If you want changes to take effect before your next delivery, you must make them within your online account before the deadline. This deadline is 23:59 on the day prior to your billing date. After this time you can no longer make changes to your order, including but not limited to cancellations, address changes, payment details, and order contents. You will be billed for any delivery that is active at the time of the deadline.
This page (together with our Privacy Policy, the Website Terms of Use and the Website Acceptable Use Policy) provides you with information about us and the legal terms (Conditions) on which we sell the products (Products) listed on our website (our site) to you.
These Conditions apply to every contract between us for the sale of Products to you (Contract). Please read these Conditions carefully and make sure you understand them before ordering Products from our site. Note that before placing an order you will be asked to agree to these Conditions. If you refuse to accept these Conditions, you will not be able to order any Products from our site.
We may revise these Conditions from time to time as described in clause 8. Each time you order Products, please check these Conditions to ensure you understand the terms that apply at that time. These Conditions were last updated on [27/03/2015].
1.1 We operate the website https://www.purepetfood.com/nl. We are Pure Pet Food B.V., a company registered in the Netherlands under KVK number 97288314 and with our registered office at Pure Pet Food B.V., Transpolis Park, Siriusdreef 17-27, 2132 WT in Hoofddorp. Our VAT number is NL867986918B01.
1.2 Contacting us if you are a consumer:
(a) To cancel a contract in accordance with your legal right to do so as described in clause 9, you must inform us that you have decided to cancel.
To do this, you must contact us by phone at 085 107 1477 between 8:30 and 17:00 Monday to Friday.
Please note that cancelling a subscription will apply to future orders but does not automatically cancel any existing orders already in processing.
(b) If you wish to contact us for any other reason, including a complaint, you can contact our customer service team at 085 107 1477 between 8:30 and 17:00 Monday to Friday or by sending an email to hello@purepetfood.com.
(c) If we need to contact you or provide you with written notice, we will do so by email or by registered mail to the address you provided in your order.
1.3 Contacting us if you are a business customer: You can contact us by calling our customer service team or sending an email to hello@purepetfood.com. If you wish to formally notify us of a matter in accordance with these terms, see clause 17.3.
2.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images.
2.2 The packaging of the Products may vary from that shown on our site.
1. USE OF OUR SITE
Your use of our site is governed by our Website Terms of Use and the Website Acceptable Use Policy. Please take the time to read these, as they contain important terms which may apply to you.
We use your personal information only in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it contains important terms which may apply to you.
This clause 5 applies only if you are a consumer.
5.1 If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.
This clause 6 applies only if you are a business.
6.1 If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.
6.2 These Conditions, together with our Privacy Policy, the Website Terms of Use and the Website Acceptable Use Policy, constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.
6.3 You acknowledge that in entering into this contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Conditions or in our Privacy Policy, the Website Terms of Use and the Website Acceptable Use Policy.
6.4 Both you and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this contract.
7.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order. Please take the time to read and check your order at each stage of the order process.
7.2 After you place an order, you will receive an email from us acknowledging that we have received your order. However, this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 7.3.
7.3 We will confirm our acceptance of your order by sending you an email confirming that the Products have been dispatched (“Dispatch Confirmation”). The contract between us will only be formed when we send you the Dispatch Confirmation.
7.4 If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available, or because we cannot meet your requested delivery date, or because of an error in the price on our site as referred to in clause 13.5, we will inform you of this by email and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs as soon as possible.
8.1 We may revise these Conditions from time to time. Please look at the top of this page to see when these Conditions were last updated.
8.2 Every time you order Products from us, the Conditions in force at that time will apply to the contract between you and us.
8.3 We may revise these Conditions as they apply to your order from time to time.
8.4 If we revise these Conditions as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you must return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.
This clause 9 applies only if you are a consumer.
9.1 Statutory Right of Cancellation
As a consumer, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order for most non-personalised goods within 14 calendar days after receiving them.
To exercise this right, you must inform us before the end of that 14-day period (see clause 9.2).
Excluded products: personalised items (e.g. customised food bags) are not covered by this legal right.
Notify us before the 14-day period expires by email to hello@purepetfood.com. Please include your name, order number and the products you wish to return.
For refunds, the following applies:
Notify your cancellation within 14 days of receipt.
Return the products at your own expense (unless faulty) within 14 days of this notification. Returned items must be unopened, unused, and in their original condition and packaging.
Once we have received and inspected the returned goods, you will receive a full refund within 14 days to the original method of payment.
If your item is faulty, damaged, or not as described, you may return it under clause 9.2. In any case:
Follow the procedure in 9.2.
We may request photos or further details.
If we confirm that the fault lies with us, we will reimburse your return postage and you will receive a full refund (including delivery costs) within 5 working days of receipt.
Personalised or made-to-order items cannot be cancelled or returned under clause 9.1, as they are not reusable. They may only be returned if faulty or misdescribed (clause 9.3). In such cases, we will reimburse the return shipping costs and refund you in full.
We aim to treat our customers fairly and with respect.
If you have circumstances that fall outside these terms but deserve personal attention, please contact us at hello@purepetfood.com. We will review your request on a case-by-case basis.
