Terms & Conditions
These Terms and Conditions apply to all transactions between us (PetSmile) and yourself (the Customer). These Terms and Conditions are governed by current English Law. Your statutory rights (which take precedence) are not affected.
We reserve the option to change and update these Terms and Conditions at any time. Changes take effect on the date they are published on this website - the date of the last change to these Terms and Conditions is clearly indicated at the base of this page. We are not bound by any changes or amendments to these Terms and Conditions not made by ourselves and duly published on this website.
Customer Orders
We will treat each order as an offer by you to purchase the goods subject to these terms and conditions.
To order goods via this website, you must be 18 years of age or over. We can only fulfil orders placed for delivery to UK addresses. Orders placed via the website will be acknowledged electronically by e-mail or telephone.
Please note that electronic acknowledgement does not constitute confirmation or acceptance of your order by us.
Your order will be accepted and the creation of a contract between you and us will take place once the goods have been dispatched or collected from Oakbeck Veterinary Hospital.
We reserve the right to refuse all or part of any order, for any reason. If this happens we will inform you by telephone or electronic mail.
Pricing
The total price payable will be confirmed at the time you place your order via the website whether or not the order has been acknowledged.
We are entitled to make adjustments to the price to take account of any increase in manufacturer or supplier prices, or the increases of tax or duties that are applicable.
The total price payable, including V.A.T and delivery charge (if applicable) is displayed on the shopping cart and order confirmation pages. Our registered VAT Number is 708 2776 19.
Although we have safeguards in place to ensure that pricing information on the website is correct, occasionally errors may occur and goods may be incorrectly priced. If we discover a pricing error we will either:
- contact you and ask you whether you wish to cancel your order or continue with the order at the correct price.
- OR
- notify you that we have cancelled your order. We will not be required to supply goods at the incorrect price.
Order Processing
Once your order has been received by our system we will package and despatch the item(s) you have requested.
The item supplied may differ from the illustration. In the event of our inability to supply the item we may substitute it for one of the same (or greater) value.
If a product you have ordered requires a prescription we must receive a true copy of the prescription prior to releasing the prescription only components of your order. You may decide to have your non-prescription items sent separately from your prescription items.
Please use the prescription blank or prescription generator to produce a prescription your Veterinary surgeon can sign and then return this to us by FAX, electronic mail or post so we can fulfil your order.
Payment Security (Provided by Sage Pay (previously known as PROTX) Payment Systems)
We use the industry leading internet card payment company Sage Pay to protect your card details and us from fraud.
Transaction security. All transaction information passed between merchant sites and the Sage Pay system is encrypted using 128-bit SSL certificates. No cardholder information is ever passed. You can be secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information and at no time do our employees have access to your credit card information.
Encryption and Data Storage. All sensitive data is secured on Sage Pay using the same internationally recognised 256-bit encryption standards used by, among others, the US Government.
Links to banks. Sage Pay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
Delivery
Delivery will be charged as displayed on each order. Once you have placed an order it will be dispatched the same or next day depending on the time the order was placed. If you cancel your order after we have dispatched the goods, you will be liable for delivery and collection costs.
Orders will be delivered by our delivery partners - ANC or Able Couriers. Smaller items may be sent Royal Mail 1st Class.
We can only deliver goods to the address given at the time of the order.
Collection times - Customers will be notified by email or telephone when their order is ready for collection if they have selected the collect in store option.
Availability
Product information provided on this website is given only as a guide. Dimensions and weights displayed are approximate. If you place an order for goods that are out of stock, we will despatch them when the item(s) return to stock.
Sometimes delays in deliveries from our suppliers are beyond our control. We cannot guarantee delivery dates and so any date given is approximate based on previous shipping experience.
We are not liable for any losses, costs, charges or expenses arising from the delayed delivery of your order.
Returning Goods
Any unwanted items are to be sent back at your expense, undamaged in the original packaging within 7 working days.
Please contact Customer Service on 08714-24-25-26 or via info@petsmile.org to gain an authorisation number for your return. Mark this number clearly on the exterior of the packaging and please mention it in any communications you have with us.
If you are unhappy with the goods received we will refund them if they are sent back at your expense, complete, unopened and in good condition within 7 working days, along with the order confirmation invoice.
When we have received the goods, in their original condition a refund will be made in the same manner as you purchased the goods. The refund will only include the cost of goods sent and will not include delivery charges.
Any goods found to have manufacturing faults will be replaced or refunded.
This Returns Policy does not affect your statutory rights, which take precedence.
Jurisdiction
These Terms and Conditions of Sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts. We are required by law to inform you that sales can be concluded in English only.
Contact PetSmile
Contact PetSmile HQ using the details below:
PetSmileOakBeck Veterinary Hospital,
Oakbeck Way,
Harrogate,
North Yorkshire,
HG1 3HU.
Telephone: 08714 24-25-26
Fax: (01423) 730035
Email: info@petsmile.org
Last updated on Wednesday, 28th October 2009