Customer service

Order at Floris Pharma
On our website you can easily and cheaply order our products. All prices mentioned on our website are inclusive of VAT. You will be guided through the ordering process in clear steps. If you encounter any problems when placing an order, please contact our customer service. If you wish, customer service can also pick up your order by telephone (telephone number: 073 656 76 47).

Delivery and delivery times
This webshop only delivers orders within the Netherlands. If you do not live in the Netherlands and/or if you want to have an order delivered abroad, please contact customer service.

If the product is in stock, delivery will take place within 1-3 days.
Return order

Right of withdrawal
By virtue of the law, you have a right of withdrawal: you may return the ordered items within the 14-day trial period. This period commences at the moment that all items from the order have been delivered. You can use the model form below to indicate that you are exercising your right of withdrawal. Filling in this form is not necessary in order to exercise your right of withdrawal. You can also inform us of the withdrawal of your purchase by other means.

Withdrawal period
If you buy a product (at a distance) through our webshop, you as a consumer are entitled to a viewing period of 14 days. This means that you can revoke the purchase within 14 days. This period of 14 days starts after you have received your order. In practice, for you as a consumer, this means that you may return a product within 14 calendar days of receipt without giving any reason. If you order multiple products in one go which are delivered in parts, this period commences after receipt of the last product. After this notification that you wish to revoke the purchase, you still have 14 days to return the product. (You will find the conditions and procedure below)

Return conditions
In accordance with the 14-day visibility period, you may revoke the purchase within these 14 days. The condition is that you return the product undamaged. The product must have no traces of use and the sealing process must not have been broken. If we discover on receipt of the product that the seal has been broken and/or the product has been used beyond what is permitted and/or damaged, then we may or will charge costs for the depreciation. If the product is unsaleable, the depreciation is 100%. In any case, the product is unsaleable if the seal is broken.

Returns free of charge
If you wish to return (part of) your order, you can return your product to us free of charge. If your request has been approved (i.e. the 14-day visibility period has not been exceeded), you can return the shipment free of charge via a PostNL Post office or Parcel Point in your area. The purchase price together with any shipping costs paid will be refunded to you as soon as possible, at the latest within 14 days after termination. Please refer to the reimbursement.

You can also use the withdrawal form instead of the previous procedure.

For a quick handling of your return, we advise you to add (a copy of) the original invoice (or other proof of purchase) to the return. We would be pleased to receive the reason for your return. However, you are not obliged to state the reason.

Cancel order

You can cancel your order as long as it has not yet been sent to you. If you want to cancel your order, please contact our customer service. If your order is cancelled, the amount you have already paid will automatically be refunded and any reservations will lapse. If the order has already been sent, you can return the products.

We will refund the purchase price, including any shipping costs paid for the delivery, to you within 14 days of receipt of the withdrawal form, provided that we have received the products within the aforementioned period of 14 days return or have received proof of dispatch of the products. Reimbursement will take place using the same means of payment as with which the purchase price has been paid by you.

Return address

Floris Veterinaire Produkten BV
Kempenlandstraat 35 (office)
5262 GK Fught

As a consumer, you are entitled to the statutory warranty.

Do you have any complaints or comments? Then report it to us! You can reach us on telephone number 073 656 76 47 during working days from 8 a.m. to 5 p.m. You can also mail us at You can also express your complaint by sending a complaint.
In addition, you can use the ODR platform. Since 2016, the European Commission has made available an interactive online dispute resolution website (‘ODR platform’). The ODR platform is a single point of contact for consumers and traders who wish to resolve disputes arising from online transactions outside the courts. You can find the ODR platform under this link:


Floris Veterinaire Produkten BV
Kempenlandstraat 33
Telephone: 073 656 76 47 (available on workdays from 8 a.m. to 5 p.m.)


General terms and conditions
These apply to all agreements with Floris Veterinaire Produkten BV that run through this webshop.
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