Terms and Conditions

Online card payments are accepted via the WorldPay secure server. If you prefer not to use this service you can print out your shopping basket and send us payment for the full amount in the form of a cheque (UK funds payable through a UK bank, made payable to “Pet Favourites”) or a postal order (available from UK Post Offices). You can also come to our unit and pay in person. Please note that for posted cheque payments we only release/ship goods once the cheque has cleared, and this can take up to seven working days, which does not include Saturdays and Sundays.

Please check your order carefully before finally submitting it, as once you have made payment mistakes will take longer to sort out and will possibly delay dispatch of your goods.

We only accept payments in Pounds Sterling (GBP). If you are ordering goods using a non-UK issued credit/debit card you can only pay us online through WorldPay. (A very small number of non-UK countries can issue postal orders that are valid in the UK.)

You can e-mail queries, complaints and feedback to enquiries@petfavourites.co.uk.

You can telephone us free (within the UK only) on 0800 634 3073, or on 01323 871905 (+44 1323 871905 if ringing from outside the UK).

Our “real world” address is:

Berwick Court Farm

Alfriston Road

(Between Alfriston and Drusillas)

Alfriston

(Near Polegate)

East Sussex

BN26 5QS

United Kingdom

(Google Maps)

Pet Favourites is a partnership. We are not VAT registered.

Orders and confirmation emails

When you receive confirmation of your payment from WorldPay or an acknowledgement email from ourselves, this is purely to indicate that we have received your order, and that it exists in our system as an “open” order. No contract exists between you and Pet Favourites until we have dispatched your order and provided you with a final invoice as part of your dispatch confirmation email. This email represents the contract between us, regardless of whether you receive it or not.

This protects us against errors in pricing (for instance where we have accidentally underpriced goods) or where we are no longer able to stock or supply a particular product. However, in the event of unavailability or different pricing we will ALWAYS contact you to inform you of the error and find out how you wish to proceed.

It is your responsibility to ensure that you have provided us with a valid email address that you can access. We cannot be held responsible for emails that are not received due to technical problems with your internet or email providers, mailbox limits being exceeded, passwords being forgotten, and so on.

In the event of our being unable to contact you via email we will try to contact you via telephone. If you have chosen not to provide us with your telephone number we cannot be held liable for the consequences to your order.

Stock and delivery

You can see how we calculate delivery charges here.

Dispatch of all our goods is subject to stocking and availability. We usually aim to dispatch within three (3) working days. In the event an item being delayed, no longer available or back ordered we will contact you to find out what you want us to do. If you don’t want to wait you are entitled to a full refund.

All our courier deliveries require a signature upon delivery. There are no exceptions to this policy.

Returns policy and exchanges

We want you to be satisfied with your purchase.

If you find that your purchases are not what you wanted or are otherwise unsuitable then you may return them at your own expense within seven (7) days of the date you received them. We will offer to exchange them or provide you with a refund (minus our delivery charge). Returned goods must be undamaged, unsoiled, free from dirt or pet hair, and they must be returned in their original undamaged packaging.

(Please note that there are exceptions to the above for DVDs and other digital media, and for perishable items. These are explained below.)

You should return goods to us using a service that requires a signature on delivery and offers insurance, as Pet Favourites are not liable for returned goods that are lost in the post or damaged in transit. You should keep your proof of posting until the return has been acknowledged as received.

Returns after seven (7) days will get a credit note for the value of the goods, excluding delivery charges.

Goods that are damaged, soiled, dirty, or returned with damaged packaging will not be considered for refund or exchange. In addition, you will be liable for any charges incurred in returning these items to you.

If you return goods for exchange and request different goods (different brand, size, colour) in return you will be charged for re-delivery.

Please use this page to initiate refund/replacement proceedings. We will supply you with a returns number. We only accept returns that have been issued with a returns number and are clearly marked with that number. We reserve the right to refuse returned items that are not marked with a valid returns number.

Damaged goods, faulty goods, warranty

Please inspect your goods carefully upon receipt. If you feel they have been delivered damaged or faulty, please use this page here. We will supply you with a returns number. We only accept returns that have been issued with a returns number and are clearly marked with that number. We reserve the right to refuse returned items that are not marked with a valid returns number.

In the case of faulty or defective equipment please do not try to fix the problem yourself, as this will void your warranty and void your entitlement to a replacement or refund.

Manufacturers’ warranties do not include misuse of the product or wear and tear caused by your pet.

We test all items that are returned as faulty. If we find that they are not faulty the item will be returned to you and you will be liable for the delivery charge.

The above is in addition to your statutory rights, which are protected by the EU Distance Selling Directive (found at http://www.opsi.gov.uk/si/si2000/20002334.htm).

DVDs and other digital media

We cannot refund or exchange DVDs or other digital media items unless they are returned unopened (still sealed in their original shrink wrapping), except if they are faulty or they have been sent to you through our own error.

Perishable items

We do not offer refunds or returns on perishable items that are past their sell by or use by dates. We will always note the expiry date on any items that we send out, and ensure that there is at least sixty days between the time of purchase and the expiry date of the goods. Your final invoice will note these expiry dates for reference in the event of a dispute. If the expiry date is less than sixty days from the time of order we will contact you to check that this is still satisfactory to you.

Frozen items are only available within our local delivery area. We cannot ship them nationwide or overseas.

If you are ordering from overseas it may be possible that some treatments, perishable items, food stuffs or seeds are illegal in your country. We will NOT check whether or not this is the case. It is your reponsibility to ensure that what you order is not illegal in your country. Pet Favourites cannot be held responsible if something is illegal and results in your goods being impounded or legal action being taken against you.

Privacy

In the UK your online privacy and information rights are protected by The Information Commissioner’s Office, found at www.ico.gov.uk.

We use a cookie on our site to enable our shopping basket. This is only issued to you the first time you try to put something in your shopping basket.

We will pass on your name and address to our delivery service to enable delivery of your order. We will use your contact details in the event there are problems with your order and to inform you when it has shipped.

We do not pass on any other of your details to any other third party for any purpose, except where required as part of an investigation by official law enforcement agencies.

We may aggregate together surfing statistics from our site for the purposes of analysis, but this data will not be passed on to anyone outside of Pet Favourites, and it does not allow individual indentification of surfers.

We do not record searches on our site, and we keep a simple total click count for products being viewed, but this does not allow identification of any individuals and is not associated with you or any other information you may choose to give us.

We may sometimes send out e-mails with information about changes to the site, special offers, changes to opening times and so forth. You are automatically NOT signed up for these e-mails, and will NOT receive them unless you indicate that you want to. If you do choose to sign up you can unsubscribe at any time here.

If you have any concerns or queries please do not hesitate to contact us.