General terms and conditions

General terms and conditions

MWI Animal Health sells consumables, equipment, and services online to businesses with a valid company registration number. To trade with us, you must be at least 18 years old and have valid identification for package deliveries when purchasing goods. Products with a best-before date are always shipped with at least 3 months of shelf life remaining before the expiration date.

Before you click the “Place Order” button at checkout, you must accept our general terms and conditions, including the contents of this document. Once you have submitted your order, we cannot manually change it or add or remove items.

MWI: Swevet AB (a company registered in Sweden with registration number SE556621-5843), operating under the name MWI Animal Health, with its registered office at Forskaregatan 1D, 275 37 Sjöbo, Sweden.

Shipping and Delivery Terms

Good inventory management and fast delivery are MWI Animal Health’s goals. We actively select the carrier based on various factors: the provided postal code, extra time needed for delivery, estimated delivery time, and stock availability.

We use PostNord and UPS as carriers in Denmark.

Orders placed before 1:00 PM on weekdays are shipped the same day. We always strive to provide the best possible service, and for urgent orders placed after 1:00 PM, we do our best to ship the order on the same day.

According to the carrier, shipments are normally delivered to the customer 1–2 days after leaving our warehouse. Deliveries to rural areas take at least one additional day.

MWI Animal Health is not responsible for third-party actions, such as delivery delays caused by the carrier.

Public holidays may affect the carrier’s delivery schedule. Please contact our customer service to find out the latest time you must place your order if there is a public holiday midweek, so you receive your goods on time.

2.1 Our Delivery Methods

We offer free shipping within Denmark for orders over DKK 1,100 excluding VAT.

For shipments outside the EU, any customs duties and shipping costs will be added and must be paid by the buyer. MWI Animal Health assumes no responsibility for delays caused by Danish customs.

Free shipping orders are delivered only as B2B parcels/pallets (read more about B2B parcels/pallets below). This means free shipping does not apply to packages sent to you with delivery to a post office or parcel locker. If you choose to have your shipment sent to a post office/parcel locker, or if your package is delivered to such a location because you were unable to receive it at the carrier’s designated time, an additional fee will be charged. Read more about the terms for delivery to a post office/parcel locker below.

Shipping costs apply for orders under DKK 1,100 excluding VAT. In this case, the shipping cost is DKK 79 excluding VAT.

Any backorders on standard products are shipped free of charge. Backorders are usually sent with the next regular order or weekly from MWI Animal Health’s warehouse.

A fee of DKK 79 excluding VAT applies to all orders delivered to a post office/parcel locker.

2.1.1 B2B Parcel/Pallet (Business to Business)

Products are delivered during daytime hours to the address provided in the order. Before delivery, the carrier will notify you via the phone number given in the order. The carrier normally provides an approximate delivery window of about 3–4 hours. Delivery requires an adult recipient to sign for the goods and show valid identification. Unfortunately, we have no influence on the carrier’s schedules and delivery days. In some areas of Denmark, home delivery is only available on certain days of the week.

2.1.2 Delivery Without Signature

The option “Delivery Without Signature” means that PostNord may deliver the shipment to the provided delivery address without the recipient being present to sign personally for the delivery. If you live in a rural area, this can help avoid delivery delays.

“Delivery Without Signature” means PostNord and any subcontractors disclaim all responsibility for the shipment upon delivery. If the recipient is present at delivery, they will sign for the shipment as usual.

2.1.3 Delivery to Post Office/Parcel Locker

Certain smaller products can be delivered to a nearby PostNord post office or parcel locker.

You will receive an SMS or written notification when the item arrives and can be collected at the pick-up point. You can then pick up your item at your convenience. Usually, the item must be collected within 14 days.

More information will be provided regarding delivery to the pick-up point. Items can only be collected by the person named as the shipment recipient. Identification must be presented when collecting the item. A fee of DKK 99 excluding VAT applies to all orders delivered to a post office/parcel locker.

2.2 Track Your Package

When your order ships from our warehouse, you will receive a delivery confirmation by email. The confirmation includes a tracking link you can use to track your shipment.

