Terms & Conditions (Updated 1st April 2018)
The terms and conditions apply to the use of the petbaseproducts.com website, which is the website of PetBase Limited, a company registered in England under company number 11067311. Our registered office is Castle Court, Castle Gate Way, Dudley, West Midlands DY1 4RH.
By placing an order with us you are agreeing to accept the terms and conditions set out below. Please note they do not affect your statutory rights.
Life is complicated enough so we have tried to make these terms and conditions easy to understand and as clear as possible. Please take the time to read and understand them. They will apply to any contract between us for the purchase of our products. We reserve the right to change our terms and conditions at any time. They will take effect when posted on the website.
To order from this website you will need to register. You will be asked to supply your contact details including your name, phone number, email address, as well as billing and shipping address. All information that you provide on this website must be accurate and complete (otherwise how will we get your orders to you?!)
When registering you will also be required to create a username and password. It is your responsibility to keep your username and password safe. Do not disclose it to anyone (not even your dog!). If you become aware of any unauthorized use or breach of your account security, please contact us immediately.
By accepting these terms and conditions you confirm that you will not use a false name or a known invalid credit card to order. Anyone found entering an incorrect or fictitious order or using a known invalid card will be prosecuted. To use this website you must be 18 years of age or over.
Here at PetBase, we love to hear from our customers so if you have any suggestions on how we can improve your shopping experience with us, please email us at email@example.com.
Making a Purchase online
Before ordering please take your time to browse through our website. We are constantly updating our website with new and exciting products from around the world. If you are not able to find what you are looking for, then we want to hear from you! We pride ourselves on listening to our customers.
- When you have made your final purchase choices, place the products in your bag and complete the checkout process.
- You will receive an email from us acknowledging your order. Please check to see that all the details on the confirmation email are correct. If any of the details are incorrect please contact us immediately by emailing firstname.lastname@example.org.
- We will then send you a second email to let you know that the goods have been dispatched. This email will also tell you how and when your order will be delivered to you.
- For business purposes, each item requested counts as an individual order. The contract between us only starts when we notify you that the goods have been dispatched.
- If for any reason your order has not been accepted, you will receive an explanatory email from us detailing the reasons why.
Online promotions and offer codes
Each individual promotion will clearly display the terms on the product description page. The terms will include:
- What the offer is, for example, % off, 3 for £x
- The start and end date of the promotion
- How to redeem the offer, whether it is a code you need to enter at checkout or if it is automatically applied
The general terms below apply to all voucher codes:
- They cannot be used in conjunction with any other offer or promotion unless otherwise stated
- PetBase reserve the right to withdraw or amend any promotion at any time at our discretion without prior notification
If you have any questions about offers or promotional codes then please contact us.
Here at PetBase Ltd, we accept most major credit/debit cards including Visa and Mastercard. We also accept payment via PayPal.
It is our company policy to carry out validation checks on credit and debit cardholders to obtain authorisation by the card issuer. By accepting our terms and conditions you consent to such checks being made.
All information provided by you will be treated securely and in strict accordance with the Data Protection Act 1998.
For orders made online or by calling us, we will only take payment once we have checked your card details and stock availability. A full refund will be given if we are unable to supply the goods.
PetBase Ltd is based in the UK. All our prices are in pound sterling and include VAT at the appropriate current rates. Delivery charges are excluded. The total cost of your order is the price of the products plus the applicable delivery charge.
Prices, products and offers are subject to availability and may be subject to change before (but not after) we accept your order. If the product(s) you have ordered is unavailable, we may offer you an alternative product.
We try to get things right most of the time, occasionally errors can occur. If we discover an error in the price or description of a product you have ordered, we will contact you and ask you whether you wish to continue with your order or cancel it.
To check the relevant delivery charge and estimated timescales please see delivery details below.
The products offered for sale on this website are solely for postal areas within the United Kingdom. Sorry, but we are unable to accept orders for delivery to the Scottish Highlands, the Shetland Islands, the Channel Islands and British Forces Post Offices (BFPO) at this time.
