|These Terms and Conditions govern your use of the website accessed through www.woofhouse.co.uk (the “Website”) and any orders you place through the Website.
Please read the Terms and Conditions carefully as they affect your liabilities under the law. By using the Website, you are deemed to accept the Terms and Conditions and, before proceeding with an order, you will be required to show that you have read and understood them by clicking on the “I accept” button at the end of these Terms and Conditions. Please note that you will be required to do this each and every time you place an order through the Website. If you do not agree to these Terms and Conditions, please do not register for use or use the Website. Please note that to purchase goods from the Website or to use or access certain areas of the Website, you will be required to register as an authorised user of the Website.
1. Ownership and Intellectual Property
1.2 The copyright and all other intellectual property rights in and to the Website and any and/or all of the material on the Website are either owned by us or are included with the permission of the owner of the rights. As a visitor to the Website, you may download a single copy of each piece of material contained on the Website for your own private viewing purposes only, provided you keep intact all and/or any proprietary notices.
1.3 Subject to condition 1.2 above, no copying of either the Website/media page and/or any and/or all of the material contained on the Website/media page or distribution for any commercial or business use is permitted without our prior written consent. You may not include a link to the Website/media page or display the contents of the Website/media page surrounded or framed or otherwise surrounded by material not originating from us without our prior written consent.
1.4 No licence is granted to you in these Terms and Conditions to use any trade mark whether registered or unregistered of Woof House Limited and/or its group of companies.
2. Your Account
2.2 You must ensure that the details provided by you on registration at the Website or at any time are correct and complete.
2.3 You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.
2.4 On the Website, we sell products for purchase only by people aged 18 or over. People aged under 18 may use the Website only with the involvement and supervision of a parent or guardian. The parent or guardian is required to accept these Terms and Conditions and place any orders for the person aged below 18. By using the Website you agree you are aged 18 or over.
3. Website information & availability
3.2 If a fault occurs in the service of the Website, you should report it to Customer Services either by ringing 01277 812836 or by email via our submissions form and we will correct the fault as soon as we reasonably can.
3.3 Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.
3.4 Your attention is drawn to the following information in particular:
3.4.1 While we do our very best to ensure that the ingredients, feeding guides and analyses information is kept up to date, there may be occasions when we are in the process of updating information. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product’s ingredients.
3.4.2 Suitable Breeds. We understand that when shopping online, it may be difficult to visualise the actual size of an item, even where approximate product dimensions have been provided. We have therefore provided where possible, a list of potentially suitable breeds for many of our products. Due to the sheer number of breeds of Dog in the UK, this list is a guide only and is by no means meant to be definitive. This guide is based on a breed’s generic size and attributes. Each pet is an individual and therefore, while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. Therefore, upon receipt of your order, please ensure that you are confident that the product(s) you have purchased will in fact be suitable for your pets unique individual requirements.
4. Other promotions, vouchers & competitions
4.2 Coupons, discounts and promotional vouchers offered by Woof House Ltd are valid only for use as part of a purchase made in Woof House unless otherwise stated.
5.1.1 Transmitting any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material;
5.1.2 transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or codes of practice;
5.1.3 gaining unauthorised access to other computer systems;
5.1.4 interfering with any other person’s use or enjoyment of the Website/media page;
5.1.5 breaching any laws concerning the use of public telecommunications networks;
5.1.6 interfering or disrupting networks or websites connected to the Website; or
5.1.7 making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.
5.2 We reserve the right to refuse to post material on the Website/media page or to remove material already posted on the Website/media page.
5.3 You fully indemnify us against any and/or all losses, liabilities, costs and/or expenses reasonably suffered or incurred by us, any and/or all damages awarded against us under any judgment by a court of competent jurisdiction and any and/or all settlements and sums paid by us as a result of any settlement reasonably agreed by us arising out of or in connection with:
5.3.1 any claim by any third party that the use of the Website/media page by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;
5.3.2 any claim by any third party that the use of the Website/media page by you infringes that third party’s copyright or other intellectual property rights of whatever nature; and/or
5.3.3 any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Website by you.
6. Right to suspend or cancel your registration
6.2 You can cancel this agreement at any time after giving us prior notice in writing. If you do so, you must stop using the Website.
6.3 The suspension or cancellation of your registration to the Website and/or your right to access and/or use the Website shall not affect either party’s rights or liabilities.
6.4 Conditions 1, 5 and 10 of these Terms and Conditions shall survive cancellation.
7. Ordering goods
7.2 When you submit an order to us on the Website, you will receive an email from us acknowledging your order (“Acknowledgement Email”). You should check this email for accuracy and let us know immediately if there are any errors. Please note that the Acknowledgement Email does not mean that your order has been accepted. Your order constitutes an offer to us to buy goods. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms the goods have been dispatched to you (the “Dispatch Confirmation”). The contract between us (“Contract”) will only be formed when we send you the Dispatch Confirmation” (“Contract”). Title to the goods will pass to you on delivery to you provided payment has been made in full. The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such goods has been confirmed in a separate Dispatch Confirmation.
7.3 Where you have used a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms of the offer and qualify for the promotional code. In the event that the code has not been issued to you for your personal use, or you do not qualify for the promotion, the price of the order will be adjusted notwithstanding any email confirmation which you receive. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
8. Pricing, processing your orders and payment
8.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
8.3 Payment for all goods, either by credit or debit card, will be taken from your card at the time we receive your order, once we have checked your card details and stock availability. Any payment made to us will be refunded if we do not accept your order.