Even if you have not received notification that your package has arrived but see via the tracking link that it has been delivered to the pick-up point, you can still collect it using the package ID/tracking number/serial number and identification.

2.3 Non-Delivery/Delivery Not Possible

If you cannot be reached when your shipment is to be delivered, you will be charged the related costs for a failed delivery attempt. For packages delivered to a post office/parcel locker that are not picked up, a return fee will be charged as outlined in the “Order Cancellation” table. If items such as refrigerated goods are damaged because delivery was not possible, you will also be charged for the value of the goods. Responsibility for the shipment transfers to you as the customer once you receive notification of delivery.

2.3.1 Rental of Terminal

If you have not accepted your home delivery within 3 days of the delivery notice, you will be charged an additional handling fee of DKK 265 per day per shipment.

2.4 Uncollected Packages

We reserve the right to charge handling fees for uncollected packages (return shipping, handling fees, etc.). Items are stored at the pick-up point for 14 days before being returned to us. Note that if you wish to return an item, you must first pick up the package and then return it according to MWI Animal Health’s return policy.

2.5 Change of Delivery Address

Once the item has left the warehouse, the delivery address cannot be changed. Therefore, it is especially important that you check the delivery address carefully before completing and confirming your order.

2.6 Delivery Delays

Delivery times may be extended due to unforeseen delays along the route. This extra time is not always included in the estimated delivery time stated on the website. MWI Animal Health does not provide compensation for such delivery delays.

If we are unable to deliver within the agreed timeframe, we will inform the customer as soon as possible of the cause of the delay and provide a new delivery time.

Terms of Purchase and Payment Conditions

All prices are stated in Danish kroner. Any applicable shipping costs will be added. Read more under shipping and delivery terms.

3.1. Prices

For business customers with an account at MWI Animal Health who can log into the webshop, MWI Animal Health list prices excluding VAT are displayed and apply until further notice. Some of our customers have negotiated prices and discounts, which will be shown when you are logged in. All prices shown are 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 +45 3360 2412 or [email protected] if you have inquiries about quotations.

3.2. Product Images and Product Information

We cannot guarantee that the product images on the website are exact representations of the products. We reserve the right for any errors in product information and to change product information and prices without prior notice.

MWI Animal Health reserves the right to correct any errors on the website or in product information. We also reserve the right for price adjustments, clearance sales, stock discrepancies, technical issues, changes to technical specifications, and any typographical errors from our side or in our advertisements.

3.3. Invoice

For business customers, invoices apply with payment terms of 14 days net unless otherwise agreed. For some customers, prepayment may be required. For capital investments, MWI Animal Health can offer financing through a leasing agreement.

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

Order

4.1. How to Place an Order

Orders are placed on our website. If you have questions about how to place an order, you are welcome to call customer service at +45 3360 2412 or send an email to [email protected]. To complete an order, you must accept our terms of purchase and give your consent for your name and personal or company registration number to be stored in our customer database. A purchase agreement is only concluded once we have confirmed your order by sending an order confirmation to the email address you provided. We reserve the right to correct orders if, for any reason, delivery cannot be completed.

4.2. Adding Products to an Already Placed Order

You cannot add or change products in an order that has already been submitted. Any such request will be treated as either a new order or a cancellation (see section 4.3 below on cancellations).

4.3. Cancellation

You may cancel your item before it has left our warehouse. After that, cancellations are no longer possible. Business customers who have ordered products from our special assortment (also referred to as custom order items) cannot cancel their orders. Please contact customer service if you have questions regarding custom order items.

4.4. Withdrawal of an Order

For businesses, the Danish Contracts Act applies, and therefore the statutory right of withdrawal does not apply.

Complaints and Returns

5.1. Returns – Defective, Damaged, or Incomplete Deliveries

MWI Animal Health offers a generous return policy for credit or adjustment of products sold by MWI Animal Health. Customers can easily request a return, credit, or adjustment of the quantity of products purchased directly from MWI Animal Health. This is done by contacting our customer service:

Before returning a product, you must obtain prior authorization from MWI Animal Health to ensure a prompt and correct handling of your case.