If you return Products under this clause 9 because they are faulty or misdescribed, we will refund the full price of the Products together with any applicable delivery charges. We will not refund returned Products that have been opened.
We will refund you using the credit or debit card used for payment. If you paid using vouchers, we may refund you in vouchers.
(a) If a product has been delivered to you before you cancel, it is not eligible for return or refund due to its perishable nature. Only in cases of defect or incorrect labelling may you cancel within 14 days of notification.
Return address: Transpolis Park, Siriusdreef 17-27, 2132 WT in Hoofddorp. Unless the product is faulty or misdescribed (see clause 9.6), you are responsible for the cost of returning the Products to us. For Products that cannot be returned by post, we estimate that if you use the carrier who delivered the Product to you, these costs will not exceed the amounts we charged you for delivery.
(b) If you refuse delivery, the item will be returned but this does not entitle you to a refund.
Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund under this clause 9 or by anything else in these Conditions. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
We will contact you with an estimated delivery date, which will be within 2–4 days after the date of the Dispatch Confirmation (the date on which we email you to confirm acceptance of your order). Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 19 for our responsibilities when this happens.
Delivery is complete once we deliver the Products to the address you gave us. At that point, the Products become your responsibility.
You own the Products once we have received full payment, including all applicable delivery charges.
If we miss the 2–4 day delivery deadline for any Products, you may cancel your order immediately if:
(a) we have refused to deliver the Products;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
If you do not wish to cancel your order immediately, or do not have the right to do so under clause 10.4, you can give us a new, reasonable deadline for delivery. If we fail to meet the new deadline, you may then cancel your order.
If you choose to cancel your Order due to late delivery under clause 10.4 or 10.5, you may do so in respect of some or all of the Products, unless splitting them would significantly reduce their value. If the Products have already been delivered, you must return them to us or allow us to collect them. After you cancel the Order, we will refund all amounts you have paid for the cancelled Products and their delivery.
The prices of the Products will be as quoted on our website at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time the relevant information is entered into the system. However, see clause 12.5 for what happens if we discover an error in the price of Product(s) you ordered.
The prices of our Products may change from time to time, but such changes will not affect any order you have already placed.
The price of a Product includes VAT (where applicable) at the applicable rate chargeable in the UK at the time. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid in full before the VAT change takes effect.
The price of a Product does not include delivery charges. Our delivery charges will be advised to you during the checkout process, before you confirm your order. See clause 12.6 below for the relevant delivery charges.
It is always possible that, despite our best efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered, we will inform you of this and give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.
You can pay for Products ordered online using a debit or credit card. We accept the following cards: American Express, Visa, Mastercard, Visa Debit and Maestro. Products ordered by telephone can only be paid for with a Maestro debit card.
Payment for the Products and all applicable delivery charges is in advance. We will not charge your debit or credit card until we dispatch your order.
This clause 14 applies only if you are a business customer.
We only supply the Products for internal use by your business, and you agree not to use the Products for any resale purposes.
Nothing in these Conditions limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation.
Subject to clause 13.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:
(a) any loss of profits, sales, business, or revenue;
(b) loss or corruption of data, information, or software;
(c) loss of business opportunity;
(d) loss of anticipated savings;
(e) loss of goodwill; or
(f) any indirect or consequential loss.
Subject to clause 13.2, our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the total price of the Products ordered.
Except as expressly stated in these Conditions, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might otherwise be implied or incorporated into these Conditions by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.
This clause 15 applies only if you are a consumer.
If we fail to comply with these Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this Contract.
We only supply the Products for domestic and private use. You agree not to use the Products for any commercial, business, or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 15.2.
An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or the impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. If the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
15.4
You may cancel a Contract that is affected by an Event Outside Our Control which has continued for more than 30 days. To cancel, please contact us. If you choose to cancel, you must return any relevant Products you have already received to us, and we will refund the price you have paid, including any delivery charges.
When we refer in these Conditions to “in writing”, this includes email.
If you are a consumer, you may contact us as described in clause 1.2.
If you are a business:
(a) Any notice or other communication given by you to us, or by us to you, under or in connection with the Contract shall be in writing and shall be delivered personally, sent by prepaid first-class post or other next working day delivery service, or by email.
(b) A notice or other communication shall be deemed to have been received: if delivered personally, when left at our registered office; if sent by prepaid first-class post or other next working day delivery service, at 9.00 a.m. on the second working day after posting; or if sent by email, one working day after transmission.
(c) In proving the service of any notice, it will be sufficient to show, in the case of a letter, that it was properly addressed, stamped and placed in the post and, in the case of an email, that it was sent to the specified email address of the recipient.
(d) The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.
We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Conditions.
You may only transfer your rights or obligations under these Conditions to another person if we agree to this in writing. This Contract is between you and us. No other person shall have any rights to enforce any of its terms. Each paragraph of these Conditions operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these Conditions, or if we delay in taking steps against you in respect of your breaching this Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Products, we can still require you to make the payment at a later date. If we waive a default by you, we will do so in writing only, and that will not mean that we automatically waive any later default by you.
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