General terms and conditions

General

MWI Animal Health sells goods online to businesses in Sweden with a personal or organization number. To purchase from us, you must be at least 18 years old and have valid Swedish ID for package deliveries. If you are under 18, you need consent from your legal guardian for the purchase. MWI Animal Health sells medicines and veterinary products only to veterinarians with valid licenses and to those authorized to prescribe medicines. The products we sell can be used in Sweden and come with a Swedish manual or instructions when required, either in physical or digital form. Products with expiration dates are always shipped with at least 3 months remaining before the expiry date.

Before clicking the "Submit Order" button at checkout, you must accept our general terms and conditions and thereby agree to the content of this document. Once you have submitted your order, it cannot be changed, and no items can be added or removed.

MWI: Swevet AB (a company registered in Sweden with Organization Number SE556621-5843) operating as MWI Animal Health, with registered office at Forskaregatan 1D, 275 37 Sjöbo, Sweden.

Shipping and delivery terms

Good inventory management and fast deliveries are MWI Animal Health’s goals. We actively select the carrier based on several factors: the postal code you enter before proceeding to checkout, cut-off time for dispatch, estimated delivery time, and stock availability.

Our carriers in Sweden are DHL, Postnord, and UPS.

If we receive your order before 1:00 PM on weekdays, the goods will be shipped the same day. We always aim to provide you, as a customer, with the best possible service, and for urgent orders placed after 1:00 PM, we do our best to ship the order the same day.

According to the carrier, shipments are normally delivered to customers within one to three (1-3) days after leaving our facility if you live in the area around Gävle or southwards. North of this “line” delivery takes an additional day. If delivery is made by rural mail carrier, it will take at least one extra day.

MWI Animal Health is not responsible for third parties, e.g., delivery delays caused by the carrier.

Refrigerated goods are shipped from our warehouse Monday through Wednesday.

Public holidays can affect the carrier’s delivery schedule. If a public holiday falls midweek, please contact customer service for more information on the latest time to place your order to receive your goods on time.

2.1. Our Delivery Methods

Customers within Sweden receive free shipping on orders over 1500 SEK excluding VAT. NOTE – Shipping is always added for orders containing the medicine Arti-Cell Forte according to the item’s shipping table.

If you choose delivery to a pick-up point or your package is left at a pick-up point because you were not available to receive it at the notified time, an extra fee will be charged. More information on delivery to pick-up points is provided below.

Shipping fees apply to orders under 1500 SEK excluding VAT. The shipping cost is then 99 SEK excluding VAT.

Backorders of regular stock items are shipped free of charge. Backorders are primarily sent with the next regular order or from MWI Animal Health’s warehouse on a weekly basis.

2.1.1. B2B Parcel/Pallet (Business to Business)

Products are delivered during daytime to the address specified in the order. The carrier will notify you before delivery at the phone number provided at purchase. The carrier typically provides an approximate delivery window of 3 to 4 hours. A responsible adult recipient must sign for the goods and present valid ID. We cannot influence the carrier’s delivery times or days. In some areas in Sweden, the carrier may only offer home delivery on certain days of the week.

2.1.2. Delivery Without Signature (DHL PACKAGE or DHL PALLET)

The “Delivery Without Signature” option allows DHL to deliver the shipment to the specified address without the recipient being present to sign personally. If you live in a rural delivery area, this is a good option to avoid delivery delays.

Delivery with the “Delivery Without Signature” option is subject to the terms and conditions available here:

https://www.dhl.se/content/dam/downloads/se/logistics/se/DHL_Produktspecifika_uppdagsvillkor_inrikes_1111.pdf

“Delivery Without Signature” means that DHL and its subcontractors disclaim all liability for the goods upon delivery. If the recipient is present at the time of delivery, the shipment will be signed for by the recipient as usual.

2.1.3. Delivery to Pick-Up Point

Certain smaller products are delivered to a pick-up point near your delivery address. Delivery is made to one of our respective agents’ pick-up points.

You will receive an SMS or postal notification when the item has arrived and is ready for pickup. You can then collect your item at your convenience, but normally the item must be picked up within 14 days.

More information will be provided at delivery to the pick-up point. The item can only be collected by the person named as the delivery recipient. ID verification will be required at pickup.

2.1.4. In-Store Pickup Orders at Our Pharmacy

Pickup orders (orders collected on-site at our pharmacy) must be placed in the webshop by 4:00 PM for pickup the next business day. If you want to pick up your order with us, choose this delivery option in the webshop checkout. We cannot handle walk-in orders without prior booking. Orders placed will be ready for pickup at the pharmacy between 9:00 AM and 4:00 PM the following business day.

2.2. Track Your Package

When your order is shipped from our warehouse, you will receive a delivery confirmation by email. The confirmation includes a tracking link that you can click to track your delivery.

