These terms and conditions apply to all transactions concluded between Sylgen Animal Health Limited (also referred to as Sylgen or SylgenAH) and with you, the customer, via the Sylgen Animal Health Limited website online shop. You should read these carefully before placing your order and print a copy for your future reference. By using the Website shop you accept and agree to be bound by these Terms and Conditions and consent to Sylgen Animal Health Limited contacting you to ensure your order is processed and delivered quickly and efficiently to the high standard we strive to achieve and these terms and conditions shall constitute the entire agreement between you and the online store. If you do not agree to the Terms and Conditions, you should leave the Website.

Sylgen Animal Health Limited reserve the right to alter or amend these Terms and Conditions at any time without consultation, notification to you & without liability to you.




Within these terms and conditions, the following terms & definitions are used as follows:


  1. The Company means Sylgen Animal Health Limited.
  2. Sylgen or SylgenAH means Sylgen Animal Health Limited.
  3. The Buyer or customer means you or the individual, company, Partnership or other entity purchasing goods from the Company or through this website.
  4. Stock Goods are those products which Sylgen Animal Health Limited routinely hold in stock in our warehouse.
  5. Special Order Goods are those products which are NOT routinely held in stock and will need to be ordered specifically upon customer requests or orders. These include full pallet orders.

Your Guarantee

Every purchase from our website is covered by our 30-day satisfaction guarantee.

We guarantee a full refund for unopened goods returned to Sylgen Animal Health Limited in original & saleable condition. To return goods please refer to our Returns Policy. 

(Please be aware that this guarantee does not apply to special order goods which are non-returnable and non-refundable.


Accurate Orders

What we send will be exactly what you ordered, no substitutes, shortages, or other discrepancies. Large orders may be shipped in more than one box or shipment or combined in one delivery and will be sent to the address specified on the order. We may choose to send large orders on a pallet where appropriate.



We want your goods to arrive in good condition as quickly and as inexpensively as possible. All orders are sent by Parcelforce using a 48 Hour Service, post office or other freight haulage partners with which we work. Delivery of your orders should be within 3 to 4 working days of receipt of your order payment being cleared into our bank account for stock products. Special Order Products including full pallets will take longer, and you should refer to our Special-Order Goods below for details.


Larger orders and pallet orders will be shipped on a pallet for health and safety reasons and to reduce freight costs and it is your responsibility to ensure that you have the means and ability to unload any pallets at the delivery address given. Sylgen Animal Health Limited reserve the right to charge any costs and freight on returned pallets that could not be unloaded at the delivery address due to lack of means or facilities such as a fork lift at the delivery address.


We will make every reasonable effort to deliver your goods as quickly and efficiently as possible, but It is your responsibility to ensure that you provide us with your full and correct delivery address and postcode to enable correct delivery of your order. Your order may need to be “signed for” and it is your responsibility to ensure that you or a representative is available to accept your order. If we are unable to deliver your order because the address is incorrect, or nobody is available, we will attempt to redeliver your order where practical and will contact you where possible to ensure delivery is made. If the product(s) are returned to us due to a failure to deliver, then we will offer you the option to cancel your order and a full refund will be given or we will deliver to an alternative address. Sylgen Animal Health Limited reserve the right to charge you any additional costs incurred due to the failure of our couriers to deliver your goods for any of the reasons stated as above. 


Sylgen Animal Health Limited can accept no liability for loss or delays in delivering your order where incorrect or incomplete delivery and/or contact information has been provided by you.


Sylgen Animal Health Limited use independent, third-party companies to deliver our products to you and the company can accept no liability or responsibility for loss, damage or delays in delivering your orders caused by third party companies outside our control. If your goods are lost, delayed or received damaged due to third parties then Sylgen Animal Health Limited will offer you a chance to replace, return or get a refund on your order as stated in our returns policy.


All goods are subject to availability. If any item you have ordered is not available, we will inform you as soon as practicable, giving you an estimate of when we anticipate the items you have ordered will be available and subsequent delivery of the item(s) when available, or you may be offered an alternative product, or you may request cancellation of your order. All orders placed by you are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.


Special Order Goods

Products listed as special-order items on our website are not held in stock and will be ordered and manufactured specifically on request and as required by our customers. Special Order goods must be paid for in full at the time of ordering (unless otherwise agreed with the Company) and delivery of these products may take up to 4 or 5 weeks plus. We will advise the customer when delivery of goods can be expected, and you will have the right to cancel your order at this time if this is unsatisfactory. It is your responsibility to ensure you provide an adequate lead time for your order and that your order is placed with us with an appropriate lead time to meet your order expectations or requirements. 

Once your order is confirmed these goods must be paid for prior to manufacture (unless otherwise agreed with the Company) and Sylgen Animal Health Limited will always do our best to get your order to you as quickly as possible. It is you, the customer’s responsibility to ensure that the special-order product(s) meets your needs and requirements before ordering. 

Special Order Goods are Non-returnable & Non-refundable unless the goods delivered are supplied by the Company damaged or are incorrect and were not the goods ordered by the customer.


Where customers require & order special order goods on a regular basis these will be then added to our stock goods for future supply and in these cases the “special order status” as described above will no longer apply.


No Endorsement

Mention of third-party products or services, including the use of trademarks or links to the websites of other Manufacturers, is for informational purposes only and constitutes neither an endorsement nor a recommendation of those manufacturers. In addition, such use of trademarks or links to their websites are not intended to imply, directly or indirectly, that those manufacturers endorse or have any affiliation with the company. You visit any third-party website which is outside our control at your own risk and Sylgen Animal Health Limited will accept no responsibility for the content and/or consequences for visiting third party websites.


Accuracy of Information

Product specifications and other information have either been provided by the manufacturer or collected from publicly available sources. While the company makes every effort to ensure that the information on this website is accurate, we can make no representations or warranties as to the accuracy or reliability of any information provided by third parties on this website.


Links to External Sites

This site may contain links to other sites on the internet which are owned and operated by manufacturers or other third parties. You acknowledge that we are not responsible for the availability of, or the content located on or through, any External Sites and you visit these at your own risk.


Prices shown are what you pay, including any shipping charges and Value Added Tax (VAT) at the prevailing rate, which is applicable to customers in the United Kingdom. Should the appropriate rate of VAT change, Sylgen Animal Health Limited reserve the right to change our prices accordingly. Delivery charges on net product order values are included in our prices & are shown at Checkout and on your invoice.


Sylgen Animal Health Limited reserve the right to alter prices on this website at any time and without consultation or liability to you or any other party. This will not affect pricing on any orders already received and being processed.



You may cancel your order in accordance with your rights under the Distance Selling Regulations. You may cancel your order at any time prior to dispatch. Once dispatched, your order can not be cancelled, but you may return your order to us as explained in our returns policy. To cancel your order, you must contact us prior to dispatch of your purchase quoting your Order Number. If you cancel your order prior to dispatch and you have already paid for the goods, you will receive a full refund for your order.


If Sylgen Animal Health Limited cancels your order prior to despatch and you have already paid for the goods, you will receive a full refund.


We reserve the right to refuse or cancel any order at our sole discretion at any time. You are then entitled to a full refund of any amounts already paid.


Please be aware that orders for Special Order Goods once placed and accepted by the company cannot be cancelled and are non-returnable and non-refundable, once ordered by and paid for or delivered to you the customer. Sylgen Animal Health Limited reserve the right to recover from you the customer any losses, or costs associated with orders for Special Order Goods which are ordered by the customer and subsequently refused for any reason, unless these goods are incorrect or damaged on receipt or Sylgen Animal Health Limited were negligent or shown to be in error.



Payment for goods can be made by via credit or debit card as accepted by this website or if preferred via BACS direct to our bank account or by sending us a cheque or postal order to our contact PO Box address as follows: Sylgen Animal Health Limited, PO Box 78, Llandysul, SA44 9AB. If paying via BACS, you must contact us for our correct banking details and please include your invoice number as the payment reference against your BACS Payment. If paying by Cheque, make your cheques payable to “Sylgen Animal Health Limited” and please print your name and delivery address and order number on the back of your cheque and send to the above address. Sylgen Animal Health Limited will dispatch your goods once your payment has been cleared into our bank account and you should allow 3 or 4 working days for stock products to be delivered to your delivery address once dispatched, as stated in our Delivery Policy above. Sylgen Animal Health Limited take all reasonable precautions to keep the details of your order and payment secure as per our privacy policy described at the bottom of these terms and conditions. However, unless we are negligent, we cannot be held liable for any losses caused because of unauthorised access to information provided by you. We do not keep any credit card information on our systems or servers.

We may transfer our rights under this agreement to third parties. This includes, but is not limited to, the collection of payments due for your purchases. Should payment for your order remain outstanding or be refused after initial authorisation or returned in any other way, you indemnify us against the reasonable costs and expenses of obtaining payment in full. This includes, but is not limited to, interest on the amount outstanding, our extra administrative costs for payment collection, and related bank charges levied against us. The contract between us shall be governed by the laws of England and Wales and any dispute between us will be resolved exclusively in the courts and jurisdiction of England and Wales.


