Terms and conditions

GENERAL

These Terms and Conditions shall apply to all contracts for the sale of goods by Generation Pets to the customer.

When the customer places an order on our website it is an offer to purchase Goods pursuant to these Terms and Conditions. We can choose not to accept an order for any reason and in these circumstances there will be no contact between Generation Pets and the customer.

 

Delivery

We deliver to all addresses within the UK. The standard and next day delivery cost for your goods will be displayed to you before your place your order on our website.

We are sorry but we are unable to deliver overseas (including Europe) or to PO boxes.

When you have placed your order on line we will send you an e-mail confirming that your order has been received and is being processed. We will also send you an email to let you know when your goods will leave our warehouse. To find out how your order in progressing please log onto “my account”.

We will send your goods to you by First Class Royal Mail or our preferred courier. If your goods are sent by courier then a signature may be required.

If you have any special delivery requirements (such as a place to leave the goods or a date for delivery) please let us know when you place your order and we will pass this information onto our courier. However, unfortunately we cannot guarantee that the couriers we use will be able to meet all specific delivery requests.

We aim to dispatch all orders (other than “made to order” items) within 24 hours of receipt and you should allow 3-5 working days for standard delivery of your goods.

We can provide a Next Day delivery service for certain goods if your goods are required urgently. If you require next day delivery please telephone us on 01594 530110 or email us via the [contact us page] to check stock availability and to obtain a price for this service.

If you order a “made to order” item you will be advised of the estimated delivery time for your goods when you place your order. We will then confirm a delivery date with you once we have spoken to the manufacturer.

Where items are delivered by courier please open the package and check it carefully before signing for it. The courier is obliged to wait until you have done this. By signing for your order you are confirming receipt of it and that you accept it in the condition in which it arrives. Any items signed for cannot be returned as damaged and no replacement can be supplied.

Please make sure that you enter the correct delivery address when you place your order. If you give us the wrong address your won’t get your goods and they will be returned to us by Royal Mail or the courier. We are afraid that in these circumstances we will have to charge you the standard delivery price to resend your items. Please contact us by email via the [contact us page] if you accidentally enter the wrong address and we will try to rectify the mistake if we are notified before your order has been dispatched.

 

Cancellation or Return of your Order

We very much hope that you will be delighted with your purchase however, if you do change your mind for any reason you can cancel your order by emailing us via the [contact us page].  If we receive your notification before  your order has been dispatched then we will cancel it and refund your payment.  Please note that “made to order” or personalised items cannot be cancelled once we have placed the order with the manufacturer.   We will advise you if this is the case at the time of the order.  

 If you would like to return the goods you ordered, please contact us by email via the [contact us page] within 7 days of receipt of your order including your name, address and order number. Please be aware that “made to order” or personalised items cannot be returned. We will advise you if this is the case at the time of order.

Once we have received your notification we will contact you with a return number and address for return.

Please return the good to us in their original condition within 14 days of receipt. If you would like us to collect the goods please let us know by email via the [contact us page] and we will arrange for collection by our courier. Please be aware that you will be responsible for the cost of returning the goods to us (whether you return them yourself or they are collected by our courier). You are also responsible for the goods until the have made their way back to us so please make sure that they are properly packaged for their return journey and consider using a “tracked” service.

When we get the goods back (and provided that they are in a saleable condition) we will give a full refund (excluding the cost of returning the goods to us) within 30 days of cancellation (it will usually be much quicker than that).

 

Exchanging Items

If you would like to exchange an item you have bought for another of our items please email us via the [contact us page] within 14 days of receipt of your order quoting your name, order number and details of the product you wish to exchange.  Please be aware that “made to order” or personalized items cannot be exchanged. We will advise you if this is the case at the time of order.

Once we hear from you we will contact you (by email in the first instance) to confirm the exchange. You will then need to return the original item to us. You can either do this yourself or we can arrange for our courier to collect the item. Please be aware that you will be responsible for the cost of returning the original item to us. You are also responsible for the goods until the have made their way back to us so please make sure that they are properly packaged for their return journey and consider using a “tracked” service.

If the new item (including the cost of delivery to you) costs more than the original item you will need you to pay the difference before we can send out the new item.

If the new item (including the cost of delivery to you) costs less than the original item we will refund to you the difference once we have the original item back in a saleable condition.

Please note that in the case of an exchange you are resposible for all delivery and return delivery costs of both the orginal and replacement item. We will let you know what these costs are likely to be before carrying out an exchange.

 

Faulty, Defective or Incorrect Items

If the item you receive is faulty defective or not what you ordered, please accept our sincere apologies for the inconvenience. Please e-mail us via the [contact us page] within 14 days from receipt of the faulty item quoting your name, order number and details of the product received.

Once we hear from you we will let you know how to proceed. Essentially, in the case of bulky items we will arrange for the goods to be collected from you by our courier at our cost. For smaller items we ask that you return the goods to us (we will let you have the address) and will reimburse any return delivery costs that you incur.

Once we are in reciept of the faulty, defective or incorrect goods we will take a look at the goods and notify you of your refund within 14 days of receipt.

In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling us on 01594 530110 by sending an email to us via the [contact us page]. We will do our very best to deal with any complaints quickly and efficiently.

 

Privacy

Here at Generation Pets we are committed to protecting the privacy of all of our customers. Any personal information that you provide to us as part of your order or when signing up to our newsletter or other promotion is stored securely. We do not disclose any of your personal information to any third parties other than our couriers who require your delivery details.

If you have purchased any of our products or signed up for our newsletter then we may occasionally contact you by email to keep you up to date of new products, special offers, loyalty vouchers or competitions. If you would prefer not to receive these emails then you can unsubscribe at any time by following the link marked UNSUBSCRIBE at the bottom of any email you get from us or by contacting us via the [contact us page] or by calling us on  01594 530110

We use [##] to handle all credit and debit card payments together with Pay Pal and we do not store any of our customer’s financial information. Both [##] and Pay Pal are internationally recognised secure payment gateways and we have chosen these providers so that our customers can be confident that their financial data is protected whenever they purchase from our website.

We use ” cookies” to track patterns of behaviour of visitors to our site. You can set your browser to prevent this happening.  Please  see our Cookies Policy [link] for more information.

If you have any questions about our privacy policy please contact us on 01594 530110

 

LIMITATION OF LIABILITY

Generation Pets shall not be liable under any circumstances to the customer or any third party for any indirect or consequential loss of profit, consequential or other economic loss suffered by the customer howsoever caused, as a result of any negligence, breach of contract, misrepresentation or otherwise.

 

FORCE MAJEURE

Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the party shall be entitled to a reasonable extension of its obligations.

 

SEVERANCE

If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid, illegal or unenforceable provision eliminated.

 

GOVERNING LAW AND JURISDICTION

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales and the parties hereby submit to the exclusive jurisdiction of the courts of England and Wales.