The following is the small print. It is here because it protects both you and us, and much is a requirement of law. If you have any queries, please telephone us at Pets Place Online before placing an order.
Terms and Conditions
Conditions of Use & Sale
Welcome to www.petsplaceonline.co.uk. Please read these conditions carefully before using our website as they affect your rights and liabilities under the law. By using this website or making a purchase either electronically via this website, or by phone or fax, or in person at our premises, you agree to be bound by these terms and conditions. Nothing in these Terms & Conditions affects your Statutory Rights.
Contract
The placing of an order with us is an offer to us to purchase a product (or products) which is only accepted by us at the point of payment. Any goods on the same order which are not charged for do not form part of that contract. Point of payment is defined as the authorisation by our Card Company of payment by Credit or Debit Card, notified cleared funds in our bank account if payment was by cheque, bankers draft, postal orders, or direct money transfers. By ordering goods from us, you will be deemed to have accepted these Terms and Conditions, unless expressly agreed to in writing by the company, Pets Place (UK) Ltd.
We may revise these Terms at any time by updating this posting. You should therefore check this Website from time to time to review the then current Terms.
Definitions
Pets Place Online ("Pets Place", "we", "us" or "our") provides the services available on this website.
"Website" refers to any of the websites owned and operated by Pets Place and any subsequent URL which may replace it.
"Goods" means the articles supplied and displayed for sale on the Website.
"Buyer", "user", "you" refers to you as a customer who is placing an order with Pets Place or you as a user of this Website.
Use of Site
You may browse this Website without registration or disclosing personal information. To be eligible to purchase Goods on this Website you must pre-register and have a valid method of payment.
The personal information, which you are required to provide when you register as a customer is true, accurate and current in all respects. To change that information, (including your e-mail address) contact us at help@petsplaceonline.com or on 0870 240 6225.
We do not permit the sharing of your user name and password; or impersonation of any other person to use a false name or a name that you are not authorised to use. If you believe there has been any breach of security such as the disclosure, theft or unauthorised use of your user name and password, please notify us immediately.
Pets Place Online does not sell products to minors. If you are under 18, you may use this site only with the involvement of an adult, parent or guardian.
If, following registration with the Website you decide that you no longer wish to remain registered with the Website you may cancel your registration by sending notice of cancellation to help@petsplace-online.co.uk.
We may immediately issue a warning, suspend or terminate your subscription, use or access to this Website and refuse to provide our services to you without notice to you if you breach any of these Terms or warranties.
Security
We have taken steps to ensure the security and privacy of our systems and our user’s data and personal information. Our Website uses a market leading secure payment system, Barclaycard Merchant Services through Protx, offering the security measures you would expect in dealing with one of the world’s major banks, and also incorporates the additional MasterCard "MasterCard Securecode" and Visa "Verified by Visa" security systems. At checkout you are transferred via a secure server to Barclaycard Merchant Services, a 128bit SSL encrypted secure page where you complete your order by providing your credit or debit card details. Your browser encrypts the information that you type and the Barclaycard server decodes it. Systems which encrypt potentially sensitive information by Secure Sockets Layer (SSL) technology provide the best possible protection on the internet. You can identify that you are on a secure site when the padlock appears at the bottom of the screen.
All card details are encrypted using 128-bit encryption; they are not held in clear text on any Website. When you choose to pay online, your card details will not be available to Pets Place staff. Your card details are input into Barclaycard secure site and we do not have access to them at any time. Your card and address details are security checked and verified with the relevant card issuer and your payment is pre-authorised. You will receive a message in your internet browser window to tell you that payment has been authorised, and we will receive confirmation from the payment provider.
We are not liable for any unauthorised payments.
Privacy
We are committed to protecting your privacy. Pets Place Online does not disclose any customer information to third parties. Information collected during registration and the placement of an order is held by us and is solely to enable us to fulfil that order, and is collected by ourselves only, not third parties. You will be asked to input the following personal Information such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password.
We do not use that information to send out marketing material, nor pass or sell that information on for others to send out such material.
