Terms & Conditions

These Terms and Conditions govern use of the website accessed through gladwellspet.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 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.

Site Ownership and Intellectual Property
The Website is owned and operated by HG Gladwell & Sons Limited, a company registered in England and Wales under company number 655853 . Our VAT number is GB102482705. Our registered office is Copdock Mill, Ipswich IP8 3LA.
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.
No copying of either the Website and/or any and/or all of the material contained on the Website or distribution for any commercial or business use is permitted without our prior written consent. You may not include a link to the Website or display the contents of the Website surrounded or framed or otherwise surrounded by material not originating from us without our prior written consent.
No licence is granted to you in these Terms and Conditions to use any trade mark whether registered or unregistered of either Pets at Home Limited and/or its group of companies

Your Account
If you use the Website, you are responsible for (1) maintaining the confidentiality of your account and your password and (2) restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner.
You must ensure that the details provided by you on registration at the Website or at any time are correct and complete.
You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. Click here to go the ‘My Account’ page. Then simply enter your email address and password and you will then be able to change the details that you originally gave.
Right to suspend or cancel your registration
We may suspend or cancel your registration to the Website immediately or restrict or prevent your access to the Website at our reasonable discretion if you breach any of your obligations under these Terms and Conditions.
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.
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.

Website information & availability
Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it. Further, due to the inherent nature of the Internet, errors, interruptions and delays may occur in the service at any time. Accordingly, subject to condition 13 below, the Website is provided “AS IS” with warranties excluded to the fullest extent permissible by law. Subject to condition 13 below, we do not accept any liability arising from any inaccuracy or omission in any and/or all of the information provided on the Website or interruption in availability.
If a fault occurs in the service of the Website, you should report it to Customer Services via contact us.
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.
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 where a manufacturer has changed their recipe and this has not yet been reflected in the information on our product pages. 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.

Promotions, vouchers & competitions
From time to time, we (or selected third parties) may include competitions, promotions, vouchers or other offers on the Website. Each offer and or voucher shall be subject to its own express terms, however, each offer or promotion will be subject to availability at all times. Your statutory rights are not affected.

Ordering goods
All orders placed through the Website will be subject to our acceptance of the order.
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.
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.

Pricing, processing your orders and payment
The price of any goods will be as quoted on the Website from time to time, except in cases of obvious error. In the event of obvious inaccuracies in the prices quoted on the Website, we reserve the right not to fulfil and/or to cancel any orders placed by you in reliance on the inaccurate prices.
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.
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.
The payment method accepted is Opayo (formerly Sage Pay). Please visit the Opayo website for further terms and conditions.
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.
All prices shown on the Website are inclusive of VAT. Delivery charges are clearly highlighted throughout the Website.

Delivery
We only ship within the United Kingdom (Including N. Ireland and British Isles).
We aim to deliver your order within three days of accepting your order, but not longer than 14 days.
Orders placed after 06.00am will be despatched the following working day. Friday, Saturday and Sunday orders are despatched on Monday.
If you would like your item to be left in a safe place you must let us know via our Contact Us after purchase.
Items Over 3kg use a service that requires a signature and therefore it cannot be left in a safe place. It can be left with a neighbour or rearranged for another day.
If your purchased item is returned to us because of a failure to respond to the courier’s calling cards, emails regarding missed deliveries, failure to pick up from a collection point or refusal of delivery (excluding broken items) this will result in a restocking fee per item that will be deducted from any refund.
If no card has been left or you do not believe delivery was attempted, please contact us right away as failing to do so could incur the restocking fee.
If you need to make changes to the delivery address, please contact our Customer Services Team via the Contact Us form.
If you refuse a delivery, it will be returned to us, at a cost of which will be deducted from the refund you receive.

Cancelling
The easiest way to cancel is to let us know before 06:00am the day after you ordered.
To cancel any Contract between us, you must immediately contact us and return the goods to us in accordance with refunds below.

Refunds and Returns
We stand by our Simple Returns Policy, if you are not happy with your purchase, we are happy to offer a Refund or Replacement provided we are contacted within 30 days of delivery. (in addition to your statutory rights). This does not include items which have been used or damaged by the buyer.
If there is a problem with the item (i.e. incorrect or damaged item) please contact our Customer Services Team before returning the item in order to make the appropriate arrangements.
The Buyer is responsible for the return of the item back to us intact and make sure the item is received. Please use good packing and an appropriate postage service. The Buyer is responsible for return postage unless there is a fault with the item. All packaging and additional parts will also need to be included when sending the item back.
When you return a product to us;
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 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 but not the costs you incur in returning the item to us; or
because you claim that the goods are defective, we will examine the returned goods and will notify you of your refund 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.

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.
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.
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.

Ownership
The goods will be at your risk from the time of delivery.
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.

Events outside our control
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 events outside our reasonable control (“Force Majeure Event”). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and examples include but are not limited to:
strikes, lock-outs or other industrial action;
fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disaster;
inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
systems affected as a result of computer hacking or virus.

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.

Feedback
If you believe that we have missed anything out or that the item which you have received is not as described in the listing then please contact us, using the <<Contact Us>> form before leaving feedback.
We will be happy to accept your item back for a full refund/replacement (as per your request) if you believe that it is not as described, faulty, damaged or you believe to have received an incorrect item.
We try to list all items with the information provided by the manufacturers, but sometimes colours shown on the pictures can differ due to screen resolution and light effects used to take the photographs.
Please do not forget that you can always contact us if you have any questions before committing to buy the item, our Customer Service Team is happy to help, please use the <<Contact Us>> form.

If you have any concerns, please contact us via the contact us form and our friendly Customer Service Team will be happy to help. Our Customer Service Team aims to respond within 14 hours and operates between Monday and Friday.