You must notify MWI Animal Health no later than seven (7) business days after receiving your order regarding any items that are damaged, missing, or incorrectly picked; otherwise, such items will not be eligible for return and credit.

If a medicinal product is returned, it will be destroyed and charged to the customer. MWI Animal Health also charges for unclaimed or undelivered packages that are returned by the carrier, as well as for packages returned due to incomplete address details provided by the customer.

All other items may only be returned if they are deemed saleable. A saleable product is defined as one that: a) is in its original, unaltered, unopened packaging with intact seals; b) is free from markings, stickers, and damage; c) has at least 3 months remaining before the expiration date; d) can be returned and sold in accordance with applicable laws and regulations at the time of return; e) has been stored, handled, and shipped in a way that maintains product quality; f) was purchased directly from MWI Animal Health; and g) is not otherwise considered a non-returnable item.

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

MWI Animal Health reserves the right to reject a return and deny credit if, upon inspection, the item does not meet the requirements outlined in this document. MWI Animal Health also reserves the right to destroy any item not approved or eligible for return, and such items will not be credited.

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

1. Your name and contact details

2. The quantity and name of the products you wish to return

3. A brief description of the issue: Is the product defective, damaged (not during transport), or incomplete? Please specify what is missing a. If the item is damaged, you must include 3–5 images clearly showing the damage in at least one photo. One image must show the entire product

4. The order number that includes the item in question, or a copy of the order confirmation

5.2. Transport Damage – Carrier Responsibility

All damage occurring during transport must be reported directly to the carrier. If, upon delivery, you discover that the shipment has been damaged during transport—either the product or the packaging—please inform the carrier immediately and note the damage on the delivery slip before signing for receipt.

If the item has been delivered under an authorization (delivery without signature), you must report transport damage directly to the carrier by contacting them. Please note that you must provide the tracking/consignment number when filing a claim.

Contact MWI Animal Health customer service if your goods have been damaged during transport.

Do not use the product if it is damaged. It is also important to retain the packaging so the damage can be inspected during the claims process.

For other inquiries regarding our carriers, please contact their customer service:

PostNord – Customer Service
UPS – Customer Service

5.3. Hidden Damage

If you discover damage to your delivery that could not have been identified before unpacking, you must contact MWI Animal Health directly via the form or email as described in section 5.1. We will then initiate an investigation and follow up with you as soon as it is completed. It is therefore important that you unpack and check your goods immediately upon delivery.

5.4. Product Claims, Disclaimers, and Limitation of Warranties

You acknowledge that MWI Animal Health is a distributor and not the manufacturer of the products. In that capacity, MWI Animal Health only warrants that it transfers ownership of the products.

The above warranty constitutes MWI Animal Health’s sole and exclusive warranty regarding the products. MWI Animal Health expressly disclaims all other warranties, express or implied, including any warranties of merchantability, fitness for a particular purpose, and quality.

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

The manufacturer of the products may provide its own warranty. Any such warranties will, to the extent possible, be passed on to you. MWI Animal Health makes no representations or guarantees regarding the existence or scope of manufacturer warranties. If you wish to make a product claim, you must follow the steps outlined in section 5.1.

5.5 Refunds for Complaints or Returns

Refunds for complaints or returns will be issued via a credit note for the approved product(s) after inspection and confirmation that the product meets the criteria for crediting according to this policy.

Personal Information

In connection with your order and/or account registration, you agree that we may store and use your personal data within our company in order to fulfill and provide the level of service you can expect from us. All processing of personal data is carried out in accordance with the General Data Protection Regulation (GDPR).

The information you provide about yourself will be used by us and our partners for payment and delivery purposes. We guarantee that no information about you will be sold or disclosed to third parties. You can read more about how we process your personal data in our privacy policy.

We reserve the right to cancel orders that contain incorrect personal information or if the customer is listed as a bad payer.

We reserve the right for any typographical errors on the website.