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Consumer Click & Collect Terms & Conditions…

Thank you for choosing to shop online with It’s a Pet Thing (‘we’, ‘us’ or ‘our’) at (‘the Website’).

1. Information About Us

The Website is operated by Vital Pet Products Limited, a company registered in England and Wales (company number 2121746) with our registered office at The Barton, North Tawton, Exeter, EX20 2BB, United Kingdom, where we can be contacted or, if you would prefer our helpdesk here, or our contact number which is 0808 198 9102. Our VAT number is 918 525 117.

2. Content of these Terms

2.1 These terms and conditions (along with documents referred to in them, our Privacy Policy and Terms of Use (‘Terms’)) set out the basis on which we sell items listed for ordering on the Website (‘Products’) to you. The Terms will apply to any contract between us for the sale of Products to you through our on-line click and collect ordering service (‘Click & Collect’). Therefore, before proceeding to place an order please ensure you read the Terms carefully and if there is anything you do not understand please do not hesitate to get in touch with us using the contact details above.

2.2 Before submitting your order for Product(s) to us, you will be asked if you agree to these Terms. If you do agree to them, please tick the box alongside these Terms. Please only tick to confirm your agreement if you are happy to be bound by these Terms. By agreeing to these Terms you are confirming that you are at least 16 years of age, and have authority to enter a contract with us using the payment method chosen.

2.3 If you do not wish to agree to these Terms, then you must not use our ordering service and we ask that you cancel the details of your order by removing all the items you have selected from the shopping basket before returning to our home page.

2.4 We may revise these Terms from time to time to reflect changes in how we accept payment from you, laws and regulatory requirements or technological facilities we use.  Every time you order Product(s) from us, the Terms in force at that time will apply to the contract between you and us for those Product(s). Please check the latest version of these Terms by coming back to this page whenever you place an order to ensure you understand the Terms which will apply at that time

2.5 At some points in these Terms we use the words ‘working days’. This means Monday to Friday, excluding Saturdays, Sundays and designated public holidays in England, Scotland and Wales.

3. Placing Orders and Entering Contracts With Us

3.1 Below is a brief summary explaining how you can conclude your order and how a legally binding contract with us is formed:

  • Our checkout process consists of five steps and once you have ticked the box to confirm acceptance of these terms you should click the ‘Continue’ button.  You will then move to step 5 of the order process which is our ‘Confirm Order’ page, containing information on the total price of your chosen Product(s) together with a description of them and an explanation of any promotional offers you have claimed.
  • You can, and it is your responsibility to, check and amend any errors at each page of the order process before submitting your order to us. You can check that information again on the ‘confirm order’ page at step 5 before your order is submitted and any errors can be amended by clicking back to the relevant step of the order process or the Shopping Cart.

Once your order has been submitted you will not be able to amend errors, though you may return any Products not required in accordance with your right to cancel, or our returns policy which are explained below. Details about your order will be sent to you by email.

  • Once you are satisfied the information you have provided is correct, you can submit an order to us by clicking on the “Confirm Order” button which appears at the bottom right of the page.
  • You will then be required to enter your card payment details which, to ensure the security of the information you provide, will be processed through the WorldPay online payment facility. Once your payment details have been provided, your order will be sent to us. For legal purposes, by completing and submitting your order you are making an offer to purchase the relevant Product(s) which, if accepted by us, will result in a binding contract. We are reliant upon you to complete the order details accurately.
  • We will send you an e-mail simply confirming that your order has been received. However, this does not mean your order has been accepted by us. Your order will only be accepted when we send you a further email confirming despatch and delivery details (‘Despatch Confirmation E-Mail’). It is only at that time that there will be a legally binding contract between us. Please note that we may debit your payment card before a binding contract has been concluded, but you will be entitled to a full refund if that contract is not made for any reason.

3.2 If we cannot fulfil ALL your order for any reason, we will not send a Despatch Confirmation E-Mail to you. However, we will inform you that your order cannot be fulfilled and a full refund will be made to your payment card. If we cannot fulfil your order for any reason in relation to only SOME of the Product(s) you ordered, we will not refer to those Product(s) in any Despatch Confirmation E-Mail sent to you for the remaining Product(s). However, we will inform you that your order cannot be fulfilled in relation to the unavailable Product(s) and a refund  of any money you have paid in relation to those Product(s) will be made to your payment card.

3.3 Please note that while we will send emails to you as appropriate under this clause, as with all communication over the internet we cannot guarantee that the notification we send will be received by you, nor that, if it is received by you, it will be legible and uncorrupted.

4. Product Description and Pricing

4.1 Prices quoted for Products on the Website are stated in UK Sterling, and include VAT at the current standard rate. Prices quoted in the product section of our Website do not include delivery charges. We usually deliver Product(s) to your chosen retailer free of charge, but if any delivery charges do apply they will be brought to your attention during the checkout process, and noted on the ‘confirm order’ page before you submit your order in any event.

4.2 The price, availability and description of the Product(s) as stated on the Website may change, but changes will not affect any order we have accepted with a Despatch Confirmation E-Mail (or your rights relating to that order). If we discover an error in the Product(s) description, or that the Product(s) are not available after you have submitted an order to us but before we have sent you a Despatch Confirmation E-Mail, we will contact you prior to accepting your order with the correct details. You may then either cancel your order and receive a refund or re-confirm it based on the correct information or alternative Product(s). If we are unable to contact you, we will treat your order as cancelled. All photography and descriptions appearing on the Website are for illustration purposes only.

4.3 We take all reasonable care to try and ensure the prices quoted on our Website are correct when entered. However our Website contains a large number of Products and it is always possible that, some of the Products on our Website may be incorrectly priced. We will therefore normally check prices as part of our despatch procedures so that:

4.3.1 where the Product(s) correct price is less than the price stated on our Website, we will charge the lower amount when despatching the Products to you; and

4.3.2 if the Product(s) correct price is higher than the price stated on our Website, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

4.4 Details of any promotional offers and discounts, their duration and steps or evidence required to claim them will be detailed on the Website. It is your responsibility to claim any discounts which may be available and apply to you. Where you apply to use any promotional offer or discount against your order, acceptance of the order is subject to us verifying from the information you provide to us that you comply with all the eligibility criteria and/or terms of the offer. We reserve the right to withdraw or vary the availability of any discounts or promotional offers, but any changes will not affect any order which we have confirmed with a Despatch Confirmation E-Mail.

5. Payment and Ownership

5.1 Ownership of the Product(s) ordered remains with us until such time as payment in cleared funds has been received by us for all the Product(s) ordered (including all associated delivery charges) and you have collected those Product(s) from your chosen participating Click & Collect retailer (‘Retailer’). After payment has been received and you have collected the Product(s) you will then own them.

5.2 Payments are accepted from the credit and debit cards listed on the Website and processed through the WorldPay online payment facility for enhanced security.

5.3 We may debit your payment card before a binding contract has been concluded i.e. before the Despatch E-Mail is sent to you. Such action will under no circumstances constitute acceptance of your offer on our part and, in the event that we ultimately are unable to accept or fulfil your order, a refund will be made to your payment card.

6. Delivery and Risk

6.1 When placing your order you will have been required to choose which Retailer you wish to collect your Product(s) from. Please note that not all retailers listed on our Website may still participate in Click & Collect. If you have chosen a retailer who does not participate, we will notify you of this before a Despatch Confirmation Email is sent and inform you of your nearest participating Retailer from where you may collect, or you may choose to cancel your order. 

6.2 We will endeavour to process and ensure delivery of your ordered Product(s) to your chosen Retailer by the day estimated in the Despatch Confirmation Email sent to you. However, whilst we make every effort to deliver Product(s) on the day we estimate, we cannot guarantee delivery on that day and will always use reasonable efforts to deliver them to your chosen Retailer within 10 days of sending you the Despatch E-Mail, unless there is an Unusual Event that prevents us doing so. If we are unable to deliver the Product(s) due to an Unusual Event, we will contact you in accordance with clause 10 (below). Please note that if you are collecting your Product(s) from a Retailer off the United Kingdom mainland the time for delivery of your Product(s) may vary due to shipping arrangements.

6.3 You will be notified via email when your order is ready for collection at your Retailer. You should check the store opening times before picking up your Product(s). Please read clause 6.7 below for information as to what will happen if you fail to pick up your Product(s) from the Retailer.

6.4 The following documents are needed when collecting a Click & Collect order placed on the Website from a Retailer:

6.4.1 Proof of Purchase - a copy of your Dispatch Confirmation email, your Order Confirmation email or a Collection Reminder email.  Any of which should include your ‘collection reference’ and ‘order number’.

6.4.2 Photo ID - for your protection against fraud, we cannot release your purchase without seeing a photo ID, eg. your passport or photo driving licence

6.4.3 If someone else is collecting the goods on your behalf, they must present your proof of purchase, as well as their own photo ID (eg. passport or photo driving licence).

Please make sure that you have these to hand prior to collecting your Click & Collect order as Product(s) cannot be collected without them for security reasons.

6.5 When collecting your Product(s) you will be provided with a delivery note (‘Delivery Note’) which acts as your receipt and includes a return slip which you will need if you wish to return your Product(s) to us. Please therefore keep this Delivery Note safe for your records.

6.6 All risk of loss or damage to the Product(s) will pass to you when you collect the Product(s) from your chosen Retailer.

6.7 If you do not attend at the Retailer’s premises to collect your Product(s) within 7 days of us emailing you to confirm they are ready for collection, we will have the Product(s) returned to us and terminate your order. In those circumstances we will refund you the full purchase price and original delivery charges (if any) but will retain a £2.50 'Not Collected Administration Fee' in relation to the expenses incurred by us in collecting the Product(s) and carrying out the administrative process of terminating your order.

7. Right to Cancel

7.1 Except in the case of perishable Product(s) with a short expiry date, you have a legal right to cancel the contract between us (including if you change your mind). That right starts from the date we send the Despatch E-Mail to you and lasts for 7 (seven) working days from the day after you collect your ordered Product(s).

7.2 If you wish to exercise your right to cancel the contract please use the Returns Label, Returns Slip and Customer’s Receipt which form part of your delivery note. Please complete the Returns Slip and package the Product(s) to be returned with the Returns Slip inside and the Returns Label on the outside. Then either:

7.2.1 Take your return to any participating Click & Collect retailer and ask them to send your return, and sign the Customer’s Receipt as proof they have taken your Product(s).


7.2.2 Please send the Product(s) by another method of your choice to “Returns Department, It’s a Pet Thing, The Barton, North Tawton, Exeter, EX20 2BB. However, if you choose to return the goods by a method other than via a participating retailer, we will not refund the cost of the return to you.

7.3 Our receipt of your Product(s) and the completed Returns Slip will be considered your ‘Cancellation Notice’.

7.4 Within 30 days of receiving your Cancellation Notice we will refund the full purchase price for the returned Product(s) and the original delivery costs (if any) you paid in relation to those Product(s). All refunds will be made to the credit or debit card used to make the payment to us.

7.5 In order to provide us with a Cancellation Notice, you:

7.5.1 must return all Product(s) you have cancelled, along with the completed Returns Slip on your Delivery Note, within 7 days of collecting your order.

7.5.2 have a legal obligation to keep the Product(s) in your possession until they are returned and to take reasonable care of the Product(s) while they are in your possession.  

7.6 Further details of your legal right to cancel and an explanation of how to exercise it are also provided in the Despatch Confirmation and the Delivery Note. Further information about your cancellation and other legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

8. Returns Policy

8.1 We want you to be completely satisfied with your new purchase from us and recommend you check your Product(s) carefully when collecting from the Retailer. If your Product(s) are not as described or are otherwise faulty, we will be happy to provide you with a full refund of the price paid for the Product(s), original delivery charges (if any).

8.2 You can return faulty Product(s) within 7 (seven) days from the date you collect them or, if the issue was not apparent when you checked the Product(s) on collection, within a reasonable time after you notice it. Returned Product(s) should be accompanied by the completed Returns Slip on your Delivery Note, and can be sent to us directly by post to the address shown on the receipt label provided (also on your Delivery Note) or, if you would prefer, by taking the Product(s) and completed receipt slip to a Retailer. If you cannot locate your returns slip, please provide us and/or the Retailer with your order reference number, brief description of the fault or complaint, and your contact telephone number (if not already provided). Please note whilst we accept ownership of the Product(s) once they are returned to us we cannot be held responsible for any damage caused in transit after you have sent the Product(s) to us if you have chosen to return them by any means other than via a participating Click & Collect Retailer.

