General terms and conditions

General terms and conditions

MWI Animal Health sells goods via the Internet to businesses in Norway with an organization number. To shop with us, you must be at least 18 years old and have valid Norwegian ID for package deliveries. Products with a best-before date are always shipped with at least 3 months’ validity remaining before expiration.

Before clicking “Submit Order” at checkout, you must accept our general terms and conditions as outlined in this document. Once you have placed your order, we cannot make changes, add, or remove items manually.

MWI: Swevet AB (a company registered in Sweden with organization number SE556621-5843) operates as MWI Animal Health, with its 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 choose the shipping carrier based on various factors: the postal code you enter before proceeding to checkout, cutoff time before delivery, estimated delivery time, and stock status.

Our carriers in Norway are Postnord  and UPS.

If we receive your order before 1:00 PM on weekdays, the item will be shipped the same day. Our goal is always to provide you with the best possible service, and for urgent orders placed after 1:00 PM, we do our utmost to ship the item the same day.

According to the carrier, shipments are normally delivered to the customer two to five (2–5) days after being dispatched from us. If postal delivery is used, it takes at least one additional day.

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

Refrigerated products are shipped Monday through Wednesday from our warehouse.

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

2.1. Our Delivery Methods

Customers in Norway are offered free shipping on orders over 1500 NOK excluding VAT.

For deliveries outside the EU, any customs duties and shipping costs will be added and paid by the buyer. MWI Animal Health is not responsible for delays caused by customs.

Free shipping applies only to B2B parcel/pallet shipments (see more under B2B parcel/pallet). This means free shipping does not apply to packages sent to pick-up locations. If you choose to pick up the package at a pick-up location, or if the package is sent there because you were not available to receive it at the scheduled time, you will be charged an additional fee. Read more about the rules for shipment to pick-up points below.

Shipping costs are added for orders under 1500 NOK excluding VAT. The shipping cost is 99 NOK excluding VAT.

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

A fee of 99 NOK excluding VAT is added to all orders delivered to a pick-up location.

2.1.1 B2B Parcel/Pallet (Business to Business)

Products are delivered during daytime to the address you provided when ordering. Before delivery, the carrier will notify you via the phone number provided at purchase. The carrier normally gives an approximate delivery time window of about 3–4 hours. An adult must receive and sign for the shipment and show ID. We unfortunately cannot influence the carrier’s schedules and delivery days. In some areas, the carrier only delivers to homes certain days a week.

2.1.2 Delivery Without Signature

The option “Delivery without signature” means Postnord can deliver the shipment to the address without the recipient being present to sign. If you live in a postal delivery area, this is a good option to avoid delivery delays.

“Delivery without signature” means Postnord and any subcontractors disclaim all responsibility for the item upon delivery. If the recipient is present at delivery, they will sign as usual.

2.1.3 Delivery to Pick-up Location

Some smaller products are delivered to a pick-up location near your delivery address. The item is delivered to one of Postnord’s pick-up points.

You will be notified via SMS or letter when the item has arrived and can be collected at the pick-up location. You can pick up the item at your convenience, usually within 14 days.

More information is provided when shipping to a pick-up location. The item can only be collected by the person designated as the recipient. When collecting, you must show ID. A fee of 99 NOK excluding VAT is added to orders delivered to pick-up locations.

2.2. Tracking Your Package

Once the order has been shipped from our warehouse, you will receive a shipping confirmation email. This contains a tracking link you can click to follow your package.

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 location, you can collect the package with the parcel ID/tracking number and ID.

2.3. Missed Delivery / “Failed Delivery”

If you are unavailable when the shipment is to be delivered, you will be charged costs incurred due to the failed delivery attempt. For uncollected packages at pick-up points, you will be charged return shipping fees as outlined under “Canceling the order.” If refrigerated items spoil due to a failed delivery, you will also be charged for the value of the goods. Responsibility for the delivery transfers to you as the customer upon receiving the delivery notice.

2.3.1 Terminal Storage Fee

If you cannot receive home delivery within three (3) days from notification, you will be charged an additional administration fee of 265 NOK per day per shipment.

2.4. Uncollected Packages

We reserve the right to charge handling fees related to uncollected packages (return shipping, administration fees, etc.). Packages are stored at the pick-up location for 14 days before being returned to us. Please note that if you wish to return the item, you must first collect the package and then return it according to MWI Animal Health’s return process.

For uncollected packages containing pharmaceuticals, the following applies: According to the Norwegian Medicines Agency, returned medicines cannot be resold or shipped again. Medicines returned to us or not collected at the pick-up location must be destroyed by law. The cost of uncollected or returned medicines will be charged to the customer.

2.5. Changing the Delivery Address

Once the item has been shipped from the warehouse, it is not possible to change the delivery address. Therefore, it is important to verify that your delivery address is completely correct before placing an order.

2.6. Delivery Delays

Delivery times may be extended due to unforeseen events en route. This extra time is not always included in the estimated delivery time shown on the website. MWI Animal Health does not compensate for such delivery delays.

If we cannot deliver at the agreed time, we will promptly inform the customer of the reason for the delay and provide a new estimated delivery time as far as possible.

Purchase and payment terms

All prices are stated in Norwegian kroner. Any shipping costs will be added; see more under shipping and delivery terms.

3.1. Prices

For business customers with an account at MWI Animal Health who can log in to the webshop, MWI Animal Health’s list prices excluding VAT are displayed, and these prices apply until further notice. Some of our customers have agreed prices and discounts, which are visible to these customers when logged in. All prices are stated excluding VAT for customers logged into the webshop.