Product sale and ownership

Goods ordered from and/or delivered by Sylgen Animal Health Limited remain the property of Sylgen Animal Health Limited until paid for in FULL. Goods are supplied on the understanding they are for use or resale within the United Kingdom only and cannot be exported without prior permission in writing from the Company.

In the event of an error

While we aim to ensure that all prices, and pictorial and textual specifications are correct, errors may occur. If we discover an error in the price of the goods you have ordered, we will inform you as soon as practicable. If the error is to your detriment, we will give you the option of confirming your order at the revised terms or cancelling it partially or completely. If the error is to your benefit, we will have the option, in our complete discretion, of cancelling your order, completely or in part for the items concerned. If we are unable to contact you or you do not respond, we will cancel your order.


Faulty goods

In the unlikely event that you receive faulty, damaged or incorrect goods, please refer to our Returns Policy.


If a product develops a fault after 30 days of purchase, please contact us so that we may arrange for the rectification of the fault under the Manufacturers Guarantee or Warranty. We will not be liable for the costs of postage & packaging of returned defective goods.


Returns Policy

We offer a simple No Quibble 7 Day Money Back Guarantee.

If any item is not what you required, then just notify us by email or post within 7 days of delivery (stating reason for return) and ensure these goods are returned to Sylgen Animal Health Limited within 30 days of receipt. We will then issue you with either a refund or allow you to exchange the item for something else instead. When refunding the customer, postage costs on the original order are not refunded. Refunds are made to the original Card or Bank account used to pay for your order.


Items must be returned in a re-saleable condition & in original packaging, otherwise no refund can be given. Please send items back via recorded delivery for your own proof of delivery. The cost of returning goods is not reimbursed. Please note that this return policy does not apply to Special Order Goods which are non-returnable and non-refundable.


When returning goods please provide the details as set out below and returns should be sent to the address below:


Please include:
Order Number where applicable
Name and Address
Original invoice (please retain a copy for your own records)
Original packaging/container
Reason for return and requesting a Refund.


If an order was undeliverable, and we could not resolve the issue with you (e.g. because we received no response to email(s) we sent you we will consider your order abandoned. Once the order is returned to us, we will refund the goods value of the order in full to the card used to pay for the goods. Sylgen Animal Health Limited reserve the right not to refund any costs or delivery charges we incurred because of being unable to deliver goods due to incorrect information supplied by you or any other factors stated in our Delivery policy above which prevents us from delivering your order.


In computing refunds for orders which we have attempted to deliver, the goods we supply do not present a hazard to health and safety


  1. When properly used for the purpose for which they are designed,
  2. If used in accordance with the instructions provided, and
  3. If you take reasonable and normal precautions in their use.

Refunds will be made within 7 days of any goods being returned to our warehouse in a satisfactory condition and a refund being agreed.


Please address any returned Products to:


Sylgen Animal Health Limited
Ddol Wen
Capel Iwan
Newcastle Emlyn
SA38 9NL
Tel: 01559 370 222



Our liability shall in all cases be limited to the total value of any order placed. With the company warrants that goods and/or services provided are fit for the stated purpose and free of inherent defects, but to the extent legally permissible provides no indemnity in respect of any losses, actions, costs, claims, demands, expenses, whether direct, indirect or consequential or other liabilities whatsoever.


We do not guarantee that this website will be compatible with your computer equipment. We do not accept liability for any corruption or loss of data held thereon and similarly we will not be held liable for any other loss or damage of any kind caused to your computer equipment resulting from the use of this website.


Electronic communication

We confirm transactions, dispatches, etc. by email to an address that you provide. If you want to receive these emails, it is your responsibility to ensure that the details you provide are correct, and that your mailbox will accept messages from us. We are not responsible for the delay or loss of messages due to filtering technology, resource limits or issues with your ISP, network configuration or email software.


The use of any personal information you provide is governed by our Privacy Policy and you may request details of the information and data we may hold on you, changes to this information or withdraw your consent for us to contact you at any time as detailed in your rights under the GDPR described at the bottom of these terms and conditions.


Variance of Terms and Conditions

Transactions with the company are governed by these Terms and Conditions. We may change these terms and conditions from time to time without prior notification or consultation or without any liability to you. Any changes will only apply to future orders. Your statutory rights are unaffected.

