FAQ's

For UK deliveries we have 3 options:
FedEx before 10.30am - £19.95
FedEx before 12pm - £8.00/Royal Mail by 1.30pm £8.00
FedEx Standard/Royal Mail - £5.00 (free on orders above £50.00 net)

If you place your order by 3.45pm standard delivery should be with you between business hours the next working day. We also offer a next working day by 10am and 12pm service. Please note delivery times are subject to change due to events out of our control, this can be due to courier issues. Please contact us if your parcel is late. 

We offer a standard next working day service along with a 10am and 12pm delivery the next working day. We can also offer a Saturday morning service. 

Unfortunately due to reasons beyond our control sometimes deliveries can be delayed, this can range from courier misrouting or traffic delays.

Yes, for UK customers we can offer a next day delivery service on these service levels:                                        

FedEx before 10.30am - £19.95
FedEx before 12pm - £8.00                                                                                                                                                                            

Royal Mail special delivery by 1.30pm £8.00 (if outside Mainland UK)

This is not a guaranteed service, but we do offer a money back guarantee on the delivery fee if your order’s delayed.

Please note, UK orders need to be received before 3.45pm to ensure they leave us the same day.

For UK orders, please submit your order before 3.45pm for same day dispatch. 
For International, this is 2pm

Yes, if you would like to collect your order please contact us to arrange this. We will then advise how long it will take for the order to be ready for collection. 

Unfortunately in some areas we are unable to offer a timed service, please call the office to confirm your service options on 01142 588 530

Yes, all tax and customs charges are the responsibility of the customer

Yes, please contact the office on 01142 588 530 when your order is delayed to discuss the refund with a member of the team.

All orders under £50.00 (net) will incur a £5.00 standard delivery fee

Please contact the office for returns approval and to generate your returns reference number, once you have this you can then post your item back to us with a completed returns form which can be found on our website.

We charge a 10% restocking fee (minimum £10.00) for any unwanted returned items.

You can use any courier you like to send the items in, but we'd always recommend using a tracked service in the event the parcel goes missing and you need to raise a claim.

The goods must be returned within 14 working days of receipt.
Goods requiring temperature-controlled storage must be notified to the Company no later than the next working day and must have been stored in accordance with the manufacturer’s recommendations whilst on the customer’s premises.
Goods must be adequately packaged, in their original packaging to ensure that no damage is caused during their return to the Company.

If your product isn't in the original packaging we won't be able to resell it so can't accept it back.

Yes, any sterile items which have been opened, and any items which have been bought to order cannot be returned. Plus any items which were delivered over 14 days ago. If you're unsure though please get in touch and we'll happily discuss your options. 

Prices are available on our website once you log in with your account details. If you don’t have an account, please complete our account registration form to get started. Alternatively, you can contact our office via email at info@vetinst.com or call us at 01142 588 530 to request a price list in spreadsheet format.

If you’ve seen our products offered at a lower price elsewhere, please reach out to your Territory Account Manager or contact our office at 01142 588 530 / info@vetinst.com. We’d be happy to discuss potential discount options with you.

If the discount has been applied as a percentage off this will appear on the invoice, this may also appear as a block discounted price off the total invoice. If you are unsure, please contact the office on 01142 588 530 or info@vetinst.com 

Please contact your Territory Account Manager or the office on 01142 588 530 / info@vetinst.com to discuss potential discount options for large or high-value orders.

To apply for a credit limit, please contact our office at 01142 588 530 or email info@vetinst.com. We will provide you with the necessary form to complete. Once submitted, your application will be reviewed by our accounts department, and an appropriate credit limit will be set.

VAT is added at the checkout stage before you confirm your purchase. 

For discount inquiries related to your account, please get in touch with your Territory Account Manager or our office at 01142 588 530 / info@vetinst.com.

For Credit Accounts: Invoices must be paid within 30 days.
For Non-Credit Accounts: Payments must be completed before dispatch. 
If you have any questions about payment terms, please contact us for clarification.

If you're having trouble logging in just give us a call on 01142 588 530 and we'll happily get you sorted. 

During the checkout process you can add a new delivery address prior to the payment stage.

If you've changed premised, please drop an email to info@vetinst.com with your old and new details and we'll get this updated for you. 

Although you can amend the delivery details, the invoicing address needs to be amended by emailing info@vetinst.com

The customer number is your Vi account number and this can't be changed unfortunately

You can reset your password using this link and a reset email will be sent to you. If you don't have access to the email address registered to the account please give us a call.

There can be a delay in your order status changing and the website updating. This won't cause a delay with your delivey. 

Absolutely! When you get to the delivery address page of the checkout you can add a PO number there.

If you have a discount code applicable to website orders, this can be added at the Basket stage

Please contact the office at info@vetinst.com with the order information along with photos of the damaged parcel, alternatively you can phone the office on 01142 588 530 to discuss this further.

Please contact TSS team at info@vetinst.com and we can look into this for you.

For each £100 spent on VI products you will receive 1 sticker, once you have collected 50 you can then claim a £250 discount on VI products, you can also opt to collect 100 stickers to redeem a £500 discount on VI products.

The CPD voucher can only be claimed against one invoice, however the amount claimed will vary depending on the order value. The discount starts at £150 for the first £500 working up to £750 off a £2500 value. Please note the voucher only applies to VI branded products. 

Warranty periods will vary per product, please contact the team on 01142 588 530 or info@vetinst.com with the item you are enquiring about for further info. 

We offer a repair service to all products purchased from us, from scissor sharpening to power tool repairs, please contact the office on 01142 588 530 or info@vetinst.com. Repairs forms can be found on our website to fill in and return back to us with your item for repair. 

Our standard scissor sharpening is priced at £4.90 (Tungsten Carbide and Supercut not included) as for all other repairs a quote will be received by the repairer before any work is carried out.

Repair times can vary depending on the product and the reason for repair, we would always say to allow at least a couple of weeks lead time for smaller repairs leading onto longer lead times if the repair is requiring extensive work.

Unfortunately we are only able to offer a repair service on items purchased from VI

Yes, we can offer servicing on a range of products purchased from VI

We do have a number of loan items available, please contact the office on 01142 588 530 or info@vetinst.com to enquire if the loan item you need is available.

You can use any courier you like to send the items in, but we'd always recommend using a tracked service in the event the parcel goes missing and you need to raise a claim.

Some manufacturers charge a repair assessment fee even if you do not go ahead with the repair. Please contact the office on 01142 588 530 or info@vetinst.com for further information.