If you have not received a notification that your package has arrived but see via the tracking link that it is at a pick-up point, you may pick up the package with the parcel ID/tracking number and valid ID.

2.3. Missed Delivery / “Failed Delivery Attempt”

If you are not available at the time of delivery, you will be charged for costs arising from the failed delivery attempt. For packages delivered to pick-up points and not collected, a return fee applies according to the table under “Cancel Your Order.” If goods have been damaged due to missed delivery attempts and refrigeration issues, you will also be charged the sales value of the goods. Responsibility for delivery passes to you as the customer once you receive the delivery notification.

2.3.1. Terminal Storage Fee

If you cannot receive your home delivery within three (3) days after notification, you will be charged an additional handling fee of 265 SEK per day and shipment.

2.4. Uncollected Packages

We reserve the right to charge costs incurred for handling uncollected packages (return shipping, processing fees, etc.). Goods remain at the pick-up point for 14 days before being returned to us. Please note that if you wish to return the item, you must first pick up the package and then return it according to MWI Animal Health’s return process.

For uncollected packages containing medicines, the following applies: According to the Swedish Medical Products Agency regulations, returned medicines may not be resold or shipped again. Medicines returned to us or uncollected at pick-up points must be destroyed by law. The cost of medicines in uncollected or returned packages will be charged to the customer.

2.5. Change of Delivery Address

Once the goods have left the warehouse, it is not possible to change the delivery address. Therefore, it is especially important that you verify the delivery address is completely correct before confirming your order.

2.6. Delivery Delays

Delivery times may be extended due to unforeseen delays along the route. Postnord and DHL deliver to parts of northern Sweden and Gotland with a delay of one or a few days. This extra time is not always included in the estimated delivery time shown on the website. MWI Animal Health does not compensate for these delivery delays.

If we cannot deliver within the agreed time, we will, without delay and if possible, inform the customer of the reason for the delay and provide a new estimated delivery time.

Purchase and payment terms

3.1. Prices

For business customers with an account at MWI Animal Health who can log into the webshop, MWI Animal Health’s list prices excluding VAT are shown and apply indefinitely. Some of our customers have agreed prices and discounts, which will be visible to you when logged in. All prices are shown excluding VAT for customers logged into the webshop.

MWI Animal Health reserves the right to immediately adjust prices if our purchase prices or other conditions change, such as exchange rates.

For certain products, prices are provided upon request. Please call or email customer service at 0771-21 55 00 or [email protected] for a quote request.

3.2. Product Images and Product Information

The product images on the website do not guarantee an exact representation of the item’s appearance. We reserve the right for any errors in product information and to change product details and prices without prior notice.

MWI Animal Health is not responsible for any errors in product information or otherwise on the website. In case of inaccuracies, MWI Animal Health reserves the right to correct them afterward. We reserve the right to price adjustments, sold-out products, stock discrepancies, technical issues, changes in technical specifications, and any typographical errors on our site or in our advertisements.

3.3. Licensed Products

Some medicines are not approved in Sweden but can still be requested/prescribed on license, so-called licensed medicines. A license is a sales permit for a specific pharmacy to sell a medicine not approved in Sweden.

It is the customer’s responsibility to create a license justification in KLAS, the system used to manage these licensed medicines. If a justification or supplementary information is missing, the customer will be contacted by email or phone. If no justification is provided or updated within 5 working days, the order will be canceled. Once the license is approved, we will ship the medicine, provided it is in stock. Licensed medicines not in stock are ordered only after license approval. Licensed medicines ordered on prescription for a specific animal owner will be fully charged to the prescriber/clinic along with other costs if the animal owner does not collect their ordered medicine.

3.4. Invoice

For business customers, payment by invoice with 14 days net terms applies unless otherwise agreed. Some customers may be required to prepay. For capital investments, MWI Animal Health can offer financing through leasing agreements.

MWI Animal Health reserves the right not to sell veterinary-specific products to those who are not veterinarians. MWI Animal Health reserves ownership of the goods until full payment has been received.

Order

4.1. How to Order

Orders are placed on our website. If you have questions about how to order, please contact customer service by phone at 0771-21 55 00 or email [email protected]. By placing an order, you accept our purchase terms and consent to your name and personal or organization number being registered in our customer database. A purchase agreement is only concluded when we confirm the order by sending an order confirmation to the email address you provided. We reserve the right to correct orders if delivery cannot be made for any reason.

4.2. Adding Products to an Existing Order

You cannot add or change products in an order that has already been placed. This will be treated either as a new order or a cancellation (see section 4.3 Cancellation).

4.3. Cancellation

You may cancel your order before the goods have left our warehouse; after that, cancellation is not possible. NOTE! This does not apply to medicines. Business customers who have ordered products from our special assortment (called made-to-order items) cannot cancel their order. Please contact customer service if you have questions regarding made-to-order items.

4.4. Withdrawal of an Order

For companies, the Contracts Act applies and thus the right of withdrawal law does not apply.

Complaints & returns

5.1. Returns – Incorrect, Damaged, or Incomplete Delivery

MWI Animal Health offers a generous return policy to obtain credit or adjust products sold by MWI Animal Health. Customers can easily request a return, credit, or adjustment of the quantity of products purchased directly through MWI Animal Health by contacting our customer service.

Before returning a product, prior approval from MWI Animal Health is required to ensure quick and correct handling of your case.

You must notify MWI Animal Health within seven (7) working days of receiving your order regarding any items that are damaged, missing, or incorrectly picked; otherwise, such items will not qualify for return and credit.

If a medicine is returned, it will be destroyed and charged to the customer. MWI Animal Health also charges for uncollected or undelivered packages returned from the shipping company to MWI Animal Health, as well as packages returned due to incomplete addresses provided by the customer.

All other goods can only be returned if they qualify as sellable products. A sellable product is defined as a product that:

a) is in its original, unchanged, unopened packaging with seals intact;

b) is free from marks, stickers, and damage;

c) has at least 3 months remaining on any expiration date;

d) can be returned and sold according to applicable laws and regulations at the time of return;

e) has been stored, handled, and shipped properly so as not to affect the product’s quality;

f) was purchased directly from MWI Animal Health; and

g) does not otherwise qualify as a non-returnable item.

Exceptions may apply according to specific manufacturer return policies, subject to applicable fees.

MWI Animal Health reserves the right to refuse and deny credit for returns if the item does not meet the requirements of this policy upon inspection. MWI Animal Health reserves the right to destroy any items not approved or eligible for return and will not credit such items.

When submitting a return or complaint by email, the following information must be included:

Your name and contact details.

Quantity and names of the products to be returned.

A brief description of the complaint: whether the item is defective, damaged for reasons other than transport, or incomplete and what is missing.

a. If your item is defective, to facilitate our assessment, please provide 3-5 photos clearly showing the damage in at least one image. Also, ensure one photo shows the entire product.

An order number including the item you wish to complain about. You may also include a copy of the order confirmation.

5.2. Transport Damage – Carrier’s Responsibility

All damage occurring during transport must be reported directly to the carrier. If you discover transport damage on the product or packaging upon delivery, please immediately report it on-site to the carrier by noting the damage on the delivery note before signing.

If the goods were delivered under authorization (“delivery without signature”), you should report transport damage directly to the carrier by contacting them. Please note that the delivery/notice number must be provided when making a claim with the carrier.

Contact information for our carriers regarding transport damage:

DHL: Transport damage or 0771 345 345

PostNord: Transport damage or 077 133 33 10

UPS: Transport damage or 077 662 20 77

It is the customer’s responsibility to claim transport damage directly with PostNord. If your shipment was delivered via UPS or DHL, please contact our customer service.

If damage has occurred, do not use the product. It is also important to keep the packaging so that the damage can be inspected during the claim process.

For other inquiries, contact the carriers’ own customer services:

DHL Customer service

PostNord Customer service

UPS Customer service

5.3. Hidden Damages

If you discover damage to your delivery only after unpacking, you must immediately contact MWI Animal Health via the form or email as instructed in section 5.1. We will then initiate an investigation and get back to you as soon as it is completed. Therefore, it is important to carefully unpack and inspect your products immediately after delivery.

5.4. Complaints, Disclaimer & Limitation of Warranties

You acknowledge that MWI Animal Health is solely a distributor and not the manufacturer of the products. As such, MWI Animal Health only guarantees that it will transfer ownership of the products.

This warranty is the sole and exclusive warranty from MWI Animal Health regarding the products. MWI Animal Health expressly disclaims all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and quality.

MWI Animal Health’s warranty applies only if full payment for the products has been received.

The product manufacturer may provide its own warranty. Such warranties will be passed on to you to the fullest extent possible. MWI Animal Health does not represent or guarantee the existence or scope of manufacturer warranties. To make a product complaint, follow the steps in section 5.1.

5.5. Refund for Complaints & Returns

Refunds for complaints or returns are made by credit note for approved returned products after inspection of the item and confirmation that it meets the criteria for credit according to this policy.

Personal data

In connection with your order and/or account registration, you agree that we may store and use your information in our operations to fulfill and provide the service you expect from us. All personal data processing is conducted in accordance with the Pharmacy Data Act and the General Data Protection Regulation (GDPR).

The information you provide about yourself is used by MWI Animal Health and our partners for payment and delivery. We guarantee that no information about you will be sold or shared with third parties. Read more about how we process your personal data in our privacy policy.

We reserve the right to cancel orders containing incorrect personal information or where the customer has payment remarks.