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RedPetFoods Terms & Conditions of Business
NONE OF OUR TERMS AND CONDITIONS AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER
Terms updated 4th August 2008
Making A Purchase
Making a purchase couldn't be easier. Just browse our catalogue by category or brand and add items to your cart. After you have finished your selection, click on "View Cart" and you will be asked for the few details that we need to be able to satisfy the order.
If in the exceptional circumstance that we take your order for an item, but run out of stock prior to your order being dispatched, we will backorder for you. We will endeavour to email you with the option to cancel your order if you would rather not wait.
Please note that all purchases must be made online using our website.
We cannot accept orders received by post.
We accept Visa (including Visa Electron), Solo, Maestro and MasterCard.
You can also pay by cheque, PayPal or Google Checkout. Cheques presented at our trade counter must be supported by a cheque guarantee card. Where cheques are used in payment for online orders we may suspend dispatch until payment is cleared in our account.
We trade in sterling (GBP). Any figures shown on the website in other currencies are for guidance only. Check with your card issuer for their rates and fees for international transactions.
Cards keyed online are automatically debited at the time of purchase. You may only place orders and make communications with us in English, and all contracts concluded between us will be in English.
Shipping And Handling
The website displays shipping options appropriate to the weight of your order and the region in which you say you live.
We use various couriers in order to get the best combination of service and value for money for our customers.
Cancelling an Order
Under the EC Distance Selling Directive, you have the right to cancel the contract for your purchase within 7 working days commencing the day after the date that the items were delivered. You do not need to give us any reason for cancelling your contract, nor will you have to pay any penalty. You cannot cancel your contract if the goods you have ordered meet any of the following criteria:
- They are perishable (e.g. some foodstuffs)
- They cannot be resold for safety/hygiene reasons
- They have been customised for you
- You have taken these items out of the sealed packages in which they were delivered to you.
To cancel a contract, write "Cancel Contract" on a piece of paper with your order details (a printout of an email will suffice). Package the items securely and send them to us with the invoice within 7 working days commencing the day after the date that the items were delivered. We request that you email us at sales@redpetfoods.co.uk to tell us that you are returning goods before you send them. 24 hours' advance warning is required for returns. The return address is:
Red Pet Foods,
Unit 9, Torbay Business Park,
Woodview Road,
Paignton, Devon,
TQ4 7HP
We recommend that you use a recorded-delivery service. Note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error.
When we receive the goods with the notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item. Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order, provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
Cancellation by Red Pet Foods
We reserve the right to cancel the contract between us if:-
- we have insufficient stock to deliver the goods you have ordered,
- we do not deliver to your area, or
- one or more of the goods you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by e-mail and we will re-credit your account with any sum deducted by us from your credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
Delivery Schedule
Your order will normally be dispatched the same day if we receive it before 2pm UK time Monday to Friday with the exception of English public holidays.
Customers in the Highlands of Scotland may find that their deliveries take one extra working day to arrive. Read more here.
Events Beyond our Control
We shall have no liability to you for any failure to deliver goods you have ordered, or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
Liability
If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing (e.g. by email) at our contact address of the problem within 10 working days of the delivery of the goods in question.
If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 40 days of the date on which you ordered the goods.
If you notify a problem to us under this condition our only obligation will be, at your option:-
- to make good any shortage or non-delivery,
- to replace or repair any goods that are damaged or defective, or
- to refund to you the amount paid by you for the goods in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under paragraph c) above.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchased.
The information in this website is not a substitute for veterinary advice and is for information purposes only. You should always consult a veterinary surgeon if you have any concerns about you pet's health. He or she will have the advantage of taking a complete medical history and physically examining your animal.
Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
Tax Charges
For orders made from within the European Union, 17.5% UK VAT is added. Our UK VAT registration number is 807791700.
Credit Card Security
Online credit card transactions are handled securely by specialised payment processors. They comply with the Payment Card Industry (PCI) Data Security Standards (DSS) and are externally audited in this respect.
Guarantee on Products We Sell
We guarantee your satisfaction. All of our products come with a 30-day no-quibble guarantee unless specifically mentioned. Please email us if you are not happy with your purchase.
This does not affect your statutory rights as a consumer.
Complaints Procedure
In the unlikely event that you have a complaint concerning an order through Red Pet Foods, either:-
- Email sales@redpetfoods.co.uk. We will acknowledge receipt of your email within 1 working day.
- Write to Red Pet Foods, Unit 9, Torbay Business Park, Woodview Road, PAIGNTON TQ4 7HP, England.
- Telephone +44 (0)1803 525497. We are available during normal office hours but may have to call you back if we’re engaged in the warehouse when you call.
A senior manager at Red Pet Foods will personally deal with your complaint and you will be kept informed during all stages of the complaints procedure.
Privacy Policy
Red Pet Foods are committed to protecting your privacy.
Use of Cookies
We use technology to track the patterns of behaviour of visitors to our site. This includes using a "cookie" which is stored by your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
We will only use the information that we collect about you lawfully (in accordance with the UK Data Protection Act 1998).
Information we collect about you
We collect information about you for 2 reasons: firstly, to process and deliver your order and secondly, to provide you with the best possible service.
After you have registered we will email you periodically to let you know about products we think may be of interest. You can turn off these emails by modifying your account settings at any time or by using the unsubscribe link in any of these emails.
We will not supply any of your details to any third party in the future except for the purposes of debt recovery, unless required by law.
The type of information we will collect about you includes: your name, address, phone number, email address, goods ordered and credit/debit card details.
We will never collect sensitive information about you without your consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you notify us of any inaccuracies we will correct the errors promptly. Personal information that we hold will be held securely in accordance with the law. We are listed as a controller on the Data Protection Register (http://www.ico.gov.uk/).
Questions/comments about privacy? Email us at sales@redpetfoods.co.uk
Returns Policy
We offer all our customers a 30-day no quibble money-back guarantee on all our products.
This does not affect your statutory rights as a consumer.
If you are not satisfied with your item, you can return it.
If you wish to return a product, please e-mail us to let us know what you'd like to send back. We will reply requesting all the details we need to fulfil your request. We can then issue a returns authorisation number and instructions on how to complete the return.
Remittance Terms
All goods remain the property of Red Pet Foods until paid for.
Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
Governing Law
This contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
General Jurisdiction Disclaimer
This site is targeted at residents of the United Kingdom mainland and the Isle of Wight. If you are not a resident of the United Kingdom mainland and the Isle of Wight do not use this site. In listing your place of residence and delivery address in our order form, you are representing to us that you are a resident of the United Kingdom mainland and the Isle of Wight. This is a representation on which we rely prior to accepting your offer to purchase our advertised goods and services.
Third Party Rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
Particulars
Red Pet Foods is owned and operated by Hanbury Worden (Southwest) Ltd, registered as a company in England and Wales as a company, number 04413785, with registered office address Monterey House, Monterey Close, Torquay TQ2 6QW.
