General Terms and Conditions of Sale

General Terms and Conditions of Sale for Veto Products

General Terms and Conditions of Sale – Produits-veto.com

Version in effect as of: 15/06/2026

These General Terms and Conditions of Sale apply to any order placed on the site www.produits-veto.com.

1. Identification of the seller

The site www.produits-veto.com is published by:

SELARL Pharmacie de l’Envigne
11 place du Général Pierre
86140 Lencloître – France
RCS Poitiers: 439 616 335
Email address: contact@produits-veto.com
Phone: 05 49 19 67 84

The Pharmacie de l’Envigne operates the Produits-veto.com site for the online sale of veterinary products, animal health products, complementary feed, hygiene products, accessories and, where applicable, veterinary medicines not subject to mandatory prescription.

2. Scope of application

These General Terms and Conditions of Sale govern the contractual relations between the Pharmacie de l’Envigne and any customer placing an order on the site www.produits-veto.com.

Any order implies full and unreserved acceptance of these General Terms and Conditions of Sale. The customer acknowledges having read them before validating their order.

These GTC apply to consumers acting for non-professional purposes. Professional customers are invited to contact customer service for any specific request.

3. Products offered

The products offered for sale are those presented on the site www.produits-veto.com, within the limits of available stock. Each product sheet presents the essential characteristics of the product, including its intended use, target species, format, usage instructions and, where necessary, precautions for use.

Photographs, illustrations and visuals are provided for information purposes only. Minor differences may exist, particularly in the event of packaging changes by the manufacturer. These differences do not call into question the essential characteristics of the ordered product.

The customer must verify that the chosen product corresponds to the needs of the animal concerned, its species, age, weight, physiological state and state of health.

4. Veterinary medicines and the role of the pharmacist

Produits-veto.com may offer for sale veterinary medicines not subject to mandatory prescription, in compliance with the regulations applicable to the online sale of veterinary medicines.

A veterinary medicine is not a product like any other. Before placing any order, the customer must carefully read the product sheet, the labeling, the package leaflet and the Summary of Product Characteristics where available.

The customer undertakes to use the veterinary medicine in accordance with the information on the package leaflet, the precautions for use, the contraindications, the target species, the dosage and the treatment durations indicated.

For food-producing animals, the customer is solely responsible for complying with withdrawal periods, usage restrictions and obligations applicable to their activity.

5. Pharmaceutical review and order control

Any order containing a veterinary medicine may be subject to a pharmaceutical review by a pharmacist of the Pharmacie de l’Envigne or by a person authorized under their responsibility.

In this context, the Pharmacie de l’Envigne may request additional information from the customer, in particular concerning:

the animal species concerned;
the age, weight or physiological state of the animal;
the symptoms observed;
treatments already administered;
the intended use of the product;
any element necessary to secure the dispensing process.

The order may be temporarily suspended until the necessary information has been provided.

6. Refusal to dispense

Validation of an order on the site does not automatically create a right to the dispensing of a veterinary medicine.

The pharmacist may refuse to dispense a veterinary medicine when the regulatory, health or pharmaceutical conditions are not met.

Refusal to dispense may occur, in particular, in the following situations:

doubt about the target species or the intended use;
risk to the health of the animal;
quantity ordered clearly unsuitable;
request for information left unanswered;
use incompatible with the package leaflet or precautions for use;
regulatory obligation not fulfilled;
suspicion of misuse, abuse or resale.

In the event of refusal to dispense, the products concerned will be refunded to the customer. This refusal shall not give rise to any additional compensation.

7. Veterinary pharmacovigilance

Veterinary pharmacovigilance aims to monitor the safety and efficacy of veterinary medicines after they are placed on the market.

The customer is invited to report without delay any adverse event that may be linked to the use of a veterinary medicine, including:

adverse effect in the animal;
adverse effect in humans after exposure to the veterinary medicine;
suspected lack of efficacy;
administration error;
accidental use;
unexpected reaction;
suspected quality issue.

The report can be made to:

the laboratory holding the marketing authorization;
the customer service of Produits-veto.com;
the Agence Nationale du Médicament Vétérinaire (ANMV) via the national veterinary pharmacovigilance system.

When a report is sent to Produits-veto.com, the Pharmacie de l’Envigne collects the relevant information and forwards it in accordance with applicable regulatory procedures.

The customer agrees to provide the information necessary for handling the report, including information relating to the product, the batch, the animal concerned, the circumstances of use and the effects observed.

8. Traceability of exchanges

Exchanges relating to an order, a request for advice, a pharmaceutical review, a refusal to dispense or a pharmacovigilance report may be retained by the Pharmacie de l’Envigne for evidentiary purposes, health safety, customer follow-up and compliance with applicable regulatory obligations.

These exchanges may include emails, contact forms, phone calls, written messages, messaging exchanges or any other communication channel used by the customer.

9. Prices

Prices are stated in euros, all taxes included (TTC), excluding delivery charges.