We will from time to time forward to you the Pets Place Online Newsletter. Also from time to time, we may provide you with the opportunity to enter competitions, surveys, free prize draws, exclusive offers and promotional events. These offers are run exclusively by Pets Place Online, and do not involve external agencies or promoters. To be eligible you should tick the appropriate box on registration.
Cookies are used on this shopping site, but only to keep track of the contents of your shopping basket once you have selected an item.
Pets Place Online works strictly inline with the Data Protection Act 1998.
Law
The use of this Website, these Terms and Conditions and the purchase of goods are governed by English law. Any disputes will be decided only by English courts.
Accuracy of Information
Pets Place Online has made every effort to ensure that all information on this site is up to date, current and correct However we do not warrant, represent or guarantee that this information is up to date, current or correct. Information in the newsletters and in the Forum is supplied by third parties and is not necessarily the view of Pets Place Online and may not be up to date current or correct. Pets Place Online does not accept responsibility for any actions taken from information taken from this Website.
Prices
Prices shown are inclusive of VAT at Standard Rate (17.5%) where applicable.
We guarantee that the prices shown at the time of ordering are always the current prices and they are the prices you will pay, even if an item is out of stock and has to be back-ordered for you. Prices and availability information is subject to change without prior notice.
If you reside in an area that does not have to pay VAT, this will be deducted automatically during the ordering process.
We are not responsible for local taxes or duties levied by authorities when goods are sent abroad. We suggest you contact your local taxation office.
The price of the Goods does not include delivery. You will pay the delivery charges by the method specified in your order for transport and packaging as quoted on the Website on the date of acceptance of the order.
Description of Goods
We take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct. We do not guarantee that the product descriptions, colours and sizes are totally accurate. We try to include as much information as we feel necessary for you to make an informed choice. The colours on your screen and any product descriptions should be used as a guide only.
Placing an order with us
Placing an order could not be easier. Just browse our Catalogue, you will be guided through the process of placing an order by a series of simple instructions click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.
On completion of your order, you will be sent an acknowledgement email with a reference number which must be quoted in all correspondence. The email will also confirm the goods ordered and your preferred method of payment.
You will be sent a VAT invoice together with the Goods ordered. If the goods are going to a different address, the invoice will be sent separately to the card holder’s address. This invoice also acts as a VAT receipt.
The non-acceptance of an order may be a result of the item(s) being unavailable to us or our inability to obtain authorisation for your payment.
If we are unable to fulfil your order we will contact you by email or telephone to advise you of this as soon as possible. You will be refunded any balance that is due.
Payment
We prefer that you pay by Credit/Debit Card online. We accept MasterCard, Visa, Switch, Maestro American Express and Solo for online payment. If you would prefer not to send your credit or debit card details over the internet, you are still able to choose the goods you require. At checkout you simply choose your preferred payment option: Payment by Credit/Debit Card, Cheque or Telephone Ordering. We would be delighted to take payment for your order by telephone. Just call us Monday to Friday, 9:00am to 5:30pm on: 0870 240 6225, (0044 870 240 6225 if calling from outside UK). Give your name reference number and card details together with the mount to be deducted.
If you prefer, send a cheque or Postal Orders to our address, made payable to Pets Place (UK) Ltd. Please allow an additional 7 days for clearance before your goods are dispatched.
Cash should not be sent unless by registered post.
Stock Availability
If an item is not in stock, we will back order for you. You will be emailed with the option to cancel your order if you would prefer. If your order is for more than one item we may split your parcel and despatch separately. This will not increase carriage charges to yourself. You will be emailed to expect two parcels.
Order Progress
If you wish to check on the progress of your order placed, please quote your reference number. We regret that we will be unable to check on the progress of any order without this number.
Cancellation of Order
If you wish to cancel an order, you should either telephone or email us immediately. If your order has left our premises, (usually within 3 working days) then your parcel will be subject to our returns policy.
Delivery
We will normally process and dispatch your order within three working days of order placement, paid by credit/debit card or clearance of cheque and subject to stock availability. Mainland UK deliveries take 1-2 working days. Highlands & Islands of Scotland, Northern Island, Channel Islands and Isle of Man may take three to four days. For deliveries outside the UK you will be advised when you parcel has left our premises. Parcels (for the UK) over 20 kilos are sent by courier, for next working day delivery.
