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Terms and Conditions

Welcome to Direct Online Deals Ltd T/A VitalityCare; registered in England & Wales under company number 12129622. Registered office address: 20-22 Wenlock Road, London, England N1 7GU.

VitalityCare is an online retailer selling pet supplies and personal hygiene care.

Please read the following terms and conditions carefully. By accessing and using the above websites or placing an order you are agreeing to be bound to the terms & conditions specified herein.Vitality Care reserves the right to amend these terms and you will be asked to confirm that you have read these when you place an order with us.

You must be over eighteen years of age to use this website and to make payments online.


VitalityCare will try to make the website fully accessible to you at all times, but cannot guarantee access. On occasion the website may not be available for a short time while maintenance is carried out or for other preplanned reasons.

VitalityCare reserves the right to refuse access to the websites, terminate customer accounts, disable any user identification code or password, remove or edit content, or cancel orders at our discretion, at any time.


If you choose to create an account then you are responsible for maintaining the confidentiality of that account & associated password. You must ensure that the password remains confidential in order to prevent unauthorised access to your account. You are responsible for keeping your password safe and secure, for not allowing others to use your account and for any activity which is carried out under your account. VitalityCare will not be liable for any activity which occurs as a result of your failure in this regard.

Accuracy of content

VitalityCare makes every effort to provide accurate information regarding descriptions of items for sale, prices, recommendations for use and all other matters on its websites. Where permitted by law, Vitality Care disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else.

VitalityCare may provide information and advice, both on the website and by email. We will try to ensure this is accurate and appropriate. Information supplied on the websites named above, by email or phone call is not intended to replace the advice you can obtain from your Vet. VitalityCare will not be liable for any loss or damage which results from the use of the website or the information it contains. All product images are for illustrational purposes only.

Placement and acceptance of orders

Orders can only be requested via the website. The contents of an order can be updated online at any time prior to the order being processed. Orders cannot be changed once they have been processed or dispatched.

We reserve the right to decline the acceptance of any order, or cancel an order, in full or in part, for any reason at our absolute discretion. This applies up to the point we dispatch your order.

Successful placement of an order will trigger an ‘order confirmation’ email to be sent to you. VitalityCare only accepts the order and agrees the contract to supply at the point of order dispatch (physical handover of the goods to the carrier.) When your order has been dispatched you will receive an email confirming that the order has been accepted and providing you with shipment details where relevant.

You warrant that all information supplied by you to us during the order process is true and complete to the best of your knowledge.

Expiry dates on all medication will depend on what is supplied to us by the manufacturers. Whilst we endeavour to supply medication with an expiry date of no less than six months, this will not be the case with all products.

Long term medication use: if you are ordering medications for long term use it is your responsibility to check the expiry dates with us before purchasing. If the medication expiry date is less than six months from the date of purchase, and you intend to use it for more than six months, we will refund/replace the items you cannot use. If the medication expiry date is six months or more from the date of purchase, we will not refund or replace.


All credit and debit card transactions are carried out on a secure payment service provider. For online orders VitalityCare receives only partial details of your payment card (type of card and the last 4 numbers). VitalityCare does not receive full card details for online payments.

We do not take payments over the phone.

Delivery & Risk

Orders will be processed and dispatched as soon as possible. All orders and payments will be screened for evidence of fraudulent activity. In some instances, this may cause a delay in the dispatch of your order. Orders will be dispatched once all of the items ordered are available. If there is a delay on a specific item, you may be contacted to establish whether you would prefer to split the order or wait for a single delivery. We endeavour to supply orders accurately, however the responsibility remains with the purchaser and user of all products to verify that the product is correct prior to use.

If your order arrives damaged please email our Customer Service team who will arrange a replacement or refund as preferred. Damages should be notified to us within 3 days of receipt. We may ask you for photographs of any damages prior to processing a claim.

Payment will be taken at the time of requesting the order (not at the point of dispatch). All items are offered for sale subject to availability. We aim to dispatch all orders within 3 days of receiving payment.

Lost in transit - if an order has not arrived and was dispatched with Royal Mail, please wait 10 working days from the date the item was due to be delivered before contacting our support team. We will then be able to process this as a missing item.

If an order is dispatched with a courier it will be fully tracked and you should contact Customer Service as soon as you believe it may have gone missing in transit.

For all orders, regardless of delivery method, you must report missing items to us within 14working days of the date of dispatch.

Incorrect Address - you are responsible for entering your full postal address correctly and selecting it on each order. VitalityCare takes no responsibility for missing items that have been sent to an incorrect, old or inaccurate address.

If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control). Delivery to some addresses may carry a higher delivery charge for certain items. We will notify you of any such additional charges and you will have the right to cancel the order should you wish not to proceed with the order.  Other conditions do apply regarding deliveries. By agreeing to these terms and conditions, you are also agreeing to what is stated on our delivery information page.

The terms and conditions for Royal Mail.

Royal Mail Terms & Conditions of Carriage

By selecting one of the delivery services above you will be deemed to have accepted these terms and conditions of carriage.

Use of Goods Purchased

You warrant to us and guarantee that before you use anything purchased from us, you will:

  • Check to see that the goods delivered match those which you ordered.
  • Read any information on our website and supplied with the order regarding the correct use of the product.
  • Ensure that you understand all such product information.
  • Ensure that you are competent and legally allowed to use the products safely.
  • Ensure that you follow any advice you have been given by your Vet regarding dispensation.