8.3  Once we have received the returned Product(s) from you as noted above we shall provide you with a refund of the original price of those Product(s) and original delivery costs (if any) providing that there is no reason for us to believe the alleged defect has been caused by (i) fair wear and tear (ii) misuse of or accidental damage to the Product(s) by you or, (iii) you having tried to alter or repair the Product(s) and caused damage in the process.  In those circumstances we will explain where you can obtain further information in relation to resolving any dispute between us.

8.4 This return policy is in addition to and does not affect your other legal rights (including those referred to in clause 6). Further information about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

9. Warranties and Liability

9.1 Nothing in these Terms is intended to exclude provisions of any legislation in force within the United Kingdom which is designed to ensure that your rights as a consumer are fairly balanced.

9.2 We shall not be responsible to you whether in contract, tort (including negligence) or otherwise for any loss, damage, costs or expenses you suffer which are not reasonably foreseeable as a result of any breach by us of these Terms, or other legal duty. For this purpose, loss, damage, costs or expenses are ‘reasonably foreseeable’ if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the contract for the Product(s) you ordered.

9.3 Nothing in these Terms shall exclude or restrict our liability for death or personal injury caused by our negligence or by the negligence of our employees, agents or sub-contractors.

9.4 The Product(s) sold through the Website are intended for your domestic and private use only. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use the products for that purpose.

9.5 For the avoidance of doubt, nothing in this clause 9 is in any way intended to exclude or limit our liability for:

9.5.1 death or personal injury caused by our negligence;

9.5.2 fraud or fraudulent misrepresentation;

9.5.3 any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

9.5.4 any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and

9.5.5 defective products under the Consumer Protection Act 1987.

10. Termination

We reserve the right to terminate any contract with you should you be in serious breach of your obligations under these Terms.

11. Unusual Events

11.1 An Unusual Event means any act or event beyond our reasonable control including (but not only), strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport between us and your delivery address.

11.2 We will not be liable or responsible for any failure to carry out, or delay in performance of, any of our obligations under a contract with you that is caused by an Unusual Event.

11.3 If an Unusual Event happens which affects the performance of our obligations under any contract with you:

11.3.1  we will contact you as soon as reasonably possible to notify you;

11.3.2  our obligations under the contract will be suspended and the time for performance of our obligations will be extended for the duration of the Unusual Event, and we will arrange a new delivery date with you after the event is over; and

11.3.3  if you do not agree to the re-arranged delivery date, you can notify us in writing at It’s a Pet Thing, The Barton, North Tawton, Exeter, EX20 2BB, United Kingdom or contact our helpdesk here if you would rather receive a refund.

12. Communication Between Us

12.1 When we refer, in these Terms, to "in writing", this will include e-mail.

12.2  If you wish to contact us in writing for any other reason, you can send this to us by e-mail or by pre-paid post to It’s a Pet Thing, The Barton, North Tawton, Exeter, EX20 2BB, United Kingdom or contact our helpdesk here or via their contact number which is 0808 198 9102.

12.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

12.4 The provisions of this clause will not apply to service of any documents in legal proceedings.

13. Other Important Terms

13.1 Both we and you acknowledge that you have not relied on any statement, promise or representation made or given by or on behalf of you or us which is not set out in these Terms.

13.2 We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will notify you by posting on this web page if this happens.

13.3 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

13.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

13.5 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are void or unenforceable, the other provisions of these Terms and the remainder of the provision in question shall remain in full force and effect.

13.6 If we have not noticed and/or insisted that you perform any of your obligations under these Terms, or if we do not enforce (or delay in enforcing) our rights against you, that will not mean we have waived our rights against you or that you do not have to comply with those obligations. If we do waive a failure by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

13.7 These Terms are governed by English law. This means a contract for the purchase of Products through our Website and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a consumer resident of Northern Ireland you may also bring proceedings in Northern Ireland, or if you are a resident of Scotland, you may also bring proceedings in Scotland.

14. Complaints

We aim to provide you with a quality service. If, however, you feel that you have cause to complain, you can contact us at the address shown at the top of these Terms above. We will try to do our best to solve any problems that arise.

We strongly recommend you print out a copy of these Terms for future reference.