8.4 Whilst it is our intention to keep the Website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
8.5 All prices shown on the Website are subject to delivery which are clearly highlighted throughout the Website.
9. Availability and delivery
10. Consumer Rights
10.2 To cancel any Contract between us, you must immediately inform us by either emailing or by telephoning us on 07500 311 900 between 09am and 5.30pm Monday – Friday, and 9am – 12.00 Saturday and return the goods to us in accordance with condition 11 below.
11. Refunds Policy
11.1.1 and where the goods are NOT defective, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day that we receive the goods in question back from you or you provide evidence to us that you have returned the goods to us. In this case, we will refund the price of the goods in full excluding the delivery charge and not the costs you incur in returning the item to us; or
11.1.2 Because you claim that the goods are defective, we will examine the returned goods and will notify you of your refund by post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case; within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
11.2 Please ensure that you return goods to us within 14 days of your cancellation of the Contract. This does not affect your statutory rights where the goods are faulty or not as described.
11.3 In the case of returns pursuant to condition 11.1.1 above, i.e., returns of non-defective goods, we may also reduce the amount of money refunded to you where you have used the goods beyond the handling that is necessary for you to make sure the goods are as you expected, for example the handling you would do in a shop. This is in accordance with your statutory rights.
11.4 We are unable to offer a refund on personalised, custom made or made-to measure goods made to your specification (such as pet id tags) unless the goods are defective. If you claim the goods are defective, we will examine the goods and condition 11.1.2 will apply.
11.5 Unless we have agreed otherwise, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
12.Risk and Title
12.2 Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the goods, including delivery charges.
13. Our Liability
13.2 We shall not be responsible to you or any third party whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these Terms and Conditions, including such damage as may be reasonably foreseeable at the date you order the goods.
13.3 If you are contracting as a business, our liability for any claim for loss or damage shall be limited to the purchase price of the goods you purchased.
13.4 If you are contracting as a consumer, our liability for any claim for loss or damage shall be limited to three times the purchase price of the goods you purchased.
13.5 Nothing in these Terms and Conditions shall exclude or restrict our liability:
13.5.1 for death or personal injury caused by our negligence;
13.5.2 under section 2(3) of the Consumer Protection Act 1987;
13.5.3 for fraud or fraudulent misrepresentation; or
13.5.4 for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
Limitations of liability
13.5.5. Woof House Ltd shall not be liable for any loss, claim, damage, nor any indirect, special, incidental or consequential damages of any kind, whether based in contract, tort, strict liability or otherwise, which arises out of (a) the use of, or inability to use, this site or content found in this site, or (b) the unauthorised access to or alteration of your transmissions or data, even if Woof House Ltd have been advised of the possibility of such damages unless resulting from the gross negligence or intentional actions of Woof House Ltd.
14. Written communications
16. Events outside our control
16.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
16.2.1 strikes, lock-outs or other industrial action;
16.2.2 civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
16.2.3 fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disaster;
16.2.4 inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
16.2.5 impossibility of the use of public or private telecommunications networks; or
16.2.6 Systems affected as a result of computer hacking or virus
16.2.7 the acts, decrees, legislation, regulations or restrictions of any government
16.3 Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us may be performed despite the Force Majeure Event.
17.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.
17.3 No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with condition 14 above.
18.2 A person who is not a party to these Terms and Conditions or any Contract between us shall have no right to enforce any term of the Terms and Conditions and/or any and/or all Contracts between us under the Contracts (Rights of Third Parties) Act 1999.
18.3 If any provision of these Terms and Conditions or any provisions of any Contract between us are found to be invalid, unlawful or unenforceable by a court to any extent, such provision will to that extent be severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law.
18.4 We may assign charge or transfer any of our rights or subcontract any of our obligations under these Terms and Conditions or any Contract to any third party at any time.
18.5 You may not assign charge or transfer any of your rights or subcontract any of your obligations under these Terms and Conditions and/or any Contract between us except with our specific prior written permission in writing.
18.6 We reserve the right to revise and amend these Terms and Conditions from time to time and any such changes will be communicated on the Website. You will be subject to the policies and the Terms and Conditions in force at the time that you order goods from us, unless any change to those policies or the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms and Conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods). If you do not wish to accept the new Terms and Conditions, you should not continue to use the Website. If you continue to use the Website after the date on which the changes come into effect, your use of the Website indicates your agreement to be bound by the new Terms and Conditions.
18.7 These Terms and Conditions govern the entire trading relationship between ourselves and you and will remain in force for the duration of our trading relationship.
18.8 We will endeavour to verify the accuracy of any product or pricing information which we place on the Website, but we make no warranties or guarantees (whether express or implied) in relation to the accuracy of such information. You must bear the risk associated with the use of the Internet.
Change or cancel an order
If your products have already been delivered, then you will need to follow our returns procedure.
Track your order
Please contact us if you require assistance tracking your order.
Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) or is a personalised product it cannot be returned to Woof House Ltd. Please follow the return instructions on your delivery note or contact us on 07500 311 900
1. Returns via our address below
Please include your Delivery note with your return and note on this the reason for the return..
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
2. Returns via courier collection
Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
Packing and sending your return
To ensure that your refund is processed as quickly as possible, please follow the procedures below.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy.
If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
*Products we are unable to refund.
We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty.
We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.
Consult the manufacturer’s handbook or website if appropriate. If you need a repair, call us on 07500 311 900 .You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.
|* Please click here to be directed to our Cancellation Form.|