Contact us if you are unsure about anything before using any medication or other products.

Returns and Refunds

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us. This applies even if you change your mind and no longer want an item. The refund will include the minimum postage costs you could have chosen when placing your order. You are responsible for the cost of returning the item to us. You must notify us of your intention to cancel the order and you must return the item to us by recorded delivery within 14 days of receipt. We will then refund your money within 14 days of receipt of a returned item. It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.

Items that cannot be returned

  • Perishable items i.e. temperature controlled food/medication
  • Medication - due to regulatory law, we cannot accept the return of any medication, including licensed and prescription items
  • Items that have been opened/used (unless found to be faulty.)

The 14 day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.

For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).

Other Websites

There may be links or references to or from other websites and sources of information on this website. These can be provided where we think they might be of interest or useful to you. VitalityCare has no control over them and so accepts no responsibility or liability for their content. The links do not imply any endorsement of any kind.


VitalityCare takes the privacy of customer data extremely seriously.

Purpose of and legal basis for processing; When you interact or place an order with VitalityCare we may require certain information from you. This may include, but is not limited to, your name and address, telephone number, email address and pets details. This is either a requirement of law or to enable us to undertake the services requested from us.

Recipients of the data; Information received by VitalityCare, is stored securely in line with our internal policy. Data is only available to, and is limited by requirement, to those who specifically require this data to undertake the following; Processing and delivery of your order, provide customer support, Process your order in an efficient manner, help prevent fraudulent transactions, ensure your pet’s medicine is correct administered in accordance to the law, open and run your account and personalise your website experience.

Categories of the data being processed; Any third countries data are transferred to and safeguards that are in place; We may on occasion pass your details to 3rd parties for the purposes of; Product fulfilment (i.e. to enable couriers and postal operators to deliver your goods), Marketing, legal requests (i.e. from government bodies) or for other legitimate purposes as required. We vet all of our 3rd party suppliers and ensure that your data is safe in line with our internal policy.
Period of data retention; Your data is stored securely with us and kept for a period in line with legal requirements and/or subject to your interaction with VitalityCare.

The individuals’ rights: access, correction, withdrawal of consent, erasure and portability; You are entitled to update any of your personal information by logging into your account and manage your marketing preference by opting out of marketing emails. You can also request any information we hold about you, ask us to update any information, as us to remove your account or object to the processing of your personal information. We will do this in accordance with any relevant laws. If you wish to discuss anything relating to your personal data please contact in the first instance.

Legal matters

All rights, including copyright, in the content of these web pages are owned or controlled by VitalityCare. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of these web pages for any other purpose whatsoever without the prior written permission of VitalityCare.

If you have any queries, comments or complaints in regard to any aspect of your order or the contents of this web site, please contact us in writing and we will try to resolve the matter to your satisfaction as efficiently as possible.

VitalityCare has taken care in the preparation of this website. No warranty of any kind exists regarding its content. VitalityCare shall not be liable for any losses or claims arising directly or indirectly from use of this website or associated media.

VitalityCare's liability under contract will only cover losses which could reasonably be foreseen as consequences of breach of contract. Our total liability under contract (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed three times the amount paid for the products under that contract. VitalityCare will not be liable for any indirect, incidental or consequential damages, or any losses or expenses, which arise because of, or in connection with, the contract.

As far as permitted by law, VitalityCare expressly excludes all conditions, warranties and other terms which might otherwise be expressed or implied by any means.

You hereby agree to fully indemnify us for any costs, proceedings, losses, claims, damages, actions, expenses (including reasonable legal costs and expenses), or liabilities, suffered or incurred by us through your improper use of this website, your breach or failure to observe these conditions or any contract made, or in relation to any claim which may be brought against us by a third party in relation to your use of our website.

If any delay or failure to comply with our obligations under these conditions arises from any cause that is beyond our reasonable control, we will not be held responsible for that delay or failure.

All contracts are deemed to be made in England and governed by English law. Any disputes arising in connection with any purchases made from VitalityCare and any other use of this website will be subject to the exclusive jurisdiction of the English courts.

Nothing within these terms and conditions, or elsewhere on the website, will affect your statutory rights and will only apply to the extent permitted by law. If any provision or term on this website becomes or is declared illegal, invalid or unenforceable for any reason, that term or provision shall be divisible from all other terms and conditions and shall be deemed to be deleted from them. These terms and conditions were updated on 31st August 2020 replace all other terms and conditions.

If VitalityCare is liable to you for any reason, liability will be limited to the amount paid by you for the product or service concerned.


If you have a complaint please contact us in the first instance. You can find our details of how to contact us on our contact us page.

However, if you feel that we haven’t resolved your complaint satisfactory, you can contact the Customer Service Manage at who will look into the matter for you. 

Deals, Discounts and Special Offers

From time to time VitalityCare will offer products for sale at less than the regular price. There may be a specific condition which will apply in order to receive the discount. This might involve setting up a regular purchase, buying multiple items at one time. VitalityCare has complete discretion to withdraw any deal or offer for any reason at any time and may change the pricing of products without prior notification to customers.

Product Reviews

By leaving a product review on VitalityCare you are agreeing to our use of the review in any way without any compensation to you. Product reviews should be true, accurate, current and be about the product in question not about our service; we encourage you to leave service reviews on TrustPilot. We reserve the right to edit, adapt, modify or delete the product review.