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.
General terms and conditions
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 email@example.com or on 02380 868598. Company registration: 09199341. VAT: GB195682263. APHA: U1377990/OTHER
1. The contract between us
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. Acknowledgment of your order
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 of rights
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. Accuracy of content
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. Damage 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.
All orders are subject to acceptance and availability. If the goods you have ordered are not available from 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. Ordering and purchasing errors
You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process. Frozen products purchasing 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 mis-described.
The prices payable for goods that you order are as set out on our website. All prices, where applicable, are inclusive of 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 terms
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. Nationwide and international delivery charges (only available on accessories)
10.1 Nationwide delivery is applicable for accessories only and sent via Royal Mail. Home delivery of food applies only to listed postcodes and is not available nationwide. National delivery charge of accessories is £5.95 for a 2nd class signed for service. International shipping is £12.95. Shipping charges within the include VAT at the current rate.
11. Home Delivery using our vehicles (only available on food produce)
11.1 Home delivery charges using our vehicles vary according to postcode and 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.
11.2 We will deliver the goods to the address you specify for delivery in your order. It is important that this address is 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 in accordance with 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. Delivery times for nationwide deliveries are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 30 days from the day after the day we received your order. If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date, or offer you a full refund.
11.3 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.
11.4 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.
11.7 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.
11.8 We may require a recipient of a delivery to sign as proof of delivery of the order. 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, photograph of order and delivery location shall be evidence of delivery of the order.
12. 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 put things right as soon as possible.
12. 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 own 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.
13. Cancellation rights
13.1 Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of goods mentioned in 13.3 below). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
13.2 Should you wish to cancel your order, you can use the cancellation form provided at the end of these terms and conditions, or alternatively you can notify us by any other clear statement.
13.3 You cannot cancel your contract if the goods you have ordered are made to your specifications or are clearly personalised, if it’s newspapers or magazines or if you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you.
13.4 If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible. Frozen goods cannot be returned or refunded exceptwhere there is a fault.
13.5 Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that you have sent the goods back, we will refund any sum debited by us from your credit or debit card within 14 calendar days.
13.6 We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation).
14. Cancellation by us
14.1 We reserve the right not to process your order if:
14.1.1 We have insufficient stock to deliver the goods you have ordered;
14.1.2 We do not deliver to your area; or
14.1.3 One or more of the goods you 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.
14.2 If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
15. If there is a problem with the goods
15.1 If you have any questions or complaints about the goods please contact us. You can do so by emailing firstname.lastname@example.org or calling 02380 868598.
15.2 We are under a legal duty to supply goods that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).
15.3 If you wish to exercise your legal rights to reject goods which do not conform with the Act you must either return them in person to the store where they were purchased, post them back to us, or, if they are not suitable for posting, allow us to collect them from you. We will pay the cost of postage or collection.
16.1 Unless agreed otherwise, if you do not receive 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 (in accordance with clause 11), we will provide you with a full refund.
16.2 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.
16.3 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.
16.4 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.
16.5 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.
17. Customer and Partner Discount Schemes
By participating in any scheme, customers and partners agree to be bound by the following specific terms and conditions and any other requirements set out in promotional material.
We are part of the Blue Light Card scheme. A valid Blue Light card must be presented in person to claim and gain discount. No other ID card can be accepted.
The Partner discount is available to card holders only and cannot be transferred to clients
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.
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.
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.
22. How we may use your personal information
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.