Terms and Conditions

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to.

Summary of some of your key rights:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

up to 30 days: if your goods are faulty, you can get a refund;

up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;

up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.

This contract sets out:

• your legal rights and responsibilities;
• our legal rights and responsibilities; and
• certain key information required by law.

In this contract:

• ‘we’, ‘us’ or ‘our’ means Pure Pets Newport Limited; and
• ‘you’ or ‘your’ means the person using our site to buy goods from us.

If you have any questions about this contract or any orders you have placed, please contact us by:

• sending an email to contact@purepetsnewport.co.uk
• calling us on 07877749608 (Monday to Friday 9am to 5pm).

Who are we?

We are Pure Pets Newport Limited, a company registered in England and Wales under company number: 13495168.

Our registered office is at: 155 Mill Heath, Bettws, Newport, NP20 7RB.

The details of this contract will not be filed by us. Please print out or save a copy of this contract for your records as we will not save a copy for you.

1. Introduction
   1. If you buy goods on our site you agree to be legally bound by this contract.
   2. These terms and conditions apply only if you are buying goods on our site as a consumer (i.e. for purposes outside of your business, craft or profession).
   3. This contract is only available in English. No other languages will apply to this contract.
2. Information we give you
   1. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
      1. read the acknowledgement email (see clause 4.3); or
      2. contact us using the contact details at the top of this page.
   2. The key information we give you by law forms part of this contract (as though it is set out in full here).
   3. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3. Your privacy and personal information
   1. Our Privacy Policy is available at www.purepetsnewport.co.uk.
   2. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
4. Ordering goods from us
   1. Below, we set out how a legally binding contract between you and us is made.
   2. You place an order on the site by clicking on the “Checkout” icon. Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us.
   3. When you place your order at the end of the online checkout process (e.g. when you click on the ‘pay’ button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted by us.
   4. We may contact you to say that we do not accept your order. This is typically for the following reasons:
      1. the goods are unavailable;
      2. we cannot authorise your payment;
      3. you are not allowed to buy the goods from us;
      4. we are not allowed to sell the goods to you;
      5. you have ordered too many goods; or
      6. there has been a mistake on the pricing or description of the goods.
   5. We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
      1. a legally binding contract will be in place between you and us; and
      2. we will dispatch the goods to you.
   6. If you are under the age of 18 you may not buy any goods from the site.
5. Right to cancel
   1. You have the right to cancel this contract within 14 days without giving any reason.
   2. However this right of cancellation does not apply in the case of:
      1. Products of medicinal use including wormers and flea treatments; or
      2. Products which are natural treat boxes, individual treats, items that have been opened or used (unless considered to be faulty, in which case please see clause 10 below) and products which have been individually labelled with your details or your pet details.
   3. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
   4. To exercise the right to cancel, you must inform us of your decision to cancel this contract by either:
      1. Clicking on ‘My Account’ and ‘My Orders’ and cancelling the order. You must then click on ‘Request a Refund’. For more detail please visit our webpage ‘FAQ’; or
      2. a clear statement by (e.g. either a letter sent by post or email) using the contact details at the top of this page.
   5. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
6. Effects of cancellation
   1. If you cancel this contract, we will reimburse to you all payments received from you and basic delivery costs as follows:
      1. If you have cancelled your order prior to the goods being dispatched to you, we will refund all monies received by us (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us);
      2. If you have cancelled after the goods have been dispatched, we will reimburse to you the price of the goods only.
      3. If you have cancelled/returned the goods because they are faulty or misdescribed, we will refund the price of the goods in full, together with any applicable delivery charges and any reasonable costs you incur in returning the item to us.
   2. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
   3. We will make the reimbursement without undue delay, and not later than:
      1. 14 days after the day we received back from you any goods supplied; or
      2. (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
      3. if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
   4. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
   5. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
   6. If you have received goods:
      1. you shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired;
      2. Unless the goods are faulty or not as described (in this case see clause 10) you will be responsible for the cost of returning the goods to us; and
      3. you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
7. Delivery
   1. We use Royal Mail and couriers such as Hermes to deliver our goods. For information on delivery options and costs, visit our ‘FAQ’ page. During the online checkout process, you will be given available delivery options to choose from.
   2. The estimated date for delivery of the goods is set out in the Confirmation Email (see clause 4.5).
   3. If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery.
   4. Delivery will take place at the address specified by you when you placed your order with us.
   5. Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your Confirmation Email, we will:
      1. let you know;
      2. cancel your order; and
      3. give you a refund.
   6. If nobody is available to take delivery, please confirm a safe place for delivery by leaving a note on the ‘Checkout’ page.
   7. You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party notified by you takes, possession of the goods.
   8. We do not make deliveries to any addresses outside of the UK.
   9. We may deliver your goods in instalments. If you want to see whether your goods may be delivered in this way, click on the ‘FAQ’ page at any time during the online checkout process.
8. Payment
   1. We accept payment by credit card and debit cards. We do not accept cash or cheques.
   2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. Currently this is Stripe and as such these terms incorporate the Stripe’s service agreement available at https://stripe.com/gb/ssa. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see clause 3) or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
   3. Your credit card or debit card will be charged with the price of goods and any applicable delivery charges at the time your order is processed.
   4. All payments by credit card or debit card need to be authorised by the relevant card issuer.
   5. Nothing in this clause affects your legal rights to cancel the contract during the cancellation period as set out in clauses 5 and 6.
   6. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate but exclude delivery charges. For information on delivery options and costs, visit our webpage ‘FAQ’.
   7. All prices will be as quoted on our website at the time you submit your order. We use our best efforts to ensure that the prices of goods are correct at the time when the relevant information was entered onto the system. However please see clause 8.9 for what happens if we discover an error in the price of Product(s) you ordered.
   8. Prices for our goods may change from time to time, but changes will not affect any order you have already placed.
   9. Our website contains a large number of goods. It is always possible that, despite our reasonable efforts, some of the goods on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
      1. (a) where the product's correct price is less than the price stated on our website, we will charge the lower amount when dispatching the goods to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the goods to you at the incorrect (lower) price; and
      2. (b) if the product's correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will 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.
9. Nature of the goods
   1. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’). The goods that we provide to you must be as described, fit for purpose and of satisfactory quality.
   2. We are under a legal duty to supply you with goods that are in conformity with this contract.
   3. The packaging of the goods may be different from that shown on the site.
   4. While we try to make sure that:
      1. all weights, sizes and measurements set out on the site are as accurate as possible; and
      2. the colours of our goods are displayed accurately on the site, the actual colours that you see on your device may vary depending on the device that you use.
   5. Any goods sold at discount prices, as remnants or as substandard will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
   6. If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:
      1. we will let you know if we intend to do this but this may not always be possible; and
      2. you can refuse to accept such substitutes; in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
10. Faulty goods
    1. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
       1. contact us using the contact details at the top of this page; or
       2. visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
    2. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
    3. If your goods are faulty, please contact us using the contact details at the top of this page.
11. End of the contract
    1. If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
12. Limitation on our liability
    1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
       1. losses that were not foreseeable to you and us when the contract was formed;
       2. losses that were not caused by any breach on our part;
       3. business losses; or
       4. losses to non-consumers.
13. Third party rights
    1. No one other than a party to this contract has any right to enforce any term of this contract.
14. Disputes
    1. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods you ordered, our service to you or any other matter, please contact us as soon as possible using the contact details set out at the top of this page.
    2. If a dispute cannot be resolved or you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court.
    3. The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
    4. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.