Terms & conditions for sale of goods

TERMS AND CONDITIONS FOR THE SALE OF GOODS ONLINE

These terms
1. These are the terms and conditions on which we’ll supply our goods to you.
2. You should read them carefully before placing your order with us. In particular, these terms tell you:
  1. who we are;
  2. how the ordering process works;
  3. how we’ll provide you with the goods; and
  4. how the contract between you and us can be changed or brought to an end.
Information about us and how to contact us
1. We are Pet Munchies Limited, registered in England and Wales with company number 06470709 and our registered office is at Pera Business Park, Nottingham Road, Melton Mowbray, Leicestershire, LE13 0PB. Our VAT number is 948725967.
2. You can contact us at:
  1. hello@pet-munchies.com
  2. Using any of the following social media:
3. If we have to contact you we’ll do so by telephone or email using the details you provided in your order.
4. When we use the words “writing” or “written” in these terms, this includes emails.
Our contract with you
1. Our acceptance of your order takes place when:
  1. we’ve received payment for it; and
  2. we email you to accept it,

and at that point a legally binding contract will come into existence between you and us.

1. If, for whatever reason, we’re unable to accept your order, we’ll inform you of this either by phone or email and we’ll refund you any amounts paid for the goods in your order.
2. We’ll assign an order number to your order and let you know what this is when we accept your order. It would be really helpful if you’d use this order number whenever you contact us about your order.
3. Our website is solely for the promotion of our goods in the UK. Unfortunately, we don’t accept orders from or deliver to addresses outside the UK.
Our goods
1. If we have pictures of the goods you’ve ordered on our website, these pictures are for illustrative purposes only. Whilst we’ve made every effort to make sure that the goods are depicted accurately, we can’t guarantee that they are in all cases. There may be slight variations in colour due to variations in the display of the device you used to view our website.
2. Further, the packaging of the goods (if shown) may vary from that shown in pictures on our website.
3. If the goods you’ve ordered are handmade, although we make every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our website have a 2% tolerance
Price and payment
1. The price of the goods (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 5.3 for what happens if we discover an error in the price of the goods you order.
2. If the rate of VAT changes between your order date and the date we supply the goods, we’ll adjust the rate of VAT you pay, unless you’ve already paid for the goods in full before the change in the rate of VAT takes effect.
3. It’s always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We’ll normally check prices before accepting your order so that, where the goods’ correct price at your order date is less than our stated price at your order date, we’ll charge you the lower amount only. If the goods’ correct price at your order date is higher than the price stated to you, we’ll contact you for your instructions before accepting your order.
4. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you’ve paid and require the return of any goods provided to you.
5. You must pay for the goods at the time you place your order with us. We accept payment via the methods listed on our website.
Your rights to make changes
1. If you want to make a change to the goods you’ve ordered, please contact us using our contact details as set out in clause 2.2. We’ll let you know if the change is possible and, if it is, any resulting change in the price of the goods and/ or dates for delivery (together with anything else that may be relevant).
2. Provided you’re happy with any changes to the price and/or delivery (and anything else that may be relevant), we’ll make the changes you requested.
3. However, if you’re not happy with the change in price and/or delivery (and anything else that may be relevant) you may want to end the contract. If so, see clause 11 (your rights to end the contract).
Our rights to make changes
1. We may make changes to any goods you’ve ordered to:
  1. to reflect changes in relevant laws and regulatory requirements; and/or
  2. to implement minor technical adjustments and improvements,

and in both cases, such changes won’t affect your use of the goods.

1. However, it may be that (for whatever reason) we have to make more significant changes to the goods you’ve order (or to these terms). If we do so we’ll notify you and you may then end the contract before the changes take effect and receive a refund for any goods paid for but not received.
Delivering the Goods
1. The costs of delivery will be as displayed on our website.
2. We’ll deliver the goods to you as soon as reasonably possible and in most cases within 30 days of the day on which we accept your order. However, for some goods it may be that it’ll take longer for us to deliver them to you. If this is the case, we’ll let you know an estimated delivery period during the order process.
3. If our supply of the goods is delayed by an event outside our control then we’ll contact you as soon as possible to let you know. We’ll take steps to minimise the effect of the delay and provided we do this we’ll not be liable for delays caused by the event. However, if there’s a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you’ve paid for but not received.

If no one’s available at your address to take delivery of the goods (and they can’t be posted through your letterbox, left in a safe place or with a neighbour), we’ll leave you a note informing you of how to either rearrange delivery or collect the goods from a local depot.

