rare event that a manufacturer wishes to recall any goods we have sold to you, we will contact you to discuss the appropriate steps that we and you need to take.

14. Access to the Webshop and content

14.1 We are continually improving our goods and Webshop, so specifications or design changes may be made at any time. We shall use reasonable commercial endeavours to keep the Webshop up to date but information and specifications given are for your information only and are subject to change without notice.

14.2 We try to ensure that pictures of the goods on the Webshop are as accurate as possible, but there are technical limitations and slight variations in colour and texture between the pictures and the goods themselves must be expected.

14.3 We will endeavour to allow uninterrupted access to the Webshop, but access may be suspended, restricted or terminated at any time.

15. Scope of advertisements

15.1 The content of the Webshop is directed primarily at those who access the site from the United Kingdom and the Channel Islands. We make no representation or warranty that any goods referred to in the Webshop are available or are otherwise suitable for use outside the United Kingdom and the Channel Islands.

16. Ownership

16.1 You will only own the goods once they have been successfully delivered and when we have received cleared payment for them in full. Until that time we will retain title to the goods. Goods supplied are not for resale.

17. Liability

17.1 If you have a valid claim in respect of any of the goods which is based on any defect in the quality or condition of the goods or their failure to meet specification in accordance with these Terms, we shall be entitled to replace the goods (or the faulty part in question) free of charge or, at our sole discretion, refund to you the price of the goods (or a proportionate part of the price).

17.2 We will take all reasonable care to keep your order secure, but in the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any data (including credit and account details) you provide when accessing or ordering from the Webshop.

17.3 If we breach these Terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering into these Terms.

17.4 We are not responsible for:

a. losses not caused by our breach;
b. indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time of entering into these Terms, for example loss of profits or loss of opportunity; and/or
c. failure to provide the goods or to meet any of our obligations under these Terms where such failure is due to events beyond our control.

17.5 Our aggregate liability to you in connection with these Terms shall not exceed the value of the goods ordered by you.

17.6 Notwithstanding anything else in these terms and conditions, we accept unlimited liability in respect of human death or personal injury caused by our negligence.

18. Intellectual property

18.1 The intellectual property rights in the material contained in the Webshop, together with the website design, text and graphics and their selection and arrangement and all software compilations, underlying source code and software (including applets) belongs to us and/or our licensors. All rights are reserved. None of this material may be reproduced (including by downloading or printing) or redistributed without our written permission.

19. General

19.1 If you have a complaint, please e-mail us at

19.2 If you breach these Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms.

19.3 If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

19.4 These Terms are not intended to give rights to anyone except you and us.

19.5 We will do our best to resolve any disputes over these Terms. If you wish to take court proceedings against us you must do so within the United Kingdom. Relevant United Kingdom law will apply