Product(s) will only be sent to the address given by you in your order. As we source our products from both the smaller local businesses as well as the larger suppliers, some of your items will be delivered to directly from the supplier. This means that you may receive your order in separate deliveries, however you will only pay one delivery cost.
Your products are shipped via the Royal Mail or a nominated carrier. Standard delivery charge is £2.95 and free for orders over £50. For standard items, UK delivery typically takes around 2-4 working days from dispatch and you will receive an email from us once your order has left us and is on its way to you. We aim to dispatch all standard delivery orders within 2 working days but it is normally much sooner.
Express delivery (1-3 working days) is available at £7.95. Express orders place before 2pm will be dispatched the same day.
Please note that personalised and made to order items are not applicable for our express delivery service.
When it comes to our personalised and handmade items, delivery times vary dependent on the supplier and the item being made. You can find all of the item specific delivery information of the individual item pages. However if you have any questions then just drop us an email and we will be happy to help.
Your final delivery charge will be shown at the checkout.
If for any reason you have not received your order within 7 working days or your order arrives incorrect or damaged, please contact us immediately by emailing email@example.com.
Returns, Substitutions and Cancellation Policy
We want you to be completely satisfied with your products, that is why we offer a 30-day money back guarantee from the dispatch date.
If you wish to return or exchange a product(s) where we are at fault, we will either refund you or replace your product free of charge.
The first step is to contact us either via email, then we will advise you of the next steps.
Remember that when returning a product(s) it is your responsibility until it reaches us. Always keep your proof of postage receipt.
If you have simply changed your mind (that’s no problem) you will be required to pay the return postage costs. Remember you can not return products does not apply to products that are personalised or made to measure.
Faulty goods may be returned at any time. We will examine the returned goods and if you are entitled to a refund, we will notify you by email.
Products that have been used outside of the recommended guidelines or maliciously damaged will not be refunded. Remember that we are unable to refund postage paid unless the fault is with us.
Please return all items to: PetBase Ltd, Unit 11&12, Baldock Industrial Estate, London Road, Baldock, SG7 6NG.
We will always aim to process the refund as soon as we can, but it will always be within 14 days.Your refund will be credited to the original card used to make the purchase (unless we have agreed otherwise).
If you have any questions regarding refunds or need any help, then please give our friendly customer service team a call on 0330 1005375 or drop us an email at firstname.lastname@example.org
If you change your mind about an order and it is yet to be processed or shipped, then please contact us. Where possible we will cancel the order for you.
Nothing in these terms and conditions shall exclude or limit liability for losses which may be lawfully excluded or limited by applicable law.
PetBase Ltd do not accept any liability for any errors and or omissions contained in our website. We reserve the right to change information, prices and specifications of listed products and services at any time and without notice.
Great care has been taken to prevent internet fraud. We ensure that any data collected from you is stored securely and safely. However, we cannot be held liable in the unlikely event of a breach in our secure computer servers.
All goods purchased from us through this website are of reasonable quality and are fit for the intended purpose.
Every effort will be made to deliver your goods in the time stated. However delays occasionally arise due to unforeseen factors. We accept no liability for any delay or failure to deliver due to any event outside our reasonable control. This includes but not limited to acts war, flood, fire, labour disputes, strikes, government actions, and any other similar event.
Ownership and Intellectual Property
This website is owned and operated by PetBase Limited, a company registered in England under company number 11067311, our registered office is Castle Court, Castle Gate Way, Dudley, West Midlands DY1 4RH.
The copyright, trademarks and all other intellectual property rights including the design and content featured on this website is the property of PetBase Limited.
As a visitor to this website, you acknowledge and agree that the material and content contained on this website is available for personal use only. You may only download material and content for the purpose of using this website.
Third Party Information
We are not responsible for material displayed on third party websites or any other written material. This website may contain links to sites owned and operated by third parties. These links are provided as a convenience to you and are not an endorsement by us for the products or materials on those sites. We are not responsible for the content of those sites and visiting the linked sites is at your own risk.
These terms and conditions are governed by the Laws of England and any disputes will be decided by the English courts.