Terms & Conditions
Our contract with you
These terms and conditions apply:
1.1 So far as the context allows, to you as a visitor to Our Website; and
1.2 in any event to you as a buyer or prospective buyer of our Goods.
1.3 We shall accept your order by e-mail confirmation. That is when our contract is made. Our message will also confirm details of your purchase and tell you when we shall despatch your order.
1.4 We may change these terms from time to time. The terms that apply to you are those posted here on Our Website on the day you order Goods.
1.5 Unfortunately, we cannot guarantee that Goods advertised on our website are available.
1.6 If we do not have all of the Goods you order in stock, we will offer you alternatives. If this happens you may:
1.6.1 accept the alternatives we offer;
1.6.2 cancel all or part of your order;
1.7 If in future, you buy Goods from us under any arrangement which does not involve your payment via Our Website, these terms still apply.
1.8 If we owe you money on account of your cancellation, we will credit your credit or debit card as soon as reasonably practicable but in any event no later than 7 days from the date of cancellation of your order.
2 Cancellation of order
2.1 You may cancel your order at any time before we despatch your order or before the expiry of 7 working days from the date you receive your order, not including the day you received it.
2.2 Details of our after-sales service and guarantees, if any, are given on our website / in our catalogue.
2.3 If you cancel before we have sent the Goods, we will refund to you the price of the Goods and the cost of delivery, if any.
2.4 If you cancel after we have despatched the Goods, we will refund the price of the goods only.
2.5 The option to cancel your order is not available if the Goods are:
2.5.2 made or altered to your specification;
2.5.3 have your pets ashes in them;
2.6 If you cancel your order after we have despatched the Goods, you must return them to us within 7 days in the same condition in which you received them. We cannot refund your money if the Goods have been used, worn or damaged.
2.7 You are responsible for the cost of returning them.
2.8 If you fail to return the goods, within 14 days, we are entitled to arrange for their collection. If we do we shall look to you to repay us the cost of collection.
2.9 We will refund your money within 30 days.
2.10 Our most important task is to ensure your absolute satisfaction. We will always strive to reach that target. However, we acknowledge that mistakes are made occasionally. This paragraph covers that possibility. If you are not wholly satisfied with the Product, please tell us at the earliest opportunity:
2.10.1 exactly what is the fault;
2.10.2 the date, if relevant, when the fault became apparent;
2.10.3 when and how you discovered the fault;
2.10.4 how the fault affected your use of the Goods;
2.11 To do this, it is essential that you follow the instructions below. These provisions apply in the event that you return Goods to us because you say they are faulty:
2.11.1 You must tell us by email message email@example.com by letter to our land address at the top of this agreement, you that you would like to return goods, specifying exactly what goods and when purchased, and giving full details of the defect or other reason for return. We will then issue a returns note. If you send goods to us without a returns note, we may not be able to identify sufficient details to enable us to attend to your complaint.
2.11.2 The Goods must be returned to us as soon as any defect is discovered.
2.11.3 So far as possible, Goods should be returned:
2.11.4 with both goods and all packaging as far as possible in their original condition;
211.5 securely wrapped;
2.11.6 including our delivery slip;
2.11.7 at your risk and cost.