Terms and Conditions
Some of our terms and conditions have been overwritten due to Covid-19. Please see link
This website www.healthypetstore.co.uk is owned and operated by
Healthy Pet Store Ltd
4 Salisbury Road Arcade
Co registration number 09199341
VAT number 195 6822 63
Tel: 023 8086 8598
Using the online ordering service
We deliver to the postcodes listed here on Tuesdays Wednesdays and Thursdays only. We require delivery orders to be submitted by 9am on Monday for delivery that week. Orders received after this date will default to the following Tuesday, Wednesday, or Thursday depending on postcode. Free delivery is given when the order value exceeds £50 (Covid-19 update £20), otherwise the charge is £5. Postcodes further afield (some BH, SP, PO and RG postcodes) are automatically charged with a £5 delivery fee, regardless of order value. If a product is later found to be unavailable which was previously ordered, alternatives will be offered which you are free to accept or refuse. We will honour free deliveries for SO and the named BH postcodes even if the unavailability of a product takes the order value under £50 (Covid update £20). Fees are detailed here.
When we have packed your order, we will call you on the number provided to take payment over the telephone. If you are unavailable, we will leave a message if we can, followed by an email on the email address provided requiring you to call us to make payment. All delivery orders require payment before delivery by Monday 5pm. Unpaid orders will not be delivered. Deliveries are made in polyboxes so the contents stay frozen for many hours. We are unable to give time slots for your delivery. If you would like to cancel your order, please reply to your order confirmation email by Monday 5pm. We are unable to accept cancellations by telephone. Please check your order carefully. You must notify us of any discrepancies within 24 hours otherwise we will not be able to rectify any potential packing errors.
We will not accept responsibility for loss, damage, or spoiling of goods if you instruct us to leave your order in a designated, safe place. We strongly recommend somewhere cool and shaded even with insulated boxes, but this is done entirely at your own risk. Disposal of packing materials is your responsibility. However, we can and like to re-use the polystyrene boxes so please, if you can, keep these until we deliver again and we will collect them. We also can accept empty and washed polypropylene food tubs which are then sent away for specialist recycling. Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You must tell us about any special delivery requirements or conditions when you place your order. Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, natural disasters, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible.
Click and Collect
When you order a Click & Collect order, your order will be packed in polystyrene boxes. Disposal of packing materials is your responsibility. However, we can and like to re-use the polystyrene boxes so please, if you can, return these to the store when you collect again. We also can accept empty and washed polypropylene food tubs which are then sent away for specialist recycling. Please check your order carefully. You must notify us of any discrepancies within 24 hours otherwise we will not be able to rectify any potential packing errors. Sometimes, for reasons beyond our control we may be prevented from having your collection ready in the store. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, natural disasters, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible.
Customer and Partner Discount Schemes
By participating in the scheme, customers and partners agree to be bound by these terms and conditions and any other requirements set out in promotional material.
- Applicable to NHS staff, Emergency Services and Blue Light Card Holders. A valid ID card must be presented in person to claim and gain discount
- Not applicable to orders through the Home Delivery service
- Applicable to partners holding a current Healthy Pet Store discount card
- This discount cannot be used in conjunction with any other special offer or promotion
- Healthy Pet Store reserves the right to withdraw this offer or reduce discount value without prior notice.
- Offer subject to availability
Returns of Raw Products
Due to the nature of the food, we are unable to accept returns unless there is a fault with the food. This cancellation policy does not affect your legal rights – for example, if goods are faulty or misdescribed.
Returns of Accessories for Refund or Exchange
Unused accessories, complete with their tag can be returned either to store or by returning the item to:
Healthy Pet Store Lrd
4 Salisbury Road Arcade
If a refund is requested, the item(s)'s value will then be refunded. If there is a fault with the item, the original postage charge will also be refunded. The customer pays for returning the unwanted item.
If there is a problem with the goods, please notify us by email or in writing providing details of the problem and bring the item to us in the store or return the item to the address above. If we have delivered the product to you as part of our home delivery network, you will be required to re-freeze the item until we can arrange collection prior to investigation. We are unable to provide refunds or exchanges based on photographs alone. We will deal with the matter in accordance with your legal rights. If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked. The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs. Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request. If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
The products sold on this website comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK. We do not accept liability for any result of feeding or administering products we sell. You are responsible for how you use our products.