Products visible directly on the webshop without login are available for purchase and payment via PayEx, VISA, or MasterCard. These prices are stated including VAT.

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

For some products, prices are available on request. Call or email customer service at +47 23 65 13 60 or [email protected] for an offer.

3.2. Product images and product information

Product images on the website may not fully represent the exact appearance of the item. We reserve the right for any errors in product information and to change product information and prices without prior notice.

MWI Animal Health disclaims liability for any errors in product information or other content on the website. In case of errors, MWI Animal Health reserves the right to correct these afterward. We reserve the right for price adjustments, out-of-stock items, stock discrepancies, technical problems, changes in technical specifications, and any typographical errors on the website or in our advertisements.

3.3. Invoice

For business customers with login, invoices have payment terms of 14 days net unless otherwise agreed. Some customers may be required to pay in advance. 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 persons who are not veterinarians. Ownership of the goods remains with MWI Animal Health until full payment is received.

Order

Below you will find the MWI Animal Health ordering terms, which apply whether the order is placed via webshop, email, or phone.

4.1. How to order

Orders are placed on our website. If you have questions about how to order, you are welcome to call customer service at +47 23 65 13 60 or send an email to [email protected]. By placing an order, you accept our terms and conditions of purchase, and your name and personal or organization number will be registered in our customer database. A purchase agreement is concluded only when we have confirmed the order by sending an order confirmation to the email address you have provided. We reserve the right to correct orders if delivery cannot take place for any reason.

4.2. Adding products to an already completed order

You cannot add or change products in an order that has already been completed; such changes will instead be considered either a new order or a cancellation (see section 4.3. Cancellation below).

4.3. Cancellation

You can cancel the order before the item has been shipped from our warehouse; afterwards, cancellation is not possible. Business customers who have ordered items from our special assortment (so-called made-to-order items) cannot cancel their order. Please contact customer service if you have questions about made-to-order items.

4.4. Withdrawal of an order

For companies, the Contracts Act applies and not the Consumer Right of Withdrawal Act.

Claims and returns

5.1. Returns – Incorrect, Damaged or Incomplete Delivery

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 through MWI Animal Health, by contacting our customer service:

5.1. Returns – Incorrect, Damaged, or Incomplete Delivery

Before returning any product, prior authorization from MWI Animal Health is required. This is to ensure prompt and proper handling of your case.

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

If a medicinal product is returned, it will be destroyed and charged to the customer. MWI Animal Health also charges for uncollected packages, packages not accepted and returned by the shipping company to MWI Animal Health, as well as those returned due to an incomplete address provided by the customer.

All other items may only be returned if they qualify as saleable products. A saleable product is defined as one that:a) is in original, unaltered, unopened packaging with seals intact;b) is free of markings, stickers, and damage;c) has at least three months remaining before any expiry date;d) can be returned and sold in compliance with applicable laws and regulations at the time of return;e) has been stored, handled, and shipped properly so as not to affect product quality;f) was purchased directly from MWI Animal Health by you; andg) is not otherwise categorized as a non-returnable item.

Exceptions may apply based on specific manufacturers' return policies and may be subject to applicable fees.

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

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

1. Your name and contact information

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

3. A brief description of the issue: whether the product is defective, damaged from other causes than shipping, or incomplete, and what is missinga. If the product is defective, please provide 3–5 photos where the damage is clearly visible in at least one image, and ensure the entire product is visible in one of them

4. The order number associated with the item you wish to return. You may also attach a copy of the order confirmation.

5.2. Transport Damage – Carrier Responsibility

All damages occurring during transportation must be reported directly to the carrier. If you notice damage to the product or packaging upon delivery, notify the carrier immediately by noting the damage on the delivery receipt before signing.

If you received the item under authority to leave (delivery without signature), report the damage directly to the carrier by contacting them. Be sure to include the shipment number/tracking number in your claim.

Contact MWI Animal Health customer service if your goods were damaged in transit.

If damage occurs, do not use the product. It is also important that you retain the packaging so the damage can be inspected during the claims process.

Other shipping-related inquiries can be directed to the respective carrier’s customer service:

Postnord – Customer Service
UPS – Customer Service

5.3. Hidden Damage

If you discover damage that was not visible before unpacking the items, contact MWI Animal Health directly via form or email as described in section 5.1. We will initiate an investigation and respond as soon as it is completed. It is important to unpack and inspect products immediately upon delivery.

5.4. Complaints, Disclaimers and Warranty Limitations

You acknowledge that MWI Animal Health is a distributor and not the manufacturer of the products. MWI Animal Health therefore only guarantees the transfer of ownership of the products.

The above warranty constitutes the sole and exclusive warranty from MWI Animal Health regarding the products. MWI Animal Health expressly disclaims all other warranties, expressed or implied, including any warranties of merchantability, fitness for a particular purpose, and quality. MWI Animal Health’s warranty only applies if full payment for the products has been received.

The product manufacturer may provide their own warranty. Any 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 any manufacturer warranty.

If you wish to file a product complaint, follow the steps in section 5.1.

5.5. Refunds for Returns or Complaints

Refunds for returns or complaints are issued as a credit note for the approved product after inspection and verification that the product meets the criteria for credit under this policy.

Personal data

In connection with ordering and/or account registration, you agree that we store and use your personal data within our business to provide the service you can expect from us. All processing of personal data is conducted in accordance with Swedish pharmacy data laws and the General Data Protection Regulation (GDPR).

Your personal data is used by us and our partners in connection with payment and delivery. We guarantee that no information about you will be sold or disclosed to third parties. Read more about how we process personal data in our Privacy Policy.

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

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