Delivery charges are indicated before final validation of the order.

The Pharmacie de l’Envigne reserves the right to modify its prices at any time. Products are invoiced based on the rates displayed at the time the order is validated.

In the event of an obvious pricing error, the Pharmacie de l’Envigne reserves the right to cancel the order. The customer will be informed and refunded where applicable.

10. Order

To place an order, the customer selects the desired products, checks their cart, provides delivery and billing information, chooses their delivery method, accepts these GTC and then proceeds to payment.

The order becomes final after payment validation, subject to any pharmaceutical checks, product availability and absence of any anomaly.

The Pharmacie de l’Envigne reserves the right to refuse or cancel any order in the event of:

payment default;
suspected fraud;
obvious error;
unresolved prior dispute;
product unavailability;
refusal to dispense a veterinary medicine.

11. Product availability

Offers are valid as long as they are visible on the site, within the limits of available stock.

In the event of total or partial unavailability after order validation, the customer will be informed as soon as possible. They may obtain a refund for the unavailable product or, where possible, accept a replacement solution.

The refund will be made within a maximum of fourteen (14) days from the information given to the customer.

12. Payment

Payment is due immediately at the time of the order.

The accepted payment methods are those offered on the site at the time of the order.

The Pharmacie de l’Envigne retains ownership of the ordered products until the price has been paid in full.

13. Delivery

Products are delivered to the address provided by the customer when placing the order. The customer is responsible for the accuracy of the information provided.

Delivery methods, applicable charges and estimated timeframes are indicated before order validation.

Unless otherwise indicated, delivery timeframes are given for information purposes only. The Pharmacie de l’Envigne cannot be held liable for delays attributable to the carrier, a case of force majeure or incorrect information provided by the customer.

The transfer of risk occurs when the customer or a third party designated by them physically takes possession of the products.

14. Receipt of parcels

Upon receipt of the parcel, the customer must check the apparent condition of the packaging and the products.

In the event of a damaged, opened, incomplete parcel or one showing a visible anomaly, the customer is invited to make precise reservations with the carrier and to promptly contact the customer service of Produits-veto.com.

This step facilitates the handling of the case with the carrier, without depriving the customer of their legal rights.

15. Right of withdrawal

In accordance with the Consumer Code, the consumer customer has a period of fourteen (14) days from receipt of their order to exercise their right of withdrawal, without having to justify their decision.

When the order relates to several products delivered separately, the period runs from receipt of the last product.

To exercise their right of withdrawal, the customer must notify their decision by means of a clear statement, for example by email to contact@produits-veto.com or by letter addressed to the Pharmacie de l’Envigne.

The customer may use the following model:

I hereby notify you of my withdrawal from the contract for the sale of the following product(s): [to be completed].
Ordered on: [to be completed].
Received on: [to be completed].
Customer name: [to be completed].
Customer address: [to be completed].
Date: [to be completed].

The customer must return the products within fourteen (14) days of notifying their withdrawal.

Return costs are borne by the customer, except in the event of an error attributable to the Pharmacie de l’Envigne.

16. Exceptions to the right of withdrawal

In accordance with the Consumer Code, certain products cannot be subject to a right of withdrawal. This includes, in particular:

unsealed products that cannot be returned for hygiene or health protection reasons;
products likely to deteriorate or expire rapidly;
personalized products or products made to the customer's specifications;
products that have been used, opened or are incomplete after receipt.

For reasons of hygiene, health safety and traceability, veterinary medicines that are opened, unsealed or whose integrity can no longer be guaranteed cannot be taken back.

17. Refund terms in the event of withdrawal

In the event of valid exercise of the right of withdrawal, the Pharmacie de l’Envigne will refund the customer within a maximum of fourteen (14) days from the recovery of the products or from the provision of proof of shipment.

The refund covers the price of the returned products and, when the withdrawal concerns the entire order, the initial standard delivery charges.

Additional costs resulting from the choice of a more expensive delivery method than the standard delivery method offered are not refunded.

The refund is made using the same payment method as that used for the order, unless the customer agrees otherwise.

18. Return conditions

Returned products must be complete, clean, unused, undamaged and, where applicable, in their intact original packaging.

Any returned product that is incomplete, used, damaged, soiled, unsealed or unfit for resale may be subject to a refusal of refund or a reduction proportional to the depreciation observed.

Returns must be sent to:

Pharmacie de l’Envigne – Returns Department Produits-veto.com
11 place du Général Pierre
86140 Lencloître – France

19. Legal warranty of conformity

The customer benefits from the legal warranty of conformity provided for by the Consumer Code.

The seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery of the goods.

The customer has a period of two (2) years from delivery of the goods to bring a claim under the legal warranty of conformity.

In the event of a lack of conformity, the customer may request that the product be brought into conformity, replaced or refunded, under the conditions provided for by the Consumer Code.

The legal warranty of conformity applies regardless of any commercial warranty that may be granted.

20. Warranty against hidden defects

The customer also benefits from the warranty against hidden defects provided for in articles 1641 et seq. of the Civil Code.

This warranty applies when the product has a hidden defect, existing prior to the sale, which makes it unfit for its intended use or which reduces this use to such an extent that the customer would not have acquired it, or would only have paid a lower price for it, had they known of the defect.

The customer may choose between rescission of the sale or a reduction in price, under the conditions provided for by the Civil Code.

21. Products on promotion, with a short date or damaged packaging

Produits-veto.com may occasionally offer products on promotion, clearance, with a short date, with a near Minimum Durability Date, or whose outer packaging shows an aesthetic defect with no impact on the integrity of the product.

When this information is known before the order, it is indicated on the product sheet or in the purchase process. The customer acknowledges having read it before validating their order.

A short date, a near MDD or damaged outer packaging clearly indicated before purchase does not, in itself, constitute a lack of conformity or a hidden defect.

This clause does not deprive the customer of their legal warranties when the delivered product has an undisclosed defect, an integrity issue, a lack of conformity or a health risk.

22. Advice and information published on the site

The advice published on Produits-veto.com is provided for informational purposes only. It does not replace the examination, diagnosis or recommendations of a veterinarian.

In case of doubt, persistent symptoms, worsening of the animal's condition, appearance of new symptoms or an urgent situation, the customer must consult a veterinarian.

For veterinary medicines, the customer must always refer to the package leaflet, the Summary of Product Characteristics and the manufacturer's recommendations.

23. Customer's responsibility

The customer is responsible for the choice of products ordered and their use.

They undertake to comply with the conditions of use, storage, administration, precautions for use, contraindications and target species indicated by the manufacturer.

The Pharmacie de l’Envigne cannot be held liable for the consequences related to non-compliant use, overdose, administration to a non-target species, unsuitable storage or failure to comply with the package leaflet.

24. Seller's responsibility

The Pharmacie de l’Envigne is responsible for the proper performance of the obligations resulting from the contract concluded at a distance, under the conditions provided for by law.

Its liability cannot, however, be engaged in the event of:

fault of the customer;
non-compliant use of the product;
unforeseeable and insurmountable act of a third party to the contract;
force majeure;
inaccurate information provided by the customer.

25. Personal data

Personal data collected as part of orders is processed by the Pharmacie de l’Envigne in order to manage orders, payments, deliveries, customer requests, accounting obligations, regulatory obligations, pharmaceutical reviews and pharmacovigilance reports.

Certain information relating to the animal may be requested when necessary for processing an order, securing dispensing, pharmaceutical advice or pharmacovigilance.

The customer has, under the conditions provided for by applicable regulations, a right of access, rectification, erasure, restriction, objection and portability of their data.

For more information, the customer is invited to consult the Privacy Policy available on the site.

26. Cookies

The site may use cookies or trackers necessary for its operation, audience measurement, improvement of the user experience or personalization of certain content.

The customer can manage their preferences via the banner or cookie management module available on the site.

27. Intellectual property

All content present on the Produits-veto.com site, including texts, images, logos, graphics, product sheets, visual elements, structure and editorial content, is protected by intellectual property rights.

Any reproduction, representation, adaptation, extraction or unauthorized use, in whole or in part, is prohibited.

28. Customer reviews

When customer reviews are published on the site, Produits-veto.com ensures compliance with the rules applicable to the collection, moderation and publication of online reviews.

Reviews may be refused or removed when they are abusive, defamatory, fraudulent, unrelated to the product or contrary to the site's publication rules.

29. Customer service

For any question relating to an order, a product, a delivery, a return or a complaint, the customer can contact customer service:

Email: contact@produits-veto.com
Phone: [to be completed]
Postal address: Pharmacie de l’Envigne, 11 place du Général Pierre, 86140 Lencloître – France

30. Complaints

Any complaint must be addressed to customer service as soon as possible to allow for prompt and appropriate handling.

The Pharmacie de l’Envigne undertakes to review each request seriously and to propose an appropriate response.

31. Consumer mediation

In accordance with the Consumer Code, the consumer customer may use a consumer mediator free of charge for the amicable resolution of a dispute, after having first attempted to resolve the dispute directly with the customer service of Produits-veto.com.

Consumer mediator

Warning: the Poitiers Commercial Court is not a consumer mediator. The contact details above must correspond to an approved mediator actually designated by the Pharmacie de l’Envigne.

32. Applicable law

These General Terms and Conditions of Sale are governed by French law.

In the event of a dispute, the parties will first seek an amicable solution. Failing this, the dispute will be submitted to the competent French courts, under the conditions provided for by common law.

33. Modification of the GTC

The Pharmacie de l’Envigne reserves the right to modify these General Terms and Conditions of Sale at any time.

The applicable GTC are those in effect at the time the customer validates their order.