Then we’ll contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we’re unable to contact you or re-arrange delivery or collection we may end the contract and clause 18.2 will apply.

1. If we fail to deliver the goods within 30 Days of accepting your order, or within any alternative timeframe as set out in the order process then (provided one of the following applies) you may treat the contract as at an end straight away:
  1. we’ve refused to deliver the goods;
  2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
  3. you told us before we accepted your order that delivery within the delivery deadline was essential.
2. If you don’t wish to treat the contract as at an end straight away, or don’t have the right to do so under clause 8.7, you can give us a new deadline for delivery which must be reasonable. If we don’t meet this new deadline, you can treat the contract as at an end.
3. If you do choose to treat the contract as at an end for late delivery under clause 8.7 or clause 8.8, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel your order for some of those goods (not necessarily all of them), unless splitting them up would reduce their value.
4. We’ll refund any sums you’ve paid to us for the cancelled goods and their delivery. If the goods have been delivered, you must post them back to us or, if they aren’t suitable for posting, allow us to collect them from you. We’ll pay the costs of postage or collection. Please contact us using the details at clause 2.2 to discuss returns further.
5. The goods you ordered will be your responsibility from the time:
  1. we deliver them to the address you gave us
6. You’ll own the goods from the point we receive payment in full for them.
Providing the Goods – Specific Information
1. Depending on the type of goods you’ve ordered, we may need some specific information from you so that we can supply them to you. If this is the case, it’ll have been mentioned on our website, or otherwise explained to you during the order process.
2. If you don’t give us the information we require (as referred to in clause 9.1) within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may:
  1. end the contract (and clause 18 will apply); or
  2. make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.
3. For the avoidance of doubt, we won’t be responsible for supplying any goods late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
If there’s a problem with the goods
1. If you have any questions or complaints about the goods you’ve ordered, please contact us using the details as set out in clause 2.2.
Your Rights to End the Contract
1. Your rights when you end the contract will depend on the goods you’ve bought, whether there’s anything wrong with them, how we’re performing and when you decide to end the contract:
  1. if what you’ve bought is faulty or misdescribed you may have a legal right to end the contract (or to get the goods repaired or replaced or to get some or all of your money back);
  2. if you want to end the contract because of something we’ve done or have told you we’re going to do, see clause 12;
  3. if you’ve just changed your mind about the goods, see clause 13 (depending on the type of goods you may be able to get a refund if you’re within the cooling-off period, but this may be subject to deductions and you’ll have to pay the cost of returning of the goods); and
  4. in all other cases (if we’re not at fault and there’s no right to change your mind), see clause 14.
Ending the contract because of something we’ve done or are going to do.
1. If you’re ending the contract for a reason set out at 12.1.1 to 12.1.4 (below), the contract will end immediately and we’ll refund you in full for the goods which haven’t been provided and you may also be entitled to compensation. The reasons are:
  1. we’ve told you about an upcoming change to the goods or these terms which you don’t agree to (see clause 7.2);
  2. we’ve told you about an error in the price or description of the goods you’ve ordered and you don’t want to proceed (see clause 5.3);
  3. there’s a risk that supply of the goods may be significantly delayed because of events outside our control (see clause 8.3);
  4. you have a legal right to end the contract because of something we’ve done wrong (including because we’ve delivered late (see clause 8.7 and 8.8)).
Ending the Contract because you’ve changed your mind.
1. Generally, where goods are sold at a distance (that is, over the phone or via email) you’ll have a legal right to change your mind within 14 days of receiving the goods and receive a refund. This period in which you have to change your mind is sometimes referred to as the “cooling-off period”. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in the rest of this clause.
2. The right to change your mind may not apply to all goods we supply and you won’t have a right to change your mind in respect of (amongst other things):
  1. goods that’ll deteriorate or expire rapidly;
  2. made to measure goods (i.e., goods in respect of which you’ve specified measurements and/or dimensions);
  3. goods that are newspapers, periodicals or magazines; or
  4. any goods which become mixed inseparably with other items after their delivery.
3. For detailed information about the right to change your mind and how it relates to the goods you’ve ordered, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06.
4. You have 14 days after the day you (or someone you nominate) receives the goods, unless your order for goods is split into several deliveries over different days, in which case you’ll have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods;
5. Please see clause 16 and clause 17 for what you have to do with the goods if you change your mind and also what happens in terms of refunds.
Ending the contract where we’re not at fault and there’s no right to change your mind.
1. Even if we aren’t at fault and you don’t have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the products are delivered.
