Terms & Conditions

These terms and conditions form the basis on which you can visit and use our website. Please read them carefully as they contain important information.

This site is owned and operated by Healthy Pet Store Ltd of 27 Salisbury Road, Totton, Hampshire
SO40 3HX. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@healthypetstore.co.uk or 02380 868598. Company registration: 09199341. VAT: GB195682263. APHA: U1377990/OTHER

1. Contract

We must receive payment of the whole of the price for the goods that you order before your order can be delivered to your home or dispatched. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.

2. Order processing

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

3. Ownership and Intellectual Property

All rights, including copyright, in this website, are owned by or licensed to Healthy Pet Store Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

4. Website information & availability

We have taken care in the preparation of the content of this website, in particular, to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only. Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products, they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories unless stated in the specification of the goods. We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

5. Damages to your computer

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

6. Acceptance and availability

All orders are subject to acceptance and availability. If the goods you have ordered are not available in stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock, accept an alternative or to cancel your order.

7. Order changes

You can correct errors on your order up to the point on which you click on “submit” during the ordering process. Frozen products purchased in error cannot be returned for exchange or refund once they have left the store. This does not affect your statutory rights – for example, if the product is faulty or misdescribed.

8. Prices

The prices payable for goods that you order are as set out on our website. All prices, where applicable, include VAT at the current rates and are correct at the time of entering information.

Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by telephone and/or email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid, or provide alternative products which you can accept or decline.

9. Payment

We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment or address details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

10. National Delivery

All prices are current and correct at the time of entering information.

National – All prices, where applicable, include VAT
International- All prices, where applicable, are exclusive of VAT. Customs and importation charges due before delivery to the destination country are the customer’s responsibility

We will deliver the goods to the address you specify for delivery in your order. The customer is responsible for entering the correct data at the checkout. We cannot be liable for the wrong address entry, or the subsequent loss of goods. Unfortunately, we are unable to change the address once the order is placed. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered following your instructions or lack thereof.

We may require the order delivery proof. Any record of the recipient’s signature obtained shall be conclusive evidence of the delivery of the order, including the quantity. The recipient’s signature, a photograph of the order or delivery location shall be evidence of delivery of the order.

10.1 Royal Mail orders cut-off time is 12 pm and dispatched Monday to Friday. Orders placed over the weekend or bank holiday will be dispatched on the following working day. Orders above £150 might be sent via Royal Mail Specially Delivery.

10.2 DPD frozen orders for next-day delivery placed on a Friday will be dispatched on a Sunday and delivered on a Monday. Orders placed the day before and on bank holidays will be dispatched on the following date. Saturday and Sunday delivery is available before or after bank holidays.

Orders delivered by DPD cannot be rescheduled. Parcels might have two delivery attempts however it is likely that there will only be one delivery attempt.

Please ensure you are available at the delivery address. Alternatively, download the DPD app to provide a safe place for delivery, such as a neighbour’s house, your front porch, or a shed. Multiple box consignments may be split and delivered by different drivers over 48 hours. DPD’s Next Day delivery is a best endeavour and can not be guaranteed by the courier.

Delivery address changes have a £12 charge, payable before any changes are made.

We cannot be held accountable for defrosted goods delivered by couriers. We do our best to pack all orders according to size and product nature. However, smaller-sized frozen orders, especially those of less than 5 kilos, are prone to defrost quickly. Refreeze the goods as soon as possible. We do not ship ice creams by courier.

11. Healthy Pet Store van-based Home Delivery where the order includes frozen produce

Van-based Home Delivery of frozen food applies only to listed postcodes and is not available nationwide. Home delivery charges for using our vehicles vary according to postcode and can be up to £5. Isle of Wight postcodes incur a £10 home delivery charge. We will honour free delivery for those postcodes attracting free delivery even if the unavailability of a product takes your order value under £50.