The address for delivery shall be as specified on your order. We are happy to send your goods to any address that you choose if different from the card holders address. To neighbour, relative, or place of work, as long as there is someone there to sign for the goods,. Please ensure we have the full address including your full postal code (PO Box addresses are not acceptable for delivery). Once goods have been dispatched it is not possible to change the delivery address.
Pets Place Online is not associated with any of the carrier companies we use. As such we have no influence over their procedures or policies. As a result we do not accept any liability for delays in delivery or any consequential loss arising due to such delays. The responsibility to deliver rests with the carrier and as such claims and compensation for late delivery are governed by the individual company's terms.
All deliveries will require a signature of acceptance.
Should you wish your goods to be delivered un-recorded and left without any signature, you can tell us during ordering or anytime prior to dispatch. However, these goods will be left totally and entirely at your own risk, and we will not be responsible for any loss or damage under any circumstances and successful delivery as stated by our carriers will be deemed to be completion of contract.
All dates quoted by us for despatch or ultimate delivery are as estimates only and are not to be the essence of a contract.
You should upon receipt inspect the Goods.
Enquires Comments and Complaints
We hope that you never have cause to complain, but occasionally things do go wrong, sometimes you may wish to comment on our services or enquire about an order. Please contact us straight away at ian@petsplaceonline.co.uk . He will acknowledge your difficulty within 2 working days, and hopefully resolve your problem immediately; or in any case within 5 working days.
You can also write to us at:
Pets Place (UK) Ltd, 105 Central Road, Worcester Park, Surrey KT4 8DY
Or telephone us 0870 240 6225
Or fax: 020 8241 2412
Your Statutory Rights are not Affected.
Returns Policy
We want our returns policy to be very clear.
Error on our part - If you are returning goods because of an error on our part we will gladly give you a 100% refund including packaging and postage. The refund will be issued upon the safe return of the goods to us. Goods must be unused, unopened and in their original packaging. Please return the goods within 15 days. We will send the correct goods immediately if still required.
Goods are Faulty - If you are returning goods that have arrived faulty, we will exchange them giving a refund for packaging and postage. The exchange and refund will be issued upon the safe return of the goods. Goods must have their original packaging. Please return the goods with 15 days.
You do not want this product – If the product is what you ordered but you have since decided that you no longer want it, then we will offer a full refund less packaging and postage, upon safe return of the goods to us. This also applies if you were too late in trying to cancel an order. Goods must be unused, unopened and in their original packaging. Please return the goods within 15 days.
Package Arrives Damaged – Please sign for it as damaged. Telephone us immediately. We cannot issue a refund unless this procedure is followed. We will replace the goods immediately. Please return the damaged goods to us including all the damaged packaging within 15 days.
Manufacturers Guarantee - You can always return items if they are defective and still under the guarantee. Items with a manufacturers guarantee should be returned to the manufacturer, as listed on the item's packaging, with a copy of your invoice and stating clearly the nature of the fault. Remember to enclose your name and full postal address and a contact telephone number. If you return them to us we will forward them to the manufacturer on your behalf. We will not be responsible for refunding any costs to you. The manufacturer will either repair or replace the item. They will contact you directly.
Goods outside the guarantee - If you are returning goods that have become faulty and outside the guarantee period. They should be returned to the manufacturer for repair and not to us. Send a copy of your invoice and stating clearly the nature of the fault. Remember to enclose your name and full postal address and a contact telephone number. The manufacturer will test and repair the goods and return them to you, any costs to be borne by you.
Food Items – When returning food items please return immediately.
Returning an Item
To return an item, please enclose a note giving the reason for the return, wrap the package securely and send the package to us. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any).
For your protection we recommend that you use a recorded-delivery service. Any goods returned to us at our premises without documentation included which easily identifies the original purchaser of the goods will be treated as being abandoned to us.
We will send you an e-mail to let you know when we have processed your return.
LINKS
We are not responsible for the content of any LINKS to or from the Website. Our Website may contain links to other internet sites operated by third parties. We may provide such links for your convenience only, and links from this Website to any other website do not imply that we approve of, endorse, or recommend that website or products.
|