2. If you want to end the contract before it’s completed where we aren’t at fault and you have no right to change your mind, just contact us to let us know. The contract will end immediately and we’ll refund any sums paid by you for the goods not provided but we may deduct from that refund reasonable compensation for the net costs we’ll incur as a result of your ending the contract.
How to end the contract with us
1. To end the contract with us, please let us know by doing one of the following:
  1. by phone or email using the details in clause 2.2 (please provide details of what you bought, when you ordered or received it and your name and address); or
  2. by requesting a cancellation form from us, filling it in, and returning it to us using the details in clause 2.2.
Returning the Goods
1. If you end the contract for any reason after the goods have been dispatched to you or you’ve received them, you must return them to us. Please contact us using the details in clause 2.2 to arrange collection.
2. We’ll pay the costs of return:
  1. if the goods are faulty or mis-described; or
  2. if you’re ending the contract because we’ve told you of: an upcoming change to the goods or these conditions; an error in pricing or description; a delay in delivery due to events outside our control; or because you’ve a legal right to do so as a result of something we’ve done wrong.
3. In all other circumstances (including where you’re exercising your right to change your mind) you must pay the costs of return.
4. If you’re responsible for the costs of return, but we agree to collect the goods from you, we’ll charge you the direct cost to us of collection.
Refunds
1. If any refund is due to you under the terms of these conditions, we’ll refund you the price you paid for the goods (including delivery costs if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
2. If you’re exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods caused by your handling of them in a way which would not be permitted in a shop. If we refund you the price paid before we’re able to inspect the goods and later discover you’ve handled them in an unacceptable way, we’ll ask you to pay us an appropriate amount.
3. Where we pay the cost of return, the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of the goods within three to five days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we’ll only refund what you would have paid for the cheaper delivery option.
4. We’ll make any refunds due to you as soon as possible. If you’re exercising your right to change your mind then:
  1. if we haven’t offered to collect them, your refund will be made within 14 days from the day on which we receive the goods back from you; or
  2. in all other cases, your refund will be made within 14 days of your telling us you’ve changed your mind.
Our rights to end the contract
1. We may end the contract at any time by writing to you if:
  1. you don’t, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the goods (see clause 9.2); or
  2. you don’t, within a reasonable time, allow us to deliver the goods to you
2. If we end the contract in the situations set out in clause 18.1 we’ll refund any money you’ve paid in advance for goods we’ve not provided, but we may deduct or charge you reasonable compensation for the net costs we’ll incur as a result of the contract coming to an end.
3. We may write to you to let you know that we’re going to stop providing the goods (or any part of them). We’ll give you reasonable notice of our stopping the supply of the goods and will refund any sums you’ve paid in advance for any goods which will not be provided.
Our responsibility for loss or damage suffered by you
1. If we fail to comply with the contract, we’re responsible for loss or damage you suffer that is a foreseeable result of:
  1. us breaking of the contract; or
  2. us failing to use reasonable care and skill.
2. However, we’re not responsible for any loss or damage that is not foreseeable.
3. Loss or damage is foreseeable if either it’s obvious that it will happen or if, at the time the contract between us was made, both we and you knew it might happen (for example, if you discussed it with us during the sales process).
4. We don’t exclude or limit in any way our liability to you where it would be unlawful to do so and this includes liability for:
  1. death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
  2. fraud or fraudulent misrepresentation;
  3. breach of your legal rights in relation to the goods; or
  4. for supplying goods which are defective under the Consumer Protection Act 1987.
5. Because you’re placing your order with us as a consumer, we only supply the goods for domestic and private use. If you use the goods for any commercial, business or re-sale purpose we’ll have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Other important terms
1. We’ll only use your personal information as set out in our privacy policy.
2. We may transfer our rights and obligations under these terms to another organisation. If we do this, we’ll contact you to let you know. If you’re unhappy with the transfer you may end the contract and we’ll refund you any payments you’ve made in advance for goods not provided.
3. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
4. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

1. If:
  1. we don’t insist immediately that you do anything you’re required to do under these terms; or
  2. if we delay in taking steps against you in respect of your breaking of this contract,

that won’t mean that you don’t have to do those things and it won’t prevent us taking steps against you at a later date.

1. The contract between you and us, its subject matter and its formation are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you’re a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you’re resident of Scotland, you may also bring proceedings in Scotland.

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To Pet Munchies Limited, PO BOX 1075, St Albans, Hertfordshire, AL1 9RJ

OR hello@pet-munchies.com

I hereby give notice that cancel my contract of sale of the following goods:

Ordered on:
Name:
Address:
Signature (only if this form is notified on paper):
Date: