1. Definitions
In these Conditions, the following words have the following meanings:
Contract
These Conditions of Sale, any quotation, and any other document that forms part of a contract between the Seller and the Customer.
Customer
Any person, firm or company placing an order with the Seller.
Goods
All and any food products or related items supplied by the Seller.
Seller
PawStrong.
Transgression
Any breach of contract, or any other act, default, omission or statement by the Seller, its employees, agents or subcontractors, for which the Seller is liable to the Customer.
2. General
These Conditions apply to every contract for the sale of Goods by the Seller to the Customer, and they replace any earlier terms and conditions of sale we’ve published. Nothing can be added to or changed in these Conditions, and no inconsistent term will bind us, unless we’ve agreed it in writing.
All brochures, catalogues, price lists, samples and other advertising or descriptive material are meant as a rough guide to give you a general impression of the Goods. Unless we’ve specifically built them into the Contract, they don’t form part of it. We may also make minor changes to the specification of the Goods without telling you first.
You are responsible for following any law or regulation, in the UK or anywhere else, that covers exporting or importing the Goods into the country they’re going to (and any country they pass through on the way), including paying any related duties or taxes. You agree to fully cover PawStrong Ltd for any fines, penalties, costs, claims, damages, losses or expenses we incur because you didn’t follow this clause.
3. Price
The price of the Goods is whatever is shown on the PawStrong website when you place your order. All prices are in Pounds Sterling and include VAT at the applicable rate, unless we say otherwise.
We can update or change prices, offers and promotions at any time without notice. Any change like this won’t affect orders that have already been placed and confirmed.
Payment has to be made in full when you order, using the secure payment options at checkout. We don’t accept cheques or delayed payment arrangements.
If there’s a pricing error on the website, we can cancel the order before it’s dispatched. If we’ve already taken payment, we’ll refund you in full as soon as we can.
4. Title and Risk
Once we have received payment in full for the order including any shipping charges, you will own the Goods. Until then, goods are still ours. If an order is cancelled or refunded before shipping ownership does not pass to you and we reserve the right to recover or dispose of the Goods as we see fit. For pre-orders or delayed payments made by a third party provider ownership passes when we get confirmation of cleared monies from the third party provider.
Risk in the Goods passes to you when they’re delivered to the address you gave at checkout. From that point, looking after, storing and using them is down to you, and we can’t be held responsible for any loss or damage that happens after a successful delivery.
If a payment is reversed, cancelled or found to be fraudulent after dispatch, we can recover the Goods or pursue payment for the full value of the order by any lawful means.
5. Terms and Representations
These clauses set out your rights if PawStrong Goods or services cause you to incur any loss or harm.
They tell you how far our duties go and what to do if something goes wrong.
We confirm that all Goods will be of satisfactory quality, safe for their intended purpose, and as described on the website or packaging. Unless we say otherwise, all food products we sell are suitable for animal consumption in line with UK feed regulations.
Please check your Goods when they arrive to make sure everything is correct and in good condition, and tell us about any problems or discrepancies as soon as you can after they arrive.
If something is missing or damaged, and you give us the chance to inspect the affected items before they’re used, we’ll either replace the missing or damaged items or refund or credit that part of the order, whichever we think is appropriate. We may not be able to sort out a shortage or damage complaint if you can’t give us reasonable evidence, or if the Goods have already been used or thrown away before we can inspect them.
We’ll replace or refund Goods found to be faulty, as long as:
• You tell us as soon as you notice the fault, and no later than the “best before” date on the packaging.
• The Goods have been stored properly and not mixed or altered with anything else.
• The Goods are returned to us at your expense, unless we’ve agreed otherwise or the law requires otherwise. When received and inspected, we will replace or refund as appropriate.
6. Risk, Delivery, Packaging and Storage
Delivery charges are shown clearly at checkout, or agreed at the time of purchase. We may review or update delivery rates and options at any time without notice, but any change won’t affect confirmed orders.
For orders delivered by us or our chosen delivery partners, risk in the Goods passes to you on successful delivery to the address you gave when ordering. We’ll replace or refund Goods lost or damaged in transit (unless it’s down to you), provided you let us know within a reasonable time of delivery.
Any claim about shortages, breakages or non-delivery needs to reach us within 48 hours of you receiving the Goods, or within a reasonable time if a delivery hasn’t arrived as expected. Please make claims in writing, with your order details and, where you can, photos of any damage.
We package everything carefully so it arrives in good condition. Please store your products as instructed on the packaging to keep them in good quality and safe to use.
7. Force Majeure
We’ll take all reasonable steps to fulfil orders and deliver within the estimated timeframes, but all delivery and performance times are estimates only. We’re not liable for any expenses, losses or damages caused by a delay, and a delay doesn’t give you the right to cancel an order that’s already been processed or dispatched.
We’re not liable for any failure or delay in fulfilling our duties where it is due to something beyond our reasonable control. That includes things such as adverse weather, transport disruption, strikes, natural disasters, pandemics, equipment or system failures, or shortages in the supply of resources or goods. If that happens, we’ll do what we reasonably can to limit the impact and complete delivery as soon as possible.
Where we need to, we can make part deliveries and issue invoices or confirmations for the Goods supplied as part of a larger order. Anything outstanding will follow as soon as we reasonably can.
8. Termination and Severability
If you break these Conditions or if we do not receive payment as agreed we may suspend or terminate any order or account immediately.
We reserve the right to cancel or suspend an order if we have reason to believe that you have provided incorrect information, acted fraudulently or in any other way contravened these Conditions.
If we end things under this clause, we can recover from you any reasonable costs, losses or damages that result directly from the breach, including admin or delivery costs.
If a court or authority decides any part of these Conditions is invalid, illegal or unenforceable, that part will be adjusted just enough to make it valid and enforceable. If that isn’t possible, it will be treated as removed. Everything else stays fully in force.
9. Law and Jurisdiction
These Conditions, and any agreement between PawStrong and the Customer, are governed by the laws of England and Wales. You agree that the courts of England and Wales have exclusive jurisdiction over any dispute or claim arising out of or connected to these Conditions or any order you place with us.
Head Office: Unit 3, Velocity Way, Redditch, B98 7FX
Registered Office: Unit 3, Velocity Way, Redditch, B98 7FX
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Website Terms (in addition to the standard terms of sale)
1. Refund Policy
We care about giving you quality products, fair prices and great service. If you're not happy for any reason, we’ll happily arrange a replacement or refund, whichever you’d prefer. Returns must be reported to us within 30 days of delivery.
None of this affects your statutory rights as a consumer under UK law.
To arrange a return, or to ask anything about refunds or replacements, email us at [email protected] or call 01299 382203, Monday to Friday, 9:00am to 5:00pm.
2. Cooling-Off Period (your right to cancel)
You have the legal right to change your mind and cancel an order within 14 days of receiving your Goods. This is your Cooling-Off Period under the Consumer Contracts Regulations 2013.
To use this right, let us know within 14 days of delivery by email or phone, quoting your order number and the items you’d like to return.
You can reach us at [email protected] or on 01299 382203.
We try to dispatch orders quickly, so if you’d like to cancel before yours has gone out, please get in touch as soon as possible to stop it being shipped.
If your order has already been dispatched, please return the Goods unused and in their original condition within 14 days of telling us you want to cancel. We’ll issue a full refund once we’ve received and inspected them.
3. Complaints
We’re committed to high standards in both product quality and customer service. All our products are made in line with the relevant UK and EU pet food regulations and go through strict quality control. We take every piece of feedback and every complaint seriously, and we aim to handle them promptly, fairly and with respect.
To raise a complaint about a product, our service or anything else, contact us by email, by phone on 01299 382203, or in writing to PawStrong, Unit 3, Velocity Way, Redditch, B98 7FX.
We’ll deal with your complaint promptly and courteously, and do everything reasonable to put things right. We also use feedback and complaints to keep improving our products and service.
If we can’t resolve a complaint straight away, we’ll give you a reference number so you can keep track of it.
We aim to acknowledge every complaint within 2 working days. We’ll normally resolve product complaints within 5 working days, and all other complaints within a maximum of 15 working days. If something needs more investigation, we’ll keep you updated until we can give you a final response.