We will deliver the goods to the address you specify for delivery in your order. This address must be accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered per your delivery instructions or lack of (unless this is caused by our negligence). We will aim to deliver the goods on the date quoted for home delivery. If delivery is delayed beyond this time, we will contact you and either agree on a mutually acceptable alternative date or offer you a full refund.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to your premises they will be held at your own risk and we will not be liable for their loss or destruction.

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 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 get things right as soon as possible.

12. Orders Shipped from the Supplier

Orders placed through our website and shipped directly from the supplier need to be placed before 10 am for same-day shipping. More delivery info here.

Items shipped directly from the supplier will be identified in their description. By placing an order with any of these items you agree to us sharing your details with a third party (the supplier) to fulfil your purchase.

After the order is placed it will be processed by the supplier. If the item is out of stock with the supplier we will let you know straight away, we can either exchange it for another item or refund the order.

If faulty or unwanted, additional shipping costs may apply. More information about refunds here.

13. Click and Collect

Please check your order carefully at home. 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 get things right as soon as possible.

14. Risk and Ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you or collection by you. If you choose to use your courier then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.

15. Liability

Unless agreed otherwise, if you do not receive the goods ordered by you within 30 days of the date on which you ordered them and decide to cancel the order rather than re-arrange delivery (following clause 11), we will provide you with a full refund.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.

Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.

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 purchase.

15.5 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. You have certain rights as a consumer including legal rights (e.g. under the Act) relating to faulty and/or misdescribed goods.

16. Customer and Partner Discount Schemes

By participating in any scheme, customers and partners agree to be bound by the following terms and conditions and any other requirements set out in promotional material.

No discounts are applied against Home Delivery purchases. Discount cards cannot be used in conjunction with any other special offer or promotion. Healthy Pet Store reserves the right to withdraw discount cards and offers or reduce the discount value without prior notice. There can be no double discounting ie applying more than one discount to a transaction. Our processes and systems do not allow double discounting.

17. Healthy Pet Store parking charge reimbursement scheme terms and conditions

The following applies to the Totton store only. The photograph presented at the till must clearly show the current date and relevant time and must be within one hour starting time. Only tickets up to one hour will be reimbursed. Only one ticket per customer/friend or family group/transaction. Only tickets from Westfield Road carpark will be reimbursed. No reimbursements will be offered for the presentation of photographs of invalid or old tickets.

It is the customer’s responsibility to request reimbursement for the presentation of a valid photograph. We cannot be held liable for a failure to remind or prompt customers of this scheme. This scheme is managed and run solely by Healthy Pet Store and is not supported, endorsed or administered by any group or authority. It represents 100% cost to Healthy Pet Store and is designed to support our customers.

Customers who have a quarterly long stay or yearly short stay or long stay parking clock anyway should continue to make use of their clocks in Westfield Road Carpark and not seek to disadvantage Healthy Pet Store.

The minimum spend of £25 is based on a below-average transaction value. The £1 reimbursement is applied after any discounts, offers and promotions are applied – therefore on the final transaction value. There is no cash alternative.

The scheme is run in good faith and Healthy Pet Store reserves the right to amend any term or condition or withdraw the scheme, or deny a reimbursement to any individual who attempts to abuse it.

The scheme relates to Westfield Road carpark only. Customers are advised they can continue to park for free at the War Memorial carpark, for 20 mins plus 9 mins grace at the eastly end of Salisbury Road Arcade, at the customer collection/loading bays at the westerly end of Salisbury Road Arcade, outside our store, or park for free after 6pm in Westfield Road carpark. We are open until 8pm.

18. Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Healthy Pet Store, 27 Salisbury Road, Totton, SO40 3HX, and all notices from us to you will be displayed on our website from time to time.

19. Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

20. Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

21. Invalidity

22. How we may use your personal information

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.

We will only use your personal information as set out in our privacy policy seen here.

23. Third party rights

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.

24. Other important terms

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.