Legal
Terms & Conditions
Our experienced team brings together decades of knowledge across pharmacy, animal health, sales and product management.

From qualified pharmacists and AMTRA-registered SQPs to our wider support team, we're here to help you find the right products and advice for your animals.
Molecule Hyperdrug Ltd
Registered in England and Wales, Company Registration No. 01898060.

Images are for illustration only, as products may be changed or updated by suppliers.
Security & Privacy
All data is protected against unauthorised access by the most sophisticated systems available. We are registered with the Information Commissioner's Office, the General Pharmaceutical Council and the Veterinary Medicines Directorate, and follow all relevant directives and codes of practice.

Any information you provide is used to process orders, despatch goods and obtain payment. For medicines, it allows our pharmacists to monitor treatments for possible interactions, side effects or unusual doses. We do not sell or share customer data with other companies, although we may be required to share it with the police or regulatory bodies.

Email: you may remove yourself from our email list at any time.

Questions: please contact us at any time by email, telephone or in person.

Molecule Hyperdrug Ltd
Station Industrial Estate
Middleton in Teesdale
Co Durham DL12 0NG
Tel: 01833 641112
Order Handling & Delivery
Goods are sent by Royal Mail tracked services or by other couriers, depending on weight and value. If you would prefer to make alternative delivery arrangements, please discuss these with us.

Certain products (usually marked "H" in our catalogues) need special handling and incur extra charges, as do some delivery addresses in the Highlands and Islands. If items weigh more than 30kg or surcharges apply, we will provide a shipping quote and you can then decide whether to proceed.

Over 95% of orders are despatched on the day they are received, with most delivered on the next working day. Delays are inevitable at weekends, on public holidays and during severe weather.

Please note: orders are held until complete, so any back-ordered items may delay despatch.

Please check deliveries as soon as they arrive. Any loss or damage must be reported within 24 hours of receipt.
Goods Needing Refrigerated Storage
Refrigerated products are stored in our cold room between 2°C and 8°C until your order is packed. They are then packed in Woolcool temperature-controlled packaging with cool packs at the same temperature, which can keep products at fridge temperature for up to 72 hours. Packed orders stay in the cold room until the courier collects them, and are sent by a next-working-day service.

Important delivery information:

- Receipt required: someone must be available to receive the delivery. Temperature-controlled parcels cannot be left unattended.
- Refrigerate immediately: on receipt, place the contents in the fridge straight away so they stay at the correct temperature.
- Failed deliveries: we are not responsible for the cost of replacements if a delivery fails because no one was available to receive it.

While we take every care, we cannot guarantee that a product will always arrive below 8°C. For most mainland addresses, delivery by a specialist refrigerated courier can be arranged on request at a minimum cost of £170 + VAT. On rare occasions packages may be slightly delayed, but this should not cause problems: products are tested to ensure they can tolerate short-term excursions from controlled conditions, and international requirements state they must remain stable when stored for at least 6 months at 25°C.
Overseas Orders & VAT
Overseas customers should make sure that importing the goods, including medicines, is permitted by their customs and regulatory authorities. We cannot be responsible for any seizure, loss or damage.

Prices include VAT where applicable, at current rates, for delivery to UK addresses. Goods sent overseas may be subject to local taxes, such as VAT, at their destination.
Returns
We want you to be completely satisfied with your purchase. If you are not, any item except medicines and specially obtained or manufactured products can be returned within 14 days of receipt for an exchange or refund. Items must be unsoiled and unused, with original packaging and tags, and sent adequately packed and carriage paid.

Due to legal requirements, medicines cannot be returned except to correct a despatch error or in response to an official recall.

If you believe an item is faulty, please return it for inspection. It may need to be sent to the manufacturer for testing before a replacement or refund can be authorised. This does not affect your statutory rights.

Please contact customer services for a Returns Number, which must appear on the outside of the package or it will not be accepted. We advise using an insured shipping method and keeping proof of despatch.
Medicines
A valid prescription must be provided before prescription-only medicines can be dispensed.

Information on this website is for guidance only and does not replace advice from other healthcare professionals, including your vet or doctor. Please read all labels and packaging carefully before use, and contact our pharmacists if in doubt.

All orders for medicines are reviewed by a pharmacist, and a contract is formed only when the order is accepted by them and an invoice issued. Molecule Hyperdrug Ltd reserves the right to request additional information or to refuse to supply.
Order Fulfilment
We make every effort to fulfil your order promptly and efficiently. Occasionally, for reasons including (but not limited to) stock unavailability or an inability to deliver to your area, we may be unable to supply the goods in a timely manner. In such cases the order will be treated as never having been placed, and all monies, including shipping costs, will be refunded.
Complaints
Complaints about veterinary matters can be sent to veterinary@molecule.co.uk, and complaints about pharmacy matters to pharmacy@molecule.co.uk. You can also contact us by letter or telephone.
General
This website and any goods or services supplied through it are subject to the exclusive jurisdiction of the English courts. All possible care is taken in producing and maintaining the site, but no liability is accepted for loss or damage arising from the use of products featured. This does not affect your statutory rights under UK law where these may differ.

Equine Pharmacy, Canine Chemists and Pigeon Pharmacy are registered trademarks and trading names of the Company.

Links to other websites are provided for your interest only. Molecule Hyperdrug Ltd has no responsibility for, or control over, their content. E&OE.