Privacy Policy. & GDPR


Sylgen Animal Health Limited take your privacy seriously and we offer the following guarantees in addition to or support of your rights under the GDPR:


  1. We will not store or keep your personal or payment details on our website or our databases and once payments are made any payment information will be destroyed.
  2. We will take all reasonable & practical precautions to ensure that any details we hold on you remain secure always.
  3. We will not sell or pass on your details to any other company or third party without your prior written consent, except where we need to fulfil your order.
  4. Any information which we collect about you will only be used to communicate with you and provide you with products and services which you request or consent to.
  5. We will use your email address and contact details provided by you to keep you informed of your order progress and delivery status.
  6. We may use your email address and contact details provided by you to keep you informed of offers, news and products that may be of interest to you providing you have given us your consent to contact you in this way. 
  7. You may request for your contact details and any communication with you to be stopped at any time.
  8. None of the above affect your rights under the General Data Protection Regulation (GDPR) which became law within the EU and UK on 25th May 2018.


What is a cookie?

Cookies are text files containing information downloaded to your PC, mobile or other device when you visit a website. They are then sent back to the originating website per visit or to another website that recognizes that cookie; this allows a website to recognize a user’s device.


Persistent cookies – these remain on a user’s device for a time period specified in the cookie. They are activated each time the user visits the website that created that particular cookie.


Session cookies – these cookies allow website operators to link the actions of a user during a browser session. The session starts when a user opens the browser window and finishes when they close the browser window. Session cookies are created temporarily – once the browser is closed, all session cookies are deleted.

Cookies do many different jobs, like navigating between pages efficiently, remembering your preferences, and improving the user experience. They can also help to ensure that adverts you see online are more relevant to you and your interests.

You can find more information about cookies at www.allaboutcookies.org and www.youronlinechoices.eu.


Cookies used on the website

A list of the cookies used on the website by category is set out below.


Strictly necessary cookies

These cookies enable services you specifically ask for. For those types of cookies that are strictly necessary, no consent is required.

These cookies are essential to enable you to move around the website and use its features, such as accessing secure areas. Without these cookies, the services you ask for, such as shopping baskets or e-billing, cannot be provided.


Performance cookies

These cookies collect anonymous information on the pages visited.

They collect information about how visitors use the website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor – all information collected is aggregated and therefore anonymous. It is only used to improve how the website works.


Functionality cookies

These cookies remember choices you make to improve your experience.

They allow the website to remember choices you made (such as your name, language or the region you’re in) and provide enhanced, more personal features. These cookies can also be used to remember changes made to text size, fonts and other parts of web pages that can be customized. They may also be used to provide services you asked for such as watching a video or commenting on a blog. The information these cookies collect may not reveal the person’s identity and they cannot track browsing activity on other websites.


Targeting or readvertising cookies

These collect information about browsing habits to make advertising more relevant to you and your interests.

They are also used to limit the number of times an advertisement is seen as well as help measure the effectiveness of the advertising campaign. Usually placed by advertising networks, with our permission they remember visited websites. This information is shared with other organizations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organization.


Behavioural advertising and online privacy

A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at www.youronlinechoices.eu. The guide contains an explanation of the IAB’s self-regulatory scheme to allow you greater control of the advertising you see.


Using browser settings to manage cookies

The help function on the menu bar of most browsers will inform you how to stop accepting new cookies, how they can notify you when you receive a new cookie and how to disable them altogether. Similar data can also be disabled or deleted as used by browser add-ons, such as Flash cookies, by changing the add-on’s settings or visiting the website of its manufacturer.

However, because cookies allow you to take advantage of some of the website’s essential features they can be left enabled. For example, if you block or otherwise reject cookies you may not be able to use our products, services and other facilities. If you leave cookies turned on, remember to sign off when you finish using a shared computer. 

Disclosing your information

Your information will never be disclosed to anyone outside Sylgen or SylgenAH except where your consent is granted; where we are required or permitted to do so by law; to other companies who provide a service to us; or any successors in title to our business.

Other websites

The website may contain links to other sites which are outside our control and not covered by this policy. Operators of these sites may collect information from you that will be used by them in accordance with their policy, which may differ from ours.


How to contact us:

You may contact us at any time using the following methods:


Write to us at:


Sylgen Animal Health Limited
PO Box 78
SA44 9AB


01559 370 222


We do not have a fax number




Sylgen Animal Health Limited websites are:



Sylgen Animal Health Limited Registered Office is at: Robinson Brothers, 3 Kits mead Lane, Longcross, Chertsey, Surrey. KT16 0EF. Email: info@hysolvuk.com.
Sylgen Animal Health Limited address for all correspondence is: Sylgen Animal Health Limited,
PO Box 78, Llandysul, SA44 9AB.
Sylgen Animal Health Limited Company Registration number: 13203342
Sylgen Animal Health Limited VAT Registration Number: GB 372 8374 70


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