Terms and Conditions

1 - These terms

1.1 - What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 - Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

1.3 - The content on this website is for information purposes only and is not a substitute for qualified veterinary advice. VADE Enterprises Limited makes no representations or warranties (express or implied) and as such does not accept any liability arising out of reliance on the materials on this web site.

VADE Enterprises Ltd always recommends that you obtain specific professional veterinary advice in connection with any concern you may have about your pet's health or wellbeing.

This website may contain links or references to third party materials and web sites. VADE Enterprises Ltd takes no responsibility for the content of external web sites that might link from or to this web site. You may not create any links to this web site from another web site without our express consent.


2 - Information about us and how to contact us

2.1 - Who we are. We are VADE Enterprises Limited a company registered in England and Wales. Our company registration number is 9584175 and our registered address is 14 Samphire Way, St Mary’s Island, Chatham, Kent ME4 3AT.

2.2 - How to contact us. You can contact us by writing to us at customerservices@actifpets.comor to our registered office address above.

2.3 - How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3 - Complaints

We will acknowledge your complaint within 2 working days and will try to resolve the problem immediately or in any case within 5 working days. You will always be kept informed of the progress of your complaint.

4 - Placing an order

4.1 - Choose the products you wish to purchase by browsing the website using the product categories or search facilities. You can easily edit or delete items from your shopping basket by going to the “My Basket” page. Delivery charges are calculated at the checkout. We use ‘cookies’ to keep track of what you have in your basket and to remember you when you return to our site. To shop with us you need to have agreed to have all strictly necessary cookies enabled. For more information on how we use cookies please read the ‘Cookies’ section of our Privacy and Cookies Policy.

4.2 - All products are subject to availability. We will inform you as soon as possible if the products you have ordered are not available.

4.3 - Checkout process. Once you are happy with your selection proceed to the checkout where you will be required to provide your name, postal address, email address, daytime telephone number, delivery address (if different) and payment details over a secure server connection. Upon completion of the checkout you will receive an email confirmation of your order. If you have any queries regarding your order please contact Customer Services via email (customerservices@actifpets.com).

4.4 - Errors in order. You are able to correct errors on your order up to the point at which you click on ‘Confirm Order’ during the ordering process.

4.5 - Back Orders. If an item is not in stock, we may still be able to back order it for you. You will always be emailed with the option to cancel your order if it exceeds 7-10 working days.

4.6 - Our Guarantee. We guarantee your satisfaction. If you ever have any cause for complaint, then please contact us straight away. Your statutory rights are not affected.

5 - Cancellation Rights

5.1 - As a consumer you have the right to cancel the contract within 14 days without giving any reason

5.2 - The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods


5.3 - To exercise the right to cancel, you must inform us in writing by sending a letter to our address at  VADE Enterprises Limited, 14 Samphire Way, St Mary’s Island, Chatham, Kent ME4 3AT or by email customerservices@actifpets.com

5.4 - To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired

5.5 - If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

5.6 - If you cancel the contract then the goods supplied by us under the contract must be returned to us at  VADE Enterprises Limited, 14 Samphire Way, St Mary’s Island, Chatham, Kent ME4 3AT and, if you cancel the contract under the terms of this paragraph, then you will have to pay the cost of the return unless you have cancelled the contract on the grounds that the goods are faulty, damaged or have been mis-described in which case we will pay for the cost of the return of the goods.

5.7 - We will make the reimbursement without undue delay, and not later than:


(a) 14 days after we receive back from you any good supplied, or


(b)  if earlier, 14 days after the day you provide evidence that you have returned the goods, or       


(c)  if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract

5.8 - We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest

5.9 - You may lose the right to cancel the contract if any of the following apply:


(a) the goods have been made to your specification or clearly personalised


(b) the goods have already passed their “use by” date

(c) where the sealed bottles have become unsealed after delivery thereby making them not suitable for return due to health protection or hygiene reasons

(d) if the goods become mixed inseparably with other items after delivery


6 - Liability

6.1 - If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

6.2 - We only supply the goods for consumption by animals and, under the contract, for private use.  You agree not to use the goods for any commercial, business, or re-sale purpose and we have no liability to you for any loss of profit or any loss relating to your business.

6.3 - We do not exclude or limit our liability for:

(a) death of personal injury to humans caused by our negligence

(b)  fraud or fraudulent misrepresentation

(c)  any breach of the terms implied into this contract by the Consumer Rights Act 2015

6.4 - If you are a consumer we only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 7.

7 - Our responsibility for loss or damage suffered by you if you are a business

7.1 - Nothing in these terms shall limit or exclude our liability for:

(a) death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

(b) fraud or fraudulent misrepresentation;

(c) 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;



(d) defective products under the Consumer Protection Act 1987.

7.2 - Except to the extent expressly stated in clause 12.1 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

7.3 - Subject to clause 7.1:

(a) we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

(b) our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100% (one hundred per cent) of the total sums paid by you for products under such contract.

8 - Returns Policy

We want you to be 100% satisfied with your experience at VADE Enterprises Ltd. If you aren’t happy with something you purchased, please return it. A contract of sale will be deemed to exist between VADE Enterprises Ltd and you (the customer) from the time that the goods are prepared for despatch from our online store.

If you are returning goods because they are faulty or because of an error on our part we will gladly give you a 100% refund including carriage costs. However, if the product is what you ordered we will deduct the carriage charges from your refund.


Full details of our returns policy can be found here.

9 - Delivery

All our mail is sent via Royal Mail tracked not signed for, or DPD signed for, if you order a courier delivery. If a delivery cannot be left with you it will be returned to the depot or post office, a card left and you will be able to make arrangements for redelivery. If the parcel is returned to VADE Enterprises because it wasn't collected and you wish you have the order resent, we will charge postage again in this case. If you choose not to have the order redelivered we will issue you a refund minus the first delivery charge, as we will have fulfilled our obligation to deliver the goods at the first attempt.

If your package arrives damaged please report it to the carrier at the time of receipt, and to us immediately. We cannot issue a refund for any damaged product, or carriage charges for that product, if both of these procedures have not been followed. We refund carriage costs only if the return is a result of our error. If you decide that the product was a mistake on your part the item’s postage must be paid by you to return it. You can cancel your order by telephone or email before it is shipped.

10 - External Events Outside Our Control

10.1 - We will not be liable or responsible for any failure on our part to perform any or our obligations under the contract if our failure is caused by an event, such as a industrial strikes, outside our control (“the event”)

10.2 - Whilst the event is continuing our performance of our obligations under the contract will be suspended whilst that event is continuing.  We will inform you as soon as possible if such an event occurs.

10.3 - If the event continues for a period of more than 30 days you may cancel the contract. Any goods that may have been supplied under the contract will have to be returned to us at your expense.

11 - Remittance Terms

We prefer that you pay by credit or debit card online, but you can, if you prefer, send a cheque to our address made payable to VADE Enterprises Ltd. Please allow an additional 7 days for the cheque to clear. You can also pay using Postal Orders to the order value.

12 - Website

Your use of our website is governed by our Terms of Use and our use of your personal information is governed by our Privacy Policy and these two additional documents form part of the contract between us. 

The images on our website are for illustration purposes and the goods may vary from that shown.