Online Orders – Terms & Conditions
Animal Health Laboratories (AHL)
These Online Orders Terms & Conditions apply to purchases made through the Animal Health Laboratories (AHL) online store.
They should be read together with AHL’s applicable Laboratory Terms & Conditions, any sampling or submission instructions supplied by AHL, and any product-specific terms and conditions displayed on the relevant product page.
Where additional product-specific terms are displayed for a particular product, package, subscription or monitoring programme, those terms form part of the conditions applicable to that purchase.
1. Placing an Online Order
By placing an order through the AHL online store, the customer is requesting to purchase the products and/or services selected at checkout.
Customers are responsible for ensuring that the information supplied when ordering, including contact details, delivery information and any animal, herd or testing information requested, is complete and accurate.
Following successful completion of an order, AHL will issue an electronic order confirmation and/or VAT invoice/receipt as applicable.
Customers should retain their order confirmation and invoice/receipt for their records.
2. Prices & VAT
Prices displayed on the AHL online store will indicate the applicable VAT treatment.
Where prices are displayed including VAT, the applicable VAT is included in the displayed price.
Any applicable delivery or other charges will be shown separately during the ordering or checkout process.
The final amount payable will be displayed before the customer completes payment.
3. Payment
Payment for online orders is generally required at the time the order is placed unless otherwise expressly agreed with AHL.
An order will not normally be processed for dispatch until the required payment has been successfully received or otherwise authorised.
4. Sampling Kits & Testing Packages
Certain products sold through the AHL online store consist of a sampling kit together with associated laboratory testing purchased in advance.
In these cases, the customer is purchasing the complete package described on the relevant product page, which may include:
- sampling materials;
- administration and order processing;
- laboratory testing;
- reporting of laboratory results; and
- other elements specifically stated in the product description.
The precise contents and testing entitlement of each package are set out on the relevant product page.
5. Prepaid Testing Packages
Where laboratory testing is purchased in advance, the customer’s payment secures the testing entitlement described at the time of purchase.
The customer is responsible for collecting and submitting suitable samples to AHL in accordance with the applicable instructions and within any validity period or programme deadline specified for the product.
Failure to submit a sample does not automatically entitle the customer to a refund for unused testing.
Any product-specific refund, validity or expiry conditions displayed on the relevant product page will apply.
This provision does not affect any statutory rights or remedies which cannot lawfully be excluded.
6. Subscriptions & Monitoring Programmes
Certain AHL products may be offered as subscription or monitoring programmes, involving multiple tests, sampling occasions or services over a specified period.
The number and type of tests included, recommended sampling frequency, programme duration, validity period and any other programme-specific requirements will be stated on the relevant product page.
Unless otherwise stated, unused tests or sampling entitlements must be used within the applicable programme or validity period.
Expiry of a programme or unused testing entitlement does not extend any external regulatory, scheme or programme deadline.
7. Product-Specific Terms
Some products may have additional terms because of the nature of the testing, external scheme requirements, regulatory requirements, programme deadlines or other conditions.
These product-specific terms form part of the conditions of purchase where they are displayed on the relevant product page at the time the order is placed.
Customers should read the complete product description and any product-specific terms before completing their purchase.
8. Delivery of Sampling Kits & Other Physical Products
Where an order includes physical sampling materials or other products requiring delivery, AHL will dispatch them to the delivery address supplied by the customer.
The applicable delivery method and charge will be displayed during the ordering or checkout process where relevant.
Where the product states that tracked delivery is provided, AHL will use an appropriate tracked delivery service.
Customers are responsible for ensuring that the delivery address and contact details supplied are correct.
AHL should be notified as soon as reasonably possible if a delivery has not arrived as expected.
9. Return of Samples to AHL
Unless expressly stated otherwise, the delivery charge for sending a sampling kit from AHL to the customer does not include the cost of returning samples to AHL.
Customers are responsible for returning samples in accordance with the sampling, packaging, transport and submission instructions applicable to the test.
Where particular temperature, packaging, timing or transport requirements apply, these must be followed to help preserve sample suitability.
10. Sample Suitability
Customers are responsible for collecting, identifying, storing and returning samples in accordance with the instructions supplied by AHL.
AHL reserves the right not to test a sample where it is unsuitable, insufficient, incorrectly identified, damaged, contaminated, outside an appropriate testing timeframe or otherwise unsuitable for reliable analysis.
Where appropriate, AHL may contact the customer to request a replacement sample.
Additional sampling material, testing and/or delivery charges may apply where replacement materials or additional testing are required.
11. Validity & Expiry of Testing Packages
Where a testing package, subscription or monitoring programme has a stated validity period, the testing entitlement must be used within that period.
Where a product-specific validity period is stated on the relevant product page, that period will apply to that product.
Any unused testing entitlement remaining after the applicable expiry date may expire.
Where the testing relates to an external scheme, programme or regulatory requirement, the AHL package validity does not extend any deadline imposed by the relevant external body.
12. Cancellations & Refunds
Requests to cancel an online order should be made to AHL as soon as possible.
The availability of cancellation or refund will depend on the nature and status of the order, including whether:
- the order has already been processed;
- sampling materials have been prepared or dispatched;
- testing has commenced;
- a sample has been submitted;
- the product or service has been customised or specifically prepared for the customer; or
- product-specific cancellation or refund terms apply.
Where a prepaid testing package includes sampling materials and those materials have already been dispatched, failure to subsequently submit the associated sample(s) does not, by itself, create an entitlement to a refund for unused testing.
Nothing in these terms is intended to limit statutory consumer rights or other rights that cannot lawfully be excluded.
13. External Schemes & Programmes
Some AHL products may support participation in schemes or programmes administered by third parties, including government departments, industry bodies or other organisations.
Purchase of an AHL product does not guarantee eligibility for, compliance with, or payment under any external scheme or programme.
Customers remain responsible for confirming their eligibility and complying with the applicable rules, deadlines and record-keeping requirements of the relevant scheme or programme.
Where appropriate, customers should refer directly to the official terms and conditions issued by the relevant scheme administrator.
14. Laboratory Results
Where laboratory testing forms part of an online purchase, results will be issued following completion of the applicable testing in accordance with AHL’s normal laboratory processes.
Customers are responsible for supplying sufficient and accurate information to allow AHL to identify the submission and issue the result appropriately.
The issuing of laboratory results is separate from any customer’s responsibility to comply with an external scheme, programme or regulatory requirement.
15. AHL Laboratory Terms & Conditions
Laboratory testing supplied as part of an online order remains subject to AHL’s applicable Laboratory Terms & Conditions, quality requirements and laboratory procedures.
These Online Orders Terms & Conditions govern the online purchase and associated commercial arrangements and do not replace AHL’s controlled Laboratory Terms & Conditions.
16. Changes to Online Products
AHL may update product information, availability, prices or online terms from time to time.
The product information and product-specific terms applicable to an order are those presented to the customer when the relevant order is placed, subject to any rights or obligations arising under applicable law.
17. Contacting AHL
Customers with questions regarding an online order, sampling kit, delivery or testing package should contact Animal Health Laboratories using the contact details provided on the AHL website.
18. Acceptance of Online Order Terms
By completing an online purchase, the customer confirms that they have had the opportunity to review these Online Orders – Terms & Conditions, together with any applicable product-specific terms and conditions.
Where acceptance is requested during checkout, the customer must confirm acceptance before completing the order.
Nothing in these Online Orders Terms & Conditions excludes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted.