1.1. These terms and conditions ("Terms") explain your rights and obligations in relation to this web site located at www.wearepets.co.uk ("Site") and any goods purchased through this Site. Please read them carefully. You may have other rights granted by law and these Terms do not affect these. If there is anything you do not understand then please contact us.
1.2. This Site is operated by We Are Pets ("we", "our" or "us"), located at 8 Station Road, Gerrards Cross, Buckinghamshire, SL9 8EL.
1.3. We may change the Terms at any time by posting such changes on the Site. Your continued use of the Site after notice of changes shall mean you are bound by the new terms.
2.1. The content of and copyright in the Site is owned by or licensed to us. You are permitted to view or print individual pages for your own personal use. Any other use must be with our prior written permission.
2.2. We reserve the right to suspend, restrict or terminate your use of this Site at any time.
3.1. The Site and the goods sold through it are subject to change without notice and we reserve the right to substitute without prior notification. We will inform you of any changes to the advertised goods prior to despatch of such goods.
3.2. By submitting your order you are offering to buy the goods and allowing us to use your personal details for the purposes of supplying goods (including passing your details on to third-party couriers).
3.3. We are not obliged to supply the goods to you until we have confirmed that we have accepted your order and received payment in full. Your order will be deemed to have been accepted when we despatch to you the goods which form your order. We may, at our discretion, reject your order.
3.4. All specifications, sizes, photographs, descriptive matter and advertising published by us or contained on our Site are issued only for giving an approximate idea of the goods described in them and colours shown are intended as a guide only. They do not form part of the Terms.
3.5. Prices are subject to change without prior notification.
3.6. Products are subject to availability. If a product you have ordered becomes unavailable due to circumstances beyond our control, we will supply substitute goods. If the subsitute goods are not wanted, we will meet the cost of returning them.
4.1 You will receive an order confirmation email as soon as you have placed an order. Please keep this email as we may ask you for information from it in any correspondence. If you do not receive this email please contact us so that we may investigate and confirm that your order has been placed successfully.
4.2 To view the status of your order, please sign-in to the We Are Pets website using your username and password, and select the View Order History option.
4.3 We will send a confirmation email you once your order has been despatched. Please keep this email as we may ask you for information from it in any correspondence.
5.1. All prices are in British Pounds and include Value Added Tax where applicable. We reserve the right to adjust the VAT element if this changes from the current rate of 20%.
6.1. We aim to despatch goods on the same working from receipt of your payment, if payment is received before 1:00pm GMT. We aim to deliver goods to you in 1-2 working days from despatch. Orders made after 1pm will be processed the following working day. We may not be able to provide an exact delivery date or time of day. We do not do international deliveries.
6.2 Where a courier is used, the courier may, at its discretion, attempt to deliver the the consignment to a neighbouring address within a reasonable distance of your delivery address, enabling the delivery to be completed as quickly as possible. It also means that it is not necessary for you to wait in for delivery. If this occurs, a Customer Contact Card will be left at the specified address.
6.3 Note that We Are Pets does not charge customs duties on International shipments outside of the EU. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of We Are Pets. We recommend that you check with your local customs officials or post centre for more information regarding importation taxes/duties that may be applicable to your online order with us.
7.1 Any returns or exchanges as set out below can only be made after a Return Authorisation Number (RAN) has been issued by us. We reserve the right to refuse any returns if this procedure is not followed. To obtain your RAN, you must first contact us via email, including your details of purchase and Order Reference Number, to inform us of your intentions. This must be be done within 7 working days of receiving your order.
7.2 You may return goods and receive a refund, if you do so within 7 working days from the date of delivery. Goods must be returned as set out in their original unused condition and with all packaging intact, as set out in 6.8.
7.3 If the goods delivered are faulty or have been damaged in transit, then we will either exchange the goods free of charge, or give you a full refund including delivery costs, providing the goods are returned to us within 7 working days from the date of delivery.
7.4 We will not accept returns for any non-faulty items after 7 working days have elapsed or for items that have been used. In all circumstances you must contact us as set out in 6.1.
7.5 If the item ordered is not to taste and an exchange is required, this can be provided but a delivery charge at our standard rate will be incurred. If you wish to exchange the item for an alternative one, please contact us to ensure that the item you require is available.
7.7 When returning goods, please ensure that you enclose your original invoice along with your RAN number so that we can identify your consignment on arrival.
For your protection we strongly recommend that you use a recorded delivery service to return goods. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received by us.
7.8 All goods must be in their original condition and with all packaging intact, as we cannot exchange used goods.
7.9 Following receipt of returned goods as set out above, refunds will be processed within 14 days. Refunds will be credited via the original purchaser's payment method.
8.1 If you wish to make any changes to your order, such as delivery address or quantity of goods, please email firstname.lastname@example.org as soon as possible after placing your order.
8.2 Should you wish to cancel you order after making payment, cancellation can only be made via the standard refund process as per Section 6. If you cancel payment with your card provider rather than following our refund policy, you will be liable for fee that provider charges us. Unlawful chargebacks will be thoroughly investigated and if neccessary, will referred to relevant investigative or law enforcement agencies.
9.1 All copyright and intellectual property rights existing in the Site are and will remain the property of us. Any product photography where a third party has be credited with copyright will remain property of the third party with all rights reserved.