Terms of sale


1. These terms

1.1 What these terms cover.  These are the terms and conditions on which we supply products to you,

1.2 Why you should read them.  Please read these terms carefully before you submit your order to us.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.  If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are.  We are Butcher’s Pet Care Limited, a company registered in England and Wales.  Our company registration number is 01716195 and our registered office is at Butcher’s Pet Care, Dockham Way, Crick, Northamptonshire NN6 7TZ. Our registered VAT number is GB336537643.

2.2 How to contact us.  You can contact us by telephoning our customer service team at  0333 016 5900 or by writing to us at help@butchersdogfood.co.uk, or Baker Group House, Dockham Way, Crick, Northamptonshire NN6 7TZ.

2.3 How we may contact you.  If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order.

2.4 “Writing” includes emails.  When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

3.1 How you can make an order. You can place an order with us via our website, by following the on-screen prompts.

3.2 Errors. Our online order process allows you to check and amend any errors before submitting your order to us. Please check your order carefully before confirming it.

3.3 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product.  This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline.

3.5 Your order number. We will assign an order number to your order and tell you what it is when we accept your order.  It will help us if you can tell us the order number whenever you contact us about your order.

3.6 We only sell to certain areas. Our website is solely for the promotion of our products in the UK and the Channel Islands.  Unfortunately, we do not deliver to addresses in Northern Ireland or addresses outside the UK or the Channel Islands.

4. Our products

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only.  Although we have made every effort to display the products accurately, we cannot guarantee that a device’s display of the products accurately reflects them. Your product may vary slightly from those images.

4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5. Your rights to make changes

5.1 If you wish to make a change to your order please contact us. We will let you know if the change is possible. If it is possible we will let you know about:

5.1.1 any changes to the price of the product;

5.1.2 the timing of delivery; or

5.1.3 anything else which would be necessary as a result of your requested change.

5.2 We will ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 of these terms for your options).

6. Our rights to make changes

6.1 Minor changes to the products. We may change the product:

6.1.1 to reflect changes in relevant laws and regulatory requirements; and

6.1.2 to implement minor adjustments and improvements. If these changes will affect your use of the product we will explain the impact to you.

6.2 If as a consequence of any changes we make you want to end the contract, see clause 8 of these terms for your options.

7. DELIVERING the products

7.1 Delivery costs. The costs of delivery will be:

7.1.1 £3.95 for orders under £25.00 to mainland UK (other than remote areas of Scotland); 

7.1.2 £5.95 for orders to the Channel Islands (including the Isle of Man, Isle of Wight, Isles of Scilly) and remote areas of Scotland; and 

7.1.3 free for orders over £25.00.

7.2 When we will provide the products. During the order process we will let you know when we will provide the products to you. 

7.3 We are not responsible for delays outside our control. If our delivery of the products is delayed by an event outside our control or because the products are out of stock, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.  Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery.

7.5 If you do not re-arrange delivery. If, after three failed deliveries to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs.  If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery within a reasonable period we may end our contract with you.

7.6 When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us or from the time you collect it from a delivery depot.

7.7 When you own the products. You own a product once we have received payment in full.

7.8 Reasons we may suspend the delivery of products to you. We may have to suspend the delivery of your order to:

7.8.1 update any products contained in your order to reflect changes in relevant laws and / or regulatory requirements;

7.8.2 make changes to the product as requested by you or notified by us to you (see clause 6).

7.9 Your rights if we suspend the delivery of your order. We will contact you in advance to tell you we will be suspending the delivery of your order, unless the problem is urgent or an emergency. You may contact us to cancel your order (and thereby end the contract) if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

8. Your rights to end the contract

8.1 You can always end your contract with us. Your rights when you end the contract will depend on the product you have bought, whether there is anything wrong with it, how we are performing our obligations under the contract and when you decide to end the contract.

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.4 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

8.2.1 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

8.2.2 there is a risk that delivery of the products may be significantly delayed because of events outside our control;

8.2.3 we have suspended delivery of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

8.2.4 you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013).  For most products bought online you have a legal right to change your mind within 14 days and receive a refund. However, this does not include sealed items (like our products) which are not suitable for return due to health protection or hygiene reasons if the seal on the products’ packaging is broken. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4 How long do I have to change my mind? Provided you have not broken the seal on the products themselves, you have 14 days after the day you (or someone you nominate) receives the product, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the product.

9. How to end the contract with us (including if you have changed your mind)

9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

9.1.1 Phone or email. Call customer services on 0333 016 5900 or email us at help@butchersdogfood.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.1.2 By post.  Print off the form at the end of these terms and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, please contact us to discuss how to dispose of the products.

9.3 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price if you are exercising your right to change your mind as described below.

9.4 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

9.4.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

9.4.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. 

9.5 When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then:

9.5.1 Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

9.5.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10. Our rights to end the contract

10.1 We may end the contract if you breach it. We may end the contract for a product at any time by writing to you if you do not, within a reasonable time, allow us to deliver the products to you or you do not collect them from a delivery depot.

10.2 You must compensate us if you breach the contract. If we end the contract in the situation set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you up to 100% of the price as compensation for the net costs we will incur as a result of your breaching the contract.

10.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as reasonably possible of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. If there is a problem with the product

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at  0333 016 5900 or write to us at help@butchersdogfood.co.uk, Butcher’s Pet Care, Dockham Way, Crick, Northamptonshire NN6 7TZ.

11.2 Summary of your legal rights. We are under a legal duty to deliver products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your products are faulty, then you can get an immediate refund.
b) Up to six months: if your products can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
c) Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.

11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject the products you must post them back to us or. We will pay the costs of postage. Please contact us using the contact details in section 2.2 for a return label.

12. Price and payment

12.1 Where to find the price for the product. The price of the products (which includes VAT) will be the price indicated on the order pages when you placed your order.  We take all reasonable care to ensure that the price of the product advised to you is correct.

12.2 What happens if we got the price wrong. It is always possible that, despite our efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. 

12.3 When you must pay and how you must pay. We accept payment with:

12.3.1 All major credit and debit cards (including Visa, Mastercard and American Express);

12.3.2 Apple Pay;

12.3.3 Google Pay; and

12.3.4 Microsoft Pay.

12.4 You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

13. Our responsibility for loss or damage suffered by you

13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching this contract.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

13.3 We are not liable for business losses. We are only delivering the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. How we may use your personal information

How we may use your personal information. We will only use your personal information as set out in our Privacy Policy [LINK TO PRIVACY POLICY].

15. Other important terms

15.1 We may transfer our rights and obligations under these terms to another organisation.

15.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.  Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

15.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaching this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

15.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. 

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To Butcher’s Pet Care Limited, Dockham Way, Crick, Northamptonshire NN6 7TZ, 0333 016 5900, help@butchersdogfood.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*]/received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):


[*] Delete as appropriate


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